How long does it take to process orders?
If your order does not include printing services, your order is processed and shipped the next business day. You will receive an email with tracking from our website and also an email with tracking from UPS if your order was shipped with UPS.
How do I know you received my order?
After you have order, you will receive an automated email confirming your order, if you do not receive any email, please give us a call to make sure your order will be processed correctly. Your order may not have gone through or you may have entered the wrong email address and it could be in our system but the confirmation could not be emailed to you.
How can I cancel my order?
If your order has not shipped yet or has not printed yet (if you order printing services), please call us to cancel your order. If your order has shipped or you have order printing services and your order has printed, you cannot cancel your order.
Has my order shipped?
On the website, visit the Services page at the bottom of the page. Enter your order confirmation number and the status of your order will be shown.
How do I change quantities?
If your order has not shipped, you can call us to change quantities. If your order has shipped, you will need to place a new order for the added quantities.
My order never arrived.
Please check the tracking on your order by going to the bottom of the webpage and clicking on “Services.” Enter your order confirmation number and track your order if it was shipped UPS. UPS tracking will show you the status of your shipment. If your package is lost or there is an exception, please give us a call.
My order arrived damaged/defective or missing parts.
Call us within 2 business days to notify us, please refer to the “Our Policies” link above for more information.
I received the wrong product.
Please call us to correct it. 909-393-1333.
How do I return my product?
Call us within 7 business days of receipt of products for refund, after 7 business days, no refunds can be processed. Please refer to “Our Policies” above for more information, we charge a 15% restocking fee on refunds and shipping charges are NON-refundable.
Ordering with Print Services
How long does it take to process orders with printing services?
Orders are processed the next business day. After we receive your artwork, your order will ship about 2 business days later given there is no issues with your artwork and amount of prints ordered. If there are issues with your artwork, it will delay your order and extend the time frame longer.
How do I upload artwork?
Please place your order first by adding your item to cart and mark “yes” under “add a graphic” if the option is available. After you check out, you will be provided with a order confirmation number. Make note of that number also an Order Confirmation email is automatically sent when you placed the order which should also have your order confirmation number.
Proceed to upload your artwork on the link provided, if you don’t see the link, click on Artwork Upload. Please reference your confirmation number in the “Subject” field, this will ensure that your artwork is linked to your order. In the message field, please give us a phone number so that we can give you a call if we have any problems with your file.
We accept up to 2 GBs of file and you can attach more than 1 file per upload. (Please note that if you upload artwork without referencing your confirmation number, it might delay your order. Also if you upload artwork prior to ordering, we have no idea who it belongs to and it will not get looked at.)
What size does my graphic need to be for a specific stand?
Under “add a graphic” section, next to the word “yes” is the size the graphic needs to be in. For example, for the stand PDE03P (33” retractable roll up banner stand), your graphic size needs to be 33” wide by 78” high.
Do I need to add a bleed?
No, again we want the actual file size, so if it is a 33” x 78” banner please provide that size to us.
How much of the artwork is viewable?
On most of our retractable banner stands, only about half an inch on the very top is covered. With our adjustable retractable banner stands, you can pull up as much as you want to show. So if you pull up too high and see the banner stand leader you can just bring it down and lock it in.
What are your artwork guidelines?
At the top of the webpage, click on < a href=”http://www.retractablebannerstands.us/servlet/the-template/guidelines/Page”> “artwork upload/guidelines” and the guidelines are listed.
How do I know you received my artwork?
After you upload your artwork through “YouSendIt”, you will receive an email confirmation from SignWorld via “YouSendIt.” This automated email confirms that we have received your artwork. If you did not receive this automated email confirmation, please upload again or you could have entered your email address wrong in which case, we would require you to upload your artwork again.
Can I rush my order?
Yes, please call us to order over the phone and let us know that your order is time sensitive. There is a rush fee for printing and expedited shipping charges will vary.
Do I receive artwork proof?
Yes, when ordering, mention in the note section that you would like an email PDF proof and we will do so. Proofs must be requested.
If you would like a physical proof mailed to you, please call us to order. Physical proofs cost $3.50 per sq/ft plus the cost of shipping. Physical proofs will add additional days to your order, please keep that in mind if your order is time sensitive.
What type of material are you printing on?
For the banner stands, we print on smooth 13 Mil Vinyl which has a semi gloss tone to it. The blockout vinyl provides a smooth finish where you will not be able to see the vinyl patterns or fibers in the actual print like you would with cheaper scrim vinyl.
Can I use your material outdoors?
The material and ink that we use in our prints can be used outdoors. We are printing with an eco solvent ink which lasts up to several years without lamination and is waterproof.
What are my shipping options?
We ship UPS to most of the United States. HI, AK, and Puerto Rico will be shipped via USPS Parcel Post. Online orders are shipped UPS ground or USPS Parcel Post, if you need expedited shipping, please call us to order.
Do you accept will-call/pick-up?
If you are local to our area and would like to save on shipping cost, please call us to order and you can pick your order up. Orders with prints will be ready for pick-up about 2 business days after you order and artwork is received. Pick-up time starts after 2 pm on the second business day. Please bring your printed invoice when picking up orders
Do you ship to my location/international shipping?
Yes, we ship UPS to most locations. If you are not in the USA, please call us for shipping price to your country.
I forgot my password.
Click on the “Forgot your password” link above and you can reset it.
How do I edit my account information?
Sign into your account, click on “Your Account” above. Click on your name and you can edit your account from there. Credit card information can be changed when you place another order with us.
Are there sales tax?
There is sales tax only if shipping in the state of California. There is no sales tax if shipping outside of the state of California. Resellers need to call us to order and provide permit number for tax exemptions.
How do I contact you?
Please click on the link above “About Us” or “Customer Service” if you need to contact us.
What is your return, refund, repair policy?
Please refer to “Our Policies” link above for more information.
Do you have a catalog?
We do not have a catalog; all our products are listed on our website.
Do you offer any discounts?
If you are ordering in large quantities, please contact us for more information regarding discounts offer.
Can you customize your products to a specific size?
Some of our products can be custom made to a certain size. Your order would have to be in large quantities, please call us for more information.