FAQS

Payment Questions

Q:What payment options do you accept?

A:Our checkout system accepts all major credit cards and payPal as payment options.


Q:How do I contact Us?

A:To contact us directly, sent my email for me to:

suport@saleusasunfrog.com

Typically we try to respond to emails within 24-48 hours. In order to save you time, please make sure that your question is not already answered elsewhere in these FAQs. Otherwise, we will get back to you as soon as possible.

Returns & Exchanges

Q:How do I cancel my order?

A:If you want to cancel your order, please use the “cancel my order” button found here and follow the steps or contact us here.


Q:How do I return or exchange my shirt?

A:We accept all returns and exchanges within 90 days of placing the order. You can submit a request using your account here: Order Status. You will need your email and security key (found on your order confirmation) to access this page.

For exchanges, there is a reshipping fee of $4.99 USD per item for US orders and $5.99 USD per item for international orders. We accept debit/credit cards or PayPal for these fees. Exchanges can be performed one time per item ordered. Please call or email us for additional information.

For returns, we will process a refund for the original price of the shirt, not the shipping costs we paid to get it to you, as quickly as possible. Refunds typically take 3-5 business days to process once we have issued them.

**There may also be a $3 resizing fee if you are going from the S-XL size range, up to the 2XL-5XL. The resizing fee only applies if you move between those two size groups.


Q:You made a mistake on my order.

A:If it has to do with specific colors of ink or the shirt, the digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen.

Otherwise, our bad. It doesn’t happen often, but nobody’s perfect. If your receive the wrong item or if there is a defect in any way, please contact us here, and we’ll work with you to make it right. Often, this will simply require that you send us a pic of our error so we can a) verify your claim and b) shame the offending department.

There is no need to send it back to us, please donate the items to a local charity or someone in need as part of our Hope Gives Policy.


Q:My package is being returned in the mail, what do I do?

A:If we ship your order to the address you provided and it comes back to us, it will be processed as return to sender mail and you will be contacted at the email address provided. You will be given the option to reship to a valid address or a product refund.

The original shipping costs cannot be refunded for items returned in the mail.

Shipping Questions

Q:How long is it going to take?

A:We now have New shipping Options! Since we print shirts to order, and want to ensure that you receive the best quality possible, printing times can vary based on the current order volume and the shipping option selected.

Domestic Orders Only (Delivery estimates include print times)
Economy – Delivery: 10-14 Business Days
Premium – Delivery: 5-7 Business Days
Express – Delivery: 3-4 Business Days

International Orders
Economy: 7-9 business days (print time only) **Final delivery can take 2-6 weeks through your local post.
Premium: 4-5 business days (delivery estimate includes print time)

You will receive a shipping confirmation email at the address you provided which will contain a tracking information.


Q:Do you ship internationally and how much will it cost?

A:We ship to most countries throughout the world. The price is calculated based on your exact location and the weight of the package.

We use the UPS Mail Innovations to ship all orders and tracking will be available through them at www.ups.com. This tracking, however, only follows the package within the United States. After it departs a US Processing Center, it becomes the property of your country’s postal system.

Currently we ship internationally with a rate per item of: $4.99 USD for each tee and $7.50 USD for each hoodie/sweatshirt. For additional product pricing, please contact our customer service department.

Shipping times for international orders vary greatly, but we would recommend that you allow at least 2-4 weeks for standard orders from the time it leaves the US for you to receive it.

**For international deliveries as well, please note that any applicable import taxes or tariffs are the responsibility of the recipient and are not included in the original shipping cost.


Q:How do I contact Us?

A:To contact us directly.

Typically we try to respond to emails within 24-48 hours. In order to save you time, please make sure that your question is not already answered elsewhere in these FAQs. Otherwise, we will get back to you as soon as possible.


Q:How long does printing usually take?

A:Since we print to order, printing times can vary. Our current print time for apparel items is 7-9 business days. Mugs, canvases, posters and hats are printing within 6-10 business days. These estimates do not include transit time.


Q:Having problems with Tracking?

A:Once your order ships, you will receive a tracking number via email. It can sometimes take up to 24 hours for your tracking number to become active. You can locate your tracking number here.


Q:My package is being returned in the mail, what do I do?

A:If we ship your order to the address you provided and it comes back to us, it will be processed as return to sender mail and you will be contacted at the email address provided. You will be given the option to reship to a valid address or a product refund.

The original shipping costs cannot be refunded for items returned in the mail.


Q:Am I able to change my shipping after placing an order?

A:We cannot change the shipping method selected after an order has been placed. If you need to cancel your order, please click here.

Order Questions

Q:How do I contact SunFrog?

A:To contact us directly, click here.


Typically we try to respond to emails within 24-48 hours. In order to save you time, please make sure that your question is not already answered elsewhere in these FAQs. Otherwise, we will get back to you as soon as possible.


Q:Can I add to an order after it has been placed?

A:We cannot add items to an order after it has been placed. If you need to add items to an order, please request a cancellation here or contact us and we can assist you in cancelling the order here.


Q:Am I able to change my shipping after placing an order?

A:We cannot change the shipping method selected after an order has been placed. If you need to cancel your order, please click here.


Q:I’m getting an error when trying to process my order.

A:Here are some tips that may assist you in completing your order:

-The billing address that you input on our site must be identical to the billing information on file for your card.

-The information must be entered exactly as it appears using the same abbreviations and punctuation. Do you have a middle initial or middle name on the card? Don’t forget to include it!

-Still having trouble? Please call your bank and ask for the EXACT information they have on file for your card.

Our system will only allow three attempts to process a card. After three attempts, the system will block the card for two hours; after the timeout period you can try again to place the order.


Q:Do you offer customization?

A:As a third party printing company, we cannot customize any of the artwork shown on our website as it belongs to the artist who created it. However, we do offer a custom tool that allows you to create your own design: here.

Please be advised that SunFrog cannot assist in creating or editing any orders made through the custom tool. All custom order sales are final.


Q:How do I place an order over the phone?

A:We would be happy to assist you in placing an order over the phone. It is most helpful if you can provide the product SKU# so that we can find the design you are looking to purchase. Our Customer Service phone number is (855) 578-6376. You may reach us Monday-Friday 9AM-9PM EST

Pricing Questions

Q:How much are t-shirts?

A:Our shirt prices are set by the artist selling the design. Prices can vary from $19-$35 USD for t-shirts.


Q:How do I contact SunFrog?

A:To contact us directly, click here.

Typically we try to respond to emails within 24-48 hours. In order to save you time, please make sure that your question is not already answered elsewhere in these FAQs. Otherwise, we will get back to you as soon as possible.