FREQUENTLY ASKED QUESTIONS (FAQ)

Last Updated: October 29, 2026

Welcome to the Horizon Print Group LLC Help Center. Below you will find answers to the most common questions regarding our products, ordering process, shipping timelines, garment care, and return policies at https://horizonprintgroup.com/.

If you cannot find the answer you are looking for, please reach out to our customer support team at [email protected].

1. ORDERS & MODIFICATIONS

How do I place an order? Simply browse our catalog, select your preferred style, color, and size (making sure to check the Sizing Chart on the product page), and click “Add to Cart.” When you are ready, proceed to checkout, enter your shipping and billing details, and complete your payment. You will receive an automated Order Confirmation email as soon as your purchase is complete.

Can I change or cancel my order after placing it? Yes, provided you reach out to us within 12 hours of placing your order. Because our items enter the printing and production queue quickly, please email [email protected] with your Order Number as soon as possible if you need to change your size, color, shipping address, or cancel the order. After 12 hours, orders are locked in production and can no longer be modified or canceled.

I didn’t receive my Order Confirmation email. What should I do? First, please check your email’s Spam, Junk, or Promotions folder, as automated notifications occasionally get filtered there. If you still cannot locate it, there may have been a typo in the email address entered at checkout. Contact us at [email protected] with your full name and shipping address, and we will verify your order and resend your confirmation right away.

2. SHIPPING & DELIVERY

How long will it take to receive my order? Total delivery time consists of two stages: Order Processing/Production Time plus Shipping Transit Time.

• Processing & Production Time: 1 to 3 business days (Monday – Friday, excluding US federal holidays) to print, quality-check, and pack your order.

Destination	Shipping Carrier & Method	Estimated Transit Time	Total Estimated Delivery Time
United States (Domestic)	USPS Ground Advantage™	2 – 5 Business Days	3 – 8 Business Days
Worldwide (International)	USPS Priority Mail International®	6 – 10 Business Days	7 – 13 Business Days

How do I track my order? As soon as your order leaves our fulfillment facility, we will send you a Shipment Confirmation Email containing your USPS tracking number and a direct tracking link. Please allow 24 to 48 hours for the USPS tracking portal to update with initial scan activity after receiving your email.

Why did I only receive part of my order? If you ordered multiple items—especially across different product categories—they may occasionally be produced and shipped in separate packages to get your items to you as fast as possible without waiting for the entire batch to finish at the same station. You will receive a separate tracking number for each shipment at no extra shipping cost to you.

Will I have to pay customs duties or import taxes on international orders? For orders shipped outside the United States via USPS Priority Mail International®, your package may be subject to import duties, Value Added Taxes (VAT), or customs clearance fees levied by your destination country. These charges are determined by your local customs office and are the sole responsibility of the recipient.

My tracking says “Delivered,” but my package isn’t here. What should I do? If USPS marks your package as delivered but you cannot find it:

1. Check around your porch, side doors, garage, mailbox, or with neighbors and building management.
2. Wait 24 to 48 hours—carriers occasionally scan packages as “Delivered” while sorting them on the delivery truck a day before actual drop-off.
3. Contact your local USPS post office with your tracking number; they can check the exact GPS coordinates of where the carrier completed the delivery scan.

3. PRODUCTS, SIZING & GARMENT CARE

How do I know which size to order? Every product page on our website includes a detailed Sizing Chart with exact width and length measurements (in inches and/or centimeters). For the most accurate fit, we recommend taking a shirt or garment you already own that fits you well, laying it flat on a table, measuring across the chest (armpit to armpit) and down the length, and comparing those numbers to our Sizing Chart.

How should I wash and care for my printed apparel? To keep your garment soft and the print vibrant for years to come, please follow these care instructions:

• Turn Inside Out: Always turn the garment inside out before washing and drying.
• Wash Cold: Machine wash cold on a gentle cycle with mild detergent and similar colors.
• No Bleach or Fabric Softener: Avoid chlorine bleach and liquid fabric softeners, which can break down print adhesion over time.
• Dry Low or Hang Dry: Tumble dry on low heat, or hang dry for best longevity.
• Ironing: Do not iron directly over the printed graphic (if ironing is necessary, iron inside out on low heat).
• Do Not Dry Clean.

Why is there a faint vinegar smell or a slight rectangular mark on my new shirt? We use advanced, eco-friendly Direct-to-Garment (DTG) printing technology so the ink bonds directly with the fabric fibers. During this process, a natural, non-toxic fixation agent (pretreatment solution) is applied to help the ink set vibrantly. Occasionally, this leaves a faint vinegar-like scent or a slight pressed outline around the graphic when freshly unpacked. This is not permanent and is not a defect—both the scent and any faint press marks will completely disappear after the very first wash.

4. RETURNS, EXCHANGES & REFUNDS

What is your return and exchange policy? We offer a 30-day return and exchange window starting from the date your package is delivered. Returned items must be unworn, unwashed, unused, and in their original condition with tags intact. (Please note: Custom/personalized items made with custom text or user-uploaded artwork, digital downloads, gift cards, and Final Sale items cannot be returned or exchanged unless they arrive damaged or defective).

What if my item arrives damaged, defective, or with a misprint? You are covered by our 100% Quality Guarantee. If your item arrives damaged, defective, or if we sent you the wrong size, color, or design:

• You do not need to pay for return shipping, and in most cases, you do not need to mail the defective item back at all.
• Simply email [email protected] within 7 days of delivery (and no later than 30 days) with your Order Number and clear photos of the issue, the garment’s size tag, and the shipping label.
• Once verified, we will immediately send a free replacement or issue a 100% full refund to your original payment method.

Can I exchange an item if I ordered the wrong size? Yes! For standard catalog items in unworn, unwashed condition, contact us at [email protected] within 30 days of delivery with your Order Number and the new size you need. Our team will walk you through our exchange procedure. Please note that for customer-initiated size exchanges, the customer is responsible for return and reshipping postage.

Where do I send my return package? Please do not ship returns to our corporate administrative office in Sheridan, Wyoming, or the automated sender address on your shipping label without contacting us first. Always email [email protected] to obtain a Return Merchandise Authorization (RMA) and the exact address of our designated fulfillment return facility.

How long does it take to receive a refund? Once your refund claim is approved (either via photo verification for a defective item or upon inspection of your returned package), we process the refund immediately. It typically takes 5 to 10 business days for your bank or credit card company to post the funds back to your account statement.

5. PAYMENTS & SECURITY

What payment methods do you accept? We accept all major credit and debit cards (including Visa, Mastercard, American Express, and Discover) as well as express digital checkout options displayed on our checkout page.

Is my payment and personal information secure? Absolutely. Our entire website (https://horizonprintgroup.com/) utilizes industry-standard 256-bit SSL/TLS encryption to protect your personal data. All credit card payments are processed through PCI-DSS Level 1 compliant payment gateways. Horizon Print Group LLC never stores your raw credit card numbers on our servers.

6. STILL HAVE QUESTIONS?

Our customer support team is always happy to help. You can reach us through any of the channels below:

• Company Name: Horizon Print Group LLC
• Website: https://horizonprintgroup.com/
• Address: 30 N Gould St Ste N, Sheridan, WY 82801, United States
• Email: [email protected]
• Phone: +1 307-855-1933
• Support Hours: Monday – Friday, 9:00 AM – 5:00 PM EST (Responses within 24 business hours)