FAQ for General Orders
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Can I request a catalog?
Because we offer over 20,000 products on our website, and since we are always updating our site with the hottest new releases, we are not able to offer a print catalog. Instead, our website serves as our catalog. From each product page you have the option to buy a sample or print a sample. This makes it convenient for you to create your own catalog for the specific products that interest you. In addition, our customer service team is available at 877.816.0884 during business hours or by email, info@polkadotdesign.com, to answer any of your product questions.
Can I request a sample of a product I see online?
For most items online we do offer samples. There is a "Buy Sample" button that you can select to place an order for a sample. Samples are mailed through the United States Postal Service and should arrive to you in about a week. The sample you receive may be blank or may have sample wording, but it will not include your personalized text (when you place your custom order, an electronic proof will be provided with your text on the card background). Please note that samples of specific designs in our exclusive digital collection are not available. There is an option to request a sample pack for each category of digital products (i.e. girl birth announcement, baby shower, new home, graduation, holiday, etc.). This sample pack will include cards in each size offered along with any coordinating items for that category such as note cards, stickers and enclosure cards. Please review our digital sample information page for more information on digital sample packs.
What does preprinted mean?
Some items are described as "preprinted". This means the manufacturer has preprinted a greeting or wording on the card already. In most cases, this wording will be "thank you" on a note card, a holiday greeting on a photo card or may be words like "for, date, time" on a fill-in invitation. This preprinted wording cannot be changed and we do not offer any additional custom printing in conjunction with the preprinted wording.
What is an embellishment?
Some cards may be available with an "optional embellishment." "Embellishment" may refer to a ribbon, pre-tied bow, glitter or other extra piece that attaches to the card. In most cases, there is a thumbnail image of the embellished and non-embellished versions on the product page. Look under the main image to select one of the thumbnails to view the card with or without the embellishment. When you place an order, please use the drop down menu under "Product Options" to select whether or not you would like the embellishment included with your order. Please remember that assembly is required when you select an embellishment. If you would like for us to assemble the card for you before we ship it, please select the box for the assembly option on the custom order form.
How do I order a card with an embellishment?
If you would like to have the optional embellishment included with your order, make sure you select this option on the product page under "Product Options." The website is defaulted to the product without the embellishment and the title of the product will include "Without Embellishment." Once you add the embellishment to your order, the title of the card will change to "With Embellishment." The pricing will also change as there is an additional charge for embellishments. If you are placing a custom printed order with an embellishment, the proof should include the embellishment. Please double check your order to ensure you receive the correct item.
Can Polka Dot Design assemble the embellishments for me (i.e. tie bows, apply glitter, etc.)?
If you are placing a custom printed order that includes extra pieces or embellishments, we are happy to assemble the product for you before we ship your order. There is an additional fee for this service, and you can select this assembly option on the custom order form when placing your order online. Please keep in mind, the assembly service may add an additional business day to your in-house processing time.
How many lines of text will fit on a particular card?
There is no limit to the amount of text you can submit for a custom printed order. Our professional typesetters will work with your text and do their best to fit it all on the card you select. If the card absolutely will not accommodate all of your text, we will contact you to see about revising the text or selecting a different product. If you are concerned about the amount of text you would like to use, we recommend choosing a standard, easy to read font. Avoid handwriting or script fonts with scrolls and swirls that might be difficult to read if there is a lot of information. When proofing your order, make sure you view the proof at 100% and print it out to see an accurate card size and typesetting. This will allow you to see the size that the font will be when we do our printing, so you can determine if changes need to be made.
Can I order a different quantity than is stated online?
We are only able to provide products in the quantities indicated on the website. Most items are available in increments of 10 or 8. Some products do have a minimum quantity for ordering.
Can I add a logo to my printed order?
We are happy to print a logo for you. There is an additional fee of $15.00 for this service. The logo will be printed in black and white, and we require the original EPS file or a high resolution JPEG of at least 300 DPI (all one color - not grayscale). If your invitation stock is anything other than white, please make sure your image is clear of any white background. The image can be emailed to our art department, proofs@polkadotdesign.com. Once you have placed your order, please send the email with the attached image and reference your order number. If our art department has difficulty with the image, they will contact you. Otherwise, the logo will be available to view along with your text on the proof.
Can I request that envelopes be sent early?
Envelopes may be sent early for birth announcements only. There is an additional $5.00 fee for the separate shipping. Please make a parenthetical note in the customized text box indicating: "(please send envelopes early)". We will ship the envelopes within 2-3 business days via UPS ground shipping. We will upload a blank proof for you, and once you have the details for your text, you can submit changes through your online account to provide that information. Note: Unfortunately, our early envelopes are not available with our exclusive digital designs.
Can I order envelopes separately?
We receive boxed products directly from the manufacturer. Products are usually packaged with an equal number of cards and envelopes in a box, and we do not carry bulk envelopes. For this reason, we cannot sell envelopes separately.
Can you tell me if a certain item is in stock?
Everything you see on the website should be in stock. We rely on the manufacturers of the products we carry to inform us if an item is no longer available, and we remove products from our website as soon as we are notified that they are out of stock. In rare circumstances there may be products on the site that are not available. If you place an order for one of these items you will be contacted as quickly as possible.
If I do not see a particular item on your site how can I order it?
If you have seen a product on our website in the past, but it is no longer on the site, it may be temporarily out of stock or it may have been discontinued. Unfortunately, for out of stock items, manufacturers do not provide a specific date of availability; however, as soon as we are notified that a product is back in stock, we will put it back on the website.
How can I contact the manufacturer of a product on your website?
Due to manufacturer restrictions, we are not able to provide their contact information.
How long does it take to receive an order?
Most blank orders have an in-house processing time of 1-2 business days, and most custom printed orders have an in-house processing time of 3-5 business days. Please confirm the processing time for the item you are ordering on the product information page. Once an order has shipped, the delivery time will depend on which UPS shipping method you select. We offer UPS Ground, 3-day Select, 2-day Air and Next Day Air. Please remember that the shipping time is in addition to the in-house processing time. If you are in a time crunch, please contact our customer service department to discuss which shipping option will be best for you.
Do you offer a rush service on your in-house processing time?
Due to our fast turn around times (in most cases 1-2 business days for blank orders or 3-5 business days for custom printed orders) we do not offer a rush on our in-house processing. We do our very best to ship every order as quickly as possible. We do offer expedited UPS shipping, and we recommend selecting 2-day Air or Next Day Air if you need to receive your order quickly. These shipping methods will ensure that UPS delivers your order promptly after it has left our facility. Please keep in mind, the shipping method you choose will not affect our in-house processing time and shipping times are based on business days, Monday through Friday only.
Do you ship outside the United States?
We currently only ship within the United States; however, we hope to begin shipping internationally to Canada, Australia, New Zealand and the United Kingdom in the future, so please check back with us.
Will I receive a proof for my custom order?
Yes, all of our custom printed orders receive a proof within 2 business days from the day the order is placed. Your proof is uploaded into the online account you create during the ordering process. You will receive an email notification when your proof is available, however, the email is automatically generated and may be filtered out or routed to a junk/spam mail folder. When your proof is ready, you can view it by returning to our website, selecting the "My Account" link at the top of the screen, and logging in as a returning customer using the email address and password you used to place the order. There will be a link there to view your proof. Note: Noteworthy stamps, Three Designing Women stamps & embossers, Picture Perfect stickers and Sugar Cookies stickers do not receive proofs. Please double check your text on the order form before submitting your order.
Do I need to enter my credit card information before I receive a proof?
We do ask that you place an order so that a proof can be provided. Your credit card will be authorized for the amount of your purchase as soon as you place your order so that we can immediately begin processing the order. A proof will be uploaded into your online account within two business days from the day you place your order. We are happy to make any changes for you at that point so that you are satisfied with your invitation. No proof ever goes to print until we have your final approval, and we do not complete the transaction on your credit card until your order has shipped. Note: For information on our cancellation policy, please review our Terms & Conditions.
How can I view my proof?
You can view your proof by returning to our website, selecting the "My Account" link at the top of the screen, and logging in as a returning customer using the email address and password you used to place the order. There will be a link inside your account to view the proof.
I am having difficulty viewing my proof. What can I do?
If you have logged into your account and are having trouble viewing your proof, please make sure you have Adobe Acrobat Reader installed on your computer to view the proof in the .PDF format. If you do not have this program, you can download it for free here.
If you are still having difficulty, please contact our customer service department so that we can email or fax the proof directly to you.
If I submit changes to my proof, how long will it take to receive a new proof?
Our art department makes changes to proofs as quickly as possible. Your revised proof will be available in your online account within 24 business hours of submitting the changes.
I submitted changes to my proof, but I'm not able to see the corrections when I log back in.
Our art department tries to make proof changes as quickly as possible. A revised proof should be uploaded into your online account within 24 hours of submitting changes. If you do not see the corrections when you try to view the new proof, try holding down the "Ctrl" button on your keyboard while selecting the refresh option on your internet browser. This will refresh your page while eliminating any cached or stored information. If you are still not able to view the changes, please call our art department at 877.816.0884 or email proofs@polkadotdesign.com so we can look into your order.
Can I call you to submit my proof approval by phone?
Unfortunately, we cannot accept verbal approvals for proofs. Please submit your approval electronically by selecting the "Approve Proof" button inside your online account or email us your written approval.
How long will it take to receive my order once I have approved my proof?
The in-house processing time begins the day your order is placed and includes the proofing process. Most custom printed orders have an in-house processing time of 3-5 business days. Please confirm the processing time for the item you are ordering on the product information page. Once an order has shipped, the delivery time will depend on which UPS shipping method you select. We offer UPS Ground, 3-day Select, 2-day Air and Next Day Air. Please remember that the shipping time is in addition to the in-house processing time. If you are in a time crunch, please contact our customer service department to discuss which shipping option will be best for you.
What if I'm not receiving emails from Polka Dot Design?
We send a number of automated email messages to you regarding your order. For blank orders, you should receive an email confirmation as soon as the order is placed, and once the order is shipped you should receive a shipping notification. Printed orders will also receive proofing instructions via email and proof notifications. Since these messages are automatically generated, your email provider may filter them out completely or route them to a junk/spam mail folder. If you are using a Spam filter or blocker that requires confirmation from the sender or is set to reject email from certain domains, please enable it to receive email from the polkadotdesign.com e-mail server, to ensure receipt of these messages. If you are not receiving our emails, all of your order information - including a receipt, order status, proof, and tracking number - are available in your online account. You can always access your account through our site to find information about your order.
How can I check the status of my order?
You can monitor the status of your order by logging into the account you created on our website. Select the "My Account" link at the top of the page, and log in as a returning customer with your email address and password. Inside your account, you can view a copy of your receipt, check the status of your order and find a UPS tracking number. For custom printed orders, you can also review your original, unchanged text and your proof.
What if I see two pending transactions on my bank or credit card statement, but I only placed one order?
When you place your order, your credit card is authorized for the full amount of the purchase. If there is a discrepancy between the billing address you provided and the billing address to which your statement is mailed, we will not accept the funds on the authorization. Your bank or credit card company may still have a hold on those funds that appears as a pending transaction on your statement, but since we declined the authorization, it should fall off within a few business days. Our finance department reviews these orders, and if they do not suspect any suspicious or fraudulent activity, they will manually process the credit card authorization. This would be the second pending transaction you see on your account, and this will be the payment we process once your order has shipped. If at anytime you see multiple completed transactions you feel are incorrect, please contact our customer service department immediately.
Can I cancel an order after it has been placed?
Blank stock orders process very quickly and are often shipped directly from the manufacturer. For this reason, blank stock orders cannot be cancelled. If you decide not to use blank products once you have received them, please call our customer service department to determine if the item is eligible for return and to obtain a return merchandise authorization number.
Most custom printed orders can be cancelled so long as the proof has not yet been approved. If you request cancellation before a proof is created for you, we will completely void your credit card authorization. If you need to cancel after a proof has been uploaded, we retain a $15.00 proof fee and void the balance of your credit card authorization.
Please be aware that some items are not eligible for cancellation. This includes: All Sale Items, All Holiday Products, Anna Griffin & Specialty Programs, Bloomers Diaper Cakes, Midori Products, Noteworthy Stamps, Picture Perfect Stickers & Labels, Sugar Cookies Stickers & Labels, Three Designing Women Stamps & Embossers and orders of a quantity of 100 or more
If I receive products that I have decided not to use, may I return them?
Most blank stock products can be returned. If you would like to send back any items, please contact our customer service department to determine if the item is eligible for return and to obtain a return merchandise authorization number.
We are not able to accept returns for custom printed orders, including all orders for our line of Exclusive digital products. Proofs are provided with each printed order for review and final approval before printing. By approving your order, you are agreeing that the proof is ready to print.
Please be aware that some items are not eligible for exchange or return. This includes: All Sale Items, All Holiday Products, Bloomers Diaper Cakes, Midori, Noteworthy Stamps and orders of a quantity of 100 or more.
How long will it take to receive a refund on returned products?
Your return will be processed and the refund posted to your credit card within 10 business days of receiving your return. Please note that banks have different policies when it comes to releasing funds back to your account, so it could take a few extra business days for the credit to appear on your statement.
How do I place a reorder for the same item I've already received?
We are happy to process a reorder for you. Please call our customer service department during business hours. Please supply your original order number and we can place a reorder for you. We will print the exact proof that we printed on your original order, and you will not need to go back through the proofing process. We will do our best to print and ship your reorder as quickly as possible. The in-house processing time for a reorder is the standard 3-5 business days.
What if my order has shipped, but there was an error in the text I approved or some of my event information has changed?
If your order has already been printed and left our facility, but you need to make changes to your text, please call our customer service department during business hours and we will gladly process a reprint for you. Please reference your original order number, and we will take the changes to your text over the phone. You will receive a new order number, and we will go through the proofing process with you again to make any corrections to your wording. Because we know there are extenuating circumstances and changes may be needed even after an order has shipped, we are happy to offer up to a 40% discount on a reprint. We will do our best to print and ship your reprint as quickly as possible. The in-house processing time for a reprint is the standard 3-5 business days.
How do artists and manufacturers submit products for consideration on your website?
Artists and manufacturers who would like to submit products that we might offer on our website can send catalogs, samples and pricing information by email to marketing@polkadotdesign.com or for delivery to
Polka Dot Design
Marketing Department
2504 W. Park Row Drive
Suite B5 #126
Arlington, TX 76013
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