Orders and delivery
Cancellations and order-issue policies
Know the time limits for requesting a cancellation or reporting a problem with an AMS physical-product order.
Read as Markdown ↗You will: Submit the right support ticket within the stated window.
What you need
- Your order number and the time the order was placed.
- For an issue, the pickup-ready notice or carrier delivery date.
- Photos and the affected item count, when relevant.
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Use a private conversation for order details. Leave out passwords, card details, locker codes, and private access links.
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The time limits at a glance
These rules do not take away a remedy required by law. AMS reviews reported problems against the order and the terms that apply to it.
| Request | Time limit or rule |
|---|---|
| Cancel an order | Submit a support ticket within 10 minutes of placing the order. |
| Cancellation fee | Direct AMS orders: 5% admin fee. Campaign Stores: the separate 10%-of-refund fee replaces this fee. |
| Report damage or another order issue | Within 10 calendar days of being marked ready for pickup or delivered on carrier tracking. |
| Lost or stolen package marked delivered | Not eligible for AMS compensation. |
Request a cancellation within 10 minutes
Open the support ticket form immediately
Choose Order Issue. The ticket must be submitted within 10 minutes of placing the order, not just opened within that time.
Include the order details
Enter the order number, ordering email, and time the order was placed. In Message, clearly request cancellation. Complete the required contact fields and phone verification, then choose Submit Request before the 10-minute window ends. Keep the submitted request and any confirmation.
Watch for AMS’s response
A submitted ticket is a request; wait for AMS to confirm the cancellation. Direct AMS cancellations carry a 5% admin fee for nonrefundable payment-processing costs and administration. Campaign Stores use their separate refund-fee policy instead.
Report damage or an order issue within 10 calendar days
Submit the issue within 10 calendar days of the item being marked ready for pickup or delivered on carrier tracking. Report problems promptly rather than waiting until you need the items.
Include the order number, what is wrong, how many items are affected, and clear photos. Keep the packaging and affected or unused items while AMS reviews the issue.
For transfer application problems, include the exact transfer product, garment or surface material, and the settings or steps used. A report does not automatically approve a reprint or refund; AMS reviews the issue and applicable resolution.
A package is marked delivered, but I cannot find it
Packages reported lost or stolen after carrier tracking marks them delivered are not eligible for AMS compensation.
Check the tracking details, delivery location, and anyone who may have accepted the package. Contact the carrier about its delivery record. You can ask AMS for help identifying the shipment, but that does not change the compensation rule.
Need a correction rather than a cancellation?
Send AMS the order number and exact correction as soon as you notice it. Artwork, quantity, size, or address changes need AMS confirmation and may no longer be possible once processing starts.
Changing a file or address elsewhere in your account does not change an already placed order. Do not submit another paid order to correct the first one without checking with AMS.
What to do next
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