frequently asked questions

ORDERING

WHAT IS YOUR TURNAROUND TIME?

DIGITAL FILE ORDERS: 5-7 business days

PRINT ORDERS: 14-21 business days

WHAT TYPE OF ADDRESS CAN I ORDER WITH?

Order with the residential address associated with the card you’re using to purchase.

Commerical addresses are not accepted on my website.

PO Boxes are not accepted on my website.

If you order with a commercial address or PO Box, your order will be refunded.

*ALSO* make sure all information required at checkout is filled out completely and accurately. No nicknames. Fill out entire address. Include all details (apartment numbers, phone, email, etc.). If your order is flagged for any reason, you will be refunded.

WHAT IF I HAVE TO ORDER WITH A COMMERICAL ADDRESS OR PO BOX?

No worries! Just email me explaining why and I will provide another way to order 🙂

HOW DO I SUBMIT MY INFORMATION AFTER ORDERING?

After you place an order, you’ll receive an email confirming the details of your purchase. Simply reply to that email with your information. *I will not email you for details about your design. It is your responsibility to send me all your information.*

WHAT IF I DIDN'T RECEIVE AN EMAIL AFTER ORDERING?

Please check all email folders, including your spam and junk folders. If you still don’t see an email from ITSTHEAK.com, that means you entered an incorrect email. In that case, send me an email with the correct information and we’ll go from there.

CAN I SEND YOU MY INFO VIA DM OR TEXT?

No. All order information must come through my email. This is to keep things organized and eletronically documented in one place.

WHAT IF I FORGET TO SEND MY INFORMATION?

If I get to your order and you have not submitted your information via email, you will be pushed to the back of my queue. If you do not send your information within five (5) days of placing order, you will lose priority service. Please do not order until you are ready.

WHAT IF I FORGET TO SEND SOME OF MY INFORMATION?

Please submit all information for your order in your initial email to me. Do not send multiple emails. Once I’ve replied with a timeline for your delivery, you cannot submit more information for that order. You will have to wait and submit any additional information during your round of revisions.

> PRINTED ITEMS: If you do not specify a matte or glossy front finish for any applicable printed items, I will print with a matte finish by default. This cannot be changed after you’ve approved your designs for print.

> SOCIAL MEDIA GRAPHICS/STORIES: If you do not send the correct # of graphics/stories, I will pick for you. For example, if you order 25 graphics/stories, but only send 15 design #s, I will choose the remaining 10 design #s for you. These cannot be changed after you’ve submitted your logo and #s. And remember *Social Media Graphics/Stories do not come with revisions so please make sure to send the correct information.

WHAT IF I DON'T HAVE A LOGO?

If you do not have a logo, your business name will be written in this font, using one solid color. I will not stylize or embellish the text. If you need a logo, I have premade logos available here if interested.

WHAT HAPPENS AFTER I SUBMIT MY INFORMATION?

It depends on what you order.

*Most design orders + all print orders: After I’ve received all your information, I’ll customize your design and send a preview to your email for approval. Once you receive your preview, you will receive one (1) complimentary round of revisions to request any minor changes, such as color, typos and the-like. (This does not include a new design or size.)

Please double check your previews, designs and orders for typos, errors, etc. There will be an additional fees to fix any mistakes after order is closed.

*Social Media Graphics, Instagram Stories, Highlight Covers, Blank Branding Templates, Profile Branding Kits and the-like do not come with a round of revisions. This means after I’ve received all your information, I’ll customize your design and send your final files. Read the product page to see if the product you’re ordering comes with revisions.

HOW LONG UNTIL I RECEIVE MY DESIGN(s)?

You will receive your design(s) in 5-7 business days.

WHAT IF I ORDERED PRINTS?

Once you give permission to print, I’ll start the printing process. You will receive an email with a tracking number once your order ships (approx. 14-21 business days). (Print orders do not include the digital files *unless specified on the product page* but they may be added on for an additional cost.)

WHAT IF I ONLY ORDERED THE DIGITAL DESIGN FILE(s) (NO PRINTS)?

Once you give final approval for your design, I’ll send a temporary link to the final print file and close the order. You must download and save your digital files in a timely manner. Your files will disappear in one week (7 days). There will be an extra charge to reupload and/or reset the link if you do not save and store so please make sure to download.

HOW MANY DESIGN CONCEPTS DO I GET?

Most orders come with 1 design concept. Additional design concepts will have an additional fee. Price depends on the specific product/request.

*Social Media Graphics, Instagram Stories and Instagram Highlights are exceptions. You will receive the # of designs you selected when purchasing.

REVISIONS

HOW MANY REVISIONS DO I GET?

It depends on what you order.

Most designs come with one (1) complimentary round of revisions to request any minor changes, such as color, typos and the-like. This does not include major changes, a new design concept or a different size.

Please double check your previews, designs and orders for typos, errors, etc. There will be an additional fees to fix any mistakes after order is closed.

*Social Media Graphics, Instagram Stories, Highlight Covers, Blank Branding Templates, Profile Branding Kits and the-like do not come with a round of revisions.

WHAT IF I NEED MORE REVISIONS?

Any additional minor revision will come with an additional charge. Prices for extra revisions vary, depending on the design and complexity of changes requested.

CAN I USE MY REVISION TO GET A NEW DESIGN?

No. Revisions do not include changes to the overall design. If you want a new design, you will have to purchase a new design.

BUT WHAT IF I DON'T LIKE THE DESIGN?

I specialize in premade designs. The design you see/order is the design you will receive. There are no surprises 🙂 If you don’t like the design you see, do not order because I cannot provide a refund after the design process has started.

CAN I SAVE MY REVISION FOR A LATER DATE?

No. Your complimentary round of revision will expire after the order is closed. You cannot save it for a later date.

SHIPPING

HOW MUCH IS SHIPPING?

I offer FREE shipping on all printed products. No exclusions.

WHAT CARRIER DO YOU USE TO SHIP?

Most orders are shipped USPS 1-3 Day Priority. Large packages (like retractable banners) may be shipped using UPS or FedEx.

IS TRACKING INCLUDED?

Yes. You will receive an email confirmation once your order ships. It will include your tracking information. Please allow at least 24 hours for your tracking to update.

WHEN WILL MY ORDER SHIP?

All print orders are shipped 14-21 business days *from the date you approve your design. I cannot guarantee a specific delivery date for any order. If you have a strict deadline, please order well in advance.

WILL MY PACKAGE BE INSURED?

No. I do not insure packages. If you want to add insurance to your package, no problem! Just let me know how much insurance you’d like to add and I’ll provide a quote. Please provide this information at the beginning of your order.

*Insurance must be added before you approve your designs for print. You cannot add insurance to your order after I have started my printing process.

WHAT IF MY PACKAGE GETS LOST, DAMAGED OR DELAYED?

ITSTHAK cannot be held responsible for lost, damaged or delayed packages once they are in the hands of the US Postal Service or any other carrier (UPS, FedEx, etc.). If you have any issues receiving your order once it has been shipped, let me know and I’ll provide a copy of your shipping label. Take that to your local post office and ask them for more details. *I suggest insuring your package in case your package gets lost indefinitely.

WHAT IF MY PACKAGE SAYS DELIVERED, BUT I HAVE NOT RECEIVED IT?

Here are a few things you can do:

1. Confirm that your shipping address was correct.

2. Could it be that another member of your household put your package aside for safe-keeping? That is not uncommon. Ask around.

3. In our experience, sometimes mail carriers scan packages as “delivered” by mistake and the package is delivered a day or two later. It is against USPS policy – but it is still not uncommon that carriers do that to save time. Give it a few days and see if it shows up.

4. Unfortunately, it is also not uncommon that mail is delivered to a neighbor instead. Ask around.

5. If none of these options work, let me know and I’ll provide a copy of your shipping label. Take that to your local post office and ask them for more details.

WHAT IF I STILL HAVEN'T APPROVED MY DESIGN FOR PRINT?

The 14-21 business day print/ship timeline does not start until you approve your design for print. If you are late approving your design, your print/ship times will be delayed day-for-day. I will not print without your approval.

REFUNDS

WHAT IS YOUR REFUND POLICY ON DIGITAL FILE (DESIGN ONLY) ORDERS?

If you decide to cancel your order after the design process has started, no refund will be given, under no circumstances. This includes any add-ons, such as vector files.

All digital product sales are final due to the nature of customized, downloadable files and your permanent access to them once they’ve been delivered.

Please read full Refund Policy for more information.

WHAT IS YOUR REFUND POLICY ON PRINT ORDERS?

If you decide to cancel a print order after the design process has started, but BEFORE the printing process has started – you will only be refunded up to 40% of your total order to cover the cost of all the setup and design work.

If printing process has already started – no refunds will be given, under no circumstances. There are no returns, reprints or full refunds given. Please double check your previews, designs and orders for typos, errors, etc. and be aware of this policy before ordering.

Please read full Refund Policy for more information.

BRANDING PACKAGES

DO I HAVE TO CHOOSE FROM THE PREMADE DESIGNS?

Yes. I specialize in premade designs. You must choose from the options I have on my website. I no longer offer fully custom designs.

CAN I GET A DIFFERENT SIZE THAN WHAT'S LISTED?

No. The branding package is priced with the sizes listed in mind. If you need a different size, ask for a custom quote before ordering.

DO I GET ANY REVISIONS?

PRINT and DESIGN Branding Packages come with one (1) round of revisions to request small changes (such as colors, typing errors, etc.). This does not include a new design.

SOCIAL MEDIA Branding Packages do NOT come with a round of revisions. All designs you select will be customized with your logo and brand colors (to match your logo).

CAN I SAVE PART OF MY PACKAGE FOR A LATER DATE?

No. I will not start on any of your designs until I have all information for your package. 

HOW LONG DO I HAVE TO COMPLETE MY PACKAGE?

If you do not send details for your order in 3-5 days, you will lose your place in line. This means you will no longer get priority service. This can prolong your order for weeks, depending on how many orders are in my queue.

You entire order must be complete in 14 days or less – so please do not order until you are ready to go.

WHAT IS YOUR TURNAROUND TIME?

DIGITAL FILE ORDERS: 5-7 business days

PRINT ORDERS: 14-21 business days

HOW TO USE PRODUCTS

HOW DO I CHANGE MY HIGHLIGHT COVER?

Hold your finger pressed on a highlight. Select “Edit Highlight”. Select “Edit Cover”. Press on the “Image” icon at the beginning of the list. Choose a cover from your camera roll. Select “Done”.

HOW DO I EDIT MY BLANK TEMPLATE?

You can add text to your templates using many free and paid photo editing apps on your phone. I suggest testing multiple apps to find the one you like best.

HOW DO I USE MY SOCIAL MEDIA GRAPHICS?

Social Media Graphics are premade posts that come customized with your logo and brand colors. You can quickly post them to your social media accounts (Instagram, Facebook, etc.) when you don’t have time to create other posts. They’re also a great tool to branding your social media profiles and making your brand more recognizable!

HOW DO I USE MY SOCIAL MEDIA STORIES?

Social Media Stories are premade stories that come customized with your logo and brand colors. You can quickly post them to your Instagram or Facebook stories when you don’t have time to create other stories. They’re also a great tool to branding your social media profiles and making your brand more recognizable!

HOW CAN I PRINT MY BOXES?

I partner with an awesome box printer and will include their info, a discount code + a quick link to easily order your boxes so it’ll be super easy to get your boxes made 🙂 I will send this information when I send your final print files (after you’ve approved your final box design). You do not have to use the printer I suggest. You are free to get your boxes printed anywhere you’d like.

MORE ABOUT YOUR CUSTOM STAMP:

Your custom clear cling stamp comes attached to a 2in acrylic block, allowing you to see through for exact stamp placement. Feel free to peel the stamp off the block and adjust as needed.

To clean, simply wipe stamp and block with a baby wipe, removing all ink. Allow the stamp and block to dry before storing. Store in the clear bag it arrived in.

Sometimes lint and dust will stick to your stamp. To clean, simply take a piece of cellophane tape and press it across the rubber stamp with your finger. When you remove the tape, you will remove the residue as well.

If you run out of ink, or your ink pad dries up – you can buy more ink pads at any craft store (Hobby Lobby, Michael’s, etc.).

OTHER

WILL YOU CUSTOMIZE MY DESIGN?

Yes. All premade designs will be customized with your logo, brand colors, etc. to fit your brand.

WHAT IS A PREMADE DESIGN?

Premade designs can be semi-customized for your brand. We can add your logo, change colors, text, info, etc – but the overall layout will stay the same. Our premade designs will be relisted and made available for others to customize and purchase. This means they are not fully custom designs and are not unique to you. You cannot claim copyright to any premade design, as they will be relisted and made available for others to customize and purchase.

ARE ALL YOUR DESIGNS PREMADE?

While some designs you see on my social media accounts are not premade, you must assume all designs on my website are premade and that you are purchasing a premade design. Even if you request something specific when ordering and I accept – you are still purchasing a premade design that will be made available to others to purchase and customize.

CAN I EDIT MY DESIGN MYSELF?

No. My designs are not DIY and I do not provide editable files. I do have plans to offer DIYs in the future, but not at this time.

WHAT SIZE SHOULD I ORDER?

The size options listed are the most common sizes for that particular product. It is your responsibility to make sure the size you are ordering will fit your needs. Please measure before ordering.

WHAT IF I NEED A DIFFERENT SIZE?

All products have a standard size (unless you specifically pick a size when ordering). If you don’t see the option to pick a specific size when ordering and need a different size than the one listed in the item details, please let me know BEFORE ORDERING. There will be an extra charge to change sizes after your order is in progress.

WHERE CAN I PRINT MY DESIGNS?

If I have a recommended printer, it will be listed in the product description. If there is not one listed, I do not have a recommended printer for that particular product and/or I offer prints myself.

DO YOU HAVE A PHOTO I CAN USE FOR MY DESIGNS?

It depends. Email me with your request and I’ll guide you from there.

WHAT IF I NEED MY ORDER BY A SPECIFIC DATE?

I cannot guarantee a specific delivery date for any order. If you have a strict deadline, please order well in advance. Contact me if you still have questions.

DO YOU OFFER RUSH SERVICES FOR DESIGN ORDERS?

Maybe. It depends on my schedule and what you want to order. Contact me for more details before ordering. Additional fees may apply.

DO YOU OFFER RUSH SERVICES FOR PRINT ORDERS?

No. I am unable to offer rush services for print orders at this time.

CAN I PURCHASE THE SOURCE FILE FOR MY DESIGN?

No. I do not provide editable source files and they are not available for purchase.

CAN I CALL YOU TO DISCUSS MY ORDER?

No. I only communicate through email/messages to keep everything organized and electronically documented.

DO YOU ONLY WORK WITH HAIR BUSINESSES?

No. I can tailor most of my services to fit your industry and brand. I’ll need more information as to what you’re looking for and I’ll be able to provide a quote.

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