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Frequently Asked Questions (FAQ)

Last Updated: September 11th, 2025

General Ordering

1. How do I place an order?

Simply select your product, choose size and color, add to cart, and complete checkout. You can order as a guest or create an account to track your order history.

2. Do I need an account to place an order?

No, you can check out as a guest. However, creating an account allows you to track orders, save preferences, and view order history.

3. What payment methods do you accept?

We accept major credit and debit cards processed securely through PayPal. Available payment options may be displayed at checkout.

4. Will I be charged sales tax?

Currently, we do not collect sales tax on US orders. Customers may be responsible for applicable state or local taxes based on their jurisdiction.

Production & Processing

5. How long does it take to process my order?

Production time is 1-4 business days regardless of location. Our fulfillment partner Merchize handles production at facilities in the United States and Vietnam depending on product type.

Actual production times may vary based on order complexity, volume, seasonal demand, and operational capacity.

6. What is the difference between US-made and Vietnam-made products?

  • US-made products: T-shirts, mugs, and similar standard items
  • Vietnam-made products: 3D Over prints products and specialized apparel

Production location is determined by product type and cannot be selected by customers. Both types follow the same 6-15 business day total delivery timeframe.

7. What if my order contains both US and Vietnam products?

Mixed orders will ship separately and may arrive at different times. You will receive separate tracking information for each shipment.

8. Can I see a proof of my custom design before production?

Currently, we do not provide design proofs before production. Please review your design carefully during checkout to ensure it meets your expectations. For complex custom designs, you may contact[email protected] before ordering.

9. What file formats do you accept for custom designs?

We accept common image formats including PNG, JPEG, and PDF. For best quality results, use high-resolution files (300 DPI or higher). Specific format requirements may vary by product.

10. What if my custom design violates copyright?

We reserve the right to refuse or cancel orders that may infringe intellectual property rights. Customers are solely responsible for ensuring they have rights to any designs they request. No refunds will be provided for cancelled orders due to copyright violations.

Order Changes & Cancellations

11. Can I cancel or change my order after placing it?

Order modifications may be possible before production begins, typically within a few hours after purchase. Once production starts, cancellations or modifications are generally not possible. Contact[email protected] immediately for assistance.

12. Can I change my shipping address after ordering?

Shipping address changes may be possible if the order hasn't shipped yet. Contact [email protected] immediately to request changes - we cannot guarantee accommodation.

13. Can I get my order expedited or rushed?

Rush orders may be available for additional fees, subject to production capacity. Contact [email protected] to inquire about expedited options for your specific order.

Shipping & Delivery

14. Does PrintSyde ship internationally?

PrintSyde ships within the continental United States only. We do not currently service Hawaii, Alaska, or US territories. International shipping to other countries may be available in the future.

For complete shipping information, please see our Shipping Policy.

15. How long does shipping take?

Total delivery time: 6-15 business days from order placement to your door within the continental United States.

Regional delivery variations:

  • West Coast: Shortest delivery times due to proximity to production and distribution centers
  • Mountain states: Winter weather conditions may cause 1-2 additional days delay (November-March)
  • East Coast: Peak shipping seasons may add 3-5 additional days delay

All timeframes are commitments based on normal operating conditions and may vary due to weather, holidays, carrier delays, or other factors beyond our control.

16. How much does shipping cost?

Shipping costs:

  • First item: $5.95
  • Each additional item: +$3.95
  • Free shipping: Orders $150.00 and up

Shipping costs are the same regardless of your location within the continental US.

17. What shipping carriers do you use?

We use:

  • USPS: Primary carrier for domestic US deliveries
  • DHL + USPS: Combined service for shipments from Vietnam production facilities

18. Can you deliver to PO Boxes or APO/FPO addresses?

We generally accommodate PO Boxes for deliveries within the continental United States. APO/FPO addresses are not currently serviced. Contact [email protected] for specific questions about your address.

19. How can I track my order?

Once your order ships, you will receive an email with tracking information within 1-2 business days. Ground shipments update every 1-2 days as packages move through the carrier network.

20. What should I do if I haven't received my order?

First, check your tracking information and contact the carrier. If tracking shows "Delivered" but you haven't received your package, check with neighbors, building management, or your local post office. If you still cannot locate your package, contact[email protected] with your order details.

Returns & Refunds

21. What items are eligible for return or refund?

Returns or replacements may be accepted if:

  • You receive the wrong item, wrong size, or damaged product
  • Your package is confirmed lost in transit
  • Product has manufacturing defects
  • Change of mind (for non-personalized items in original condition)

All claims are subject to verification and our Returns & Exchanges Policy.

22. What cases are not eligible for return or refund?

  • Personalized/custom items (unless defective, damaged, or incorrect)
  • Wrong size chosen by the customer
  • Claims made more than 30 days after delivery
  • Normal wear and tear from use
  • Items not in original, unused condition for change of mind returns

23. How long do I have to request a return or refund?

Return requests must be made within 30 days of the delivery date. After this period, we are generally unable to accept claims.

24. How long does it take to receive my refund?

Approved refunds are typically processed within 5 business days after we receive and inspect your return. Bank processing may require additional time:

  • PayPal: 3-7 business days
  • Credit cards: 5-10 business days

25. What are my options if there's a problem with my order?

We offer three solutions for eligible issues:

  • Replacement: New item sent to you
  • Refund: Money back to your original payment method
  • Discount for next order: Credit applied to your future purchases

Contact [email protected] with your order number and description of the issue.

26. Do you provide prepaid return labels?

Yes! For customers in the continental United States, we provide prepaid return shipping labels at no cost for eligible returns.

Product Information

27. Do you have size charts available?

Yes, size charts are available on individual product pages. We recommend checking the size chart for each product as sizing may vary between brands and styles.

28. What if colors look different than expected?

Colors may appear differently on your screen due to device settings and display variations. While we strive for accurate color representation, we cannot guarantee exact color matching between your screen and the final product.

29. What if my item doesn't fit as expected?

For non-personalized items, you may return them within 30 days if they are in original, unused condition with tags attached. Please note that returns for fit issues when the correct size was delivered are considered "change of mind" returns.

Business & Policies

30. Does PrintSyde protect my personal information?

Yes, your privacy is important to us. Please see our Privacy Policy for details on how we collect, use, and protect your information.

31. Is PrintSyde a legitimate business?

Yes, PrintSyde operates through registered legal entities:

  • Primary Entity: PrintSyde Pte. Ltd. (Singapore)
  • US Subsidiary: Printsyde LLC (United States)

You can find complete business information in our Terms of Service.

Important Notice: All timeframes, processes, and services mentioned in this FAQ are commitments and guidelines based on normal operating conditions. Actual service may vary due to factors beyond our control, including but not limited to operational capacity, carrier performance, weather conditions, and seasonal demand.

Need More Help?

  • Email: [email protected] (recommended for fastest response)
  • Phone: +1 (307) 995-8067 (limited hours: 9AM-6PM ICT / 7PM-4AM PDT)
  • Visit: Our Contact Us page
  • Support Hours: 9AM-6PM ICT (7PM-4AM PDT / 10PM-7AM EDT)