Well friends, we broke the seal on customer service tests this week. I got a note from a customer that their order arrived and the t-shirt seam was improperly sewn, leaving a big hole.
These things happen, but I won't lie, it caused me a moment of panic. See, I have my shirts printed and fulfilled by a third party, so I don't see every single shirt before it gets to you.
My fulfillment partner is usually excellent; I have the good fortune of living just five miles from their facility that serves the whole country, and have been super-impressed with their work so far. But we're all human, and sometimes there's an oversight. I called them up and we are working together to make sure my customer is made right.
The good news is, now I'm familiar with the procedure, so in the unlikely event that your next purchase arrives with a defect, here's what you do:
- Take a picture of your item with the damage visible
- Email it to me at firstname.lastname@example.org. It's helpful to include your name and the order number (it's in your confirmation email when the order ships initially).
That's it! I'll get you sorted with my print partner and I'll keep you updated on your replacement's progress.