💬 What should I do if I receive a damaged or faulty product?
If your product arrived damaged or defective, we’re here to help.
Please connect with our live agent and share a clear photo of the affected item showing the issue. This helps us assess the situation and offer the best solution. Once we review the photos, we’ll confirm your claim and arrange a replacement, credit, or refund as appropriate.
✅ Good to know: You don’t need to return the damaged items—you may keep or discard them as you prefer.
🖨 Why was the default text printed on my order?
Unwanted or default placeholder text can appear on your items if it wasn’t manually removed during customization. Placeholder text is there to show the editable areas of your design and must be deleted before confirming an order. This oversight can easily happen but is crucial to address during personalization.
📝 Tip: Placeholder text is shown in each design to highlight editable areas. To remove it, click around the place cards in the editing platform to locate the text box, then delete it. If you want the place cards to be blank, they will be printed that way. Need help? Contact our live chat support for assistance.
Additional Steps to Resolve Issues
Editing Your Design:
Log in to your Optimalprint account and revisit the design tool used for your cards.
Locate the text box containing the unwanted text.
Select the text box and click 'Remove' to delete the text.
Save your edits, ensuring corrections are applied. Consider using a laptop or desktop for better usability.
Reordering a Courtesy Replacement:
If placeholder text was mistakenly left on your product, Optimalprint offers a one-time courtesy replacement to correct the mistake.
Your corrected items will be added to your cart with a credit covering the order value.
Ensure all errors are rectified in your design before proceeding to re-order.
Tips for Preventing Similar Issues
Always review your design thoroughly in the preview mode before placing an order.
Use the preview tool to double-check for any remaining placeholder text.
Save all edits carefully to ensure final changes are stored. If assistance is required, please reach out to our live chat support to help streamline the resolution process.
📛 I received my cards with all the same name – what happened?
We’re sorry the names were not printed as expected. This can happen if the personalization details were not saved correctly—especially when editing on a mobile device.
📷 Please contact our live chat support and we’ll be happy to assist you. Sharing a screenshot or photo of the issue can help speed things up.
🙁 What if I’m not satisfied with the product I received?
We want you to be happy with your order. If you're not satisfied with the quality of your product or if there's an issue on our end, we're happy to offer a free reorder or refund.
For fast help, please connect with our live chat support so we can review your case and provide the best solution.