Getting help

CONTACTING BREAK 2

For help with a Break 2 Shop order, use the Message Break 2 option in the Connect section of the app. Let us know that your message concerns a shop order and include your order number.

Please contact Break 2 directly rather than contacting Printful. Even when Printful produces or ships an item, Break 2 is your point of contact and will coordinate with the fulfillment provider when necessary.

WHAT TO INCLUDE

To help us respond quickly, please provide:

Your order number.

The email address used to place the order.

The name of the affected product.

A clear description of the question or problem.

Photographs of the item, packaging, and shipping label if the product arrived damaged, defective, misprinted, or incorrect.

Any relevant tracking information.

Do not include payment-card numbers, passwords, or other sensitive account information in your message.

DAMAGED OR INCORRECT ITEMS

Report damaged, defective, misprinted, or incorrect items within 30 days of delivery. Keep the item and all original packaging until the issue has been reviewed. We may request additional photographs or information before approving a replacement or refund.

DELIVERY PROBLEMS

If an order is delayed, first review the tracking link in your shipping-confirmation message. Tracking may take up to 48 hours to begin showing movement after a label is created.

If tracking has stopped updating, the estimated delivery date has passed, or the package appears to be lost, contact Break 2 with your order and tracking details.

If tracking shows “delivered” but you cannot locate the package, check with household members, neighbors, your building or mailroom, and the shipping carrier before contacting us.

CHANGES AND CANCELLATIONS

Contact Break 2 immediately if you need to correct an order or request a cancellation. We will try to help, but changes and cancellations cannot be guaranteed once production, packing, or shipping begins.

RESPONSE TIMES

We aim to respond to shop-support requests within two business days. Complex fulfillment or carrier investigations may take longer, but we will keep you informed while the issue is being reviewed.