FAQ

Frequently Asked Questions

Ordering

Do you charge setup fees?

No, we do not charge setup fees.

Do you require a minimum order?

No, we do not require minimum orders.

What is your turnaround time?

Most orders will ship within 5 business days of payment and completion of the order.

Can I place my order over the phone?

Unfortunately we cannot accept orders over the phone. All orders must be placed through our online ordering system. This method of ordering offers many advantages, such as: 1) it allows you to verify information as you submit it, 2) provides a trackable order in our system that you can monitor, 3) provides automated email notifications concerning your order, 4) helps eliminate setup fees and helps keep prices low by providing a streamlined ordering process, 5) you have the ability to see your order history and print invoices.

Will I receive a confirmation of my order?

Yes, we will send you automated email notifications related to your order.

How do I check the status of my order?

Click on the “My Account” link on our site, sign in to your account, and you will have access to your order information and account information.

Can an order be canceled once I have made payment and completed the order?

It depends on the size and status of your order. If the order has not started production, then yes, in most cases it can be canceled. If the order has started production or if we had to order additional inventory for your order, you will be charged a 30% materials fee for any item that has already been customized and for any additional inventory we had to purchase specifically for your order.

Logos and Artwork

Do you charge setup fees?

No, we do not charge setup fees.

What type of file of my logo/design should I provide?

We need one of the following file formats: .EPS, .CDR, .PSD, .AI, .JPG, .PDF. The file should also be at least 300dpi resolution.

How do I send you my logo?

You will upload your logo during the online ordering process.

If I provide a PMS color, will you match it?

We will match your PMS colors as closely as possible, but we do not guarantee an EXACT match.

Can I fax you my logo?

No. Faxed logos are not of adequate resolution for graphic design. FYI: If you use your logo on any letterhead, signage or business cards, the company that printed these for you will have your logo in the file type that we need and they should be able to email it to you.

Can I send you a scanned logo or a logo that has been copied from a web site?

No. Logos copied from web sites or scanned logos are not of adequate resolution for graphic design. FYI: If you use your logo on any letterhead, signage or business cards, the company that printed these for you will have your logo in the file type that we need and they should be able to email it to you.

Shipping

Do you provide a delivery date for my order?

No, we do not provide delivery dates for orders. We provide an approximate turnaround time (production time) for each product. Large quantity orders may require additional time to produce.

How long will it take to receive my order after it ships?

This depends on the shipping method you choose when completing your order.

How do I obtain the tracking number for my order?

We will send you an email with tracking information after your order ships. Tracking numbers are also accessible from within your account by clicking on your order number.

General

Is your web site secure?

Yes, absolutely. We understand that you're concerned about the security and privacy of your online transactions. This is why we use web site security features to ensure that your valuable data, such as credit card details, are encrypted when you interact with our web site. Our web site is just as secure as any banking web site.

What are your shipping and return policies?

Follow this link to review our shipping and return policies: https://tumblercountry.com/shipping-and-return-policy/

Invoices

How do I obtain a copy of my invoice?

Click on the “My Account” link on our site, sign in to your account, and you will have access to your order information and account information.

Business Hours and Contact Information

What are your business hours?

Monday - Friday, from 9:00 a.m. to 5:00 p.m. Eastern Standard Time (EST). We are closed on Saturday, Sunday and major holidays.

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