Customer Service

Print Shop Announcement

If you have any questions, always feel free to contact us and we are happy to help out. Thanks again for your support!!!

The shop is open M-F (8-5pm). We are based in Southern California, Pacific Time. We might answer messages throughout the day/evening, even weekends, but please understand that 'hands-on design' happens during business hours above. 

*** We do not design items on the weekend, please understand. We can make exceptions, but it might require a rush fee – feel free to inquire BEFORE purchasing your order so we can work out the details together. We also can not always accept rush orders – so please respect that we are a small business, if we can help you out, we will try our best!! ***

We take pride in our work. We were one of the first on Etsy offering unique shapes for business cards (our shop name was Designs by Thoughts), and the very FIRST to offer the ability to “imagine ANY shape” and we can make it a reality. We are a full service business, run by a mom & daughter, offering HANDMADE high quality designs. All of our items are HANDMADE with love and care!!! We do all designing, cutting, printing and shipping from our own studio in the Southern California mountains.  We do not send any of our work off-site!! 

Our turn around times are one of the BEST. Currently our turn around time is 1 business day for all proofs, and 2-3 business days, once final approval is received, to cut/print and ship your item(s) out. You often will receive communication from us within a few hours of your original purchase/request.

Payments

All payments should be made in advance. You can use all major credit cards, or Paypal, to pay for any of the items we sell.

We cannot offer any digital drafts, proofs or other customized designs without a purchase being made. Please understand, designing takes time – time away from orders which have been paid for and need to be processed. We include a draft of your item with every order that comes through (if you have requested custom work), so you always have a chance to make edits before the final item is sent to you.

Coupons & Discount Codes

If you are using a coupon, please make sure to enter it BEFORE checking out. Once your transaction is complete, and payment is sent, coupons will no longer be accepted. Please understand, but this is a policy of many companies and we honor the same policy too.

Custom Design Work

It is important that our customers are thrilled with the designs that we create. We also think it is important to be up front about what is included in our products – and what might be an additional cost.

What is included:
Most of the products in our retail shop offer customers the chance to send custom text and we will place it on the item you are purchasing.  We lay everything out, according to the images shown, and will send a proof for review before printing/shipping your order.  You have the chance to make one revision, on all items, before they go to print.

What might cost extra:
For clients who want something more customized (changes in fonts, colors, etc), or who want completely custom graphics created and used for their item, we do offer that for an additional fee. This fee will cover making additional changes to the item as shown, creating custom graphics, adding your logo (if you want a logo added to any of our designs), as well as creating a custom die-cut shape (if you wanted something that we don’t currently offer). This is a one-time DESIGN fee, so if you choose to reorder the same items in the future you will not pay this “design” fee again (unless you want to redesign the item, and do not order the same design previously purchased). The fee will be determined by the complexity of the project, feel free to ask about any potential additional costs using our custom request form here.

We hope this information helps to clarify our business, but we welcome questions if anything is unclear. Just contact us, we are happy to help out!!

Refund Policy

All printed items from our shop are brand new, custom made, and always HANDMADE. If you have any problems, please contact us first so we can work things through. We are always accessible, and willing to help out!  We may be able to offer a full refund, partial refund or a complete replacement order depending on your order and any issues that might arise.  Please contact us within 3 days of receiving your order (tracking information will help determine when an item is delivered) to let us know if there are issues so we can work together to fix them.

We can not offer refunds for complete custom work (custom designed printed labels, cards, invites, websites, graphics, etc). If you have a problem, let us know and we will work out a possible replacement or other compensation. It is very important that proofs & communication we send are carefully reviewed and approved, because we follow them carefully to create your final designs. If you have made a mistake, and do not realize it until you receive an item, then please understand you might have to pay additional for revisions or replacements (to fix those errors). If the mistake was on our part – we will offer a full replacement promptly at no additional cost to you.

Refund policy on incomplete orders (labels, business cards, etc)

If you have ordered from us, but did not provide all of the necessary information so we can deliver a draft (when you requested a custom edit), please contact us within 7 days and you are welcome to a full refund of your order. After that time, we ask that you follow through with the order so we can deliver your item as originally purchased.

If you did provide the information we need, and we delivered a draft – please understand that depending on the order size, there may be a “design” fee to cover our time spent and credit card processing fees. The remaining amount of your order can be refunded after this fee is assessed. Please understand – these instances are ONLY if you did not follow through with an order, did not communicate with us in a timely manner and your final items were NOT sent to you. We try to communicate with all customers within a few hours of your order (during the business week), and we try to follow up at a later time if we do not hear from you – but we have so many orders coming through that we can not always contact you right away. We hope that you contact us, and follow through with your order. Please keep the flow of communication going – it helps us to serve you better!!

Refund policy on Digital Downloads (print-at-home items)

Our digital downloads are not returnable due to their electronic nature.  We will always work with you in the event you have problems using the files. We want you to be happy with your purchase, and to be able to enjoy it without any problems.  If you are not 100% happy, we will work with you to fix the issue first and then offer a refund if no other option is available.  We stand by our work!