Q: Where are you located?
A: We are located in Chatsworth, California
Q: Do you have a retail store?
A: At the time of this writing we don't have a retail store. We only sell online.
Q: Do you have templates for your products?
A: We have templates for some of our products. We don't have templates for regular shaped products - by regular shape we mean square, rectangle, and round. It is pretty easy to print your design to fit these types of products because the shape is simple.
Q: How can I redeem my points?
A: Please visit this page and watch Video #1: How to redeem your points
Q: What is your order processing time?
A: Orders are processed and shipped within 48 hours, not including weekends. During peak seasonal months, orders are processed and shipped within 5 business days.
Q: How long will it take to get my order?
A: Shipping takes an average of 3 to 6 business days for all US orders. Canada deliveries can take anywhere from 7-10 business days. Delivery details will be provided in your confirmation email.
Q: What time is your cut-off for order processing?
A: We process all of our orders within 48 hours from the date the orders were placed, except items that we laser cut in-house. Our laser-cut items are produced within 3 to 5 business days.
Q: Do you offer discounts for bulk orders?
A: Yes, we do. Generally, we offer 10%-15% for 100 pieces or more of the same item. For anything 200 pieces or more of the same item, we can give up to 20% off. Please contact us for this type of inquiry.
Q: Why does your website show that you do not ship to my state?
A: We get our shipping rates directly from the carriers' websites and sometimes when there is an issue with receiving the data our website will show that we are not shipping to (insert US state name here). When this happens you may reach out to us and we can help you by creating your order manually.
Q: How long do you keep Invoices open?
A: If we sent you an invoice for a manual order you asked us to create for you, we will reserve the items for you for 48 hours. If you have not paid the invoice within 48 hours we will delete the draft order and make the reserved items available for other customers to purchase on our website. For example, you reached out to us on a Monday to ask for a discount for a bulk order for a specific item. We create your order manually, applied the discount and emailed you the invoice. If the draft order is not paid by end of day Wednesday then the draft order will be deleted.
Q: What shipping carriers do you use?
A: At this time we use USPS and UPS for all of our US orders and we use USPS for all of our Canada orders.
Q: Do you provide tracking numbers on your orders?
A: We provide our customers their tracking number as soon as we process their order.
Q: Do you ship internationally?
A: We only ship within United States and Canada.
Q: Do you offer Free Shipping?
A: Yes, we do! We now offer FREE Shipping for orders over $199 for the 48 Contiguous States and District of Columbia. We offer FREE Shipping for orders over $249 for all Canada orders.
Q: Do you offer local pick-up?
A: Yes, we accommodate local pick-up. When you place an order for pick-up, please choose "pick-up" from the shipping option. We will send you a notification email once your order is ready for pick-up.
Q: What time can I pick-up my order?
A: Our pick-up time is from 12:00 PM to 4:00 PM PST Monday to Friday excluding Weekends and Holidays.
Returns & Cancellation Questions
Q: Can I cancel my order?
A: We can accommodate order cancellation request. The customer will be responsible for a 5% cancellation fee. This means once we cancel your order as per your request, we will issue you a full refund less 5% cancellation fee. i.e. If your order was $100 and you requested for us to cancel your order, we will accommodate your cancellation request and we will refund you a total of $95 which is your original payment amount ($100) less 5% restocking fee (5% x $100 = $5).
Q: Can I return my product?
A: Yes, if the product qualifies for return. Please visit our Refund Policy here: https://inkfiniteesublimation.com/policies/refund-policy
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