FAQ's

Please take a look at the FAQs below to find the answers you’re looking for. If you can’t find what you’re looking for here or have additional questions, please don't hesitate to contact us.Last Updated: May 2025

General Questions

DTF Printing

Engraving

Account & Orders

Contact & Support

How Can I Track My Order?

Once your order is shipped, you’ll receive a tracking number via email. You can use this number to track your package on the carrier’s website. If you haven’t received tracking information within 1–2 business days, please contact our support team for assistance at

Can I Cancel or Modify My Order After It Has Been Placed?

Once an order is placed, it quickly enters the production process. Please contact us as soon as possible at info@printpony.co to discuss any changes or cancellations. Please note that changes or cancellations cannot be made once production has started.

Do You Accept Returns or Exchanges?

Due to the custom nature of our products, we do not accept returns or exchanges on DTF transfers, custom apparel, or engraved items. If your order arrives damaged or defective, please contact us within 7 days of receiving it so we can resolve the issue. Please provide your order number, date of purchase and any images of the item purchased.

How Long Does It Take to Process My Order?

Most orders are processed and shipped within 1–3 business days. Processing times are regularly updated and displayed on the product page as well as in the announcement bar at the top of our homepage. Please review this information before placing your order so you can plan accordingly.

Custom apparel or bulk orders may take longer to process (typically 3–5 business days). You’ll receive a shipping notification with tracking information once your order leaves our facility.

For DTF transfers and gang sheets, we try to ship the same day for orders submitted before 12 PM EST. If you need your order faster, UPS Next-Day or 2nd-Day Air shipping is available at checkout.

Can I Use Copyrighted or Trademarked Images?

Customers are responsible for ensuring they have permission to use any copyrighted or trademarked images. We cannot print designs that violate copyright or trademark laws, including logos, brand names, or protected artwork.

To avoid issues, consider using original artwork, royalty-free graphics, or designs you own the rights to. If you’re unsure, it’s best to contact us before placing your order.

Do You Offer Bulk Discounts?

Yes! Most bulk discounts are automatically applied at checkout. For additional savings or custom orders, contact us for a personalized quote — we’re happy to work with you on larger orders.

We also share exclusive promotions and deals on our Facebook and Instagram pages, so be sure to follow us or subscribe to our newsletter to stay updated.

What is DTF Printing?

Direct-to-Film (DTF) printing is a process that transfers prints onto fabric or other substrates using a heat press. DTF is a game-changer in custom apparel. Unlike traditional printing methods that apply ink directly onto the garment, DTF prints your design onto a transparent PET film first. This film, loaded with your vibrant design, is transferred onto any material using heat and pressure. The result? A high-resolution, soft-to-the-touch, and durable print that can withstand wash and wear, all while maintaining stunning detail and vibrant colors not possible with traditional screen printing.

How Are Your DTF Transfers Made?

Our transfers and gang sheets are printed in-house on a commercial-grade Direct-to-Film printer designed explicitly for DTF printing. We only use high-quality water-based inks, powder, and film to ensure professional prints. Our transfers can be peeled while hot, cold, or at room temperature. They can also be applied to a wide range of fabrics, including combed cotton, ring-spun cotton, organic cotton, polyesters, blended fabrics, poly-cottons, tri-blends, polyester-spandex, Lycra, and other similar materials. Our transfers are easy to peel and trusted by many businesses, schools, organizations, and hobbyists alike.

What Are the File Requirements for DTF Transfers?

To ensure your DTF transfer prints exactly as expected, please follow these artwork guidelines. We print exactly what you upload, and refunds or reprints cannot be issued if these instructions are not followed.

Step-by-Step DTF Artwork Submission Guidelines

1. Use a High-Quality Image

  • Upload a transparent PNG at 300 DPI, sized to match or exceed your desired final print size.
  • Low-resolution images may print blurry or pixelated.
  • Accepted File Types (.PNG, .PSD, .AI, .PDF)
  • ⚠️ Some file types (like .AI or .PSD) may exhibit color shifts when converted.

3. Prepare Your Design at Actual Size

  • Upload artwork at the exact dimensions you want printe

4. Clean Up Your Artwork

  • Remove unwanted backgrounds, transparent or semi-transparent effects.
  • Areas that appear transparent or white will print as white on the transfer.

5. Check Outlines, Fine Lines, and Text

  • Outlines: Minimum 0.02 pt for adhesive to stick
  • Text: Minimum 0.35 inches tall to ensure it adheres properly

6. Understand Color Conversion

  • We do not color match.
  • Designs created in RGB will be converted to CMYK, which may cause slight color shifts — especially in neons, skin tones, or bright colors.

How to Press DTF Transfers for Best Results?

Follow these steps for professional, long-lasting results:

1. Preheat Your Heat Press

  • Set temperature to 300°F and adjust pressure to firm to heavy (our press is set to 7 or ~60 psi).

2. Pre-Press the Garment

  • Press the garment for 5 seconds to remove wrinkles and excess moisture.

3. Apply the Transfer

  • Place the transfer (design facing upwards) on the garment.
  • Press for 10 seconds using firm to heavy pressure.

4. Peel the Transfer

  • Peel the film from the corner in a quick, swift motion, like removing a bandage.
  • For thicker materials like cotton canvas totes, gently lift the edge to check that the ink adhered to the fabric and isn’t staying on the carrier sheet.
  • If you see any lifting, simply lay the transfer back down and repress.

5. 2nd Press (Finishing Press)

  • Use a finishing sheet (Teflon or parchment paper).
  • Press for at least 5 seconds at 300°F to set the design.

How Do I Care for and Store DTF Transfers and Garments?

How to Wash DTF Decorated Apparel:

  • Turn garments inside out
  • Machine wash cold 
  • Do not bleach 
  • Tumble-dry low 
  • Do not dry-clean 
  • Do not iron over the printed area

Tip: Wait 24 hours after pressing before washing.

How to Store DTF Transfers

Proper storage of DTF (Direct-to-Film) transfers helps maintain print quality and ensures the best results when pressing.

  • Store DTF transfers in a cool, dry environment
  • Lay flat to prevent creases or bends
  • Avoid direct sunlight
  • Use airtight bags or containers
  • Maintain a temperature between 60-75°F (15-24°C)
  • Handle transfers with clean, dry hands or wear gloves to avoid oils and debris.

How Are Your Products Engraved?

Our tumblers, patches, and other engravable items are all cut or engraved in-house using an advanced commercial CO2 laser. By using a commercial-grade laser, we can achieve precise cuts and engravings that are not always possible with non-commercial equipment. Your engraving will look professional and last for years.

What Are the File Requirements for Engraving?

To ensure your engraving comes out crisp and precise, please follow these guidelines:

1. Use Vector Artwork

  • Preferred file formats: .AI, .EPS, .PDF, .SVG
  • Vector files scale without losing detail, making them ideal for engraving.

2. Color and Background

  • Images or text should be black on a white or transparent background
  • Avoid multiple colors or gradients — engraving works best with high-contrast designs

3. Resolution

  • Images should be at least 300 DPI for clean, sharp engraving

4. Photographs

  • We do not engrave photographs at this time — only line art, logos, or text designs

5. Need Help?

  • Unsure about your file? Contact us before submitting — we can review your artwork for engraving suitability

Account Sign-in & Password

We use a secure, password-free sign-in system. Enter your email address on the account sign-in page, and we’ll send you a one-time verification code to access your account.

Didn’t Receive Your Sign-In Code?
Check your spam or promotions folder and confirm the email address you entered is correct. If you’re still having trouble, contact us at info@printpony.co, and we’ll be happy to help.

Updating Your Account Email Address
To update the email address linked to your account, sign in and visit the Profile section, where you can view and change your email.

Contact Us

Reach us by phone: (839) 895-3591

Email: info@printpony.co

Hours of Operation:

MON-FRI: 9 am to 5 pm EST 

Still need to reach us? Please contact us anytime