Getting a replacement card when it arrives defective

Two of my orders over the past 18 months arrived with production defects. Both were replaced, but the process was different each time. Here is how it works and what to do.

What counts as a production defect

A production defect is something that went wrong at the vendor's end, not something caused by shipping or handling on your end. Examples: hologram in wrong position, barcode that does not scan, wrong font or layout element, incorrect colors on the card face, surface scratches on a brand-new card (indicating insufficient packaging), wrong information that differs from your approved proof.

Receiving a card that is correctly produced but not what you expected — because you ordered the wrong state, chose the wrong option, or were disappointed by realistic expectations — is not a defect. Vendors distinguish between these situations and respond differently to each.

How to document and submit

Photograph the defect clearly in good lighting. For a mispositioned hologram, photograph at the angle that makes the misalignment obvious. For a non-scanning barcode, include a screenshot of the scanner app showing the decode failure. For wrong information, photograph the card face and include a screenshot of your approved proof showing what it should have said.

Message the vendor with your order number, the specific defect, and the photos. Keep the message factual and concise. The vendor needs to verify the defect and determine whether it is their production error, which your documentation makes straightforward.

What to expect

Reputable vendors replace confirmed production defects at no charge and with priority in the production queue — faster than a new order. The process for my two replacements took 8 and 12 days respectively from report to replacement delivery.

If a vendor resists replacing a clear production defect or demands payment for a replacement, that tells you something important about their post-sale service that affects whether you should order from them again.