FAQ
Q: How long does it take until my order is cut and processed?
All of our products are made-to-order. Same day production is applied to all orders within M-F normal work hours. Orders placed after hours or on weekends will be produced the next business day.
Q: What do I do if the item I received differs from the product I ordered?
If you were sent the wrong product, the wrong color or t-shirt size, please email us right away. In the email, please include a clear photo of the product in question. We’ll review your order and if the wrong product was sent we will get the correct product shipped out to you as soon as possible. If the product was already installed, or if you cannot provide a clear photo of the product in unused condition, we are not able to offer any refund or exchange.
If you ordered the incorrect product, are unhappy with the color or size, unfortunately we cannot allow a refund or exchange as each graphic / t-shirt is made to order and cannot be re-used or re-sold. Please make sure to double-check your order as well as the product descriptions before placing your order to ensure you are ordering the correct product(s). If you are unsure, you can always email us to answer any questions before ordering.
Q: What do I do if the item I received is damaged?
If any of your products are damaged please email us right away. In the email please include a clear photo of the damage. We’ll review your order and if the product was poor quality production or damaged in shipping, we will get the correct product shipped out to you as soon as possible. If the product was already installed, or if you cannot provide a clear photo of the product, we are not able to offer an exchange.
Q: I tried to install the product, but ruined it in the process, is there anything you can do?
Unfortunately, we are not held responsible for a failed installation. If you have any questions at all before installing our products, please email us and we’ll help in any way you can. If you feel like you can not install your graphics correctly, you should find a local professional to ensure proper installation.
Q: I made a mistake with my order, how do I correct it?
If you made a mistake with an order you placed, email us immediately with your order number and issue information, we will do all we can to accommodate the correction. Please note, if you do not contact us within 24 hours, we cannot guarantee that your order has not already shipped.
Q: When will my order ship?
Orders will be shipped once your order has been processed. When your order ships you will receive an email from us letting you know. If you chose a trackable shipping method you will receive a tracking number in that email.
Q: What are my shipping options?
Vinyl decals and stickers are shipped USPS First Class. Shipping time for this service is generally 1-3 days. Clothing is typically shipped FedEx ground or USPS First Class, depending on the package size.
Banners are shipped UPS Ground.
Q: How do I get free shipping?
All decal orders to a US lower 48 address qualify for free USPS First Class shipping.
Q: How can I return an order?
Returns are accepted for non-personalized orders. Please ship back to us and we will issue a refund or exchange depending on the circumstance.
Q: My package was supposed to arrive today, but I have not received it yet. What should I do?
Packages are delivered by 8pm in your time zone daily. If it is not yet 8pm you can view your tracking information in your Order History under My Account. You can also contact us at any time, and we’ll be glad to assist.
Q: What if my package is returned to the sender?
If the carrier was unable to deliver your order and it was returned to our manufacturing facility, please Contact us – we’re here to help.
Q: What’s your return policy?
We offer returns and exchanges, if there’s something wrong with your order, please let us know by contacting us at sales@provinylco.com! We will provide you a shipping label to print off and return in the same packaging that it arrived in.
Q: Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at sales@provinylco.com with photos of wrong/damaged items and we’ll sort that out for you. We will provide you a shipping label to print off and return in the same packaging that it arrived in.