FAQ
Straight answers on ordering, artwork, shipping, and returns.
Ordering
What happens after I place an order?
You will receive an order confirmation, submit any artwork we still need, review a digital proof, and approve it before production begins. We will send tracking information when the completed order ships.
Will I see a proof before production?
Yes. We send a digital proof for approval and do not begin production until it is approved.
Can I edit my artwork or change my order?
Artwork revisions and many order changes can be made before proof approval. Contact us as quickly as possible because approved artwork and items already in production may no longer be changeable.
What should I do if there is a problem with my order?
Please contact us with your order number and a description of the issue. Our team will review it with you.
Artwork
What if my artwork is not ready yet?
You can complete your order and submit your artwork later when the file is ready. Include your order number so we can match the artwork to the correct project.
Which artwork files can I send?
Vector PDF, AI, EPS, and SVG files are preferred. High-resolution PNG, JPG, and WebP files are also welcome. If you are unsure, send the best version you have and our art team will review it.
Do you keep my artwork on file?
We retain production artwork for future reorders. Referencing a previous order helps us locate the correct version.
Can I specify brand or PMS colors?
Yes. Include the color values with your artwork or order notes. Exact matching can depend on the product and decoration method, so our team will confirm what is possible.
Can I use more than one design?
A line item normally uses one design per decoration location. Contact us before ordering if you need multiple designs, personalization, or variable names and numbers.
Shipping
When will my order ship?
Production timing begins after artwork approval and depends on the products, decoration method, quantity, and current schedule. Your order confirmation or project contact will provide the applicable timeline.
Are rush options available?
Rush production or expedited shipping may be available. Contact us before ordering with your required in-hands date so we can confirm options.
Where do you ship?
Standard online shipping is available within the United States and Puerto Rico. Contact us before ordering if you need a destination outside that service area.
Can you blind ship an order?
Blind shipping may be arranged. Use the recipient’s address as the shipping address and identify the blind-shipping request in the order notes, or confirm it with our team.
Returns and Refunds
Can decorated products be returned?
Customized products generally cannot be returned unless the product or decoration is flawed, damaged, or differs from the approved proof. Contact us promptly with the order number and photos of the issue.
Can blank products be returned?
Eligible blank products must be unused, unworn, unwashed, and returned in their original condition. Review the full policy and contact us before sending anything back.