Frequently Asked Questions – HTVRONT

Frequently Asked Questions

GENERAL

What are your hours and which time zone do you apply?
We are open Monday through Friday from 8:30am until 5:00pm. Saturday from 8:30am until 1:00pm. We are closed on Sundays.We apply to GMT+8 time zone

What are your prices?
We offer a vast array of different products. We sell heat transfer vinyl and glitter vinyl in sizes ranging from single 12"x12" sheets all the way up to rolls. All prices will vary depending on the type of product and size. We also offer bulk discount pricing for larger quantities. All pricing information, including bulk discount information, will be found on the individual product pages once you have selected a size and color.

Do you have any active discount codes?
Whenever we have a sale, we send out an email to everyone who left e-mail with us, so be sure to leave your e-mail at the bottom of our site if you have not already done so to receive notifications about our sales. Further, all sales will be notated on our website as well as on social media. Most sales we offer will not require a coupon code and will be automatically given when you add the particular sale item or items to your cart. If a given sale requires a discount code, you will be provided with the correct discount code and it will be listed on our site. Some sales may require a specific order subtotal or a specific item be added. In such a case, the details of the sale will be indicated on our site. The best place to check for our current sales is on our Discount page.

Why is my discount code invalid? what should I do?
When you are prompted by the system that the discount code is invalid, please make sure that the following information is correct:

  • Have you entered the correct discount code? including the length of the discount code and letter case.
  • Whether the product or amount in your shopping cart meets the requirements of the discount code, please carefully browse our discount page for the detailed usage of the discount code.
  • If the above information is correct, please try to refresh your shopping cart or our website page, and then enter the discount code and try to check out again.
  • When you have tried everything and you are still prompted that the discount code is invalid, please contact us immediately, if we do not reply within a short time, please complete the checkout and leave a note when you place the order, our staff will check it The amount that should be discounted will be refunded to you.

ORDERING

How do I place an order?
Via our website is the best way. You may also contact and have us help you to place an order for you. If you want to order our products in large quantities or cannot place an order, you can contact our online customer service or contact us by email: support@htvront.com

What payment methods do you accept?
We accept PayPal, VISA, MasterCard, JCB.

Is my information securing after using this site?
Absolutely!!! Our Secure Software (SSL)is the industry standard and among the best software available today for secure commerce transactions. It encrypts your credit card number so that it cannot be read as the information travels over the Internet.

Can I change my shipping after ordering?
No. Once an order has been placed we are unable to make any changes to the order or the shipping address.

SHIPPING

What are your shipping rates and what are my shipping options?
We offer US local delivery. Please see our Shipping Policy for the complete lit of available options.

What is the shipping time ?
The time frame for order delivery is divided into two parts:

  • Processing time:
    Order verification, quality check and packaging. All orders are sent to the manufacturers for dispatch within 24 hours after the order is placed. The manufacturer process the orders, which takes an additional 2- 4 days .
  • Shipping time:
    This refers to the time it takes for items to be shipped from our warehouse to the destination. US warehouse orders are shipped by USPS or UPS,which usually take between 3 and 7 business days, Other warehouse orders usually take between about 15days to arrive at their destination but can take longer from time to time. Please see our Shipping Policy for the complete lit of available options.

How do I know what shipping methods are available to me and what they will cost?
To view the shipping cost for a particular order, simply log into your account, add the items you wish to purchase to your cart and then click the green "Checkout" button. The checkout screen will show all the available shipping options along with their costs on the left-hand side of the screen.

ORDER/RETURNS ISSUES

What if I want to return part of my order or my entire order?
If for any reason you are not satisfied with your purchase, please contact us within 30 days of receipt of your order so we may take steps to satisfy you. We will be happy to help process an exchange for different products and to provide you with a Return Merchandise Authorization Number (RMA#) if you would like to return all or part of your order. Once you have your RMA#, please write it on the outside of the return packaging and return the products in new, unused and unaltered condition for a refund.

How do I return a product?
Once you have alerted us you wish to make a return through an email contact. We will email you a link to start the easy return process.

What is your refund policy?
Return & Refund PolicyOur complete return policy is located at the Return & Refund Policy link at the bottom of the site.

How will you refund me ?
You can find our refund policy by the link The refund will go back onto the same card you used to place the order with us, Please allow 3-5 days for the funds to show in your account.

What if I received the wrong products or my order is missing items?
At HTVRont we strive to fulfill orders as quickly as possible with 100% accuracy, but we are only human and occasionally make mistakes. (Of the thousands of orders we process each month we typically maintain a 99.8% accuracy rate.) If we have sent you the wrong product or you are missing a product or products from your order, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Send us the picture in an email along with details of what exactly is missing or incorrect. Once we are notified of the issue, we will work with you to resolve it as quickly as possible. Please see the Shipping policy section for complete details.

What if some or all of the items I ordered are damaged?
We do our best to provide appropriate packaging so your order arrives in perfect condition, but ultimately we have no control of how the package is handled once it leaves our facility. If one or more of your items are damaged, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Further, if there is noticeable damage to the shipping container and/or an excess amount of tape, please take pictures of the packaging. Send us the pictures in an email along with details of exactly which item or items are damaged. Once we are aware of the situation, we will work with you to resolve it as quickly as possible. Please see the Shipping Policy section for complete details.

What do I do if my order is late?
If your order does not arrive by the estimated delivery date, please contact us immediately so we may resolve the situation.

What do I do if my order is lost?
A package is not lost if it's tracking information still states“In Transit". This applies to guaranteed shipping methods and non-guaranteed methods alike. If the tracking shows“In Transit", please consult the Shipping Policy section of our Shipping Policy for further details. If the tracking information states something other than“In Transit", it is still possible your order is on the way to you and not lost. Please contact us so we may investigate the situation and determine if the package is lost. If your package has stated “In Transit" with NO movement for more than seven business days and you have already signed up for "Text & Email Updates" as noted in the Shipping Policy section of our Shipping Policy, we will consider the package lost and treat it accordingly. SPECIAL NOTE: The EUB does not consider a package lost unless it has been 15 DAYS with no movement, so please understand we are going above and beyond EUB policy and taking a risk incurring additional cost to provide our customers a faster resolution. It is still possible the original package may be delivered within the 15-day window after we have considered the package lost. If this occurs, please contact us so we may send you a return service label (RSL) to return the extra order.
If a package is lost, we will reship your order or provide you with a refund of the items only as mutually agreed upon by you and us. We will then file a claim with the carrier to recoup the lost funds. Please do not attempt to file a claim with the carrier as it may jeopardize our ability to do so and thus remove our ability to ship you a replacement order or provide you with a refund. If your order is lost, you may be contacted by the carrier about said order. If so, and the carrier asks you if you received your order, please understand they are inquiring about your original order and not the replacement order. Please tell them“no", that you did not receive your order because if you tell them "yes" in reference to receiving the replacement we sent, they will assume you mean the original and thus deny our claim.

PRODUCT

What is the difference between adhesive vinyl and heat transfer vinyl (HTV)?
Adhesive vinyl, sometimes called pressure sensitive vinyl (PSV) or just vinyl has a paper backing that exposes the adhesive (glue) once removed (like a sticker) and is meant to be directly adhered to a surface like a cup, window, car, etc. HTV, sometimes called iron-on, does not have a paper backing and instead has an exposed adhesive that is activated by heat. HTV is typically applied to fabrics such as t-shirts.

What sizes do you offer?
We offer multiple different width and length options, depending on the product and color. Please locate the product and color you are looking for to determine what lengths are available. If you are still having trouble, please feel free to email us at: support@htvront.com

Can your vinyI be used in my Cricut?
Yes, absolutely. The vinyl we sell can be used in all vinyl cutting machines.

What are the setting parameters of machine cutting and hot pressing?

What is transfer tape, and do I need it?
Transfer tape aids greatly in the process of moving the vinyl from its backing to its desired location. Transfer tape is only used on adhesive craft vinyl. Heat transfer vinyl has a clear carrier sheet attached to the vinyl that is used instead. Once the vinyl is cut the excess vinyl is removed (weeded) and the project should be left on the backing. Transfer tape is then applied over the project so that when the backing is removed the vinyl sticks to the transfer tape. The tape (and vinyl) are then applied to the desired location. Using an application tool the vinyl should be rubbed with pressure adequate to adhere it to the applied surface and remove any air bubbles. The transfer tape is then slowly removed by pulling one corner downward at an angle, slowly watching for any lifting of the vinyl. So do you need transfer tape? In short, probably. You can move vinyl from its backing to another location without transfer tape, but if there are any spaces or intricate details it will be very difficult. 

OTHER

Can we team up?
HTVRONT loves to work with bloggers and also offers an affiliate program to help promote good advertisement. If you are interested in working with us, please contact us: support@htvront.com.

I need project ideas, do you have a blog?
Yes, we do! If you’re looking for a new project or a great tutorial, our blog will provide hours of project inspiration! Come take a look!

I'm having issues with using heat transfer vinyl
Vinyl can be so much fun, but we do understand that sometimes there can be frustration, and we are here to help! Feel free to contact us with any application questions or visit our blogs to learn useful tips and tricks!

Do you have discounts for loyal customers?
Yes ! We have a loyal customer feedback event every month. As long as you have placed an order in our store, you will get a discount of 8%-18% of your last order amount.The details are as follows:

  • For more than 1 order, we will return you an 8% discount on your last order amount.
  • For more than 3 orders, we will return you a 12% discount on your last order amount.
  • For more than 5 orders, we will return you an 18% discount on your last order amount.

The offers will be issued to you in the form of gift cards after you contact us. Go to our feedback page to know more!

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