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From Monday to Friday
From Monday to Friday
FREQUENTLY ASKED QUESTIONS
MANAGE ORDER
1. How do I place my order?
Simply choose your style on the product page then click the “add to cart” button and follow the simple steps to complete your order.
We’ll prepare your order and let you know when it's on its way!
2. What resolution and in what format should my photos be?
The short answer is an image with a higher resolution results in a better printed image quality. We recommend uploading photos with a pixel density (PPI) of at least 150 to ensure the quality of your photo gifts. And photos must be in JPG, JPEG or PNG format.
3. Can I preview my personalization before checking out?
At Coupleprints, we provide draft previews for all products. After clicking ‘Finish’ in the ‘Customize your design’ window, a preview of your photo gift will show up. If you are happy with the customization, select ‘Add to cart’ and you’re ready to either check out or continue shopping. And you can double-check the personalization of the items in your cart before checking out. If there is anything different from what you designed, please go back and start your personalization over.
4. May I make a correction to my order customization after it has been submitted?
Be sure to double-check your customization before checking out to prevent errors and delays in production and delivery. If you’d like to make changes to your order customization, please contact our Customer Support team for further assistance at support@coupleprints.com
5. What kind of address should I use for shipping?
To avoid unwanted incidents such as delay, return, delivery failure, please:
- Make sure you provide the correct address at checkout;
- Use your shipping address to your residential address instead of your vocational one
6. I have a question about my order, what should I do?
Get in touch! Drop us an email at support@coupleprints.com anytime.
We're happy to answer questions about order, order modifications, shipping, returns, cancellations and pretty much anything else you can throw at us. Plus, we're nice and fun!
7. How do I change or cancel my order?
If you change your mind about your purchase, please contact us at email support@coupleprints.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be cancelled and modified within 5 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.
Please be informed that a management and transaction fee (15% of your total order value) will be applied for the cancellation.
8. Where is my order?
You should be able to find your order here: Tracking Order
9. My tracking number isn’t working?
Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.
10. I did not receive any confirmation email
Please check your inbox again and the spam folder for our order confirmation email.
If there's still nothing, please contact our support team so we can resend the email to you: support@coupleprints.com Make sure to include the name on the shipping information, and anything else that might be helpful.
SHIPPING & DELIVERY
1. Where is my ship from?
Our products are made in the US therefore they are shipped from and within the US.
Since we offer made-to-order items, we will be printing the item after you place your order, one at a time for the best quality.
2. How long will it take to ship my order?
This is the time frame applied for your order:
🚚 United States:
- Standard: Up to 6 business days (usually faster)
- Priority: Up to 3 business days
Note: For Hawaii, Alaska and Puerto Rico, we only offer standard shipping plan which can take up to 7 business days
🚚 Canada & Mexico, United Kingdom, Australia,European Countries :
- Standard: Up to 7 business days
- Ornament:
🚚 United States:
- Standard: From 4 - 8 business days
🚚 Other Countries:
- Standard: From 7 - 21 business days
- Pillow:
🚚 United States:
- Standard: Up to 6 business days (usually faster)
- Priority: Up to 3 business days
Note: For Hawaii, Alaska and Puerto Rico, we only offer standard shipping plan which can take up to 7 business days
🚚 Other Countries (do not serve)
Please note that during holidays or peak season, it may take an additional 7 business days for delivery.
Please visit our Shipping Information for the most updated estimated time frame.
3. I need help with a late order
If your order has not arrived after 10 business days (domestic), please contact our team, we are happy to assist.
4. I need my order fast, do you guys provide expedited shipping?
Unfortunately, we do not offer expedited shipping.
PAYMENT METHODS
1. What type of payments do you accept?
We accept visa, mastercard as well as paypal.
2. When will my card be charged?
Just after your order has been successfully placed.
3. Can I pay on delivery?
All payments are due upon completion of the order and cash on delivery is an unavailable payment method for all items in our store.
4. How secure is my personal information?
We adhere to the highest industry standards to protect your personal information when you checkout and purchase.
Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.
REPLACEMENT AND REFUND
1. What should I do if I receive a faulty product?
You would need to notify our support team at support@coupleprints.com within 7 days of the date of receiving your order.
In rare cases that you receive a defective, damaged, wrong item, or a printing quality issue, please send us the photo of the received item, ideally, taken on a flat surface, with the tag and error of the items clearly displayed.
Our support team will review your issue to offer the most suitable solution.
2. When will I receive my replacement?
The processing time and delivery time for the replacement will be applied the same as a normal order.
Please refer our returns and refunds policy for more information: https://coupleprints.com/pages/returns-and-refunds-policy
For any further information. Please email us!
Contact us and we’ll get back to you as soon as possible.