Frequently Asked Questions
Our goal is to provide superior customer service to our customers. If you need a question answered that isn’t listed here, please contact us and we will respond within 24 hours (Mon–Fri, 9 AM–5 PM PST).
Placing an Order
Where’s my order?
We ship via USPS First Class mail in either a standard sized white security envelope or a square cardboard mailer, as needed. Typical delivery time to addresses in the U.S. (as stated by USPS) is within 4 business days. Due to potential inclement weather, post office delays, or other delays out of our control, the delivery time may take up to 14 delivery (Mon.–Sat.) days. International orders can take up to 21 delivery days. If you do not receive your order within these date ranges, please contact us.
What methods of payment do you accept?
We accept payments exclusively through PayPal. You do not need a PayPal account to place an order, as you can use their Guest checkout process. PayPal accepts PayPal balance payments, direct bank transfers, eCheck, credit, and debit card payments.
I didn’t receive any order or shipping confirmation emails!
Depending on your email provider, some of our automated order confirmation emails may get sent to Spam or Junk folders. You should receive an order confirmation both from us and PayPal. A “completed” email notification is also sent when an order has been processed and sent out to you. You can also track the status of all your orders by logging into your My Account page.
What colors do you currently offer?
Many of the colors in the color options chart below come in both gloss and matte finish. To check availability of what colors and finishes we have currently in stock, a list is available on product pages in our shop.
What happens if I cancel my order, navigate away from checkout, or cannot log into PayPal?
If you are unable to complete the checkout process via PayPal for any reason, your order is placed in a “Pending Payment” status. You can attempt to complete the checkout by accessing your order under your My Account page. Orders that are not completed within 12 hours are automatically canceled and a new order can be placed at any time.
What if I placed an order by mistake?
If you placed an order by mistake or ordered the wrong item (product, size, color, etc.), please contact us as soon as possible and we will either refund the amount you paid or edit your order for the correct item/option.
How do I leave a review of an item to help other buyers?
Do you offer price matching?
If you find a lower price on an identical sized and designed item on another website, please contact us to determine if it meets the criteria for us to price match the lower price.
Do you do custom or one-off orders?
Absolutely! We also have no minimum quantity! Please contact us with either an attached image or description of what you would like created and we’ll let you know how we can help.
I cannot log into my account or I’ve lost my login credentials!
If you have ordered from us in the past and cannot log into your account, or receive an error at checkout asking you to log in, you can obtain your username or reset your password via the Lost Password page. Enter either your username or the email address you used to complete your previous order and an email will be sent to you with your username and a link to reset your password. Usernames are typically the first part of your email address. For instance, if your email is “email@example.com”, your username is typically “myemail”.
How long will it take to receive my order?
Typical delivery time to addresses in the U.S. (as stated by USPS) is within 4 business days. Due to potential inclement weather, post office delays, or other delays out of our control, the delivery time may take up to 14 delivery (Mon.–Sat.) days. International orders can take up to 21 delivery days.
What are your shipping charges?
Shipping within the U.S. is free. Shipping internationally outside of the U.S. is a flat rate of $2.00 USD per order, regardless of how many items are ordered.
Where do you ship?
We ship to every country in the world!
What days do you send out orders?
Our goal, and what is typical in about 95% of all orders, is to fulfill and ship orders within 24 hours, or the next business day after an order is submitted. Due to unforeseen circumstances, it may take 2 or more days to complete an order. We are more than happy to give you a status of your order if you do not feel your order has been shipped in a timely manner. We ship out orders Monday – Friday, excluding national holidays where either we or USPS is closed. Those holidays are: New Years Day, Martin Luther King, Jr.’s birthday, Washington’s birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, and Christmas Day.
What does the status of my order mean?
While your order is created and processed, there are several statuses that may appear within your My Account page.
Payment Pending: Your order has been submitted, but payment has not yet been completed.
Processing: Your order has been submitted and payment has been finalized. We’re currently working to fulfill your order.
Completed: Your order has been fulfilled and has been shipped.
Cancelled: Your order has been cancelled, either by yourself, or due to non-payment. Orders without payment after 24 hours are automatically cancelled.
Refunded: A full or partial refund has been issued to you.
On Hold: Orders placed on hold status are typically due to pending eCheck payments through PayPal, or your order cannot be fulfilled within 24 hours. If your order has an “On Hold” status and you are unsure of the reason, please contact us.
Do you offer local pickup?
We do not offer a local pickup option at this time.
Application & Details
How do I apply the decal to a surface?
All our decals come in three layers. The first layer is a translucent transfer tape which holds the actual decal for placement, the second layer is the die-cut decal, and the third layer is a paper backing that protects the back of the decal until it’s ready to be applied.
- For the best results and longer lasting application, clean the application area using water and a small amount of mild dish soap to remove any dirt, grime, or contaminants.
- Once cleaned, dry with a terry or microfiber towel. Spray the application area again with water to create a saturated surface to help with alignment adjustments during application. If applying the decal to a window, the decals are intended to be applied to the outside of the window.
- Remove the transfer tape and decal from the paper backing and apply to the water saturated surface.
- Using a plastic squeegee or credit card, smooth the decal onto the surface starting from the middle and moving outward to reduce air bubbles.
- Slowly peel away the transfer tape and discard, then dry the application area with a terry or microfiber towel.
Any existing air bubbles should release within 1-3 days, depending on ambient temperature.
How long can I expect the decal to last?
Oracal vinyl has an outdoor life of typically 5-6 years, depending on environment.
Account & Security
Is my order/information secure?
Yes. We have enabled a site-wide, valid SSL (Secure Sockets Layer) certificate using protocols that encrypt at industry-standard 256-bit cipher. Information you supply during checkout or via any of our website forms are covered and encrypted under this certificate.
What information do you store on your website?
We store the following information within our system to process your order:
- Your name
- Your billing address
- Your shipping address
- Your email address
- Your phone number
- Inventory details (items you order)
Do you store my payment information?
No. Because we use PayPal for all payments, payment information via credit card, debit card, eCheck, and any other payment details are kept secure on PayPal’s server. No payment information is shared between PayPal and our site. Payment success/failure is transferred from PayPal to our site via encrypted transaction key.
How do I have my account/personal information removed from your website?
We understand that many people have privacy concerns, or would otherwise prefer not to have their information stored within our system. If you would like us to remove your account/personal information from our records, please contact us. Please note that we cannot remove an account or account details that have open or undelivered orders. The action of account removal is permanent and cannot be undone once the request has been fulfilled.
What is your return policy?
Because our decals are made to order, we do not accept returns for any reason. If your item arrived damaged, please use our contact form and let us know. Please have a photo ready of the damage so we can best assess the issue and offer a replacement or refund.