FREQUENTLY ASKED QUESTIONS
When will my order ship? Do you offer rush options?
Our current PROCESSING time is 3 to 5 BUSINESS DAYS. Orders are normally processed and shipped on the 4th calendar day. If your order is scheduled to ship on a holiday or weekend, it will ship the next business day.
As of March 2017, we now have the option to rush your order! Please choose the RUSH shipping option at checkout which will upgrade you to ONE (1) BUSINESS day processing and Priority shipping.
If you would like to rush your order and the order has already been placed, please contact us to upgrade to the RUSH option.
If your order DOES NOT include printed vinyl, your order should ship within 2-3 days.
Where do you ship to?
As of June 2017, we ship to the following countries:
Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxemburg, Malta, Netherlands, New Zealand, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom, and United States.
If we don't currently ship to your country, please contact us and we can get you a custom shipping quote and/or add your country!
While we are working on setting up the ability to ship international we may have issues. If you run into any issues that prevent you from completing your order, please contact us so we can look into it.
What are my payment options?
Our payment processing is setup through Paypal. If you don't have a Paypal account or would like to pay with a debit or credit card, you can still checkout! Please see the graphic below with screen shots and instructions.
How do I use this product?
Please visit http://howto.smashinginkvinyl.com to watch our tutorial videos that walk you through how to properly use our products.
Even if you have used similar products in the past, our products may work differently, and we recommend watching our tutorials to make sure you are familiar with how OUR products work.
No returns will be accepted or refunds given for improper use of our products, equipment or setting issues, or other errors. We provide lots of resources and are more than happy to answer any questions you may have about how to use our products. If you feel that the issues you are having are from a material defect, please contact us.
What if I want to have something custom printed?
We can absolutely help with custom printing vinyl. Please click here to order custom vinyl sheets.
How do I know what product to order?
We offer 3 different types of vinyl.
651/Permanent: This product is standard adhesive vinyl that is used for outdoor decals, to decorate drinkware, etc. It can also be used on cell phone cases, laptops, and much more. It has a permanent adhesive.
NOTE: All of our specialty vinyl options available (glitter, chrome, fluorescent, etching, etc.) are permanent vinyl.
631/Removable: This product is a standard adhesive vinyl that is made specifically to not damage walls. It can be applied to walls and will not damage the wall or remove the paint when it is removed.
HTV/Heat Transfer: This is the type of vinyl you would want to decorate apparel. It can be heat applied with an iron or heat press.
If you would like more detailed information about each type of product we offer, please click here.
Do you offer other sizes?
Our sheets are custom made to order so we have the flexibility to offer a variety of sizes. If you are interested in a different size than the options we have listed, please contact us for a custom quote! This only applies to our printed vinyl options.
All of our Oracal, HTV sheets, and Specialty Vinyl are only available to purchase in the size options listed. We may in the future add additional sizes, so please check back or let us know if you are interested in anything specific!
Do you offer wholesale or bulk orders?
We can absolutely help with bulk or wholesale orders. Please click here to learn more about our wholesale and bulk options. If you are looking to become a wholesale reseller, we are currently working on setting up these options. Please send us an email to firstname.lastname@example.org to be put on the waiting list for when this option is available.
Can I return or exchange my order? Can I cancel an order?
We only accept returns or exchanges on unused items. The item must be returned to us in the exact condition it was received and it will be inspected before a replacement or refund is issued. You must contact us within 3 days of receiving your item and return the item to us postmarked within 7 days of the date it was received. Return shipping is the responsibility of the buyer and no refunds will be given on original shipping charges. Restocking fees may apply to returned orders.
NOTE: Drop shipped orders may or may not be returned. Please contact us as soon as possible (within 3 days) to see if we are able to process a return on any drop shipped orders. If we are able to, your refund will be processed once the item has been returned to the manufacturer and they have refunded our purchase. Refunds will be processed for the purchased amount less any shipping costs that are included in the price (normally $5). When requesting to return, we will let you know how much your total refund will be before the return process is started if it is an option.
Orders of custom nature not limited to but including custom lengths and widths (over 24 inches), custom cuts, custom patterns, custom colors, custom transfers, and custom decals cannot be cancelled, returned, or refunded. Please make sure to verify all the information before placing your order. We recommend ordering a sample sheet before ordering larger sheets to make sure that the colors/images are what you are expecting since screen and monitor settings can affect how the designs look on screen compared to how they look in person.
If you have issues with your order arriving damaged, incorrect items were shipped, or other errors, please contact us and we will work with you on a prompt resolution. Please contact us about issues within 3 days of the order being delivered.
Orders are processed as soon as they come in. We are unable to cancel any orders once they are placed.
Can I add to my order?
Please contact us as soon as possible if you are wanting to add to your order. In most cases, we can but your order will be updated to the processing time based on the most recent order. We will have you place a brand new order and once your order is shipped, we will process shipping refunds, if any apply. In most cases, we will upgrade you to faster shipping or the additional shipping will cover the cost of the increased weight of your order.
Does the Heat Transfer Vinyl Sheets come with the mask/carrier sheet?
Yes! When you purchase our HTV sheets, you will also receive the masking you will need.
The masking sheets can be reused multiple times so your order will include one (1) carrier sheet per 3 sheets of HTV ordered.
For example, if you order 1-3 sheets of 12x12, you will receive one 12x12 mask.
Also, if you order one 12x24 sheet and two 12x12 sheets, you will receive one 12x24 mask.
If you would like to order more masking, it can be purchased here.
Does your printed vinyl need to be laminated? How long does it last?
Our printed vinyl is rated for 3 years of outdoor use with no lamination, 6 years of outdoor use WITH lamination, 5 years of indoor use without lamination, and 200 years of indoor use without lamination if out of direct sunlight.
The ink we use has an anti-scratch agent which provides a high level of scratch resistance on smooth media (vinyl). Although this helps to decrease the likelihood of scratches, we would recommend adding laminate to vinyl that will be in contact with other items like key chains, drinkware, jewelry, etc.
Glitter Laminate can be found here.
Clear Laminate can be found here.
How do I find out about new products and promotions?
We will periodically have sales and deals available here and grab bags here.
How do I know when my order has shipped? How do I track my order?
When your order is shipped, you will receive an email from us (via ShipStation) with the subject "Your Order has been shipped!". If you click on the email, it will have a link to the tracking information.
You can also access your order history from our website here. You will need to login if you aren't logged into our website already. From this page, click the "Details" button next to the order. This will pull up your order information including a clickable tracking number that will also redirect you to USPS to track your order.
Still have questions?
We have multiple ways to reach us!
Facebook Page: http://www.facebook.com/smashinginkvinyl (Note, this is the least likely way to get ahold of us. For some reason, our page messenger refuses to alert us of new messages.)
Keep in mind we normally answer questions/requests within 24 hours on week days. We try our best to get back to you as soon as possible but it may take up to 24 business hours for us to respond. If we don't respond in this time, you are more than welcome to send a followup message as more than likely we missed the message unintentionally.