Order FAQs
ORDERING PROCESS
Upon completing your order via online at www.sugarbdesigns.com, you will receive notification via e-mail that your order has been placed. This e-mail will contain information about your order such as your order number, the total cost of your order and where your order is to be shipped.
PRINT PRODUCTION
Upon receiving your order and approving your proof, your item(s) are submitted to print production. (If order is placed on the weekend, it will be reviewed and submitted the next working business day.) From time of print submission, print turn time is on average (*NON HOLIDAY) approximately 72 hours for 1-2 items. For 3 items and up, additional print turn time is to be expected. Print Hours of Operation are M-F from 8 am-5 pm. *DURING HOLIDAY PERIOD, please expect A MINIMUM 72 hours for printing. Printing is outsourced. Thus, absolutely no guarantees can be made of the production turn time.
During the Christmas season, please allow for additional business days. Printing is outsourced, and turn times vary based on volume.
Shipping
Once your order has been shipped you will receive a second e-mail with shipment tracking information. Shipment options vary, including FedEx, UPS or USPS.
During the Christmas season, please allow for additional shipping days. We do NOT recommend the United States Postal Service (USPS) during the holiday season, as delivery times are not guaranteed.
Add at least four to five working business days to the turn time during holiday seasons.
Sugar B Designs is not responsible for shipment carrier delays or losses.
ALL shipping carriers are currently experiencing delays due to the COVID-19 crisis. Fed-Ex and UPS have indefinitely suspended delivery guarantees for Ground and Express packages and have suspended their money back guarantee if shipments are not delivered on time. USPS does not offer guarantees. NO REFUNDS WILL BE PROCESSED BY SUGAR B DESIGNS FOR SHIPPING RELATED ISSUES.
Our holiday turn times are intended to be used only as an estimation. We ask that you be patient with our team and set proper turnaround expectations. Once we send your order to print, we are at the mercy of the print shop and the shipping carrier. We are happy to help you in any way that we can regarding potential delays. However, we can only provide as much information as we are given. We truly appreciate your understanding.
WHAT IS YOUR EMAIL ADDRESS?
Email orders@sugarbdesigns.com for a response within 24-48 hours.
MAY I CHANGE A DESIGN?
If you would like to add photos to an existing design or change the greeting, email orders@sugarbdesigns.com with your requests and specific design. Revision design fee starts at $5 and up.
Here's a link to purchase various design changes:
https://sugarbdesigns.com/pages/design-changes
WILL I RECEIVE A PROOF?
For products utilizing the Personalizer Tool, you will create and approve your design proof at the time of order. In this case, no additional proofs will be provided. For products requiring designer assistance, you will receive a proof sheet via email based on the text and images submitted within approximately 72 hours during working business days (M-F) and hours (8am-5pm). Weekends not included in turn time estimates. Upon proof approval, no changes will be made. For instance, should you order on Thursday afternoon, the weekend days (Saturday and Sunday) do not count towards your 72 hour proof turn timeline. Please double check your text as Sugar B Designs is not responsible for errors on approved items. Your approved order will be submitted to print production. Print turn time is approximately 72 hours during working business days (M-F) and hours (8am-5pm). Weekends not included in turn time estimates. For instance, should you order on Thursday afternoon, the weekend days (Saturday and Sunday) do not count towards your 72 hour proof turn timeline. Once the print process is complete, your order will ship based on your chosen method. Upon shipment, you'll receive an email with shipment tracking information. Total turn time is approximately 10-14 days. ALL TURN TIMES ARE APPROXIMATE AND SUBJECT TO CHANGE based on magnitude of incoming orders. Sugar B Designs is not responsible for carrier shipping delays.
HOW DO I REQUEST EDITS TO MY PROOF?
Should you have edits, please respond to your Pre-Print Proof email with specific revisions needed. Your edits will be executed per instruction, and an updated proof will be emailed to you during working business days (M-F) and hours (8am-5pm).
WHEN WILL I RECEIVE MY ORDER?
During the Christmas season, please allow for additional business days. Printing is outsourced, and turn times vary based on volume.
Based on the text and images submitted, a proof will be provided via email within approximately 72 hours during working business days (M-F) and hours (8am-5pm). Weekends not included in turn time estimates. Upon proof approval, no changes will be made. For instance, should you order on Thursday afternoon, the weekend days (Saturday and Sunday) do not count towards your 72 hour proof turn timeline. Please double check your text as Sugar B Designs is not responsible for errors on approved items. Your approved order will be submitted to print production. Print turn time is approximately 72 hours during working business days (M-F) and hours (8am-5pm). Weekends not included in turn time estimates. For instance, should you order on Thursday afternoon, the weekend days (Saturday and Sunday) do not count towards your 72 hour proof turn timeline. Once the print process is complete, your order will ship based on your chosen method. Upon shipment, you'll receive an email with shipment tracking information. Total turn time is approximately 10-14 days. ALL TURN TIMES ARE APPROXIMATE AND SUBJECT TO CHANGE based on magnitude of incoming orders. Sugar B Designs is not responsible for carrier shipping delays.
WHAT ABOUT ERRORS?
Review ALL text and photos before approving and purchasing your items. Sugar B Designs is not responsible for items that were incorrectly submitted by the customer or for errors on approved items. Upon proof approval, no changes will be made. Once approved, your order will be submitted to print production. Print turn time is approximately 48-72 hours during working business days (M-F) and hours (8am-5pm). Once the print process is complete, your order will ship. Upon shipment, you'll receive an email with shipment tracking information! Sugar B Designs is not responsible for carrier shipping delays.
WHY DOES THE DESIGN LOOK PIXELATED ON THE CUSTOMIZE SCREEN?
The final design will outsource the same resolution as your digital upload. For example, if you upload a photo at 300 DPI, the final resolution will print at 300 DPI.
WHAT ARE THE PHOTO GUIDELINES?
Please follow the below guidelines to ensure you have a beautiful final print product.
The devise used to take your photo should be at least 3 megapixels/300 DPI (this means that a camera phone will generally not work). If you are scanning an already printed photo, set the resolution of your scanner to 300 DPI or higher. Upload a photo format of PNG, JPEG or JPG. Note that computer screens are backlit. Photos appear lighter on screen than they appear in print. If your photo appears dark on the computer, it will print even darker.
Should you choose to upload a low quality photo, Sugar B Designs is not responsible for a re-print and does not assume responsibility for the quality of the photos. There will be no re-prints due to low photo quality.
If your photo is too large to upload, simply adjust the pixel size and re-upload.
Photo Permission Statement: Upon submission of your order, you indicate to Sugar B Designs that you either own the image or that you have permission from the copyright holder or other owner to reproduce the image. You also agree that the reproduction of the image will not violate the rights of any other person. In submission of your order, you agree to indemnify Sugar B Designs and defend and hold us harmless from all actions; liabilities, damages, losses, and expenses, including, but not limited to, attorney’s fees and costs, arising out of or relating to our possession or reproduction of the image and any breach of your representations of the photo.
WHAT IF I NEED TO CANCEL MY ORDER?
Once the order has been submitted, it may not be cancelled.