FAQ
Need help with an order, shipping, returns or digital products? Find the most common answers below.
Orders
Everything you need to know before and after placing an order.
How do I know if my order was received?
Once your order is successfully placed, you should receive an order confirmation by email. Please check your junk or spam folder if you do not see it in your inbox.
Can I change or cancel my order?
Because many of our products are made to order, changes or cancellations may only be possible for a short period after the order is placed. Contact us as soon as possible and we will do our best to help.
Why are some products made to order?
Many Image & Thread items are produced only after an order is placed. This helps reduce unnecessary inventory and allows us to offer a wider selection of designs, sizes and colors.
Shipping
Helpful information about delivery and order tracking.
Where do you ship?
Shipping availability and rates are calculated during checkout based on the destination and the products in your order.
How much does shipping cost?
Shipping costs vary depending on the products, destination and available delivery method. The final shipping amount will be shown at checkout before payment.
How long will my order take to arrive?
Delivery time includes both production and shipping. Since many items are made to order, production time may vary before the order is shipped.
Will I receive tracking information?
When tracking is available, it will be sent by email once your order has shipped.
Returns & Issues
What to do if there is a problem with your order.
Can I return an item?
Because many products are created specifically after an order is placed, return eligibility may depend on the situation. Please contact us with your order details if you need assistance.
What if my item arrives damaged or incorrect?
Contact us as soon as possible with your order number and clear photos of the issue. We will review the situation and help find the appropriate solution.
What if I ordered the wrong size or color?
Please review the available size and product information carefully before ordering. Since products may be made to order, exchanges for an incorrectly selected size or color may not always be possible.
Digital Products
Information about printable and downloadable products.
How do I receive a digital product?
After payment is completed, your downloadable file will be made available through WooCommerce and may also be included in your order email, depending on the product settings.
Will a physical product be shipped?
No. Products identified as digital downloads are delivered electronically and do not include a physical item unless the product description specifically states otherwise.
Can digital products be returned or refunded?
Because digital files are delivered electronically and cannot be physically returned, digital purchases are generally final once access to the file has been provided.
Can I share or resell a digital file?
Unless otherwise stated, digital files are intended for the purchaser's personal use and may not be redistributed, resold or shared as standalone files.
Payment
Secure payment information for your purchase.
What payment methods do you accept?
Available payment methods are displayed during checkout and may include major credit or debit cards and other supported payment options.
Is payment secure?
Payments are processed through secure third-party payment providers. Image & Thread does not directly store your full card information.
What currency are prices shown in?
Prices are displayed in the currency configured for the Image & Thread store. Any applicable taxes or shipping charges will be shown during checkout.
Still need help?
If you did not find the answer you were looking for, contact Image & Thread and we will be happy to help.
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