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FAQ

GENERAL SHIPPING QUESTIONS:

We thank you for your patience while your items are delivered. Plains Print and Design also partners with global merchants and jewelry artisans in order to provide you the best prices and a unique global shopping experience.

WHEN WILL MY ORDER SHIP?

Depending on the item(s) ordered, it typically takes 5-7 business days to hand-make or print each order. Once the item is ready to ship, it will depart our manufacturing facility and check in with the carrier. It depends on your location, but we have seen 12-26 days from time of order to doorstep.  Jewelry - Made in USA by our Artisan jewelers can ship in as little as 3-5 days, as well as all our clothing items which are printed here in the USA.

WHERE CAN I FIND MY TRACKING NUMBER?

10 days after you place your order you can request a Tracking Number. One should be automatically sent to you but if for some reason you do not receive it, please go to our Contact Us Page. We will need the following:
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ORDER #:
Your Name:
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* Please Do Not request your tracking number before 10 days as it does not exist. Thank you.

Please do not panic if it does not show up immediately, it's on its way :)

I ORDERED TWO ITEMS, BUT HAVE ONLY RECEIVED ONE. WHERE IS THE OTHER ITEM?

All orders are hand-made and have different manufacturing time frames. Once an item is ready to ship, we ship it. Hence, some orders may arrive sooner than others...

ADJUSTMENTS, CANCELLATIONS & REFUNDS

ADJUSTING YOUR ORDER WITHIN 14 HOURS OF PURCHASE
ADJUSTING SHOE SIZE: If you made a mistake and purchased in the last 14 hours, you can adjust the shoe size but you must contact us here and send a support ticket with the requested size change. Put CHANGE SIZE in the subject line.

IMPORTANT: If your normal shoe is size wider or narrower than a regular size shoe, you MUST contact us with-in 14 hours of purchase. We only produce normal width shoes. We will immediately process a refund based on previous customer experience. We apologize for this but this is to minimize returns and refunds. Again, this must occur before we submit your order information to our supplier because we can't make any changes or process any refunds after that.

*Any adjustments without the above information risk not being processed in time.

ADJUSTING YOUR ORDER AFTER 14 HOURS OF PURCHASE
Your order will be submitted to production with 24 hours after purchase, and we are unable to adjust it. Our products are all hand-made and printed to order; it allows us to offer unique items at high quality. Please respect that we are not responsible for misplaced orders.

CANCELING YOUR ORDER WITHIN 14 HOURS OF PURCHASE
You can cancel your order within 14 hours of purchase. For us to do so, we require information regarding your order and to contact us here. Thanks in advance!

*Any cancellations without the above information risk not being processed in time.

CANCELING YOUR ORDER AFTER 14 HOURS OF PURCHASE
Our policy is that a customer will not receive a refund if the order is canceled after 14 hours of purchase. Once an order is submitted to our supplier we are billed for the product purchase in the same manner the customer was billed when purchased from us. We incur the cost of purchasing the product and as such are unable to honor a refund request. We can still cancel an order if you do not want it, however you will not be reimbursed. Please contact us here.

Refunds through digital payment processors can take 5-7 days to propagate in your account. When we refund you, you will receive a notification.

HOW DO YOU HANDLE RETURNS AND REPLACEMENTS?
We work very hard to address every customer's concerns. However, we do not stock any of our custom made to order shoes. We create so many designs and each one currently has 27 sizes that are available so we do not have the capability to store that many shoes. Additionally, we are constantly rotating and retiring designs so it is not financially feasible to maintain an inventory. Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange.

We do not accept returns for a refund. If you order the wrong size or style or if you just don't like the item, you can return for a store credit towards a different item. You must pay for the return shipping and the store credit amount does not include the original shipping, only the purchase price. We will process the store credit once we receive the tracking number for the return. Please note, shoes are custom made to order to match the specific size and design of each customers order, thus we cannot accept returns for refund and offer exchanges or store credit only.

Items worn are considered to be in used condition are not eligible for refunds or exchanges. Once 30 days have elapsed from the receipt of goods, refunds for exchanges or store credit will no longer be accepted.
To best serve our customers and provide a reasonable exchange policy, there are several situations that a customer may request a return and or replacement. Refunds are offered on a limited, case by case basis. Most situations will be resolved with a replacement or store credit.

After a customer receives their order, if there is a product defect or workmanship issue, after receipt of photographic evidence of the defect, we will promptly order a replacement for the item in question. At our discretion, we will determine whether the customer is required to return the product or not at their expense.
If the shoe size is an issue, we will work with the customer to get a replacement shoe ordered for them. We will replace the next shoe up or down from the shoe size ordered (depending on whether the next size is a 1/2 size or full size difference). However, if the replacement size request is more than the next size up or down from what was ordered, we will not provide a replacement.
There will be no returns or refunds if the customer decides after receiving their order, they want to return the order for a different design or request a refund because they no longer want what they ordered. Please note we constantly change designs, therefore we cannot do an exchange for a newer version of a design after purchase.
If a refund is given for a different reason, your refund will include the price of your item plus any taxes, but will not include original shipping charges. There will also be a restocking fee of 25%.

Shipping

Please do not send your purchase back to the manufacturer.  To return your product, you should mail your product to: Email support for a shipping address

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If a tracking number shows as delivered and customer claims they never received the package: The items were successfully delivered to the address customer provided. We would recommend customer contact the local courier where it was delivered or try to reschedule another delivery attempt. No replacements or refunds will be issued on items that show as successfully delivered.

Incomplete or Incorrect Address Entered by the Customer

PlainsPrintandDesign is not liable for incorrect address information provided by customers or missed delivery attempts by couriers. We suggest checking with your local post office, if the package has already been sent back to the sender, we can not resend back out, because of customers incomplete or wrong address. No refunds or replacements will be provided due to customer error imputing their address.

GENERAL PRODUCT QUESTIONS

ARE YOUR RUNNING SHOES STANDARD SIZING? ARE THERE COMPARABLE BRANDS?
Our running shoes are standard width, and you can use our sizing guide to get an exact heel to toe measurement to compare to our shoe sizes. Our shoes are similar to Free Runs in design, and Sketchers in comfort and our sizes run true to size.

THE COLORS ON THE PRODUCT I RECEIVED ARE NOT WHAT I SEE ON YOUR WEBSITE. WHY IS THAT? CAN I GET A REPLACEMENT OR A REFUND?
The colors shown in our store are as true to the color represented as they can be. There are too many different monitors and computer screens that can and will show variations of the colors that are shown on our store.

If there is any question about a difference of a color from what is shown in our store we will request a photograph of the item in question which will then be sent to our supplier to verify whether the item in question has a product defect or not. If it still can not be determined, the customer can, at their expense, ship the item in question to us for further examination.

If it is determined the color design on the item in question is defective, a replacement shoe will be ordered and the customer will be reimbursed for the cost of the shipping charge. However, if it is determined the design is not defective, the customer will not receive a replacement shoe and will be required to pay for return shipping to send the shoe back to them.

WHAT SIZES DO YOU CARRY IN RUNNING SHOES? DO YOU HAVE ½ SIZES?
We carry the following sizes:
Women: 5-12 with half sizes 5.5 and 11.5

Men: 5-14 with half sizes in 7.5, 8.5, 9.5
Kids: 11, 11.5, 12, 13 in Child and 1,2, & 3 in Youth
Note the following exceptions:

- We currently do not offer any narrow or wide options.
- We no longer carry any Men’s sizes for our Canvas style shoes

I FOUND OTHER STORES CARRYING SIMILAR PRODUCTS. DO YOU PRICE MATCH?
We can't speak for the other stores carrying similar products... the majority of our designs are original, and unfortunately we do not price match. There are too many ways each store sells their products and when they do their sales or what their shipping costs are for us to be able to realistically match another store’s price. We believe that we set ourselves apart by offering outstanding customer service and that we offer very competitive prices for our customers.

HOW DO I SUBMIT A DESIGN?
We currently accept user designs, or designs from independent graphic artists. If you wish to submit a design, please contact support here and we can start a conversation... :)

HOW DO I REQUEST A DESIGN?
We currently accept requests for designs on a case-by-case basis. please contact support here.

QUESTIONS ABOUT OUR COMPANY:

WHERE ARE YOU LOCATED?
We are located in Kansas. We are currently an internet-based eCommerce business,and are building an international team, and currently work with designers and product creators from all over the world to bring our customers the most unique designs and products!

WHERE ARE YOUR PRODUCTS MADE/MANUFACTURED?
We use US manufacturers whenever possible. For the limited edition shoes and boots, we share a facility in China with a well-known, household brand. We also partner with global merchants and jewelry artisans in order to provide you the best prices and a unique global shopping experience.

ARE YOU HIRING?
We are currently not hiring.

CONTACTING OUR SUPPORT TEAM
Please review this FAQ & Shipping page in detail, as most of the support questions are answered there.

Our FAQ page is designed to answer common questions, so our team can focus on more difficult support issues. Our support team thanks you on this matter in advance. If you have a question that wasn’t answered, please contact us by clicking here and we will be in contact with you as soon as possible.

Thank you.  support@plainsprintanddesign.net