Frequently Asked Questions

How do I contact Customer Service?

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

How do I customize my product?

Select the product that you would like to personalize. Click customize your own to go to our online design page where you can customize your products. From there you can edit text and upload images etc.

What types of payment do you accept?

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

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

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

Do you accept bulk orders?

Yes! We are here to help you grow your business, we also offer amazing bulk order discounts, discover more about our Bulk Discount Pricing.

What kind of image can I upload?

You can upload JPEG web image (.jpg/.jpeg), GIF web image (.gif) or PNG image (.png). We strongly recommend you to choose a high-resolution image to produce a high-quality print. Images on mugs and smaller products should be at least 480 x 360 ppi (pixels per inch), while puzzle designs should be at least 800 x 600 ppi. The higher the resolution, the clearer the design will appear on your product. Check out our Artwork Guidelines for more detail.

Where’s my order? Did my order go through?

Once payment for your order is received, we’ll send an order confirmation to the email address associated with your VivoPrint account. Please check your spam/junk folder for the order confirmation email. You can view your order status and history 24 hours a day from your VivoPrint account. Sign into your account and navigate to the “Account” link top right corner. From there navigate to Order Status/History. A list of all current and past orders will populate. The order status will be “Order Processing” until the order has “Shipped”.

Will you edit my submitted design?

Composite prints are automated. We print all artwork as is. We make no manual edits. Approved artwork at checkout is how the final product will appear.

Can you expedite production and upgrade shipping for my reprint?

Unfortunately, orders cannot be expedited as all orders enter the same production queue. Reprints will ship the same method the original order shipped.

Why didn’t I receive an order confirmation email?

The order confirmation email is sent immediately after your purchase, so if you do not see any 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 email from hello@vivoprint.com which will contain your tracking number. Normally the order shipped email is sent within a week or so after your purchase, so if you do not see any email from VivoPrint by then, please check your junk mail folder or contact customer service.

My password no longer works or I cannot login anymore. What do I do?

This is most likely because of our recent system upgrade. If you changed your password within the last 2 months, your new password may not have transferred to our new platform. Please click Forgot Password on the Sign In page of our new website. A Reset Password email will be sent to your inbox, and you can create a new password that will work on our new website. If you do not see any email from VivoPrint, please check your junk /spam mail folder or contact customer service. We apologize for any inconvenience this may have caused.

How do I access my account?

You can sign into your account by clicking “Sign In” in the top right corner of our website. Once logged in, navigate to the “Account” link in top right corner to see your account information. If you can’t remember your password, simply click forget your password on the Sign In page and a reset password email will be sent to your inbox. If you do not see any email from VivoPrint right after, please check your junk/spam mail folder or contact customer service.

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

If you have trouble with adding text or image or any problem with the website, please try to clear cache in your browser.
 
For Chrome: At the top right, click More tools and then Clear browsing data. At the top, choose a time range. To delete everything, select All time. Next to “Cookies and other site data” and “Cached images and files,” check the boxes. Click Clear data.
 
For Firefox: Select the menu drop-down in the right upper hand corner select Preferences. Go to the Privacy & Security tab and click Clear Data under the Cookies and Site Data section. Unselect the Cookies and Site Data option then click the Clear button. Close the Preferences page. Any changes you’ve made will automatically be saved.
 
For Safari: Select Safari -> Preferences. Click the Privacy tab and select Manage Website Data. Select a website that is listed, then click Remove. To remove all website data from Safari, click Remove All.
If you are still having trouble after clear the cache data, please contact our customer service.

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

We sincerely apologize for this. Since we recently upgraded our website, we are still working out some kinks. Please make sure to clear your cache from your browser and try again. If you are still having problems, please contact us at support@vivoprint.com and we will work on resolving the issue has soon as we can!

Still have questions?

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