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 do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

Can I cancel or modify my order after it has been placed?

Once an order is placed, it enters the production process quickly. Please contact us as soon as possible 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 personalized nature of our products, we do not accept returns or exchanges for any reason. 

However, your satisfaction is important to us! If there is an issue with your order—such as damage, defects, or an error on our part—please contact us at  info@PrintPony.co  within 48 hours of receiving your order, and we will work with you to make it right. Please include the order details and photos of the issue, and we’ll be happy to help!

How long will it take to process my order?

Our processing times are regularly updated and displayed on the product page and at the top of our home page in the announcement bar. Please be sure to view this information before placing your order so you can plan accordingly. We try our best to ship DTF transfers and gang sheets out as early as the same day if they are submitted before 12pm EST.  If you need expedited shipping, the option for UPS next-day or 2nd-day air will be available at checkout.

Can I use copyrighted or trademarked images?

No, we cannot reproduce copyrighted or trademarked images without proper authorization. Ensure you have the right to use any logos or designs you submit for customization. We will not be held responsible for any copyrighted or trademarked content.

Do you offer bulk discounts?

Yes, most discounts are automatically applied at checkout. We often share promotions on our Facebook & Instagram pages, so be sure to follow us to receive these updates or subscribe to our newsletter!

What is DTF?

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 does your DTF printing process work?

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 and hobbyists alike.

1. Cost-Effectiveness: Unlike traditional methods, where setup and running costs can be prohibitive for small batches, Direct-to-Film (DTF) printing is more economical, making it feasible to produce large or small quantities of custom apparel without incurring inflated expenses. 

2. Multi-Color Designs: Screen printing requires separate screens and runs for each color, which can significantly escalate costs, especially for designs with numerous colors. DTF printing simplifies this process, enabling multi-color designs without increasing expenses. 

3. Enhanced Visibility on Dark Fabrics: Dark-colored fabrics pose a challenge for traditional printing methods, often requiring the application of a flash layer to ensure colors show up effectively. DTF printing eliminates this extra step, providing vibrant and clear prints on dark fabrics without incurring additional costs. 

4. Compatibility with Ribbed Fabrics: Unlike screen printing, which may not adhere well to porous or ribbed fabrics, such as those used in golf or polo shirts, DTF printing offers better compatibility, ensuring high-quality prints in a broader range of materials. 

5. Intricate Design Capabilities: DTF printing excels in reproducing intricate designs with precision and detail, offering possibilities not achievable with traditional screen printing methods. This method is ideal for intricate artwork, fine lines, and complex graphics that require high resolution and clarity. Direct-to-film (DTF) printing offers a cost-effective, versatile, and high-quality solution for both large and small-scale printing projects, intricate designs, and challenging fabric types, making it a preferred choice for personalized apparel production. However, Direct-to-Film (DTF) printing should not be seen as a replacement for screen printing but rather as a complementary technique. While screen printing remains ideal for large batch orders with its durability and vibrant results, DTF printing excels in producing highly detailed, full-color designs with lower setup costs and faster turnaround times. By combining both methods, businesses can offer a broader range of customization options, catering to the diverse needs and project requirements of their customers.

File Upload Guidelines

🖼️ Make Sure Your Artwork is Print-Ready

To ensure your design is printed exactly as expected, please follow these steps before
placing your order
. We print exactly what you upload. Refunds or reprints will not be issued if these guidelines are not followed. 

✅ Step-by-Step: DTF Artwork Submission Guidelines

  • Start with a high-quality image. Use a transparent PNG at 300 DPI, sized to match or exceed the final printed size you want. (Low-resolution images will print blurry or pixelated.)

  • Accepted file types: We accept .png,. PSD,. AI, and. PDF. Note: Some file types, such as .ai or .psd, may exhibit color shifts when converted.

  • Prepare your design at actual size. Upload your artwork at the exact dimensions you want printed. We will scale it to the longest side based on your selection at checkout.

  • Clean up your artwork. Remove any unwanted backgrounds, transparent or semi-transparent effects. DTF printers interpret these areas as white and will print them accordingly. If your file has a white background or transparent/pixelated edges, those areas will print as white on your transfer.

  • Check outlines, fine lines, and text. Outlines must be at least 0.02 pt wide for adhesive to stick. Text must be at least 0.35 inches tall, or it may not adhere to the material when pressed.

  • Understand color conversion. We do not color match. Designs created in RGB color mode will be converted to CMYK for printing. This can cause slight color shifts, especially in neons, skin tones, or bright tones.

📌 Need Help?

We offer optional file cleanup, background removal, and resizing services. If you're unsure about your design, please reach out before placing your order.

Heat Pressing Instructions

1. Preheat your heat press to 300°F and adjust the pressure to be firm to heavy

2. Pre-press your garment for 5 seconds to remove wrinkles and excess moisture.

3. Apply your transfer design facing upwards and press for 10 seconds using heavy pressure. (Our heat press pressure is set to 7 or about 60 psi.)

4. Peel the film from the corner of the transfer in a quick, swift motion, as if removing a bandage.

5. 2nd Press - Press again using a finishing sheet (such as a Teflon sheet or parchment paper) for at least 5 seconds at 300°F.

Special Note:
Polyester garments: Lower the temperature to 275°F–280°F and press for 7 to 8 seconds. Allow the garment to cool before peeling.
Glitter film: Cold peel only — let it cool thoroughly before removing the film

DTF Care Instructions

Washing 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

Storing DTF Transfers

Proper storage of DTF (Direct-to-Film) transfers is crucial to maintain their quality and ensure optimal results when used. 

Here are some tips for storing DTF transfers correctly: 

  • 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 with Care - clean, dry hands or use gloves to prevent the transfer of dirt and oils.

How does your engraving process work?

Our Process

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.

File Upload Guidelines

Artwork Guidelines for Engraving
  • We recommend submitting vector artwork in the following formats: AI, EPS, PDF, and SVG.
  • Images or text should be black with a white or transparent background 
  • Images should have a resolution of at least 300 DPI.
  • We do not currently engrave photographs.

Account Sign-in & Password

Resetting Your Password

If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.

Changing Your Login Email Address or Password

To update your email address, please contact us at info@printpony.com so we can update it for you.

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