Frequently Asked Questions

How do I contact Customer Service?

To contact customer service, simply click the Contact Us link located in the footer across all pages of the website. You can also submit your questions via email at support@vivoprint.com or call us toll-free at (877) 836-5992.

How do I customize my product?

First, select the product that you would like to customize.Then click the ‘Customize Your Own’ button to navigate to our online design page where you can personalize your products. From there, you can edit text, upload images, change colors, styles, and more.

What types of payment do you accept?

VivoPrint accepts all major credit cards including Visa, Mastercard, American Express and Discover.

How long does it take to process and ship my item?

Our products are generally produced and shipped within 2-3 business days depending on the order. Production and turnaround times vary depending on the time of year. Holiday peak season production time can increase up to 5 business days. Please contact us if you have any questions or concerns about your order. Standard shipping transit time is 5-7 business days after production.

Do you accept bulk orders?

We do! We excel at helping you grow your business through discounts on bulk orders. The more you order, the more you save. Get more details on our Bulk Discount Pricing page.

What kind of images can I upload?

Our platform supports JPEG web images (.jpg/.jpeg), GIF web images (.gif), and PNG images (.png). We recommend choosing a high-resolution image to produce the best quality prints. Images on mugs and other small products should measure at least 480 x 360 ppi, while puzzle designs should measure at least 800 x 600 ppi (pixels per inch). The higher the resolution, the clearer your image will appear. Check out our Artwork Guidelines for more details.

Why does the printed color result differ from my initially uploaded image?

We print images using the RGB format. If you upload in CMYK, it will automatically convert to RGB, potentially causing color discrepancies.

Where’s my order? How can I track my order status？

Once we have received the payment for your order, an order confirmation will be sent to the email address linked to your VivoPrint account. Be sure to check your spam or junk folder for the order confirmation email. To access your personal account, simply log in and click on the ‘Account’ link in the upper right corner. Within the personal center, you can easily review your order history and track the current status of your orders. The order status will be displayed as ‘Processing’, and it will be updated to ‘Shipped’ once the order has been dispatched.

Can I make changes to my artwork once I have submitted my order?

Please note that once your order is in processing, we will not be able to modify the artwork. If you wish to make adjustments to your artwork after the order has been processed, we recommend canceling the order and placing a new one before it has been ‘Shipped’. If you are not satisfied with the final product, you may return the item to us. For more details, please refer to VivoPrint’s return policy available here or contact us.

Will white backgrounds be printed? What if I want to print white text or logos?

White backgrounds will not be printed, they will be adjusted to match your product’s color. To print white text or logos, please include a colored background.

Can I expedite production and upgrade shipping for my reprint?

Unfortunately we are unable to expedite orders as all orders enter the same production queue. Reprints will be shipped using the same method as the original order that was shipped.

Why didn’t I receive an order confirmation email?

Order confirmation emails are sent immediately after a purchase is made. If you do not see an email from VivoPrint, please check your junk/spam folder or contact our customer service.

Where can I find my tracking number?

Once your order is shipped you will receive an order shipped confirmation email from hello@vivoprint.com containing your tracking number. Order shipped emails are typically sent within a week of your purchase. Please check your junk/spam folder if you do not see this email, or contact our customer service.

My password no longer works / I cannot log in to my account

This issue may arise during recent system upgrades. If you’ve changed your password within the last 2 months, your new password may not have transferred to our new platform. Click the ‘Forgot Password’ link on the ‘Sign In’ page of our website. A reset password request will be sent by email, where you can create a new password. If you do not see an email from VivoPrint containing these details, please check your junk/spam folder or contact our customer service. We apologize for any inconvenience this may have caused.

How do I access my account?

Sign into your account by clicking the ‘Sign In’ link in the top right corner of our website. Once logged in, navigate to the ‘Account’ link in the top right corner to see your account information. If you can’t remember your password, click ‘Forgot Password’ on the ‘Sign In’ page and a request to reset your password will be sent to your email. If you do not see an email from VivoPrint containing these details, please check your junk/spam folder or contact our customer service.

Why is the ‘add text’ feature in the 3D Design Tool not working?

If you are encountering problems with adding text or images, or any other similar problems on the website, please try clearing the cache in your browser.
 
For Chrome: At the top right of your browser, click ‘More Tools’ then ‘Clear Browsing Data.’ At the top, choose a time range to clear, or select ‘All Time’ to clear your entire cache. Check the boxes next to ‘Cookies and Other Site Data’ and ‘Cached Images and Files.’ Then click ‘Clear Data.’
 
For Firefox: Select the menu drop-down in the upper right hand corner of your browser and select ‘Preferences.’ Navigate to the ‘Privacy & Security’ tab and click ‘Clear Data’ under the ‘Cookies and Site Data’ section. Deselect the ‘Cookies and Site Data’ option, then click ‘Clear.’ Close the ‘Preferences’ page, and any changes you’ve made will be automatically saved.
 
For Safari: Select ‘Safari -> Preferences.’ Click the ‘Privacy’ tab and select ‘Manage Website Data.’ Select a website listed, then click ‘Remove.’ To remove all website data from Safari, click ‘Remove All.’
If you are still encountering issues after clearing your cache data, please contact our customer service.

Why is the website or 3D Design Tool not loading or functioning properly?

We sincerely apologize for any issues with the use of our 3D Design Tool or website. With recent upgrades to our website, we are still polishing out all the details. Please make sure to clear your browser cache and try again. If you are still having problems, please contact us at support@vivoprint.com and we will work on resolving the issue as soon as we can!

Still have questions?

Contact us now and our customer service team will be happy to assist you.