Most Common Questions

Updated: Dec 17, 2023
We recently moved to a new shop! While this is mostly good news, two of our primary machines were damaged in the process, and our production of new orders is on hold until we can get these back up and running. We’re hoping it’s no more than 30 days, but in all transparency, everything with this move has taken 4x longer, cost 4x more, with 4x more things gone awry than we ever imagined. 

While you may place an order, the turn-around time is delayed at least 30-45 days.

Hours: Monday-Friday 8am-5pm Pacific Time

We respond to ALL messages we receive in 24 hours or less. 
If you have emailed and haven’t heard back within 24 hours, we genuinely have not received your message.
Your patience during weekends/holidays is greatly appreciated.

An alternate way to reach us is to direct-message us through our Facebook page.

NOTE:
If you’ve ordered a gift certificate and have not received it, please check Spam, Junk, and Promotional folders.
If you don’t see it still, email us we are more than happy to help!

PRICES
All our human-sized Dresses and T-shirts (youth and adult) are $49.00 USD each.
Lightweight Lisa Beanies are $19.00 USD each.

Every single thing we make is printed, hand cut, and sewn in the USA.

BONUS FEATURE:
During checkout there are options to add-on matching items of the same design at discounted rates!
All prices USD.

SHIPPING

For US-based orders: Flat $6.00 USD
Outside US orders: Flat $17.00 USD
****IMPORTANT NOTE****
*Does not include customs/duty tax (see below)

We ship via USPS First Class and USPS First Class International.
Once we drop the packages off with USPS delivery is quite literally in their hands. You will receive a tracking number via email once the package has been scanned by USPS.

If you receive a shipping notification and have not received your package within 30 business days, please contact us. If you have not received your package and more than 60-days have passed since receiving your shipping notification, we’ll do our best to help, but the odds may not be ever in your favor.

If you need to make arrangements to have your item sent via another courier, please email us directly to discuss costs and options.

*CUSTOMS/DUTY TAX NOTE 
There may be additional fees with international customs/duty import tax. These are separate from our shipping costs and are the responsibility of the person receiving the parcel.
If you’re not sure, please check with your country’s international shipping policies to see if there may be additional costs so there’s no surprise.

Our Gift Certificate setup is a little different: Check out this video if you’re experiencing any confusion.
If the video or items below leave any questions unanswered, please email us, we’ll do our best to help!

How much should I get on my gift certificate?
Use the “Price Calculator” button to select the items you would like to have included on your gift certificate. Scroll to the bottom of that price calculator screen to include shipping costs, click “Apply” when you are done and the total will automatically be added to your custom gift certificate amount.

Print-at-home gift kits
We offer free print-at-home gift kits here in case you want to give your gift certificate in-person.
First you’ll buy an instant digital gift certificate and have it emailed to yourself. Then choose and print a few blank templates, and then choose a cover design from our gift kit gallery. Each cover is a 2-page document that includes a cover and a handy instructions sheet so your gift recipient will understand how to make use of this incredible gift you’ve just given them!

Expiration date:
In accordance with NV state law, our gift certificates have an expiration date printed directly beneath the Magic Code and Value (currently that’s 5 years from the date of purchase). If you have an expired gift certificate, please email us within 30 days of the expiration date, we are more than happy to help you out. 

How do I get one design in multiple sizes?

• Print a template for the largest size you want to order, then design.
• Upload your smartphone photo of that design to our website, choose the first size/style you wish to order (it doesn’t matter which size you order first). Once you’ve uploaded, selected size, and hit “Looks Good”, you’ll go to a screen that says your design has been uploaded and you’ll see options to add-on matching items at discounted prices. Select one of those to add your desired matching item(s) in their corresponding sizes to your cart.

Doll Sizes
There are no templates for doll sizes.
18″ doll sizes (compatible with American Girl brand and similar sized dolls) as a matching add-on item only available at checkout. The doll-sized add-on cost varies per product:
18″ add-on T-shirts and Dresses: $25.00 USD
18″ add-on Beanies: $15.00 USD

Scrunchies
Matching Scrunchie add-ons are available for $7.00

We are a US-based company and ship via USPS First Class to any US-based destination for a flat $5 USD.

***UPDATED Nov 1, 2021***
If the image uploaded with the order meets our image requirements, we will hand it off to USPS within 15 days of receiving your order. 

USPS delivery timelines may vary depending on your location. 

We’re based in Las Vegas, NV

US-based orders typically take 3-4 days to make the journey from our shop to you once we hand-off to USPS. Since the onset of COVID-19, delivery times have been impacted and may take longer. 
Please allow a little extra time.

If you have questions or needs please Email us.

Fine Print:
• We ship via USPS First Class unless you have an order of 5 items or more, then your item is shipped via UPS Ground. Once we drop the packages off with the courier, delivery is quite literally in their hands. 

• You will receive a tracking number once the package has been scanned by the courier. We receive the same exact tracking information that you receive through that link. 

• Please understand that packages are lost from time-to-time. If your package has been marked “Delivered”, please check with your post carrier, neighbors, and/or local post office. If still no luck, please contact us within 30 days of the marked delivery date. The recovery process through USPS is very, very, very lengthy but we’ll do all we can within reason to help.

• We are currently unable to ship outside the US.

• If you need to make arrangements to have your item sent via another courier, please email us directly to discuss costs and options. 

There may be additional fees with international customs/duty import tax.
These fees are separate from our flat-rate shipping cost and are the responsibility of the person receiving the parcel. If you’re not sure, please check with your country’s international shipping policies to see if there may be additional costs so there’s no surprise. 

IMPORTANT NOTES

• Since the onset of COVID-19 in 2020 there has been an increase in lost/undelivered/delayed/returned International packages.

• It has become very common for packages leaving the US to take 30-60 days to arrive at their international destination.

• Once a package leaves the US, we do not have access to any tracking detail until it is marked “Delivered.”

• We are not responsible for the replacement or refunding of International shipments that do not reach their destination.

If you have questions or concerns, please email us.

DRESSES:
Kids sizes: 2T – 18
Adult sizes: XS – 3XL
Our dress sizes run average/true to average US sizing. We recommend ordering the same size you’d purchase from Target or similar department store.

T-SHIRTS:

Kids sizes: 2T – 18
Adult sizes: XS – 3XL
Our kids and women’s cut t-shirts run small, we recommend sizing up one size from what you currently wear for a regular fit, size up two sizes for room to grow.
Our men’s/unisex t-shirts run true to size, we recommend sizing up one size from what you currently wear for a regular fit, size up two sizes for room to grow/loose fit.

BEANIES: 
Use a tape measurer to measure the circumference of your head, then refer to the size chart located on the Size & Fit tab of the “Lisa Beanies” page.

If you’re not sure about what size to order please email us. We’ll do our best to work with you and answer any/all questions up front so that sizing isn’t an issue.

These items are one-of-a-kind pieces of art, and non-returnable and non-refundable. If you order something and the fit is off please contact us within 30-days of receiving your order.

Here’s a short video we made about our dress sizes, which you may find helpful.

https://youtu.be/FiFLM9bkt0

The design is duplicated front and back.
We do not offer separate front/back images at this time, that’s something we hope to do in the future, though.

A couple important notes with our t-shirts:

• There will be some alignment variation in the collar and sleeves. We do not stamp artwork onto existing clothing, we print, cut, then sew each piece so that you’re getting full bleed, seam-to-seam printing. (We think it looks pretty awesome but sometimes different than expected).
• The back of the shirt has the same artwork as the front, at a slightly larger scale. This will result in some cropping of some pieces.
  Please email us if you have any further questions. 

You will get an email when the shipping label for your purchase has been scanned by the USPS. 

All orders are shipped via USPS First Class, unless you need to make rare/special arrangements with us. If you do, please email us. 

T-shirts, Dresses, Beanies
Wash and care details are located in the hem of our garments, near the artist’s name.
They are:

• – Machine wash cold
• – Tumble dry low
• – Iron medium heat
• – Do not dry clean
• – Do not bleach
• – Wear with smile

Please email us if you have any further questions.

Please let us know at hello@picturethisclothing.com

************
COVID-19 UPDATE
USPS deliveries may take more time than normal with the Coronavirus goings-on. 
Orders going outside the USA are sometimes taking 45-60 days to reach their destination.
***************

If you have questions or needs please Email us.

If you received an email from us saying your package has shipped, we have handed it to USPS and it’s on its way! 

If your tracking number indicates “In Transit” status:

1. Review the shipping address.
Please review the order’s shipping address from your account panel and confirm it was sent to the correct address. If not, please let us know right away. 

2. Check with your local Post Office.
Please take your tracking number to your local post office and ask. Orders being sent outside the US are occasionally held for customs/duty tax collection before delivery.

3. Give it more time.
International packages can take more than 30 days to arrive at their international destination.

If 60 days or more have passed and the USPS status still shows “In Transit” please let us know. 

…

If your tracking number indicates “Returned to Sender” status:

1. Review the shipping address.
Please review the order’s shipping address from your account panel and confirm it was sent to the correct address. If not, please let us know right away. 

2. Review tracking history.
Please review the tracking history to understand why the package has been returned, then let us know so we can watch for it and get it back out to you once we receive it back.

…

If your tracking number indicates “Delivered” status:

1. Ask your neighbors or your mail carrier.
Please check with neighbors. Sometimes package are mis-delivered, especially if you live in an apartment complex or have a community mailbox unit.

2. Stop by the post office to see if they’re holding it. Sometimes they forget to leave pick-up notices.

For items marked “Delivered”, please understand that we cannot be held responsible for packages that have gone missing, or have been delivered to incorrect addresses.

***************

IMPORTANT UPDATE for orders outside the USA

As of April 3, 2020, USPS has temporarily suspended all international mail services, except GXG® service, to several countries that can no longer accept incoming shipments. 
See the list of countries with mail acceptance issues and other service alerts related to coronavirus.

If you have ordered and we are unable to ship your parcel due to temporary international service suspension, your order will be refunded as store credit.
***************

While we want to get your order to you as soon as we can, once we deliver it to our shipping carrier the actual delivery date is beyond our control, and arrival times are not guaranteed.

If you did not receive a tracking number please email us. We are more than happy to help you out.

If you have questions or needs please Email us.

If you received an email from us saying your package has shipped, we have handed it to USPS and it is on its way! 

If your tracking number indicates “In Transit” status:

1. Review the shipping address.
Please review the order’s shipping address from your account panel and confirm it was sent to the correct address. If not, please let us know right away. 

2. Check with your local Post Office.
Please take your tracking number to your local post office and ask. Orders being sent outside the US are occasionally held for customs/duty tax collection before delivery.

3. Give it more time.
International packages can take more than 30 days to arrive at their international destination.

If 60 days or more have passed and the USPS status still shows “In Transit” please let us know. 

…

If your tracking number indicates “Returned to Sender” status:

1. Review the shipping address.
Please review the order’s shipping address from your account panel and confirm it was sent to the correct address. If not, please let us know right away. 

2. Review tracking history.
Please review the tracking history to understand why the package has been returned, then let us know so we can watch for it and get it back out to you once we receive it back.

…

If your tracking number indicates “Delivered” status:

1. Ask your neighbors or your mail carrier.
Please check with neighbors. Sometimes packages are misdelivered, especially if you live in an apartment complex or have a community mailbox unit.

2. Stop by the post office to see if they’re holding it. Sometimes they forget to leave pick-up notices. For orders outside the US, a VAT or Tax and handling fee may be required by your country’s postal service, this is separate from our shipping costs and the responsibility of the parcel recipient.

3. Confirm that the shipping address entered when the order was placed is correct.

For items marked “Delivered” please understand that we cannot be held responsible for replacing packages that have gone missing, or have been delivered to incorrect addresses. 

***************

While we want to get your order to you as soon as we can, once we deliver it to our shipping carrier the actual delivery date is literally in their hands, and arrival times are not guaranteed.

If you did not receive a tracking number please email us. We are more than happy to help you out.

Oh no! If your tracking number indicates “Delivered” status but you’ve not received it:

1. Ask your neighbors. Sometimes package are mis-delivered, especially if you live in an apartment complex or have a community mailbox unit.

2. Stop by the post office to see if they’re holding it. Sometimes they forget to leave pick-up notices.

If you’ve tried 1 & 2 above with no resolve, please file a claim with USPS using your tracking number, then shoot us an email at hello@picturethisclothing.com letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

While we want to get your order to you as soon as we can, once we deliver it to our shipping carrier the actual delivery date is beyond our control, arrival times are not guaranteed and shipping costs are non-refundable. We are not responsible for packages that are lost, missing, or delivered to incorrect addresses.

Damaged:
If your item has arrived but looks like it was run over by an angry dirt-biker or the neighbors dogs thought it was theirs, or something equally not-awesome, please contact us via email within 7 days. 
We’ll help you return the damaged goods to us and get an exact replacement going (sorry, but no new or alternate designs can be submitted in place of damaged items, we will have the original order’s artwork on file to keep things nice-n-easy).

• DO NO EVIL: If you have to ask if it’s OK to use, it’s probably not. Be safe and create something that’s 100% yours.
• COLORS: While we do everything we can to match the colors of the original artwork, we cannot guarantee an exact color match.
• MARKETING & PROMOTION: By creating one of our products, you’re giving us permission to use it in our marketing materials for all time and eternity. We may share, but we are not obligated to share. 
• NO RETURNS: These are custom one-of-a-kind designs made specifically for you and cannot be resold, our general policy is that we do not accept returns. If there is a concern or problem with your garment please email us within 7 days of receiving your order. We are more than happy to help you out. If you’ve already received a replacement for an order, we are not able to offer a second replacement item. If more than 14 days have passed, we are not able to offer a replacement item.
• If you do not agree with the Terms, do not proceed to access the Site or use the Services.

READ THE FULL VERSION OF OUR TERMS HERE

If you have additional questions please email us. We are more than happy to help you out.

DRESSES/T-SHIRTS/BEANIES
Are made of a soft, lightweight poly-spandex blend (96/4) fabric – looks/feels like a nice quality t-shirt material. Our CEO equates it to higher-end t-shirts she buys at Nordstrom and similar.
It’s machine washable and since it’s already been touched by intense amounts of heat to get your artwork on it, there should be no discernible shrinkage to your garment. And, you can iron it at medium heat to keep it nice and smooth.

Wear / Last
The material is prone to “pilling” if the wash & care instructions are not followed and with extreme wash & wear. Follow wash & care instructions closely, and turn garment inside-out to wash for longest last of the garment.

It’s white – is it see-through?
If your t-shirt or dress design leaves a lot of white – yes – just like a light-weight white t-shirt it will be a bit see-through. If your design is dense in color and you eliminate the white of the paper in the template outline, the fabric becomes more solid and much less transparent.

We highly recommend you watch this video that offers as much insight into the shirt/dress fabric as we could fit in under 5 minutes.

Great question!
Here are some tips in written format. And here is a 90-second video with 5 helpful tips.

Our products are printed then hand-cut and sewn upon order, made right here in the good ol’ U.S. of A. (Las Vegas, NV to be exact.) All our workers are of legal working age, and your products are packed with care in our Vegas-based Ship Shop.

We frequently live stream and/or Story a lot of “behind the scenes’ stuff. We have an archive of live Cut & Chat sessions with our CEO, Jaimee Newberry available on our Facebook video gallery. We encourage you to check those out and follow/friend our page so you can join us there for some live chats in the future!

We are asked almost daily about offering donations or gift certificates. We’re a super small company, while we aren’t in a position to offer donations to every group that asks, we hope to grow big and strong and able to help as much as our hearts want to.

Please contact: jaimee@picturethisclothing.com