How long will my order take?
It depends on what items you have ordered. If your order contains only stock items or personalized items that do not require a preview, it will be shipped the same or next business day. If your item requires a preview, we will send your preview within 24 hrs and your order will normally be printed on the next business day after you have approved your preview. We produce and ship orders Monday-Friday, and do not ship on weekends. We do send previews on weekends. If there is any reason it will take longer than 2-3 days to produce your order (for example, if something is out of stock), we will contact you and let you know.
What shipping methods do you use?
We use USPS Priority mail for most orders unless otherwise specified. Priority mail typically takes 2-3 business days but is not guaranteed for a particular day and may slow down during the holiday season. If you need faster shipping or a guaranteed delivery day we also offer FedEx 2-day and FedEx next day shipping. Please be aware that FedEx does not pick up or deliver on Saturday and Sunday and do not count those days in their promised delivery times.
I like one of your designs but would like to change the wording or colors - can I do that?
Yes! For most of our custom items it is a simple matter to change the text and/or colors - send us an e-mail at firstname.lastname@example.org describing what you would like to do and we’ll let you know if it’s possible.
Can you print my own design or photo onto your items?
Yes! Many of our items will work for this purpose - plaques, ceramic tiles, mugs, T-shirts, luggage tags, name badges, paperweights, coasters, mousepads, door hanger signs, stuffed animals w/T-shirts, and more. We are always happy to work with teams, clubs, businesses, and organizations to make products with your designs for promotional purposes or special events, and do not have any minimum order requirements or setup fees.
Is your site secure? I don't see the lock symbol on my browser.
Yes! We use secure checkout powered by Shopify, one of the leading online shopping cart systems in the world. After you have added your items to the cart, when you click "check out" you will then be brought to the secure screen for entering your payment information and at that point you will see the security lock symbol on your browser.
Do you offer bulk or quantity discounts?
The process that we use to produce our products is expensive and time consuming, and is a process that is primarily intended for small volume orders rather than large volume ones. We can handle large volume orders, but unfortunately it is not like screen printing, in which the cost goes down dramatically as you produce more pieces of the same design. It costs the same for us to produce the 50th piece as it does the first. We do not charge any setup fees and have kept our prices low in order to be affordable, but this means that on most items we cannot afford to give large discounts on volume orders. But if you are interested in ordering in larger quantities, contact us at email@example.com with a description of what you are looking for and we will give you a quote.
What is your return policy?
We want our customers to be satisfied, and will work hard to make sure that happens! All stock, non-personalized, non custom-printed items may be returned within 30 days for a full refund of the item price (shipping is not refunded). Certain items that are not personalized are still custom printed as ordered...these include things featuring choices of Chinese Characters, flags, or other options. Contact us first to see if these items are returnable - if it is something we feel we can use it again we will usually let you return it, but if it is something we made just for you and do not have a good chance of selling again, then I am sorry, but we cannot accept it as a return. Please contact us at firstname.lastname@example.org before trying to return anything. If you paid by credit card a refund will be issued to your account. If you paid by PayPal we will issue a PayPal refund to you. From 30-60 days stock items may be exchanged for other items of equal value, and you will only be charged the cost of shipping the new item.
Personalized and custom created items are not returnable if we have made them according to your order. We send previews of our more complicated items ahead of time to reduce the possibility of errors. If there is an error in your personalized item which is our fault, please notify us by e-mail at email@example.com within 2 weeks of receiving your order and we will replace it for you at no charge. If we filled your order correctly but you decide you want to change your item for a different color, size, design, because you made a mistake when you ordered, or any other reason, please write to us explaining the situation and we will work with you to make you a new item at a reduced price. In this case you would be responsible for the shipping cost of the new item.
If I join your email list will I get a lot of junk mail?
No! We only send out 1-2 emails a month at the very most and sometimes not even that many. The emails will tell you about new products and often contain discount coupons that you can use on future orders. We will NEVER sell your email address to anyone else!
I have a question about my order - how can I reach you?
You can reach us by e-mail any time at firstname.lastname@example.org. We check e-mail frequently throughout the day and will respond quickly to any questions. You can also call us at 800-939-2042 or 707-588-8820 between 9 a.m. - 2 p.m. Pacific time. We are a small family business and if we are out, please leave a voice mail message with your name and a good time to return your call, along with what time zone you are in and we will contact you as soon as we return. If you need to reach us right away it is better to email as you will get a faster reply.