Refund policy

Thank you for choosing Photo USA Corp. | ORCA Coatings® for your wholesale sublimation blanks. We stand behind what we ship, and this page explains how returns, refunds, and cancellations work.

Quick Summary

Return window 30 days from delivery, unopened and in original packaging
Before shipping anything back Contact us for a Return Merchandise Authorization (RMA) number
Our error (wrong or damaged item) We cover return shipping and send a replacement or refund
Change of mind You cover return shipping; original shipping is non-refundable

Order Cancellation

  • Orders that haven't entered the shipping phase yet can be canceled at no charge.
  • Once an order has shipped, or is already being prepared for shipment, cancellation may not be possible. If we're able to cancel it anyway, a fee may apply to cover processing costs already incurred.

Returns and Refunds

  • Returns are accepted within 30 days of delivery, provided items are unused and in their original packaging.
  • Contact our customer service team first to get a Return Merchandise Authorization (RMA) number. Returns sent without one won't be accepted.
  • Once we receive and inspect your return, we'll let you know whether it's approved. Approved refunds are credited back to your original payment method.

Damaged or Incorrect Items

If something arrives damaged or isn't what you ordered, contact us right away. We'll arrange a replacement or refund and cover the return shipping costs, no fees on your end.

Exclusions

Some items aren't eligible for return, including perishable goods, custom or personalized products, and personal care items. If you're not sure whether a specific item qualifies, reach out and we'll confirm before you order.

Return Shipping Costs

  • Original shipping costs are non-refundable. If your refund is approved, return shipping is deducted from the refund amount.
  • You're responsible for return shipping on non-error returns. We recommend a trackable shipping service, and shipping insurance for high-value items.

FAQ

How do I actually start a return?

Contact us first to get a Return Merchandise Authorization (RMA) number before sending anything back. Returns that arrive without an RMA won't be accepted, so this step comes first.

If you shipped me the wrong item, do I still have to pay for return shipping?

No. If the return is because of our error, meaning you received an incorrect or defective item, we cover the return shipping costs and arrange a replacement or refund.

Which warehouse will my order ship from?

We have warehouses in Fremont, CA and Shepherdsville, KY. Your order ships from whichever location gets it to you fastest, and most orders go out within 24 hours.

Can I cancel my order after I've placed it?

Yes, as long as it hasn't entered the shipping phase yet, cancellation is free. Once it's shipped or being prepared for shipment, cancellation may not be possible, and a processing fee may apply if we're still able to stop it.

How long does it actually take to get my refund back?

Most refunds are completed within four weeks of us receiving your returned package, though it's often faster. That window accounts for return transit time, our inspection process, and your bank's processing time.

Have a question about your return?

Our team typically replies within one business day.

EMAIL HELLO@PHOTOMUGS.COM Visit Contact Page →

Our Warehouses

Fremont, CA 46595 Landing Pkwy, Fremont, CA 94538
Kentucky 436 N Buckman Street, Shepherdsville, KY 40165
Contact: Ashleigh Brown, 270-750-0906

Looking for more products?
Visit photomugs.com for our full range of wholesale sublimation blanks.

This policy is subject to change. The most current version is always available on this page. By placing an order with Photo USA Corp. | ORCA Coatings®, you agree to this refund policy.

Questions or need clarification? Our support team is here to help, reach out any time at hello@photomugs.com.

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