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FAQ

Is there a time period in which items can be returned?
All returned items are expected to be back to our warehouse within 15 business days of receiving the order. Returns received to our warehouse after 15 business days or without an RMA will be denied. If the return is denied, you will be asked to pay return shipping for it to be returned to you. If the denied return is not claimed within 30 days, it will be considered abandoned.

Will I get a refund for returned products?
All returned items will be returned for In-Store Credit only.

Are there items that can not be returned?
Yes, please review the Returns Policy for the list on Non-Returnable items. 

What do I need to do to start a return?
To begin a return please visit the Returns Policy and fill out the form seen at the bottom of the page titled, "Return Authorization Form".

Where are we located?
We have 4 locations across the US including:

  • Fargo, ND

  • Cincinnati, OH

  • Las Vegas, NV

  • Jacksonville, FL

Do you allow for pickup?
All of our warehouses are distribution centers and do not allow for will call orders.

Are your prices wholesale?
Yes.

Can I order over the phone?
No, all orders are placed online to allow for order accuracy and timeliness. Plus, you will be able to view your order history.

Can I cancel my order?
We do not offer cancellations, due to the speed at which we process orders, once an order has been placed we cannot cancel it. If you are needing to return any of the items on your order please see our Return Policy.

Can I add to my order?
We do not offer add-ons due to the speed at which we process orders. Please make sure to check your order for accuracy.

Is there a cut off time to place an order and have it shipped the same day?
Yes. See our Shipping Policy for more information. Cut-off times vary between 4:00 pm local time zone for next day air and 4:30 pm local time zone for all other orders.

How can I view my past orders?
Order history can be found under the top right corner of the site in your account and under Orders. Any order from January 8, 2020 on will be available in your order history.

I am missing orders in my order history. What happened?
More than likely, you weren't signed in when you placed the order and it was processed as a guest checkout. Please contact customer support to have that order linked to your account. 

I'm missing part of my order. Where is the rest of it?
Check your emails, Did you receive two tracking numbers? If so, the rest of your order is still on the way. If not, you can send us an email to sales@heattransferwarehouse.com and we'll be happy to look into it! You may have a drop shipped material on your order. If you have both large rolls and small rolls/sheets on your order, check inside the core of the larger rolls. If you have multiple patterns on your order, they may be rolled together.

Can I place an order for overnight delivery on a Friday?
Yes, BUT that will arrive on the next business day, typically Monday.

How long will it take for me to get my order?
Depending on your location in relation to the nearest warehouse, you will get your order in 1-3 days. Please see our Shipping Policy for detailed maps. Custom work and drop shipped items will take longer.

I checked on my order and it says "On Hold" What does this mean?
This could mean a few different things. First, it could mean that there's something in your order that is out of stock or cannot be shipped by the current warehouse. Otherwise, we could have a question about a specific request you made. We will call and e-mail you and, if we do not hear a response within 48 hours, we will issue a refund for the item(s) that we cannot ship or for the entire order.

Can I ship my order internationally?
Yes. International orders do not qualify for free shipping. For more information, see our International Shipping Policy.

How do I track my order?
When an order is shipped, you will receive an email notification with a tracking number. You can also sign up for text message updates at checkout (Text messaging and data rates may apply). If you are signed in when you check out, you can view your orders and order information in your account order history.

How long will shipping take?
We do our best to process all orders the same day they are placed Monday-Friday when placed before the regional cut off time. Orders placed after the cut off time or during the weekend or orders with special requests or artwork can take longer, will be processed and shipped the next business day. For more information on shipping regions, view our Shipping Policy. During peak seasons, processing times are subject to change without notice.

Can I change my shipping after placing my order?
Once your order has been placed, due to the speed at which we process orders, changes to orders, including shipping changes, are not allowed. 

Is there a cut off time for placing on order to be shipped the same day?
Yes. See our Shipping Policy for more information. Cut-off times vary between 4 and 4:30 pm.

What is your standard shipping charge?
Orders in the 48 contiguous states under $185 will be charged $9.95-$12.95 for ground shipping and live rates for all other methods. 2 day air and all other methods will be presented at live rates per weight and dimension of your package.

Can I change my address after I place an order?
Due to our policy, we do not allow address changes after an order has been placed. Make sure to check you have the correct shipping address at checkout.

What is Route Purchase Protection?
Click here to read more about Route Purchase Protection

Can I reorder a custom design that I have already ordered?
Your order is defined as a “reorder” if you intend to purchase exact copies of your previous transfers. Only the reorder quantity may be different from the original order. The artwork appearance, color, design size, and transfer type cannot be changed on a reorder. 

SupaColor, Printed HTV, Dye Sublimation, or Sticker Transfers
If your order is defined as a reorder, place the order online as usual and type your original order number in the “Reorder Number” text box.

Rhinestone Transfers
To reorder any of your existing custom rhinestone transfers, send an email to transfers@heattransferwarehouse.com with your design’s original order number and the quantity you wish to purchase. An artist will send a confirmation email with the desired artwork and payment link.
All reorders follow our standard production times for that transfer.
If at any time you want to reorder a design but you want to change something about the artwork, size, or transfer type please email transfers@heattransferwarehouse.com to discuss how to proceed.

Am I able to return custom items?
All custom items are made specifically for you and are non-returnable. 

When is my custom order sent to production?
Printed HTV, Dye Sublimation, or Sticker Transfers:
Before this type of custom transfer can be sent to production, you will need to respond to our Art Department via email. Within 1-3 business days of placing your order, you will receive a proof email from transfers@heattransferwarehouse.com which requires your approval. Once you confirm the size and appearance of your artwork, your custom transfers will enter the production queue. The average production turnaround (after customer approval) is 5-7 business days.

SupaColor:
Firstly, SupaColor orders can be classified as either a Yes Proof order or a No Proof order. They both fall under a 1-2 business day processing time, after which you will be sent an email from transfers@heattransferwarehouse.com concerning your order. If there are any pending artwork issues that may affect printing (i.e. artwork quality/resolution, effects containing transparency, background colors, copyright issues, or small details that will need an outline added by production), you will be notified in order to try and alleviate these issues. Moving on, if a proof was needed and the corresponding $15 proof was paid for, the email you receive will contain a digital proof of your artwork which will require approval to move onto production. If a proof was opted out of, this email will confirm that your order has been sent to production. Production time is then on average 2-4 days followed by a standard 2-Day Air Ship via Fedex. The average total order time for a SupaColor transfer order is 5-8 business days.

Rhinestones Transfers:
Before custom rhinestone designs can be sent to production, you will need to approve several stages of the set-up process via email. The set-up process takes an average of 3-7 business days of email communication with our Art Department. Once the design is finalized, you will be prompted to submit your final payment for the transfers. The average production turnaround (after the final order is placed) is 5-7 business days.

What is a mask?
Mask is a heat safe application tape used for printable vinyl and patterned HTV.

Where can I find application instructions?
All application instructions are available on the product pages. 

Why isn't my material sticking?
Check the application instructions to be sure you are using the correct settings, if you are still having trouble, reach out to our customer support. Be sure to include your order number, the material that you are having troubles with and the garment type and color you are pressing on.

When will I be charged for my order?
All orders are charged at the time of checkout.

What payment options do I have?
Heat Transfer Warehouse accepts payment by VISA, MasterCard, Discover or American Express Credit Cards. We run online purchases through BOLT and Paypal for your convenience. We also have three financing options available for payment, Affirm (minimum purchase of $250), Klarna and Afterpay. 

Why do drop ship products take longer to ship?
These items are shipped directly from the vendor and we have to abide by there shipping and ordering guidelines. All drop shipped items are shipped ground.

Can I return a drop ship item?
Drop ships are custom ordered products that are not stocked within our warehouses, therefore we are unable to accept returns on these items. For a full list of non-returnable items, view our Returns Policy.

Can I overnight a drop ship product?
All drop shipped products are shipped ground from the vendor.

 

 

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