Frequently Asked Questions (FAQ)

Printsyde - Physical Products + Digital Downloads

Last Updated: January 18, 2026

Applies to: All Printsyde customers globally (US, UK, EU, Canada, Australia)

ORDERING & CHECKOUT

1. How do I place an order?

Browse designs, select your product (physical or digital), choose options (size/color for physical items, license type for digital), add to cart, and complete checkout. You can order as a guest or create an account to track orders and save favorites.

2. How does Printsyde work?

Physical Products: We connect you with independent designers. When you order, designs are printed on-demand and shipped to you.

Digital Products: Purchase downloadable files (graphics, templates, printables) for instant delivery.

Important: You purchase directly from Printsyde (we're the merchant-of-record), not from individual sellers.

3. Do I need an account to order?

No, guest checkout is available. However, an account lets you:

1. Track orders and download history
2. Save favorite designs and sellers
3. Access digital downloads from your dashboard
4. Receive updates and exclusive offers

4. What payment methods do you accept?

We accept major credit/debit cards processed securely through PayPal and Stripe. Available payment options display at checkout.

5. Will I be charged sales tax, VAT, or GST?

Yes, where required by law:

1. US customers: Sales tax collected in applicable states
2. UK/EU customers: VAT added at checkout based on your location
3. Canadian customers: GST/HST/PST as applicable
4. Australian customers: 10% GST on digital products if annual sales exceed threshold

Tax rates calculated automatically at checkout. Taxes included in total price displayed.

PHYSICAL PRODUCTS

6. How long does production take?

Production: 2-5 business days (manufacturing + packaging)

Varies by: Product complexity, seasonal demand, print provider capacity

Peak periods: Christmas and holidays may experience longer times

7. How long does shipping take?

Domestic (within your country):

1. US: 5-10 business days
2. UK/EU: 7-12 business days
3. Canada: 7-12 business days
4. Australia: 7-12 business days

International: 10-25 business days

Total delivery = Production time + Shipping time

Note: Estimates only - not guaranteed. Don't schedule events based on estimates.

8. Where are products manufactured?

Products manufactured through facilities in:

1. United States (ShineOn, Printify)
2. Vietnam (Merchize)
3. China (various suppliers)

Manufacturing location selected automatically for efficiency and delivery speed.

9. Does Printsyde ship internationally?

Yes! We ship to:

1. United States (all 50 states including Hawaii/Alaska)
2. United Kingdom
3. Canada
4. Australia

Shipping costs calculated at checkout based on destination.

10. Can you deliver to PO Boxes or APO/FPO addresses?

1. PO Boxes: Generally yes for domestic deliveries
2. APO/FPO: Yes, but may require extended timeframes and tracking updates may be limited
3. Specific requirements: Contact customerservice@printsyde.com

11. Can I track my order?

Yes! Once shipped, you receive:

1. Tracking email within 3-5 business days
2. Tracking number viewable in your account dashboard
3. Direct carrier tracking link

12. Can I cancel or change my order?

Within 12 hours of order: Yes, if production hasn't started

After 12 hours: Generally not possible (production likely started)

Action: Email customerservice@printsyde.com immediately with order number

13. Can I change my shipping address?

Before shipping: Free address change (contact us immediately)

After shipping: Cannot change - must use return process if needed

14. What if I haven't received my order?

First steps:

1. Check tracking information
2. Check with neighbors/building management
3. Wait 24-48 hours (sometimes delivered to secure locations)

If still missing: Contact customerservice@printsyde.com with order details.

If confirmed lost: We provide replacement or full refund (your choice).

15. What if my package arrives damaged?

Take photos of package AND damaged item, then contact customerservice@printsyde.com within 48 hours. We arrange free replacement or refund.

DIGITAL PRODUCTS

16. What are digital products?

Downloadable files including:

1. Graphics and illustrations
2. Templates and design files
3. Printables and coloring books
4. PNG/SVG files
5. Digital art and patterns

Instant delivery - no shipping required!

17. How do I download my digital purchase?

Two methods:

1. Email: Download link sent immediately (active for 72 hours)
2. Account Dashboard: Login → My Purchases → Download (active for 30 days)

After 30 days: Contact customerservice@printsyde.com for one-time extension (granted at discretion).

18. What file formats are digital products?

Varies by product - commonly:

1. PNG (raster images)
2. SVG (vector files)
3. PDF (printables, templates)
4. JPEG (photos, graphics)

File specifications listed in each product description - check before purchasing!

19. Can I use digital products commercially?

No. Digital products purchased from Printsyde are for personal use only.

Personal Use includes:

1. Personal projects and home décor
2. Gifts for friends and family
3. Non-commercial social media posts
4. Educational purposes

NOT permitted:

1. Commercial use or products for sale
2. Client work or business projects
3. Business marketing or advertising
4. Reselling or redistributing files

All digital product sales are subject to a non-commercial personal use license only.

20. Do I own digital products after purchase?

No - you receive a LICENSE to use, not ownership.

1. Seller retains copyright
2. You cannot resell original files
3. You cannot claim as your own
4. Redistribution prohibited

See Terms of Service - Section 6 for full license terms.

21. What if my download link doesn't work?

Troubleshooting steps:

1. Check spam/junk folder for email
2. Try different browser (Chrome, Firefox, Safari)
3. Disable VPN or ad blockers temporarily
4. Login to account dashboard → My Purchases

Still having issues? Email customerservice@printsyde.com with order number.

Response: Fresh download link within 24 hours.

22. Can I get a refund on digital products?

Generally NO - all sales final once download link accessed.

Exceptions (refunds available):

1. Corrupted files that cannot open
2. Incorrect content significantly different from description
3. Technical delivery failures
4. Format mismatch from listing

Request within 30 days with evidence. See Refund Policy - Section 2.

RETURNS & REFUNDS

23. What qualifies for return or refund?

PHYSICAL PRODUCTS - Eligible (30 days from delivery):

1. Manufacturing defects (print flaws, fabric issues)
2. Wrong item/size/color shipped (our error)
3. Shipping damage
4. Lost packages

DIGITAL PRODUCTS - Generally NOT refundable

1. Exception: Technical issues, corrupted files, wrong content

See Returns & Exchanges Policy for full details.

24. What is NOT eligible for return?

Physical Products:

1. Change of mind
2. Customer ordering errors (wrong size/color selected)
3. Minor color/size variations (normal POD tolerance)
4. Personalized/custom items (unless defective)
5. Used, worn, or washed items
6. Claims over 30 days old

Digital Products:

1. Change of mind after download
2. Compatibility issues (if requirements listed)
3. Subjective dissatisfaction

25. How do I request a return or refund?

Email: customerservice@printsyde.com

Include:

1. Subject: "Return/Refund Request – Order #[Number]"
2. Clear photos/videos (for physical defects)
3. Detailed reason
4. Order details

Response: 24 hours on business days

26. How long does it take to get my refund?

Timeline:

1. Approval: 1-3 business days (physical returns may require inspection)
2. Processing: 3-5 business days
3. Appears in account: 5-10 business days (payment processor timing)

Total: 15-25 business days from request to refund in account.

If refund delayed: Contact us after 10 business days with order number.

27. Do I need to return defective items?

Most physical returns: NO return shipment needed - we send replacement or issue refund directly

If return required: We provide free prepaid return label

Digital products: Cannot be "returned" (you keep the file)

28. What about my consumer rights?

UK: Consumer Rights Act 2015 rights cannot be excluded. Faulty goods entitle you to repair, replacement, or refund.

EU: 14-day withdrawal right (may be waived for digital products with your consent before download).

Australia: Australian Consumer Law guarantees cannot be excluded. Major failures entitle you to remedy.

Canada: Provincial consumer protection laws apply.

US: State consumer protection laws apply.

Our policies do NOT limit your statutory rights. See Refund Policy - Section 4.

SHIPPING & DELIVERY

29. How are shipping costs calculated?

Based on:

1. Product size and weight
2. Shipping destination
3. Manufacturing location
4. Selected shipping speed (if available)

Displayed at checkout before purchase.

Free shipping: Orders $150+ (where available)

30. Do I pay customs duties for international orders?

YES - customer responsibility as importer of record.

You pay:

1. Customs duties
2. Import taxes/VAT/GST
3. Brokerage fees

These charges:

1. NOT included in product price or shipping fee
2. Determined by your country's customs authority
3. Must be paid to receive package

Customer refusal to pay = Customer's responsibility (no refund if returned/abandoned).

31. What if my package is held at customs?

Contact your local customs office with tracking number. Printsyde cannot intervene in customs clearance. Customer responsible for providing required documentation and paying fees.

32. Can I request expedited shipping?

Availability varies by:

1. Product type
2. Manufacturing location
3. Destination

If available: Option displays at checkout with additional cost.

Important: Expedited speeds transit time only, NOT production time.

QUALITY & STANDARDS

33. How does quality control work?

We maintain quality standards across all print providers. Products must meet specifications for:

1. Print quality and clarity
2. Fabric/material quality
3. Accurate sizing within tolerances
4. Proper packaging

If product doesn't meet standards: Contact customerservice@printsyde.com for replacement or refund.

34. Why do colors look different from my screen?

Normal variations (±5-10%) due to:

1. Computer monitor settings and calibration
2. Print technology color profiles
3. Fabric dye lot variations
4. Lighting conditions

Minor variations = Normal POD (not eligible for return)

Significant variations = Eligible for return

35. Are sizing charts accurate?

Sizing charts provided are guides based on manufacturer specifications.

Normal tolerance: ±1-2 inches variation (standard POD)

Major deviations: Eligible for return/replacement

Recommendation: Review size chart carefully before ordering.

36. What if multiple items ship separately?

Normal practice: Items from different categories or suppliers may ship separately with different tracking numbers.

This is EXPECTED - Do NOT request refund if items arrive separately. All items will arrive; they're coming from different fulfillment centers.

SELLERS & DESIGNS

37. Who are the sellers on Printsyde?

Independent designers and artists who license their designs to Printsyde. Sellers earn commissions on sales but you purchase directly from Printsyde (we're the merchant-of-record).

38. Can I contact sellers directly?

For order issues (shipping, returns, refunds): Contact customerservice@printsyde.com - we handle all customer service.

For design questions or custom requests: Some sellers may have contact options on their profile pages.

39. Are all designs original?

Yes. Sellers warrant they own rights or have proper licenses for all designs. We take intellectual property seriously and enforce copyright/trademark policies. See Section 45 for reporting infringement.

40. Can I request custom designs?

Some sellers offer custom services. Check individual seller profiles.

For custom/personalized items: ALL SALES FINAL unless defective (cannot return for change of mind).

41. What if my order has items from different sellers?

Orders process separately if from different sellers or product categories. You'll receive separate tracking for each part. Items may arrive at different times.

ACCOUNT & PRIVACY

42. How do I create an account?

Click "Sign Up" or "Register" on homepage. Provide email and create password. Account required for accessing digital downloads beyond 30 days.

43. How do I reset my password?

Click "Forgot Password" on login page. Enter your email. Follow instructions in reset email (check spam folder if not received within 10 minutes).

44. Does Printsyde protect my personal information?

Yes. We comply with:

1. Singapore PDPA
2. UK GDPR
3. EU GDPR
4. US CCPA (California)
5. Canada PIPEDA
6. Australia Privacy Act

See Privacy Policy for full details.

Privacy questions: legal@printsyde.com

45. How do I report copyright/trademark infringement?

Email: legal@printsyde.com

Include:

1. Your contact information
2. Description of your copyrighted work or trademark
3. Evidence of ownership (registration certificate)
4. Specific infringing content URL
5. Good faith statement

See Copyright/DMCA Policy for full process. We respond within 24-48 hours.

TECHNICAL & TROUBLESHOOTING

46. What browsers are supported?

Recommended:

1. Google Chrome (latest version)
2. Mozilla Firefox (latest version)
3. Apple Safari (latest version)
4. Microsoft Edge (latest version)

For best experience: Keep browser updated and enable JavaScript.

47. Why isn't my payment going through?

Common reasons:

1. Insufficient funds
2. Incorrect card details
3. Bank security hold (contact your bank)
4. Payment processor security check

If declined: Order automatically cancelled (you're not charged). Try again with different payment method or contact your bank.

48. Can I save my payment information?

No. We do NOT store complete payment card information. You enter payment details directly with PayPal or Stripe (secure payment processors) each time.

For faster checkout: Use PayPal account or Stripe saved payment methods (stored by them, not us).

49. Do you have a mobile app?

Currently Printsyde is available through our website, optimized for mobile browsers. A mobile app may be available in the future.

BUSINESS & WHOLESALE

50. Can I become a seller?

Yes! We review all seller applications to ensure quality and originality standards.

To apply: Email support@printsyde.com with:

1. Portfolio of your designs
2. Brief description of your work
3. Why you want to join Printsyde

51. Do you offer bulk or wholesale pricing?

Pricing set by individual sellers. For large quantity orders (20+ items), contact support@printsyde.com to inquire about bulk options.

Availability depends on: Specific product, seller, and quantity requested.

52. Can businesses use Printsyde for corporate gifts?

Yes! Many businesses use Printsyde for:

1. Employee gifts and swag
2. Client appreciation gifts
3. Event merchandise
4. Branded promotional items

Large orders: Contact support@printsyde.com for assistance.

POLICIES & LEGAL

53. Where can I read your full policies?

Available on our website:

1. Terms of Service
2. Privacy Policy
3. Refund Policy
4. Returns & Exchanges Policy
5. Copyright/DMCA Policy
6. Shipping Policy

Footer links on every page.

54. What law governs these policies?

Singapore law governs our policies, EXCEPT where your mandatory consumer protection laws apply:

1. UK: Consumer Rights Act 2015
2. EU: Consumer Rights Directive
3. Australia: Australian Consumer Law
4. Canada: Provincial consumer protection acts
5. US: State consumer protection laws

See Terms of Service - Section 14 for dispute resolution.

55. How do I file a complaint or dispute?

Step 1: Contact customerservice@printsyde.com (10-day good faith resolution period)

Step 2: Escalate to manager if unresolved

Step 3: Legal options per ToS - Section 14

Most issues resolve at Step 1.

CONTACT INFORMATION

Where do I send different types of questions?

Hours: Monday–Friday, 9AM-6PM ICT (7PM-4AM PDT / 10PM-7AM EDT)

Response Time: Within 24-48 hours on business days

QUICK REFERENCE GUIDE

Digital Products Download Issues:

1. Check spam/junk folder
2. Login → My Purchases → Download
3. Try different browser
4. Disable VPN/ad blockers
5. Contact customerservice@printsyde.com

Physical Products Timeline:

1. Production: 2-5 business days
2. Shipping: 5-10 days (domestic), 10-25 days (international)
3. Total: Production + Shipping
4. Return window: 30 days from delivery

Refund Timeline:

1. Approval: 1-3 business days
2. Processing: 3-5 business days
3. In your account: 5-10 business days

Consumer Rights by Region:

1. UK: Consumer Rights Act 2015 protections
2. EU: 14-day withdrawal right (waivable for digital with consent)
3. Australia: ACL guarantees cannot be excluded
4. Canada: Provincial consumer protection applies
5. US: State consumer protection laws apply

IMPORTANT NOTICES

All timeframes are estimates and may vary due to factors beyond our control including seller performance, carrier delays, weather, holidays, and seasonal demand.

Digital products are non-refundable once download link is accessed (except for technical issues).

Custom/personalized items are FINAL SALE unless defective.

Customer responsible for international customs duties - these are NOT included in product price.

Do NOT schedule important events based on estimated delivery dates - estimates are not guarantees.

For additional questions not covered in this FAQ, contact:

1. Order/Product Issues: customerservice@printsyde.com
2. Legal/Policy Questions: legal@printsyde.com

Last Updated: January 18, 2026