Customer care · Guarantee

If the run misses the mark, we keep moving.

The Customerch Guarantee gives you a clear, time-bound path to tell us what went wrong and see what happens next.

Customerch Guarantee
48h window
A fair path when a run misses the mark.
Submit within 48 hours of delivery or completion.

  • Wrong items
  • Material defects
  • Major design mismatches
  • Missed promised deadlines

We review the claim, start with rework or replacement and keep the status timeline current. If the issue cannot be resolved: Customerch credit or a refund, handled by support.

Questions about an order or its window?

Read the full policy

The handoff

What happens next

01
Tell us clearly
Submit one claim within 48 hours of delivery or completion with the reason and useful details.
02
We review the run
Customerch/support reviews the brief and starts with rework or replacement where possible.
03
We close the loop
If the issue cannot be resolved, support handles Customerch credit or a refund manually.

Track an order

Have your order code?
Open the secure tracker, then verify with the email and ZIP you used on the brief. No order details are exposed before that check.

Already have an account? Sign in to raise a claim from the authenticated tracker.

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Outside the Guarantee window or need help with an exception? Email Customerch support.

Submit within 48 hours of delivery or completion.