initial great service turned poor experience
Products are decent. Experience/service not so much.
By Jesse A.
Response from Newstate Branding Co.· May 4, 2026
Our company is not liable for shipments once they leave our facilities. This includes any delivery attempts, delivery changes, delays, pickup requests, or coordination between the carrier and client. Client originally placed order on July 9, 2025. The order was delivered successfully with no issues July 16. On February 12, 2026, client reported a tear due to user mishap. A link to purchase a replacement fabric was provided. Client requested a discount code, which was issued; however, client expressed it was not sufficient. As a courtesy, the owner personally covered all costs and a replacement graphic was produced and shipped at no charge. After dispatch, UPS experienced delivery issues and was unable to reach the client. We proactively contacted the client to advise coordination with UPS. As an additional courtesy, we requested the package be held at a UPS pickup facility and provided the client with the pickup details. The package was not collected within needed time from ups facility. UPS later returned it to their system/warehouse, where it was ultimately deemed lost. Client then purchased a new reprint. That order was produced, shipped, and marked as successfully delivered on April 23, 2026 via UPS.