FAQs
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General
Q: Where is my tracking number?
A: Your tracking number will be emailed to you when your order has shipped, usually 4-9 business days after you placed your order. Please check your email to see if you have received it, and also check your spam or junk folder.
Q: How do I track my order?
A: Click the link below and enter your tracking number to see the status of your order. Once shipped out, it may take a few days before you see the first status update.
https://tristarprints.com/app/trackorder
Q: Why didn't I receive an order confirmation email?
A: We send order confirmation emails immediately after you place your order. If you did not receive one, typically it is because of an incorrect email entered. Please contact us and we can confirm or make any changes. It's also possible the email might have gone into your spam or junk folder (please look for it there).
Q: What if I entered incorrect information?
A: Please contact us as soon as possible with your order number, shipping address and order date. We can change your email address, name, and address. If you need to change items in your order, we may need to cancel the original order. Please note, if you don't contact us within a few hours of placing your order, we might not be able to amend it.
Q: Are there any exchange rates?
A: All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.
Q: What payment methods do you accept?
A: We accept most major credit/debit cards (VISA, Mastercard, AMEX). Check current shopping cart for others at the time. We do not accept personal checks, money orders, direct bank transfers, or cash on delivery.
Q: How secure is my online order?
A: When purchasing online using your credit/debit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.
Q: How do I change or cancel my order?
A: Please contact us as soon as possible with your order number, shipping address and order date so we can amend or cancel your order. Please note that any orders that have already started being produced or have shipped cannot be cancelled or changed.
Q: Can I change my shipping address after placing an order?
A: We can change your shipping address within a few hours of you placing your order. However, any longer than that and we may not be able to change it if the order has been processed. Please email us with your order number, shipping address and order date.
Q: When will my order arrive?
A: All items are made-to-order. When you order, it takes us 4-9 business days to make your item/s before being shipped out. And depending on your location, shipping can take 5-12 business days to reach you. Once the order has shipped, we will email you the tracking number. We are not responsible for delays caused by the courier or customs department in your country. Our full shipping policy is here: https://tristarprints.com/policies/shipping-policy
Q: Can I use several discount codes in one order?
A: Discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.
Q: What do I do if I have missing items in my order?
A: If something is still missing, please contact us immediately via email at hello@tristarprints.com and include your order number, shipping address and order date.
Customs & Shipping
Q: When will my order be processed?
A: Orders are processed within 4-9 business days, as we make all items to order from scratch. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Once processed, your order will be shipped out and you'll receive a tracking number by email.
Q: Will I be charged with customs and taxes?
A: The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for custom duties or taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Q: Is my order eligible for free shipping?
A: Free shipping can be applied to orders that are part of our free shipping promotions excluding discounted, sale, and oversized/overweight products. Your order will be shipped using economy shipping.
Refunds and Returns
Q: How do I return an item?
A: As all our items are made-to-order, we only accept returns in certain circumstances. Please contact us as soon as possible after you receive your order and provide your order number, shipping address and order date as well as the reason for your return. See our full return policy here:
https://tristarprints.com/policies/refund-policy
Q: Will shipping be covered for my returns?
A: All return shipping fees and other miscellaneous fees are the responsibility of you the customer to pay.
Q: How do I get a refund?
A: Please see our refund policy for details:
https://tristarprints.com/policies/refund-policy
Q: What if the item(s) I received are defective/incorrect/damaged?
A: Please email us within 72 hours of receiving your order if you received items that are incorrect, missing, and/or defective. Please include your order number, shipping address, order date and photographs of the item(s) with an explanation of the issue. We will do our very best to resolve your case as soon as possible.
Q: How long is the returns process?
A: Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.
Q: When will I receive my refund?
A: All refunds will be credited to your original form of payment within 7-10 business days of receipt of the returned item or cancellation request. Please note your bank may also take additional days to credit the refund to your account.