How Can We Help?

General

About

  • How do I get in touch with you? : Feel free to email us at [email protected] anytime between 9AM – 5PM PST, Monday through Friday. We’ll respond to your inquiry as soon as we can — typically within 24 to 48 hours.
  • Where do your business locate? : Our headquarter locate in Toronto, Canada and our production facilities locate in US.
  • Why shopping with us makes a difference?
    • FAST & FREE SHIPPING WORLDWIDE: Free trackable express shipping for orders over $70. Estimated Delivery between 3 to 7 business days.
    • SAFE & SECURE CHECKOUT: Pay with the world’s most popular and secure payment methods including Paypal and Visa/Master Card.
    • PREMIUM QUALITY PRODUCTS: Designed with love, 100% printed in US using high quality material.
    • 24/7 CUSTOMER SUPPORT: Customer service is our number one priority. We will strive to make you happy 24/7.
  • Our mission : We amplify pride and create connections for all fans.
  • The brand: Positive Prospect store is a unique and growing fashion brand, making hot new trends affordable for everyone. All our clothing are lovingly designed and made in our factory, using our in-house designs coupled with great fabrics from around the world.
    • What do we offer:
      • We are selling designs for family, hobbies, sport and almost everything.
      • We ship our t-shirts, hoodies, tank top, mugs, hats, phone case and other products all over the world. From the USA all the way to the CA, UK, Australia and beyond.
      • Our Philosophy: we believe, Less is More. We aim to design and deliver beautiful, high-quality apparel to you at an affordable price point.
      • We love to share our art works and passions to everyone
    • THE BEST TECHNOLOGY FOR THE BEST RESULTS: At Positive Prospect, we use state-of-the-art technology to completely products. Our technology handles the process, so we are one of the best printed clothing company.
    • PERFECT QUALITY FOR AMAZING PRICES: Positive Prospect will never send a low-quality items to customers. Positive Prospect carefully select designs and make it unique. We create, fulfill and care every purchase to make our customers happy.

Policies

Products

  • What kind of materials do your shirts use?: We have partnered with several brands to provide a range of options for our on-demand printing services. We use Hanes and Gildan for our basic shirts, and Canvas, Bella, and American Apparel for our premium apparel.
  • Where are the product printed? : All products are printed in USA.

Orders, Shipping & Returns

Ordering

  • VAT and customs charges: Items shipping internationally from the US are shipped DDU (delivered duty unpaid), and we do not collect VAT (value added taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package. Depending on your country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for more information regarding your country’s customs policies. Items fulfilled from the UK and EU are charged a 20% VAT rate.
  • I have cancelled my order. When will my money be available again?: If you have cancelled your orders, then we will refund what you paid for your order but not the delivery charges (fee & tax where applicable) within 5 business days. If the funds have not been released after 7 working days then please get in touch with the Customer Care team and we’ll look into it further for you.
  • Can I cancel my order with you after I have placed it?: You have up to 12 hours to cancel your order from the time your order is completed through email. Once the 12-hour period has passed, it’s too late for you or our Customer Care team to cancel your order because we are unable to cancel orders once an offer has closed and the printing process has commenced. If you cancel your order, we will refund what you paid through PayPal within 5 working days. For more information on how to return your order check our Refunds Policy.
  • Can I amend my order with you after I have placed it?: You have up to 12 hours to amend your order from the time your order is completed through email. Once the 12-hour period has passed, it’s too late for you or our Customer Care team to amend your order. Please contact our Customer Care team as soon as possible.
  • What do I do if I receive a faulty item in my order?: If the item is damaged when you open the package, please take a picture and send it to our Customer Care team. There is no need to return the damaged items to us. We will send a new item to you free of charge.
  • I have an incorrect item in my order, what should I do?: Please contact our Customer Care team with the order number and the incorrect item’s name and number. The team will sort out any issues with incorrect items straightaway.
  • I am missing a product from my order, what should I do?: We may have sent your items in separate packages so please check your emails to see if any of your items will be arriving separately. If an item is missing, please contact our Customer Care team with the order number and the missing item’s name and number. We will get back to you within 24 hours.
  • I need help with a late order: Orders from our store are typically delivered within 5 to 10 business days after printing begins. For international orders, transit will take approximately 2-4 weeks. If your order has not arrived after 10 business days on domestic and 20 business days on international from the order ship date, please contact our Customer Care team. You can also keep track of your orders on your account page.
  • I have a question about my order, what should I do? Get in touch! Please contact our Customer Care team between 9:00AM to 5:00PM Pacific Monday to Friday. We’re happy to answer questions about Orders, Order Modifications, Shipping, Returns, & Cancellations… and pretty much anything else you can throw at us. Plus, we’re nice and fun!
  • Can I change or cancel my order? The production process starts quickly, but we’ll do our best to accommodate any changes to your order before it starts being made. Changes to the address or email registered to the order can be made directly in your online receipt until production of the order starts. For any other changes, please contact our Customer Care team before production starts. Be sure to include your order number and details on the change to expedite processing it for you. We will be available to help you between 9:00AM and 5:00PM Pacific Monday to Friday.
  • I want to change the size or color, what should I do?: You can change the size and/or color of the products till 12 hours after the order is placed which has not gone into production. Contact Customer Care team an email with your order number and desired changes, and we’ll edit the order for you. Unfortunately, we cannot modify orders once they have gone into production. Please refer to our refunds policy and returns & exchanges policy for more information regarding returns, exchanges and refunds.
  • Track your orders? We will email your tracking information as soon as your order has shipped. Usually, you will receive the tracking number 1 or 2 days after we have shipped your order. After receiving tracking code by email you can use it at 17track to track it or login into your account to view tracking.
  • I didn’t receive an order confirmation email. After your order is placed, we’ll send you a confirmation email. You’ll also receive an email when your order goes into production, and another when your order ships with your tracking information. If you did not receive a confirmation email, don’t panic, the email may have been directed to your spam folder. If it is not there, please contact our Customer Care team as we may have the incorrect email on file. Make sure to include the name on the shipping information, your email, and anything else that might be helpful!
  • What is the status of my order? To check on the status of an order, please login into your account at our main website, your info’s all there. We will also send updates via email when your order ships, so keep an eye out.
  • How do I place an order?

    Follow these steps to place an online order with us:

    1. Select Style, Color
    2. Select your Size and Quantity
    3. Click the “Add to Cart” button
    4. Enter shipping and billing information
    5. You are all set!

    If you still need help placing an order, please contact our Customer Care team and a member of our team will assist you.

  • Add or change payment methods: To set up payment channels on your account,
    1. Select MY ACCOUNT from the menu bar.
    2. Click the PAYMENT METHODS option.
    3. Click on ADD PAYMENT METHODS
    4. Pick the options from the checklist and fill in the required details.
    5. After you’ve added the details, click SAVE.
    6. Click DONE once you’ve finished.

    Tip: You can always come back and add or delete more options, by following the same steps.

    The different payment channels supported are –

    • PAYPAL
    • CREDIT / VISA / AMERICAN EXPRESS / DISCOVER / APPLE PAY

    Note: We do not support COD (Cash on Delivery).

Refunds, Returns & Exchanges

  • Fulfillment Errors vs. Customer Errors

    Any returns or problems that occur because of an error on our part will be handled at our expense. In the cases where customer would like to exchange or return a product without any defect or due to a wrong size being ordered, we cannot exchange the products as they are made to order. We apologize for any inconvenience this might have cause. We are working hard to find a solution to this. In the meantime, thank you for your continuous supports.

  • Will you refund the shipping charges on my parcel?

    We will usually refund what you paid for your order but not the delivery charges (fee & tax where applicable). For more information check our Refunds Policy.

  • Faint outline/stain around my shirt design

    Not to worry — this outline will disappear after the first wash! Our shirts are pre-treated with a special solution prior to printing to ensure high quality and color correctness. A small amount of this solution may remain on the shirt and appear as an off-color stain. This residue will disappear after you wash the shirt.

  • Final Sale

    If your product meets the following criteria, please contact us and we will have your order replaced as quickly as possible:

    • The product itself is flawed.
    • The print quality is poor.
    • The final product is different from the product presented on the site.

    If you are in any way unsatisfied with your purchase, please contact our Customer Care team. Please note that we do not exchange any item that has been worn, used, or washed.

  • How do I return an item?

    Return item is case by case support.

    Please contact our Customer Care team, we are willing to help you.

    You can have more information at our returns, refunds and exchanges policies.

  • Refunds Policy
  • Returns & Exchanges Policy

Shipping

  • Return to sender

    If your order is returned to us, we will ship it to your new address after we verify the correct address via email.

  • Do you offer delivery to PO Boxes or Military APO/FPO addresses?

    Yes, we can send shipments to PO Boxes and Military APO/FPO addresses. Please allow additional time for orders shipped to these addresses.

  • Can I deliver to multiple addresses?

    Each order can only be shipped to one address. If you would like items delivered to multiple addresses, please place those orders separately.

  • Is expedited shipping available?

    We do not at this time offer expedited shipping. All of our products are custom made in bulk and shipped via standard delivery methods.

  • Is my order eligible for free shipping?

    Now we entitle order from U.S over $70 with free shipping.

  • How much is shipping?

    DOMESTIC SHIPPING ON USA

    US Standard Shipping : Usually arrives in 5 -10 business days

    • DHL eCommerce: $0.01 – $29.99 base cost shipping rate $4.95
    • DHL eCommerce: $30.00 – $69.99 base cost shipping rate $6.95
    • DHL eCommerce Free Shipping on USA:$70.00 and up you get free shipping!

    US Fast Shipping : Usually arrives in 2 – 4 business days

    • USPS Priority Mail: shipping rate for all orders $11.95 (addition $5.95 for each product more)

    INTERNATIONAL SHIPPING

    International shipping: Usually arrives in 7-30 business days

    • Fedex International: shipping rate for all orders $7.95 (addition $5.95 for each product more)
  • Shipping Policy

Discounts & Promotions

Coupons

  • How to use a coupon code?

    At “Check Out” step, please fill in the Coupon code in “Discount” cell after filling in check out information and shipping address. Then press “Apply”

  • Can I use several discount codes in one order? Promotion and discount codes cannot be used in conjunction with other promotions and discounts unless stated otherwise.

Gifts

  • Gift wrapping service? We do not support gift wrapping at the moment. But, if the demand is so high we will open a service that do custom ordering. Feel free to send inquiry to our Customer Care team.

Payment

Your account

  • Changing account details:

    Update your account details like name, email address, phone number or address, anytime by following these steps:

    1. Select MY ACCOUNT from the menu bar.
    2. Click EDIT on the field you’d like to change.
    3. After you’ve added the updated details, click SAVE CHANGES.
    4. Click DONE after completing all the updates.

    In case you have forgotten your password, click on the ACCOUNT DETAILS section and follow the instructions there.

    Note: Once you verify the updated email details, you can resume your activities on your account.