Refund & Cancellation Policy
Last updated: July 2026
The short version
Before you approve a proof, you can cancel for a full refund. After you approve, we buy paper, run press time, and pay postage, so refunds get limited quickly. Nothing catches you by surprise, because nothing happens until you press approve.
What you get back, and when
| Where your order is | Refund |
|---|---|
| Submitted, proof not sent | 100% refund. No questions. |
| Proof sent, not yet approved | 100% of print and postage. Design fees are refunded only if we have not started the layout. |
| Proof approved, not yet on press | 100% of postage and list fees. Print charges refunded less any materials already committed. |
| On press or printed | Postage refunded in full. Print and design are not refundable, the pieces exist. We will ship them to you at cost if you want them. |
| Delivered to USPS | No refund. Postage is spent and the mail is in the postal stream. |
If we got it wrong
If the delivered product does not match the proof you approved, wrong quantity, wrong stock, a printing defect, wrong routes mailed, that is on us. Tell us within 10 business days of the drop date and we will reprint and remail at our cost, or refund the affected portion. Your choice.
Please keep and photograph a sample. It makes this fast.
What is not a defect
- Color variation within industry-standard tolerance from what you saw on your monitor
- Small cutting or folding variation within normal commercial tolerance
- Quantity within 5% over or under, we bill on the quantity actually mailed
- Typos, wrong phone numbers, or wrong dates that were present in the proof you approved
- USPS delivery timing, damaged pieces in the postal stream, or non-delivery to a bad address on a list you supplied
- Campaign response rate. We sell printing and mailing, not results.
Mailing list fees
Lists we purchase from third-party data providers are non-refundable once ordered, because we are charged for them on order. If you cancel before we place the list order, there is no charge.
Design fees
Design is refundable if we have not started. Once a designer has begun layout, design fees are non-refundable, but the files are yours, we will send you the print-ready artwork whether or not you mail with us.
How to cancel
Email hello@shepherddirectmail.com with your reference number, or call (813) 555-0142. Cancellation takes effect when we confirm it, not when you send it, so if the job is close to press, call.
How refunds are issued
Refunds go back to the original payment method within 5 to 10 business days. Card refunds may take an extra cycle to appear depending on your bank.
Chargebacks
If something goes wrong, contact us first. We would rather fix it than fight a chargeback. Filing a chargeback without contacting us may result in us declining future work.
Questions
Shepherd Direct · hello@shepherddirectmail.com · (813) 555-0142