FAQ

This 'Frequently Asked Questions' page will help visitors navigate our store and make a purchase with confidance.

Can I get an update on my order status?
Your order is within one of the following stages:
A) Your art file is being reviewed to ensure that everything is ok to proceed to production.
B) Your order is currently in production.
C) Your order has been produced and is it our QC (Quality Control) department to verify your order is all good to go.
D) Your order is in our packaging department getting ready to be shipped to you.
E) Your order has been picked up by the carrier and is on its way. We have sent you a tracking number for you to follow the shipping journey.
F) You have received your order. We hope that you are satisfied and will consider shopping with us again in the future.
What types of files can I use for personalizing my product?
Our design tool works with hi-res jpeg, PNG,PDF, Photoshop, Illustrator and other files as well. If you have any hesitation regarding the quality of your art file, please send us a note with your order so that we can thoroughly review your file to spot any potential quality issues. If we see something, we will contact you first prior to production.
 
What does the word 'bleed' mean in the printing business?          In printing, the word 'bleed' refers to the printed image extending right to, and off the edge of a surface. For example, on our metal photo panels, if you want your image to fully cover the entire surface without any white material showing, your art file would require a 1/8" 'bleed' all the way around the panel so that no white aluminum shows.
     
What if my order is damaged when I receive it?
Do not worry. If your order is damaged during shipment and you receive it damaged, we will replace it at no cost to you. We would ask you to take a couple of photos of the shipping carton and the damaged product so that we could investigate with our carrier. If we decide to, we will email you a prepaid shipping label to return the damaged order.
     
What is your return policy?
Since orders are personalized, we cannot accept returns unless your order was damaged in shipping. If you have any issue with your order, contact us directly and we will work out a solution. Our goal is to build long term customers who will use our service for years to come and also to ensure that you are satisfied with your experience with us.
     
I need help with the design tool. What do I do?
We will be happy to assist you.
Please contact us using one of the following methods:
CHAT - available Monday - Friday from 8:00am to 5:00pm EST
Email  - sales@brandmyspirit.com
Call    - 1-800-916-6980 Monday-Friday from 8:00am to 5:00pm EST