I ordered Salute to Sirius Labrador Framed Tile in addition to Salute to Sirius Large Mug from Cafe Press. The tile was for me and the mug is for a co-worker's birthday.
The order shipped quickly, delivered quickly, no issues. Open the box and the tile had come out of the frame during shipping. I wouldn't have been too worried except it had slid around loose during shipping and had scratched up the wood frame.
Put in a request to return it for an exchange with Cafe Press on line. Received a confirmation of my request almost instantly and within an hour received the following e-mail from Customer Support:
I am sorry to hear your order was not received in perfect condition. I want you to be 100% satisfied with your CafePress.com experience.
I am ordering you a replacement right away at no additional charge. You should receive the replacement by August 22nd. Your new order number is XXXXXXX.
I know the item you received is not up to your complete satisfaction. However, I do not want you to incur any extra charges sending the item back. Please discard the defective item.
If there is anything else I can do for you please let me know.
Your ticket code is XXXXXXXXXXX. Please use this code in any further communication.
CafePress.com Support Representative
Totally awesome and more than I was expecting. I would have gladly returned the damaged one for a replacement. The fact that they don't want me to worry about that is (to me) a mark of great customer service. I will definitely deal with Cafe Press more in the future because of this.
BTW: Unless you feel like having a good cry, do not read Sirius's story on the main item page.... really do not do it.