Frequently Asked Questions
MY ORDER
What happens after I order?
Here's what happens after you place your order:1. Order Confirmation:
Once you complete your order on our website, you will receive an order confirmation email. This email will contain all the details of your purchase, including the items you ordered, the quantity, and the shipping address you provided. Please review this information carefully and contact us immediately if you notice any errors.
2. Printing and Production:
After we receive your order, it is sent to our trusted print-on-demand production partner. They specialize in high-quality printing and have the expertise to bring our unique designs to life. Our production partner will carefully print your chosen items, ensuring that they meet our strict quality standards.
3. Quality Control:
Once your items are printed, they undergo a thorough quality control process. This includes inspecting each item for any defects or printing errors. We want to make sure that every item you receive is in perfect condition and meets our high standards of quality.
4. Packaging:
After passing the quality control process, your items are carefully packaged to protect them during transit. We use secure packaging materials to ensure that your order arrives in excellent condition. Our packaging is designed to prevent any damage or mishandling during shipping.
5. Shipping:
Once your order is packaged and ready to go, it is handed over to our trusted shipping partners. They will handle the delivery of your order and ensure that it reaches you in a timely manner. The shipping time will depend on your location and the shipping method you selected during checkout.
6. Order Tracking:
As soon as your order is shipped, we will send you a shipping confirmation email. This email will include a tracking number that you can use to track the progress of your package. You can use this tracking number on our website or the shipping carrier's website to get real-time updates on the status of your
delivery.
7. Delivery:
Finally, your order will be delivered to the shipping address you provided during checkout. Please ensure that the address is accurate and complete to avoid any delivery issues. If you have any concerns about the delivery of your order, please don't hesitate to contact us.
How do I check the status of my order?
Step 1: Visit Our Website
On the homepage, navigate to the "Order Status" page. You can find this page by clicking on the "Order Status" link located in the top menu bar.
Step 2: Enter Your Order Information
On the "Order Status" page, you will see a form where you can enter your order information. Fill in the required fields, including your order number and email address. Make sure to enter the information accurately to ensure accurate results.
Step 3: Click "Track Order"
After entering your order information, click on the "Track Order" button. This will initiate the tracking process and provide you with the most up-to-date information regarding the status of your order.
Step 4: View Order Status
Once you click on "Track Order," you will be redirected to a new page that displays the current status of your order. This page will provide you with detailed information, including the estimated delivery date, shipping carrier, and any relevant tracking numbers.
How do I cancel my order?
To cancel your order, please follow these simple steps:
- Retrieve your order confirmation email, which contains your order number.
- Contact our customer support team by sending an email to designs@sunburstweb.com or by texting us at 512-252-2801.
- In your email or text message, include your order number and clearly state your intention to cancel the order.
Once we receive your cancellation request, our team will promptly process it and confirm the cancellation via email or text message.
Refund Process
If your cancellation request is received within the 24-hour window, we will initiate the refund process immediately. The refund will be issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card company to process the refund and reflect it in your account.
SHIPPING & PROCESSING
Do you ship outside the U.S.?
We're sorry, we do not ship outside the U.S. at this time. However, a lot of our great designs are available on our Redbubble shop which does offer international shipping at reasonable prices. If you'd like to buy a product that you do not see there, email us and we'll probably be able to upload it for you.
When will my package arrive?
All our products are printed on demand by our production partner after you place your order. This process allows us to create a variety of unique designs and products with no waste. It usually takes our production partner 3-7 business days to print the items, after which they're shipped out. Delivery time depends on
your location, but it's usually another 3-5 business days. Unfortunately we cannot expedite this process. If you need your order by a certain date, please order at least 2 weeks ahead of time (3 weeks if it's close to a major holiday). You can also contact us before you order, to double check if it will be likely to arrive in time for your event.
Where will my package ship from?
We work with an on-demand order fulfillment company with facilities worldwide. If you ordered in the U.S. it will most likely be printed and shipped from one of their U.S. locations, but there's a slight chance that it might be shipped from outside the U.S. if a specific product can be processed faster there.
I never received my order, what should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Check with roommates or neighbors in case the courier left the package with them
- Check with your apartment office (if you live in an apartment)
- Wait 24 hours - sometimes a package gets marked as delivered prematurely and arrives the next day.
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, contact us with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
I only received part of my order, now what?
If you ordered more than one item, it's possible that parts of your order were printed at a different location by our production partner. That means, you'll receive more than one package. You should receive a tracking number email for each when it ships out. You might need to check your spam folder if you did not receive it. Contact us if you think something went wrong.
How much does shipping cost?
We currently charge a flat rate of $4.90 for all orders.
Can I upgrade to express shipping?
Unfortunately our production partner does not offer express shipping at this time.
RETURNS, REFUNDS & EXCHANGES
There's something wrong with my product, what should I do?
We apologize for any inconvenience and we'd be happy to make it right for you! Please contact us within 14 days of receiving your order and provide us with photos showing the issue. This will allow us to share the photos with our production partner's quality assurance team so they can improve their process.
Once we have reviewed the photos and confirmed the problem, we will be happy to offer you a refund or reprint, whichever you prefer. There is no need to return the defective item.
What should I do if I ordered the wrong size and want an exchange?
Unless it's a custom or personalized item, we can offer an exchange if you'd like a different size. Please contact us within 14 days of receiving your order and we will send you instructions on what to do next. You will need to pay for return shipping but we'll cover the cost of shipping the new size back to you. We will ask you to send the item back to us and once we receive it, we can send the new size.
Or, to speed up the process, you can place a new order for the new size right away and we will then give you a refund for the returned one as soon as we receive it. Let us know which you'd prefer.
I changed my mind can I return the item for a refund?
Unless it's a custom or personalized item, we can accept a return and offer you a refund if you changed your mind about the item for whatever reason. Please contact us within 14 days of receiving your order and we will send you instructions on what to do next. We will need you to send the item back to us and
once we receive it, we can process the refund. You will need to pay for return shipping.