Return & Reprint Policy

At AI Media Services, we take great pride in the quality of every order we produce. We stand behind our work and are committed to making it right if we fall short of the standards we set for ourselves. This policy explains what qualifies for a reprint or refund, what falls outside our responsibility, and how to contact us if you have a concern.

AI Media Services will provide a complimentary reprint or full refund for orders that have a defect caused by an error on our part, including:

• Printing defects such as banding, streaking, ink smearing, or significant color inconsistency across a single print run
• Wrong product shipped (incorrect size, stock, or finish from what was ordered)
• Structural defects in binding, folding, cutting, or finishing
• Order quantity significantly below what was invoiced (outside the industry-standard ±10% tolerance)
• Damage that occurs during production (not transit — see Shipping section below)

To initiate a claim, you must contact us within 5 business days of receiving your order. Claims submitted after this window may not be eligible for a reprint or refund.

Because print products are custom-manufactured to your specifications, we are unable to accept returns or issue refunds for errors that originate in customer-supplied files or customer-approved proofs. This includes:

• Spelling, grammar, or factual errors in the submitted artwork
• Low-resolution images that appear blurry or pixelated in print (images must be at least 300 DPI)
• Color variations between on-screen appearance and printed output — screens display RGB; presses print CMYK, and differences are expected
• Colors that fall outside the CMYK gamut (such as neons or certain vibrant hues) that cannot be reproduced in standard process printing
• Minor color variation between separate print runs of the same job — this is within normal industry tolerances
• Design, layout, or content errors present in files that were approved via digital or physical proof
• Incorrect file dimensions, missing bleed, or improper safe zone setup submitted by the customer
• Font substitution or rendering issues caused by fonts not being embedded or outlined in the submitted file
• Overprint or transparency settings in customer files that affect the printed result
• Orders where the customer chose to waive proof review and proceed directly to print

Industry-standard practice allows for a production variance of up to ±10% of the ordered quantity. AI Media Services will invoice only for the quantity actually delivered. If you receive significantly fewer pieces than ordered (beyond 10% under), we will either ship the balance or issue a pro-rated credit at no charge.

If your order arrives visibly damaged by the carrier, please do the following:

• Photograph the outer packaging and the damaged contents before opening fully
• Retain all original packaging materials
• Contact us within 2 business days of delivery

We will assist you in filing a carrier claim and work to get your order replaced as quickly as possible. Damage claims filed after 2 business days or without supporting photos may be denied by the carrier.

Orders may be cancelled at no charge before production has begun. Once a job has entered the prepress or production queue, cancellation may not be possible. If cancellation is requested after production has started, a partial charge reflecting work completed may apply.

To request a cancellation, contact us immediately by phone at (323) 864-7507 or email at info@aimediaservices.com. Orders cannot be cancelled via the website alone.

To submit a reprint or refund claim, please contact our team with the following:

• Your order number or a description of the job (product, quantity, date ordered)
• Clear photographs showing the defect or issue
• A brief written description of the problem

You can reach us by email at info@aimediaservices.com or by phone at (323) 864-7507 during business hours (Monday–Friday 9 AM–6 PM, Saturday 10 AM–3 PM, PST). We will review your claim and respond within 1–2 business days.

When a valid claim is approved, we will offer one of the following resolutions at our discretion:

• Full reprint of the affected order at no charge, with expedited turnaround where possible
• Partial reprint for partially affected runs
• Full or partial credit applied to your account toward a future order
• Full or partial refund to your original payment method

Physical returns of printed products are generally not required or accepted, as custom print products cannot be restocked or resold.