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Frequently Asked Questions

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: February 2024

General Questions

Direct-to-Film (DTF) Printing

Engraving Services

Account Questions

Contact Questions

General Questions

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. Contact us as soon as possible to discuss any changes or cancellations, but note that modifications may not be possible once production has started for custom items.
Do you accept returns or exchanges?
Yes. We do have a 30-day returns policy and will gladly accept exchanges and returns for all non-customized or personalized orders. Customized orders are printed or engraved on demand and we cannot offer returns on these items unless the items arrive damaged or defective. 

To initiate an exchange or return, contact us within 30 days of delivery, state your issue, and provide your order number in the email. Items for exchange/return must be in the same NEW condition as when you received them. We will not accept returns for any used or worn items.
How long will it take to process my order?
Our processing times are regularly updated and displayed 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 orders 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, 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!

Direct-to-Fim (DTF) Printing

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.
Our Process
Our transfers and gang sheets are printed by us in-house on a commercial grade Direct-to-Film printer that is specifically designed for DTF printing. We only use high-quality inks, powder, and film to ensure a professional prints. Our transfers can be peeled while hot, cold, or warm. They can also be applied to all kinds of fabrics, from combed cotton, ring-spun cotton, organic cotton, polyesters, blended fabrics, poly-cottons, tri-blends, polyester-spandex, Lycra, and more! Our transfers are easy to peel and trusted by many businesses and hobbyists alike.
Direct-to-film (DTF) printing offers several benefits over traditional printing methods:

1. Cost-Effectiveness: Unlike screen printing, where setup and run 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 inflated expenses.
 2. Multi-Color Designs: Screen printing requires separate screens and runs for each color, which can escalate costs significantly, especially for designs with numerous colors. DTF printing simplifies this process, allowing for multi-color designs without driving up 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 like those used in golf or polo shirts, DTF printing offers better compatibility, ensuring high-quality prints on a wider 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 makes it ideal for intricate artwork, fine lines, and complex graphics that demand high resolution and clarity. 

In summary, Direct-to-film (DTF) printing presents a cost-effective, versatile, and high-quality solution for large or small-scale printing projects, intricate designs, and challenging fabric types, making it a preferred choice for personalized apparel production. These advantages make it a preferred choice for businesses and individuals seeking efficient and high-quality garment decoration.
Artwork Guidelines
  • Do NOT mirror images
  • Images should have a resolution of at least 300 DPI or higher.
  • RGB color mode is preferred.
  • Please remove any backgrounds, white spaces, or borders you do not want to be printed. 
  • Outlines should be at least .02 pts in width for adhesive to adhere to the artwork. 
  • Please remove any transparency, see-through effects, or drop-shadows, as these effects do not work with DTF.
  • Crop images to be the exact size needed for your project to ensure there is no empty space around the edges.
Heat-Pressing Instructions
1. Pre-heat your heat-press to 300-305 degrees (F). 
2. Pre-press your garment for 5 seconds to remove any wrinkles or moisture.
3. Press for 10 seconds using heavy pressure
4. Peel film from the corner of the transfer in a quick fast motion as if removing a bandage. 
5. Press again using a finishing sheet (Teflon sheet or parchment paper) for at least 5 seconds at 300-305 degrees (F).
DTF Care Instructions
  • Turn garment inside out
  • Machine wash cold 
  • Do not bleach 
  • Tumble-dry low 
  • Do not dry-clean 
  • Do not iron over printed area

Engraving Services

Our Process
Our tumblers, patches, and other engraveable items are all cut or engraved by us in-house, using an advanced commercial C02 laser. By using a commercial grade laser, we are able to have precise cuts and engravings not always possible with non-commercial equipment.
Artwork Guidelines for Engraving

  • We recommend submitting vector artwork (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 or higher.
  • We do not engrave photographs at this time.

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
In order to update your email address, please contact us at info@printpony.co so we can update it for you.

Call us:

(839) 895-3591


Hours of Operation:
MON-FRI: 9am to 5pm EST