frequently asked questions

ORDERING

REVISIONS

SHIPPING

REFUNDS

BRANDING PACKAGES

HOW TO USE

GIFT CARDS

OTHER

ORDERING

WHAT IS YOUR TURNAROUND TIME?

DESIGN ONLY 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. PO Boxes are not accepted.

*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 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 order. 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 I’ll guide you from there.

CAN I SEND YOU MY INFO VIA DM OR TEXT?

No. All order information must come through email. This is to keep things organized and electronically 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 all information needed to complete your order within three days (after your original order date), you will lose priority service. Your order does not officially go into queue until you have ordered, sent information and received a follow-up email.

If you do not send all the information I need to complete your order within fourteen days (after your original order date), your order is considered closed. If that happens, your order is no longer eligible for a refund.

If you do not send all the information I need to complete your order within sixty days (after your original order date), your order is considered abandoned. If that happens, I am no longer obligated to complete the order.

If we agreed to put your order on hold for a specific amount of time, your timelines will start at the end of that hold period. For example, if you put your order on hold for 14 days, your timeline will start on day 15. After day 18, you will lose priority service. After day 29, your order is considered closed. After day 75, your order is considered abandoned.

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 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(s) 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, colors, 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 designs and send your final files. Read the product page to see if the product you are 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, colors, 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 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/layout. 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. This means 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 Priority. Large packages will 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.

*EXCLUSION: Physical gift cards do not include tracking, but it can be added on for a small fee.

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 my 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 FILES (DESIGN ONLY) ORDERS?

If you decide to cancel your order after you’ve sent any information for your order, no refund will be given, under no circumstances. This includes any add-ons, such as vector files.

Please read full Refund Policy for more information.

WHAT IS YOUR REFUND POLICY ON CUSTOM PRINT ORDERS?

If you decide to cancel a print order after you’ve sent any information for your order, 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 redesigns 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.

WHAT IS YOUR REFUND POLICY ON NON-CUSTOM PRINT ORDERS?

If you receive a defective item, contact me within 72 hours from delivery and provide a photo and/or video that indicates a problem. I will replace, refund or issue store credit after verifying the issue.

Replacement and refund is at my discretion. I do not allow returns for reasons unrelated to quality. For example, I cannot refund your order if you decide you do not want it, didn’t read the item details or prefer a different product.

All items returned must include the original package containing the merchandise received, including the same packaging materials as was previously used for shipping the merchandise. All returns must be received in the same condition as when shipped to be eligible for consideration.

Please read full Refund Policy for more information.

REFUND POLICY FOR ALL ORDERS...

If you do not send all the information we need to complete your order within fourteen days (after your original order date), your order is considered closed. If that happens, your order is no longer eligible for a refund. No exceptions.

Please read the CLOSING/ABANDONMENT OF PROJECT section in our Terms and Conditions.

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.

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 entire package.

HOW LONG DO I HAVE TO COMPLETE MY PACKAGE?

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 all the information I need to complete your order within three days (after your original order date), you will lose priority service. Your order does not officially go into queue until you have ordered, sent information and received a follow-up email.

If you do not send all the information I need to complete your order within fourteen days (after your original order date), your order is considered closed. If that happens, your order is no longer eligible for a refund.

If you do not send all the information I need to complete your order within sixty days (after your original order date), your order is considered abandoned. If that happens, I am no longer obligated to complete the order.

Please do not order until you are ready.

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 brand your social media profiles and making your brand more recognizable!

HOW TO ASSEMBLE YOUR FULL SIZE RETRACTABLE BANNER?

Open carrying case and remove the base and pole. Set the base on the ground and turn stabilizing feet perpendicular to the base. Connect with pole pieces and insert them into the hole in the base. Pull the top of the banner up and secure it to the top of the pole. Display and enjoy! 🙂

HOW TO ASSEMBLE YOUR MINI RETRACTABLE BANNER?

Connect the pole pieces and insert them into the hole in the base. Pull the top of the banner up and secure it against the flat piece at the top of the pole. Display and enjoy! 🙂

HOW CAN I PRINT MY BOX DESIGN?

With every design order, I will include vendor information + a quick link to easily order your boxes with them. All you’ll have to do is choose your quantity. Everything will be ready to go and all set up for you. I’ll send this info when we finalize your design. They offer no minimums + flexible shipping options. Prices vary.

How do I use my custom stamp?

Your custom stamp comes ready to use! Just push down and stamp! Your self-inking stamp has a two-sided ink pad that doubles the number of stamps before you have to replace the ink pad. When one side runs out just pull the ink pad out, turn it over and re-insert.

How do I use my custom embosser?

Your custom embosser will create a raised image when you insert your card/paper between the top/bottom plates and squeeze.

How do I use my hole punch?

Your hole punch will create a 0.25in heart or star shaped hole when you insert your card/paper between the two plates and squeeze.

How can I hang my banner or vinyl backdrop?

Metal grommets are included to make it easy to hang your banner/backdrop! They will already be installed. You can use string, rope, pinhooks, tacks, removable command hooks, etc. to hang your backdrop from the metal grommets.

If you don’t want to use the grommets, you may also attach removable command velcro strips to the back of your banner/backdrop and to the surface you’ll be hanging it on. That makes it easy to take it down and put it back up as needed.

How do I apply my transfer stickers?

Remove sticker from the paper backing by peeling away the transfer tape. The tape will hold the individual pieces of your sticker in place while you place it on your desired surface. Once you position it correctly you can press the transfer tape onto a surface to adhere it. Use a credit card to apply pressure to make sure it’s fully adhered. Then slowly peel the transfer tape away at a 180 degree angle to leave the sticker adhered.

If your design is especially delicate, let it sit for 24 hours before removing the transfer tape. This gives your sticker time to adhere more strongly to the surface and makes it easier to remove the tape while leaving the design intact.

Where can I apply my transfer stickers?

They are designed to adhere to flat, hard surfaces. Smooth surfaces such as glass, paper, windows, metal, and laminated doors work best. They are not intended to adhere to textured surfaces.

Can I apply transfer stickers to a painted surface?

Yes, but should wait 3 weeks after painting. If you apply your transfer stickers before the paint has set, bubbles may form under your sticker causing it to peel off. If your design is especially delicate, let it sit for 24 hours before removing the transfer tape. This gives your sticker time to adhere more strongly to the surface and makes it easier to remove the tape while leaving the design intact. Also, be aware that removing the decal may also cause the paint to be stripped. We have found that enamel paint is most compatible with our transfer stickers.

GIFT CARDS

How can I use my gift card?

Your gift card is redeemable for graphic design services only at www.itstheak.com by entering your unique code at checkout.

Your gift card must be redeemed on or before the expiration date. You must redeem the full amount. Cannot be split into multiple orders. If an order exceeds the amount of the gift card, the balance of the order must be paid immediately. Any unused balance will be forfeited.

Gift cards are not redeemable for cash and cannot be returned for a cash refund.

The use of your gift card constitutes acceptance of the terms and conditions found at: https://www.itstheak.com/termsconditions/.

Are there any exclusions?

Nope! You can use your gift card on ANYTHING found on www.itstheak.com 😉

I ordered an eGift card...

Awesome! You will receive an email with all details for your gift card information including the amount, your unique code and the expiration date 1-3 days after your order.

I ordered a physical gift card...

Perfect! Your gift card + a gift card sleeve will ship out 2-5 days after your order. (Tracking cannot be added on at a later date so make sure to add it while ordering or you will not receive tracking!)

I ordered a gift card pack...

YAYYY!! 💃

YOU WILL RECEIVE:
• A Gift Card (3.5inx2in)
• A Gift Card Sleeve

• Personalized Notepad (4inx5.5in)
• Personalized Sticky Note Pad (3inx3in)
• Personalized Stickers (1.5inx1.5in)
All customized with your recipients logo and bundled in a clear cello bag with crinkle paper tied with a ribbon! (Tracking included!)

Are gift cards eligible for refunds?

No. eGift Cards, Physical Gift Cards & Gift Card Packs are not eligible for refunds. No exceptions.

What if I lose my gift card?

Treat your gift card as cash. It will not be replaced if lost or stolen. No refunds will be issued. No exceptions.

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. I can add your logo, change colors, text, info, etc – but the overall layout will stay the same. My 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.

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. There are no refunds, reprints or redesigns for ordering the wrong size.

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.

STILL HAVE A QUESTION? TAP HERE.

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