My Orders FAQs
- How secure is your website?
As safe as it possibly can be.
We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.
- Can I make changes to my order?
If you want to make changes to your order, it is best to just cancel your order and then place a new order.
Please note that while most of our products can be cancelled up until they are shipped, certain products cannot be cancelled or restocking/processing fees may apply.
International Shipping & Delivery FAQs
- How can I track my package?
Once an order has shipped out, we will send you a Shipping Confirmation email that includes your tracking number. Just click on the link and it will take you to UPS, FedEx or other website, depending on who shipped your package. From there you can use the tracking code to track your package.
- How do I estimate my delivery date?
Calculating when your order will arrive is easy! You can calculate delivery estimates by taking the processing time for your order and adding the transit time based on the shipping method you've chosen.
Due to longer customs clearance times, Standard Shipping times have been extended to 15-30 business days for Brazil and 10-15 business days for all other destinations in Latin America.
Since we typically ship orders in a single package, unless otherwise stated, the total length of time it will take for you to receive your order should be calculated using the longest estimated time for items in your order.
Chinese holiday reminder: Chinese holiday reminder: During week-long Chinese holidays, Chinese National Day (October 1, 2012) and Chinese New Year (February 10, 2013), services from certain suppliers and carriers may be affected, meaning that deliveries for order placed around these holidays may be delayed 2-4 days.
- How do I calculate shipping costs?
We offer free express worldwide delivery on all orders, regardless of the amount you spend.
- What shipping methods do you offer?
IMPRINT5 partners with major international shipping companies like DHL, UPS, FedEx, and EMS to offer three shipping methods:
*Note: Due to longer customs clearance times, Standard Shipping times have been extended to 15-30 days for Brazil and 10-15 days for all other destinations in Latin America.
- What countries or regions do you ship to?
IMPRINT5.com ships worldwide to nearly every country across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more.
We employ the services of major, trusted international carriers to ensure your package arrives to your destination safely and securely. Please refer to the chart below to check if we ship to your country.
Hong Kong China
Papua New Guinea
Republic of Montenegro
Trinida and Tobago
United Arab Emirates
- Are there any additional fees involved in international shipping?
In some cases, there will be VAT or other taxes, customs duties or fees levied by your destination country. Additional charges for taxes or customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be.
Customs and taxation policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.
Please note that we are unable to list items as a gift or write an amount lower than the actual product price on customs forms.
- Do you ship to PO Boxes or APO/FPO military addresses?
Sorry, at this time our shipping partners are unable to ship to PO Boxes or APO/FPO military addresses so you will need to provide a street address.
If you provide a PO Box or APO/FPO military address, it will delay shipment of your items.
- Why was I asked for a "CPF" number? (Brazilian customers)
Our customers in Brazil have informed us that for international shipments, all individuals are supposed to state their “CPF” number on invoices and companies are required to include a “CNPJ” number.
Therefore, if you want us to ship your order to Brazil, please make sure to provide the correct "CPF" or "CNPJ" number so your package can smoothly clear Customs.
- What kind of artwork can I send? And, what if I don’t have artwork?
Don’t worry. Send us what you have. Our professional art team will work with what you have to create exactly what you need – FREE.
Don’t have art? Just tell your Customer Care Rep what you’re thinking of, and we’ll create it for you – FREE.
Nearly every other promotional products company we know of charges for these services in some way – not us – it’s a tremendous value!
- Do you keep my art on file?
Yes! We keep your artwork on file to make reordering and using your art on other products simple and easy!
- Where do I send my artwork?
Simply reply and attach it to your order confirmation e-mail and we’ll take it from there.
You can also send it to art@IMPRINT5.com or e-mail directly to your Customer Care Representative.
- Can I specify a PMS color for my imprint?
Yes! Keep in mind however, that in some cases there is an additional charge for this service in order to get the specialized ink if an exact match is required. There are also a few products where, due to the limitations of the imprinting process, exact PMS matching isn’t possible. Your Customer Care Representative will help you with this.
If you don’t require an exact match, but would like us to be ‘as close as possible’ – we’re happy to help. Just let us know which colors we should be working towards in the ‘additional comments’ section in the order process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order!).
Returns & Refunds FAQs
- An item was lost or damaged during shipping
If your item was damaged during shipping, you are eligible for a full refund. When requesting your refund, please be ready to provide Customer Service photographs clearly showing the problem with the item and its courier number as soon as possible.
Please also provide "Proof of Damage" documentation from your courier. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged during shipping, you can reject it, contact us saying you rejected the package (see above), and IMPRINT5 will then ship you a new item immediately.
- I received an incorrect item
If you received an incorrect item, you can exchange it for the correct item or receive a full refund. To begin the process, you can contact Customer Service.
- Have you received my returned items?
When returning an item, we recommend using your local postal service that provides tracking information and a Customs form, instead of a courier agency such as UPS, DHL or FedEx.
Once we’ve received your package, we will begin processing your return, which may take up to 3-5 business days. When processing is completed, we will contact you and issue your refund.
- I've returned my item; how soon will I receive my refund?
In most cases, we will refund your money within 48 hours after your package has been processed. The time it takes to receive your refund will differ based on the payment method you used.
It will take 7-45 days for your credit card company to process the refund and credit your account.
If you are a registered PayPal member, your refund has been completed instantly. You may check your PayPal account for more information regarding the refund. If you are an unregistered PayPal user, it will take 7-45 days for PayPal to process your refund and return the money to your credit card account.
For customers that paid using Western Union, we recommend using PayPal to receive your refund to avoid processing fees and get your refund immediately. If you want to receive your refund through Western Union, you will need to provide us with your necessary information and then go to a bank in your home country that supports Western Union to pick up your refund using the details we provide.
Unfortunately, we cannot give more information on how long it will take to credit your account as it depends on your bank’s procedures. We recommend contacting your bank if you have any questions regarding a refund.
- Which payment methods do you accept?
We accept a variety of payment methods.
- Credit/Debit Cards
- Western Union
- Wire Transfers
- How do I use a coupon?
When you’ve chosen your items and are ready to checkout, you’ll first go to the Shopping Cart page.
Before clicking Proceed to Checkout, you can enter your coupon code there.
- How do you calculate currency rates?
As an international internet retailer, IMPRINT5 does its best to accommodate a wide range of global currencies. We update our exchange rates twice monthly based on the global currency markets.
My Account FAQs
- Why should I create an account?
A IMPRINT5 account makes shopping at our site much easier, allowing you to:
- 1. Check the status of your current order and keep track of previous orders
- 2. Contact Customer Service with questions that you have
- 3. Store your shipping and payment information to make checking out a snap
- 4. Ask a question or write a review about a product. Product reviews enable you to enter our different contests.
- 5. Add an item to “My Favorites” so that you can come back later to purchase it
- I forgot my password
If you’ve forgotten your password, click on “Forgot your Password”. We’ll ask you to enter your email account and then send you a new password immediately.
After you have logged in using the new password, we recommend you go to My Orders and enter Account Settings to change it.
- How do I write a review?
Writing a review is easy to do, it helps other customers know more about our products, and you could win great prizes when you do so.
There are two ways to write a review:
You can go directly to the product page to write your review.
- How do I use My Favorites?
My Favorites allows you to easily save products that you are interested in so that you can easily find them when you come back to shop at a later time.
Click the [my favorites button] on a product page to favorite an item and then click on the heart at the top of the page to view your favorite items.