FAQ

We accept secure payments through PayPal, giving you the flexibility to complete your purchase whether you have a PayPal account or not:

• With a PayPal account: Simply log in using your PayPal credentials and complete your payment quickly and securely.
• Without a PayPal account: You can still pay safely using your debit or credit card via PayPal’s guest checkout option — no account registration is required.

For your peace of mind, all transactions processed through PayPal are fully encrypted and protected, ensuring that your personal and payment information stays safe.

Want to know more about our payment methods? Please visit our Payment Policy.

Cancellation of your order is only possible if:

• The order has not been fulfilled or shipped.
• You contact us within 24 hours of placing the order.

If your order has already been processed or shipped, we are unable to cancel it. However, you may still be eligible for a return or exchange, depending on the item:

• Non-personalized items: You can return or exchange these within 30 days of delivery. Returned items must be unused, unwashed, and in their original packaging with all tags attached.
• Personalized items: These are non-returnable and non-refundable, unless the error is on our part — for example, if you received the wrong size compared to the size chart or a design that doesn’t match your order.

If you believe there is an error with a personalized item, please contact us promptly. Provide clear photos showing the issue and, for sizing concerns, include measurements of the item laid flat next to a measuring tape. This helps our team assess the situation and determine if a replacement or refund applies.

For full details on returns, exchanges, and refund processes, please see our Returns & Refund Policy.

At Ahoyprints, every item is made to order to ensure the best quality and attention to detail. Fulfillment typically takes 4–6 business days for production and packaging before your order is shipped.

Our estimated delivery times (including production) depend on your location:

• United States: 10–14 business days
• Europe: 14–20 business days
• Rest of the World: 18–25 business days

Please note that these estimates already include the 4–6 business days needed for production before your order ships. In rare cases, delivery may take an additional 3–5 business days due to customs clearance, weather delays, or carrier-related issues.

Our shipping costs depend on your location:

• United States:
  Flat rate shipping is $5.88 USD per order.
  Enjoy free shipping on orders of $99.88 USD or more.
• Europe & Rest of the World:
  Flat rate shipping is $15.88 USD per order.
  Enjoy free shipping on orders of $150.88 USD or more.

We’re here to assist if your order appears delayed. Here’s what you should do:

• Review your tracking number to see the most recent shipping updates.
• If there’s no movement in the tracking information, please allow 5–7 business days, as delays can happen. After this period, feel free to contact us for support.
• Once you reach out, we will open an investigation with the shipping carrier to locate your package.
• If the carrier confirms the package is lost, we’ll offer you either a full refund or a replacement item, whichever you prefer.

Important: If your tracking status shows “Delivered” but you haven’t received the package, please see the next section for guidance on what to do.

If your tracking shows “Delivered” but you haven’t received your package, please follow these steps:

• Verify the shipping address listed on your order confirmation to ensure it’s correct.
• Check around your property, including common delivery spots like your porch, mailbox, garage, back door, or any other safe location.
• Ask neighbors or household members in case someone accepted the package on your behalf.
• Allow 24–48 business hours, as carriers may occasionally mark a package as delivered before it’s actually dropped off.
• If you still can’t locate your package, contact the shipping carrier directly for additional details, such as GPS scan data to help pinpoint the delivery location.

We truly apologize for any inconvenience, and we are committed to resolving the issue as quickly as possible. If your order arrives with damage, a defect, or a personalization error, please follow these steps to report the problem:

Step 1: Inspect your item carefully upon delivery.
Look for signs of damage, incorrect sizing, design errors, or mistakes in personalization.

Step 2: Take clear, well-lit photos to document the issue.

• For design or personalization errors: capture photos that clearly show the problem.
• For sizing issues: place the item flat on a surface and photograph it alongside a measuring tape to display its actual measurements.

Step 3: Contact us by email at info@ahoyprints.com and provide the following:

• Your order number
• A brief description of the issue
• The photos of the item
• Your preferred resolution (whether you’d like a refund or a replacement)

Step 4: Allow 1–2 business days for our team to review.
We’ll evaluate the information you provided. If the issue is confirmed to be due to our error, we’ll offer you one of the following options based on your preference:

• A free replacement of the product
• Or a full refund to your original payment method

Please keep the item until our review is complete — we may request additional information or photos to support the resolution process.

Before shipment:
If you notice an address error, contact us immediately. If your order hasn’t begun processing, we’ll do our best to update the address before it ships.

After shipment:

• Contact your local post office or check at the incorrect address to see if the package can still be retrieved.
• Please note: If the item is lost due to an incorrect address provided at checkout, we are unable to issue a refund or replacement.

If the package is returned to us:
Occasionally, undeliverable packages are returned to our facility. If we receive your returned order, we will notify you and provide the following options:

• For non-personalized items: You can choose to have the order resent (a new shipping fee applies) or request a refund (original shipping fees will be deducted).
• For personalized items: You may only choose to have the order resent to the correct address (a new shipping fee applies). Refunds are not available for personalized products.

For Non-Personalized Products
Items that do not contain custom names, numbers, logos, or personal details are eligible for return or exchange within 30 days of delivery.

• If you choose to exchange for a higher-priced item, you will be responsible for paying the price difference.
• All return or exchange shipping costs are covered by the customer.

For Personalized Products
Items that feature custom names, texts, logos, or special design requests are non-returnable and non-refundable, unless the error was made on our side (for example, an incorrect size or wrong personalization applied).

• Please check the size chart carefully before placing your order, as we cannot offer refunds or exchanges for incorrect size selection on personalized items.
• If you receive a product with incorrect personalization or a different design from what you ordered, please provide:
  • A clear, well-lit photo showing the issue
  • For sizing issues, a photo of the item laid flat with a measuring tape to show its actual size

This information helps our team review the case and determine if a refund or replacement is appropriate.

For full details, please visit our Returns & Refund Policy page.

Yes, we provide international shipping so customers worldwide can enjoy our products. In the unlikely event that we are unable to deliver to your location due to logistical limitations, we will cancel your order and issue a full refund.

You can unsubscribe at any time by clicking the “Unsubscribe” link found at the bottom of any of our emails. Please allow up to 48 hours for your request to be fully processed. If you experience any issues, feel free to contact our support team — we’ll be happy to assist you manually.