Our Frequently Asked Questions section contains a variety of useful information about using our services.
We understand that shopping online requires peace of mind and trust. We do our best to provide you with both.
Please don’t hesitate to contact us if you couldn’t find the answer to your question here.
Mug artwork is inkjet printed, using special dye-sublimation inks and transfer paper. After printing, the transfer paper is wrapped around the mug. The image on the transfer paper is mirrored. Heat and pressure is applied to transfer the image. Printed dye is mixed with the coating. The image then becomes part of the mug.
They are printed on a satin finish canvas and hand stretched.
Basis Weight: 192 g/m2
Media Thickness: 10.3 mil (0.26 mm)
ISO Brightness: 104%
Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.
We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.
We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.
Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.
In order for you to prolong the life of your custom print, we suggest following the care instructions below:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.
Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.
We offer products based on general demand, product testing, and other factors. If we aren’t currently offering the product you want to print on, feel free to leave us a suggestion. The more demand we see for a product, the more likely we will consider launching it.
Shipping And Return
Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28×5.5×38.
Orders shipping with the overnight, express, and standard methods will always have tracking available. Meanwhile, orders shipped out with the economy, no rush, or flat rate method may not have tracking available.
Get in touch with us at email@example.com no later than 7 days after delivery date and we’ll let you know what your next steps are.
Yes, that’s true! All orders shipping with the overnight delivery method for domestic orders will automatically be marked as priority in our system and bumped up in the fulfillment queue. For international shipments, orders with the express delivery method will be marked as priority.
Any claims for misprinted/damaged/defective items must be submitted within 7 days after the product is received. For packages lost in transit, all claims must be submitted no more than 7 days after the estimated delivery date.
If your shipping address was wrong, then you are held responsible. Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.
If you noticed any discrepency in your shipping address after you placed the order, please let us know as soon as possible by Emailing at firstname.lastname@example.org. We do not guarantee that the change might take place on time, but we’ll do our best to eliminate the problem.
If your order didn’t end up arriving, be sure to let us know!
First check your shipping confirmation and check that you had entered the correct address. If the address was incorrect, though we’d be happy to send you another order to the correct address, it will have to be at your cost.
If the shipping address was correct, get in touch with us at email@example.com including your order number. We’ll see what can be done.
For packages lost in transit, all claims must be submitted no later than 7 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming if the shipping address was correct. It would also be good to double check that you got in touch with your local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you think you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned at your end. You will receive notice once the order arrives back to our facility. We will contact you to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.
We guarantee each product from the moment it leaves our shop to the point it is received by the customer. If any order arrives broken, damaged, incomplete, or wrong, we will reship your order to ensure they are satisfied with the product.
MedinaPlay will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, MedinaPlay would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the your address. You should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch."
If you are unable to locate the package, you will need to let us know no later than 7 days after the delivery date.
The poly bags used in our packaging are recyclable, biodegradable, 100% virgin polyethylene film, FDA and USDA compliant.