FAQ’s
Most frequently asked questionsShipping and Ordering
Do you ship internationally?
Yes, we do; however, shipping to some countries is not possible due to legal restrictions or shipping carrier limitations. We do not currently ship to Crimea, Luhansk, and Donetsk regions in Ukraine, Russia, Belarus, Ecuador, Cuba, Iran, Syria, and North Korea.
After an order is placed, how long will it take to ship?
Processing times can vary depending on the item. All of our items are made to order meaning we will only begin printing your items after your order is placed. Most items take approximately 2 to 5 business days to print and dispatch. Digital prints are instantly available after your payment and order is complete.
How long after shipping until I receive my order?
Delivery time will vary depending on the destination. Once an order is shipped, a tracking number will be available and you can track its progress on the carrier's website. Please see below for a list of common destinations and approximate timelines. If you have a specific destination not listed, please reach out.
United States - 3 to 6 business days
Canada - 3 to 10 business days
Australia - 3 to 20 business days
Europe - 5 to 15 business days
New Zealand - 10 to 20 business days
Delays are common, especially during the COVID-19 pandemic. Please allow ample time for your order to arrive. Please also note that custom clearance may delay delivery, and tracking numbers may no longer update once they have arrived at the destination country. All customs and duty fees are the responsibility of the customer.
I'm missing part of my order.
Depending on the items in your order, your items may have shipped separately and may not arrive at the same time. If you do not see multiple tracking numbers, please reach out to me and I will look into it for you.
Can I cancel or change my order?
For physical products, we try to begin processing orders right away. If you need to cancel an order or change any part of it, please reach out as soon as possible! We will attempt to accommodate such requests, but once production has begun, we will not be able to offer a cancellation or change your order.
For digital products, you will receive your purchase immediately. Due to the nature of these products, we do not offer cancellations or refunds.
How do digital prints work?
Digital prints are immediately available once your payment has been processed (can take a few minutes to a day depending on the method). All digital prints are available as PDF files for you to print yourself or at your local print shop. If you have any questions about sizing, printing, or framing, please reach out!
Returns and Exchanges
What is your return and refund policy?
For digital print items, all sales are final and there is a strict no refund policy.
For physical items that have been shipped to you, we do our best to make sure that your order arrives in perfect condition. If your item arrives damaged, please reach out and let me know. You'll need to provide me with your order number, name, and photos.
I do not accept returns or exchanges due to fit. Sizing charts are provided with every item. Please check the chart carefully against a similar item at home.
I accidentally bought the wrong size. Can I exchange?
As our physical products are printed to order, we do not maintain inventory. As a result we do not accept exchanges. Please carefully consult the sizing charts provided prior to placing your order.
Taxes & Payments
I'm in Europe. Will my order be charged customs and VAT?
VAT is charged as legally required during the check-out process. As the order ships and moves across borders, it may incur additional customs fees or VAT outside of my control; however, for European orders, we work with several European printers. We will always do our best to print orders as close to you as possible so that you receive it faster and it incurs less fees; however, it is not a guarantee. Some items are US-exclusive items. If you are concerned about VAT and customs fees, please check with me first if you'd like to know what items can be printed closer to you!
Do you accept international credit cards?
Yes! Payments are processed through Shopify and its leading international partners. Chances are you will be able to pay in your local currency.
Do you charge sales tax on any item?
Sales taxes are collected as legally required. Order totals are reflected in your cart upon checkout.
Any additional duties or other payments required are the responsibility of the customer.
How long does it take for me to get a refund?
As a policy, we do not offer refunds at this time. If you believe you have extenuating circumstances, please contact me.
Other Questions
How can I get assistance if I need it?
Please use our Contact page to send a message. Alternatively, you can message me on instagram: @rockymtnprintingco
How do I care for my items?
All items have wash and care instructions provided in the listing. Please check back to make sure you are following the care instructions to prolong the life of your print and garment. Generally for most printed products, wash cold with prints turned inside out and low tumbledry. Do not iron on the print, and do not dry clean.
Please note, that some mugs are NOT diswasher or microwave safe and may result in damage. I do not accept returns or exchanges due to damage from improper care.
Are you also on Etsy? Can I add previous purchases to your Rewards program?
Our shop is also available on Etsy. The items, availability, processing, and delivery times are all the same between our online storefronts; however, the Rewards program can only be applied to orders made on the official website.
Do you hand-make every item?
I work with several printing partners in multiple countries to print and ship out most of our items. However, some limited-run items like bookmarks and stickers are handmade by me and will ship out from my home studio in Calgary, AB, Canada.
Do you do custom designs?
I accept custom orders at my discretion. If you would like a design modified for you, or have an idea for a brand new design, I'd love to hear from you!
I'm an author and I'd like to work with you.
I'm always looking for partnerships. Use the Contact page or message me on instagram: @rockymtnprintingco
Some of your stuff says Rocky Mountain Printing Co. are you the same company?
Yes! We started out as Rocky Mountain Printing Co. and rebranded in January 2023 to Narrative Threads.