Frequently Asked Questions
SHOPPING
Q: How often do you offer new products?
A: We are always adding new products every week! Sometimes we have a big themed release, or sometimes a just smaller release including PIP Pack deals. We are always updating our New Arrivals section with new products, so check back often. Be sure to follow us on social media for sneak peeks of new items and announcements of new product availability.
Q: What are PIP Packs?
A: We offer PIP Pack deals every other week. They are pre-coordinated packs of items we offer in our shop at a great discount. These are limited time deals and are only available while supplies last or until midnight EST the next day. Most have limited quantities available and can sell out fast, so be sure to purchase what you want as soon as possible. We will announce the day and time the packs will be available earlier in that week on our social media channels.
Q: Do you have any certifications for your faux leather?
A: Yes! Our custom printed faux leather material has been tested and is proudly CPSIA compliant and meets CPSC safety requirements for use in children's products.
Q: Do you ever have sales?
A: We have a sale section where you can find great clearance deals! We will also have various sales and specials throughout the year so make sure you are following us on social media channels (PIP Supply) and are signed up for our email list so you don’t miss the deals.
Q: I want to reorder an item that is sold out, will it restock?
A: We have a restock section that we update whenever we restock items. If you ever have a question about the availability of a sold out product, please send our customer service team a message at help@pipsupply.com.
Q: Do you have a local storefront for shopping in person?
A: At this time, we are an online retailer only.
Q: Can I pick up my order in person?
A: If you are local to the Atlanta, Georgia area and want to pick up your order rather than have us ship it, please contact us at help@pipsupply.com immediately after placing the order.
PIPS EXCLUSIVE/COPYRIGHTED DESIGNS
Q: What are PIPS EXCLUSIVE/Copyrighted Designs?
A: We work very hard to bring you new, exciting and different products. We have designers on staff that create our patterns, chenille patches, faux leather and fabric templates and more from scratch and these are exclusive to us.
Q: How do I know if it is a PIPS EXCLUSIVE/Copyrighted Design?
A: You will see our PIP Supply logo, PIPS EXCLUSIVE on the listing photo and/or on your printed product when you receive it.
Q: Can we resell PIPS Exclusive/Copyright items?
A: Reproducing or recreating our PIPS Exclusive/Copyrighted custom templates, chenille patches, patterns or other products is strictly prohibited. You are allowed to purchase our templates other exclusive products to make items to sell as a made item or for personal use.
Q: What if I see your designs on other sites or in other groups?
A: We would appreciate you messaging us screenshots to help@pipsupply.com and we will reach out to them. Many times they aren't aware they are copyrighted designs and we really appreciate you letting us know!
CUSTOM PRINTING
Q: Do you offer custom printing of a pattern/image/design, etc?
A: Yes! We love seeing your custom designs! We currently offer custom printing for faux leather, fabric, bow strips, blankets, DTF, Sublimation and UV DTF Transfers. You can find the options here: Custom Printing.
Q: What do I need for custom printing?
A: All of the instructions and specifications for custom printing are explained in listing descriptions for the type of item you are interested in. It will give you exact instructions and provide pictures and suggestions for you. Custom Printing
PRE-ORDERS
Q: I placed an order during one of your Pre-Orders, when will it ship?
A: Occasionally we will open a pre-order to allow customers to purchase items that sold out quickly. Every pre-order item will be titled with estimated shipping date for that item so it will show on the order confirmation you receive via email after placing the order.
Q: I placed an order during the pre-order but not all of the items were a part of the pre-order, when will those ship?
A: If you have pre-order and non pre-order items on the same order, nothing will ship until the pre-order items arrive to us and the entire order will ship at one time. If you are wanting non pre-order items before the estimated shipping date, then you will need to place two separate orders.
PAYMENTS
Q: What payments do you accept?
A: We accept many payment methods: all major credit cards, Shop Pay, Paypal, Google Pay, Meta Pay and After Pay.
Q: Do you combine orders if I place separate orders?
A: Yes! We realize that occasionally a customer may place an order and then inadvertently forget an item. If a customer places a subsequent order within THREE hours of the initial order, we will be able to combine them for shipping purposes. Please email us at help@pipsupply.com with the order numbers to combine. Outside of the three hour window, we are not able to combine orders.
Q: Why can’t I combine orders placed more than three hours apart if they haven’t shipped?
A: Our shop is moving orders through various stages of production and fulfillment at all times. It becomes too difficult and time consuming to track down the previous order and it slows down the fulfillment process for all other customer orders.
ORDER FULFILLMENT
Q: How do I know what the turnaround time is for orders?
A: We will always post our current turnaround time at the top of the website. If your order contains made to order items, those regularly have a 4-6 business day production time before shipping. If there are no made to order items, those orders will ship within 2-5 business days. During new releases, sales and around holidays, those production times could be longer.
Q: What are made to order items?
A: Made to order items are products we print, make or assemble in our shop here in Buford, GA. They include most of our fabrics, faux leather, towels, blankets, bow strips, DTF and Sublimation transfers, UV Decals, DIY Kits and many other items. The item listing descriptions will specify if it is a made to order item. Read more about our Made to Order/Print on Demand products.
Q: How long does it take to make my order?
A: If your order contains made to order items, those regularly have a 4-6 business day production time before shipping. During new releases and around holidays, those production times could be longer. We will always post our current turnaround time at the top of our website.
Q: When will my order ship?
A: Our shop processes and fulfills orders Mondays - Fridays and we are closed on postal holidays and some other days throughout the year. If you have made to order items, those have a 4-6 business day production time before shipping and could be longer based on the number of orders we have to fulfill. If there are no made to order items on the order, those orders will ship within 2-5 business days.
Q: Do you offer any kind of RUSH service?
A: We do! We can ship any order with in-stock or made to order items in 2-3 business days for an upgrade charge of $29.95 USD. This charge includes rushed production, fulfillment and an automatic upgrade to Priority Mail shipping, just add it to your cart at checkout. (This service is for domestic orders only)
SHIPPING (Domestic)
Q: How much do you charge for shipping?
A: Our domestic USPS ground shipping rates are as follows (all amounts are in USD and before taxes, shipping charges):
- FREE Shipping for orders over $75
- Standard Shipping of $5.95 for orders totaling $0-$74.99
Q: Do you offer FREE shipping?
A: We offer free standard domestic shipping when you meet the minimum order amount of $75 USD before taxes and shipping. Choose “free economy shipping” at checkout, no code required.
Q: What shipping carriers do you use?
A: For domestic orders, we will ship via USPS or UPS at our discretion.
Q: Do you offer upgraded shipping options for domestic orders?
A: We do! You can select USPS Priority Mail for an additional charge. If you need a faster shipping option than those above, please place your order and select the option for USPS Priority Mail. Then contact us at help@pipsupply.com for a quote on UPS Overnight, UPS 2 Day or USPS Express Mail. We will invoice you for the price difference between your additional selection and the price you already paid for Priority Mail.
Q: How will I know that my domestic order shipped?
A: You will receive a shipping notification email when we ship the order. It will include the tracking number for your shipment and the shipping carrier.
Q: How long will it take for my order to be delivered to me?
A: Once your order is shipped, the transit time is determined by the carrier. We ship orders via USPS and UPS. Average domestic delivery time is anywhere from 2-7 days after your order has been shipped. Please note that both USPS and UPS will occasionally experience shipping delays especially around holidays and may lack tracking updates. We ask that you please be patient when experiencing a shipping delay as these are unfortunately out of our control.
SHIPPING (International)
Q: Do you ship internationally?
A: Yes! For international orders, we ship via USPS First Class International Mail and average delivery times are 2-4 weeks after your order is shipped. Please be aware you may be responsible for customs, import, VAT or excise duties, taxes and/or fees. We have no control over what taxes or fees your specific country charges when importing goods from other countries. Please check with your specific country import laws PRIOR to purchasing. Any free shipping promotions do not apply to international shipments.
Q: Do you offer upgraded shipping options for international orders?
A: We do! If you need a faster shipping option, please place your order and then contact us at help@pipsupply.com for a quote on UPS expedited shipping options. We will invoice you for the price difference between your additional selection and the price you already paid.
Q: How will I know that my international order shipped?
A: You will receive a shipping notification email when we ship the order. It will include the tracking number for your shipment and the shipping carrier.
SHIPPING PROTECTION
Q: Do you offer shipping protection?
A: Yes! We offer a Shipping Protection option during checkout when placing an order. It is very reasonably priced and this protection option is highly recommended. Should you choose not to pay for this added service by removing it from your cart, we unfortunately will not be responsible for any lost or damaged packages.
Q: What if I purchased the Shipping Protection and my package was lost/never arrived?
A: Please email us at help@pipsupply.com within 10 days of the estimated delivery date if you have not received your package. We will attempt to resolve it with the shipping carrier first and follow their steps for a resolution. Then, at the discretion of PIP Supply, we will either issue a store credit in the amount of the lost items or re-ship the items. For international shipments, we reserve the right to limit the number of claims to one per customer in any twelve month period.
KEEP IN CONTACT WITH US
Q: How do I know when the big releases or PIP Packs are available?
A: Please follow us on Facebook, Instagram, YouTube, Pinterest and TikTok. (PIP Supply) We are always posting sneak peeks and announcing upcoming releases and specials. We can also send emails and/or texts when they are available so be sure to sign up here for our mailing list.
Q: If I sign up for emails and texts, do you send a lot of messages?
A: We certainly respect your time and realize that you get lots of messages every day. We will not bombard you with communications. We will send messages when we have our bigger releases, when PIP Packs are available and when we have a sale.
Q: I have a question, who can I talk to?
A: If you can’t find the answer to your question here in the FAQs, please email us at help@pipsupply.com and someone will respond within one business day.
Q: I sent a message, why haven’t I received a response?
A: Our customer service team is available Monday - Friday from 8am – 3pm EST and we are closed on postal holidays and some other days throughout the year. If you message us outside of these hours, we will respond the next business day.
SOCIAL MEDIA
Q: Is PIP Supply on social media?
A: Yes! You can find us on Facebook, Instagram, YouTube, Tik Tok and Pinterest. We have lots of tutorials and craft ideas that we share so be sure to follow us!
REWARDS PROGRAM
Q: Do you offer a rewards or frequent buyer+ program where I earn points?
A: We do! In the bottom, right hand corner of the website is a pink “Rewards” button. You can sign up for an account there and earn points for certain activities like placing an order. PIP Points can be redeemed for certain discounts listed under your PIP Points rewards tab. Pip Points Rewards program is subject to the rules set forth when signing up to join. Pip Point program, reward rules, point earning and point redemption are subject to change at any time at the discretion of Pip Supply.
CHANGES, REFUNDS AND EXCHANGES
Q: Can I make changes to an order I submitted?
A: Because orders are constantly entering the production queue, we are not able to make changes, substitutions, cancellations or combine orders once THREE hours has passed since the order was placed.
Q: Can I return items that I no longer want?
A: We do not offer refunds or exchanges as most of our items are print on demand and we custom make them when a customer places an order. If you have an issue or concern regarding your order, please contact our customer service team at help@pipsupply.com within 5 business days of the order being delivered and please keep all packing and shipping materials that came with your order.
Q: I have an issue with my order, what do I do?
A: Upon receipt of your order, please contact us @help@pipsupply.com with any questions or concerns within 5 business days of the order being delivered and please keep all packing and shipping materials that came with your order.