FAQ

Below are frequently asked questions by our customers. The questions are divided into several categories to help you locate your answer quickly. If you cannot find the question you are looking for, don’t hesitate to contact us. Our customer service representatives are always at your service.

General Information

Q: Will you disclose any client’s information to any outside parties?

A: Never. We understand how important business information is for each customer. Any logo, text or other private information are strictly confidential. We operate all legally and morally.

Q: What are your Customer Service hours?

A: Our support staff is available 24 hours a day, 7 days a week. They can be reached by skype or email.

Q: Can I place my order online at any time?

A: Yes, online orders can be placed 24 hours a day.

Q: Can I return the products I ordered after I have received them?

A: Of course! We offer a huge selection of high quality merchandise and we are very proud to stand by these products 100%. If, for any reason, you are not completely satisfied with your purchase, we will make a new one for you or give you a refund.

Artwork

Q: What file types does we accept?

A: AI and PDF are two formats often used for printing in our factory. And other file formats are acceptable, but the scale of the graphic should be 1:1 for the other formats.

Q: Can you ensure the printing color is the same to my artwork?

A: All the RGB files will be converted to CMYK when printed. This conversion may lead to slight color difference, which will have influence on the final print effect. To reduce the color difference, we will check your artwork color with standard Pantone C card, so please specify your Pantone color when submitting your artwork.

Q: I need a little more help getting my art file ready. Do you have Artwork Specifications to check?

A: Yes, click Artwork Specifications for more graphic specifications. If you need extra help, you can contact our customer service representatives.

Q: How do I request Artwork Design service?

A: To utilize our Artwork Design service, first, choose a product you want to buy. In the Product Page, click Artwork Design. And then choose one kind of artwork service according to your needs.

Order & Shipping Help

Q: What kind of shipping method do you use?

A: We offer reliable and professional shipping service to ensure the order reach you promptly and safely. FedEx and UPS are commonly used when shipping your order, and if you need to ship with other shipping methods, please contact with our representatives for customer service.

Q: Can I upgrade the Shipping Address?

A: Yes, you can upgrade your shipping or change an address the day before an order is scheduled to ship. Please contact us immediately and our Customer Service Representative will assist and confirm this change.

Q: What do I do if I cannot find certain items in the package?

A: First, check that the order was shipped and delivered in full. Your order may be shipped in multiple boxes, so ensure all packages are delivered. If all boxes have been received, review the packing slip carefully and inspect the contents of your packages. Contact us if your order was delivered with missing items or parts.

Q: How long does it take to receive my order?

A: Normally, we offer 2-day, 3-day and 5-day turnaround time for all our custom products, plus 3 days’ shipping, and altogether it takes about 5 days to reach to your door. But the delivery time also depends on your order quantity, the complexity of your images and distance to your destination.

Q: What if my package is inspected by the customs?

A: Customs inspection is usually a routine inspection. If the goods are involved in brand copyright, it is necessary for you to provide the brand Letter of Authorization and the goods will have to be examined by the customs. If there is a discrepancy between the customs data and the actual number of objects, you should provide information or write a report.