Policy for PrintBase & PrintHub's sellers
ShopBase, PrintBase, and PrintHub are three services developed by OpenCommerce Group, in which:
ShopBase is an e-commerce platform that allows everyone to set up stores to sell online. Sellers can freely select their own order fulfillment, payment gateway, and customer support services.
PrintBase is an all-in-one Print-on-demand e-commerce platform that provides Sellers with online stores, payment gateways, customer support, and order fulfillment services. When using PrintBase, Sellers do not have to deal with Buyers. Once the Seller sets up a campaign and receives an order, PrintBase's operations team will process the order and work directly with the Buyer.
PrintHub is a POD order fulfillment service (receiving, printing, packaging, and shipping orders) for Sellers on ShopBase and other platforms. When using PrintHub, Sellers will be solely responsible for customer care and payment provider management. ShopBase operations team will only handle order processing.
A. PrintBase policy
B. PrintHub policy
C. Notes
PrintBase Policy
The Buyer can update order information (product variant, address) or cancel the order within 6 hours of the order created time. If the Buyer's order updates alter the Seller's profit, PrintBase will calculate the pricing difference to collect from or refund to the Seller. The modification details will be automatically updated and displayed on the order details page.
For canceled orders, the reimbursements/non-reimbursements for the Sellers will be made in accordance with the Policy for PrintBase 's Sellers and the order status.
If a Buyer files a claim for an order, Sellers or PrintBase shall be held responsible, subject to Policy for PrintBase's Sellers.
Qualifying cases in which a Seller’s order profit is not deducted and PrintBase assumes responsibility
Once an order has been fulfilled, PrintBase will directly contact the Buyer and partially or fully refund the Buyer (if necessarily) without deducting the Seller’s order profit in the following cases:
Orders that are not successfully delivered after 45 business days following the order's placement date.
Orders in which a Buyer files a claim in regards to product quality (defective goods, obvious differences in color/style/size) not as stated in the order confirmation. The claim is submitted within 07 business days after the order delivery date recorded on the tracking number.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.
Orders with out-of-stock item(s). The Buyer agrees to keep the order and wait for restock. However, PrintBase cannot restock after 14 days and must cancel the order.
Cases in which order profit is deducted
Order profit will be deducted in the following cases (the deducted amount will be charged directly to the PrintBase Balance. If the Balance is negative, the amount will be directly charged to the credit card linked to the PrintBase Balance):
Orders that are canceled upon the Buyer’s request (within 6 hours since order placement).
Order that cannot be processed because Buyers completed the order payment on the checkout page, but the transaction failed.
Orders that are canceled due to a high risk of fraud.
Orders that are canceled because the product violated copyrighted images that the Seller could not prove their right to use.
Orders with out-of-stock items (and the Buyer does not want to keep order and wait for restock).
Orders canceled due to restricted ship-to regions. PrintBase previously notified to the Seller.
Orders that cannot be processed due to the wrong shipping address provided by the Buyer and PrintBase cannot contact the Buyer to obtain the correct information, or at the time of contact, the Buyer refused to provide information and requested an order cancelation.
Orders that cannot be processed due to a force majeure, such as natural disasters, disease outbreaks, production materials are out-of-stocks, customs clearance cannot be completed, shipping units cannot transport orders, etc and the Buyer does not agree to hold the order and wait for it to be able to process.
Orders that are claimed due to the following reasons:
– The Seller provides inaccurate information about the products to the Buyer.
– The Seller uses product, order, and policy information on the advertising platforms and sales pages that are not in accordance with the PrintBase's information, or uses outdated information after PrintBase has updated, leading the Buyer to misunderstand product, order, or policy.
– The Seller uses a product artwork/mockup that does not meet PrintBase ’s standards, or uses the outdated artwork/mockup after PrintBase has updated the new standards, resulting in a poor quality, defective, or not-as-advertised product.
– The Seller provides product artwork that contains typos and grammatical mistakes to PrintBase, resulting in a poor quality, defective, or not-as-advertised product.
– The Seller uses material-imitating effects that do not accurately reflect the actual material and quality of the product.
– When a chargeback request is submitted on the payment gateway attributed to the fault of the Seller, the Seller will be temporarily charged a certain amount and will be deducted from PrintBase Balance to process the request. The charged amount includes the chargeback fee required by the payment gateway, and order-related costs (depending on the order status). If the chargeback is won by PrintBase, the whole charged amount is refunded to the Seller.
The Seller requests a refund to the Buyer and the Seller's profit is deducted; or other cases due to the Seller's subjective error.
Reimbursements for canceled PrintBase orders can be found here.
Order processing
Normally, orders will be processed immediately after successful payment. Therefore, Sellers should avoid changing order information after payment. If changes are necessary, please contact PrintHub and PrintHub will confirm the changes that can be made depending on the order status at that time.
If the Seller does not request a hold/cancellation before the automatic payment time (0:00 & 12:00 UTC daily), the orders on PrintHub will be paid and processed. accordingly.
In case PrintHub is unable to provide a tracking number within the following timeframe after the order is paid (excluding cases where the order cannot be processed and the Seller is informed), the refund policy applies:
– For orders delivered within the United States: If a tracking number is not available after 5 business days, the Seller may choose to receive a 10% refund of the order value while the order continues to be processed; or cancel the order and receive a 100% refund of the order value.
– For orders delivered to all other countries/regions: If a tracking number is not available after 15 business days, the Seller may choose to receive a 10% refund of the order value while the order continues to be processed; or cancel the order and receive a 100% refund of the order value.
In case the order is out of stock, PrintHub will notify the Seller via email/chat and proceed based on the following:
– Out of stock with no restock date: The order will be canceled and refunded to the Seller.
– Out of stock with a known restock date:
• If the Buyer does not agree to wait: The order will be canceled and refunded.
• If the Buyer agrees to wait: PrintHub will proceed with order fulfillment once the item is restocked.
For orders that cannot be processed or shipped due to address issues or other objective reasons:
– Incorrect shipping address identified before the order is shipped: PrintHub will notify the Seller via email/chat. If no correct address is provided or the Seller requests cancellation, the order will be canceled and a partial refund issued after deducting applicable fees based on the order status.
– Incorrect address but the order has already been shipped and is undeliverable: PrintHub is not responsible for any refund. Buyers may choose to pay an additional fee to resend the order.
– Buyer refuses the package, is unavailable, or the order is stolen after delivery: PrintHub is not responsible for any refund. Buyers may pay an additional fee to resend the order.
– In cases of force majeure (e.g., natural disasters, epidemics, customs issues, etc.), PrintHub will notify the Seller and agree on a resolution plan.
In cases where an order was canceled due to restricted ship-to regions, PrintHub will notify the Seller via email or LiveChat. The order will be canceled and the Seller will receive a refund for the order.
For orders involving copyright infringement:
– If the product violates copyright and the Seller fails to provide proof of usage rights (whether the order has been shipped or not), the order will be canceled and a partial refund issued after deducting applicable costs based on the order status.
– If the order is shipped and is held by customs, claimed by the Buyer, or flagged by a copyright owner for infringement, PrintHub is not responsible and will not issue a refund.
Order shipping
In case the order has a problem with the tracking number (invalid, inactive, not updated, etc.), PrintHub will work with the supplier to update the tracking or notify the current status of the order to the Seller.
In case the order has not been successfully delivered after 30 business daysfrom the payment date (and the tracking status does not show delivered), PrintHub will resend the product to the Buyer or issue a full refund to the Seller.
If the tracking number shows Not Found or PrintHub confirms that the order is lost, PrintHub will resend the product to the Buyer or issue a full refund to the Seller.
If the tracking number shows delivered, but the Buyer reports not receiving the order, PrintHub will handle the situation as follows:
– The shipping address is incorrect or incomplete, the recipient was unavailable, the package was refused, or it was stolen: PrintHub is not responsible for any refund. Buyers may pay an additional fee to resend the order if desired.
– The Buyer provided the correct address, and there was a mistake by PrintHub’s fulfillment team or a confirmed error from the local shipping carrier (with written proof from the local carrier): PrintHub will resend the product or issue a full refund to the Seller.
– The Buyer provided the correct address, and PrintHub fulfilled the order accurately (the shipping label matches the Buyer’s provided address): PrintHub will provide the contact information and phone number of the shipping carrier so the Buyer can follow up directly.
Order complaints
If an order contains a product that is claimed to infringe on copyrighted content and the Seller cannot provide proof of usage rights, PrintHub will not be responsible for the issue. PrintHub will not refund the base cost or shipping fee in the following cases:
– The Buyer cannot receive the package because it is held or seized by customs due to copyright infringement;
– The Buyer files a complaint regarding copyright infringement;
– The copyright owner files a complaint about the product violating copyright.
Within 07 business days from the delivery date shown on the tracking number, if the Buyer files a complaint (e.g., the product is incomplete, there are clear discrepancies in color, design, size, quantity, or the item is damaged during shipping) compared to the order confirmation, the Seller must provide full order details and supporting images/videos to PrintHub. If the issue is confirmed to be caused by PrintHub, PrintHub will send a replacement product to the Buyer or refund part or all of the order value to the Seller, depending on the specific condition of the order.
PrintHub is not responsible and reserves the right to reject complaint handling in the following cases:
– The product/order information displayed on the Seller’s online store does not match the information provided by PrintHub;
– Buyer-side subjective reasons such as: the product is damaged by the Buyer during/after unboxing, ordering the wrong item, etc.
Understand PrintHub's claim handling process
If you need further support or information, please contact ShopBase via live chat channels or email us at support@shopbase.com.
In complicated cases, Seller and ShopBase can negotiate to come up with the optimal solution at that time.
The term Order value in this policy includes the original price of the product (base cost) and shipping fee (shipping fee) made on PrintBase/PrintHub's system.
List of restricted ship-to countries/regions for PrintHub & PrintBase products.
For orders with products that need uploading design, please refer to this article.
Overview of PrintBase
Overview of PrintHub
ShopBase is an e-commerce platform that allows everyone to set up stores to sell online. Sellers can freely select their own order fulfillment, payment gateway, and customer support services.
PrintBase is an all-in-one Print-on-demand e-commerce platform that provides Sellers with online stores, payment gateways, customer support, and order fulfillment services. When using PrintBase, Sellers do not have to deal with Buyers. Once the Seller sets up a campaign and receives an order, PrintBase's operations team will process the order and work directly with the Buyer.
PrintHub is a POD order fulfillment service (receiving, printing, packaging, and shipping orders) for Sellers on ShopBase and other platforms. When using PrintHub, Sellers will be solely responsible for customer care and payment provider management. ShopBase operations team will only handle order processing.
In this article
A. PrintBase policy
B. PrintHub policy
C. Notes
A. PrintBase Policy
PrintBase Policy
The Buyer can update order information (product variant, address) or cancel the order within 6 hours of the order created time. If the Buyer's order updates alter the Seller's profit, PrintBase will calculate the pricing difference to collect from or refund to the Seller. The modification details will be automatically updated and displayed on the order details page.
For canceled orders, the reimbursements/non-reimbursements for the Sellers will be made in accordance with the Policy for PrintBase 's Sellers and the order status.
If a Buyer files a claim for an order, Sellers or PrintBase shall be held responsible, subject to Policy for PrintBase's Sellers.
Qualifying cases in which a Seller’s order profit is not deducted and PrintBase assumes responsibility
Once an order has been fulfilled, PrintBase will directly contact the Buyer and partially or fully refund the Buyer (if necessarily) without deducting the Seller’s order profit in the following cases:
Orders that are not successfully delivered after 45 business days following the order's placement date.
Orders in which a Buyer files a claim in regards to product quality (defective goods, obvious differences in color/style/size) not as stated in the order confirmation. The claim is submitted within 07 business days after the order delivery date recorded on the tracking number.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.
Orders with out-of-stock item(s). The Buyer agrees to keep the order and wait for restock. However, PrintBase cannot restock after 14 days and must cancel the order.
Cases in which order profit is deducted
Order profit will be deducted in the following cases (the deducted amount will be charged directly to the PrintBase Balance. If the Balance is negative, the amount will be directly charged to the credit card linked to the PrintBase Balance):
Orders that are canceled upon the Buyer’s request (within 6 hours since order placement).
Order that cannot be processed because Buyers completed the order payment on the checkout page, but the transaction failed.
Orders that are canceled due to a high risk of fraud.
Orders that are canceled because the product violated copyrighted images that the Seller could not prove their right to use.
Orders with out-of-stock items (and the Buyer does not want to keep order and wait for restock).
Orders canceled due to restricted ship-to regions. PrintBase previously notified to the Seller.
Orders that cannot be processed due to the wrong shipping address provided by the Buyer and PrintBase cannot contact the Buyer to obtain the correct information, or at the time of contact, the Buyer refused to provide information and requested an order cancelation.
Orders that cannot be processed due to a force majeure, such as natural disasters, disease outbreaks, production materials are out-of-stocks, customs clearance cannot be completed, shipping units cannot transport orders, etc and the Buyer does not agree to hold the order and wait for it to be able to process.
Orders that are claimed due to the following reasons:
– The Seller provides inaccurate information about the products to the Buyer.
– The Seller uses product, order, and policy information on the advertising platforms and sales pages that are not in accordance with the PrintBase's information, or uses outdated information after PrintBase has updated, leading the Buyer to misunderstand product, order, or policy.
– The Seller uses a product artwork/mockup that does not meet PrintBase ’s standards, or uses the outdated artwork/mockup after PrintBase has updated the new standards, resulting in a poor quality, defective, or not-as-advertised product.
– The Seller provides product artwork that contains typos and grammatical mistakes to PrintBase, resulting in a poor quality, defective, or not-as-advertised product.
– The Seller uses material-imitating effects that do not accurately reflect the actual material and quality of the product.
– When a chargeback request is submitted on the payment gateway attributed to the fault of the Seller, the Seller will be temporarily charged a certain amount and will be deducted from PrintBase Balance to process the request. The charged amount includes the chargeback fee required by the payment gateway, and order-related costs (depending on the order status). If the chargeback is won by PrintBase, the whole charged amount is refunded to the Seller.
The Seller requests a refund to the Buyer and the Seller's profit is deducted; or other cases due to the Seller's subjective error.
Reimbursements for canceled PrintBase orders can be found here.
B. PrintHub Policy
Order processing
Normally, orders will be processed immediately after successful payment. Therefore, Sellers should avoid changing order information after payment. If changes are necessary, please contact PrintHub and PrintHub will confirm the changes that can be made depending on the order status at that time.
If the Seller does not request a hold/cancellation before the automatic payment time (0:00 & 12:00 UTC daily), the orders on PrintHub will be paid and processed. accordingly.
In case PrintHub is unable to provide a tracking number within the following timeframe after the order is paid (excluding cases where the order cannot be processed and the Seller is informed), the refund policy applies:
– For orders delivered within the United States: If a tracking number is not available after 5 business days, the Seller may choose to receive a 10% refund of the order value while the order continues to be processed; or cancel the order and receive a 100% refund of the order value.
– For orders delivered to all other countries/regions: If a tracking number is not available after 15 business days, the Seller may choose to receive a 10% refund of the order value while the order continues to be processed; or cancel the order and receive a 100% refund of the order value.
In case the order is out of stock, PrintHub will notify the Seller via email/chat and proceed based on the following:
– Out of stock with no restock date: The order will be canceled and refunded to the Seller.
– Out of stock with a known restock date:
• If the Buyer does not agree to wait: The order will be canceled and refunded.
• If the Buyer agrees to wait: PrintHub will proceed with order fulfillment once the item is restocked.
For orders that cannot be processed or shipped due to address issues or other objective reasons:
– Incorrect shipping address identified before the order is shipped: PrintHub will notify the Seller via email/chat. If no correct address is provided or the Seller requests cancellation, the order will be canceled and a partial refund issued after deducting applicable fees based on the order status.
– Incorrect address but the order has already been shipped and is undeliverable: PrintHub is not responsible for any refund. Buyers may choose to pay an additional fee to resend the order.
– Buyer refuses the package, is unavailable, or the order is stolen after delivery: PrintHub is not responsible for any refund. Buyers may pay an additional fee to resend the order.
– In cases of force majeure (e.g., natural disasters, epidemics, customs issues, etc.), PrintHub will notify the Seller and agree on a resolution plan.
In cases where an order was canceled due to restricted ship-to regions, PrintHub will notify the Seller via email or LiveChat. The order will be canceled and the Seller will receive a refund for the order.
For orders involving copyright infringement:
– If the product violates copyright and the Seller fails to provide proof of usage rights (whether the order has been shipped or not), the order will be canceled and a partial refund issued after deducting applicable costs based on the order status.
– If the order is shipped and is held by customs, claimed by the Buyer, or flagged by a copyright owner for infringement, PrintHub is not responsible and will not issue a refund.
Order shipping
In case the order has a problem with the tracking number (invalid, inactive, not updated, etc.), PrintHub will work with the supplier to update the tracking or notify the current status of the order to the Seller.
In case the order has not been successfully delivered after 30 business daysfrom the payment date (and the tracking status does not show delivered), PrintHub will resend the product to the Buyer or issue a full refund to the Seller.
If the tracking number shows Not Found or PrintHub confirms that the order is lost, PrintHub will resend the product to the Buyer or issue a full refund to the Seller.
If the tracking number shows delivered, but the Buyer reports not receiving the order, PrintHub will handle the situation as follows:
– The shipping address is incorrect or incomplete, the recipient was unavailable, the package was refused, or it was stolen: PrintHub is not responsible for any refund. Buyers may pay an additional fee to resend the order if desired.
– The Buyer provided the correct address, and there was a mistake by PrintHub’s fulfillment team or a confirmed error from the local shipping carrier (with written proof from the local carrier): PrintHub will resend the product or issue a full refund to the Seller.
– The Buyer provided the correct address, and PrintHub fulfilled the order accurately (the shipping label matches the Buyer’s provided address): PrintHub will provide the contact information and phone number of the shipping carrier so the Buyer can follow up directly.
Order complaints
If an order contains a product that is claimed to infringe on copyrighted content and the Seller cannot provide proof of usage rights, PrintHub will not be responsible for the issue. PrintHub will not refund the base cost or shipping fee in the following cases:
– The Buyer cannot receive the package because it is held or seized by customs due to copyright infringement;
– The Buyer files a complaint regarding copyright infringement;
– The copyright owner files a complaint about the product violating copyright.
Within 07 business days from the delivery date shown on the tracking number, if the Buyer files a complaint (e.g., the product is incomplete, there are clear discrepancies in color, design, size, quantity, or the item is damaged during shipping) compared to the order confirmation, the Seller must provide full order details and supporting images/videos to PrintHub. If the issue is confirmed to be caused by PrintHub, PrintHub will send a replacement product to the Buyer or refund part or all of the order value to the Seller, depending on the specific condition of the order.
PrintHub is not responsible and reserves the right to reject complaint handling in the following cases:
– The product/order information displayed on the Seller’s online store does not match the information provided by PrintHub;
– Buyer-side subjective reasons such as: the product is damaged by the Buyer during/after unboxing, ordering the wrong item, etc.
Understand PrintHub's claim handling process
C. Notes
If you need further support or information, please contact ShopBase via live chat channels or email us at support@shopbase.com.
In complicated cases, Seller and ShopBase can negotiate to come up with the optimal solution at that time.
The term Order value in this policy includes the original price of the product (base cost) and shipping fee (shipping fee) made on PrintBase/PrintHub's system.
List of restricted ship-to countries/regions for PrintHub & PrintBase products.
For orders with products that need uploading design, please refer to this article.
Related articles
Overview of PrintBase
Overview of PrintHub
Updated on: 22/04/2025
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