5 Twelve Designs, LLC

GENERAL QUESTIONS

1. What does 5 Twelve Designs sell?

We offer a mix of:

• Digital PDF downloads (instant access products)

• Custom-designed apparel and accessories made to order

All physical products are produced through our fulfillment partner, Printful.

2. Do you sell physical products or digital products?

Both—but they are handled very differently:

• Digital products = instant download, no shipping

• Physical products = made to order and shipped to you

Make sure you know which one you’re buying before checkout.

DIGITAL DOWNLOADS

1. How do I receive my digital product?

Immediately after purchase, you’ll receive:

• A download link on the confirmation page

• An email with access to your files

2. What file format are your downloads?

Most products are delivered as PDF files.

3. Can I get a refund on a digital product?

No.

Once a digital file is delivered, it cannot be returned. All digital sales are final unless there is a technical issue.

4. What if my file won’t open or download?

Contact us at [your email] and we’ll fix it or resend your file.

5. Can I share or resell the files?

No.

Your purchase is for personal use only.
You may not:

• Share files with others

• Resell or redistribute

• Upload them to any platform for resale

PHYSICAL PRODUCTS (APPAREL & ACCESSORIES)

1. How are your products made?

All items are made to order through Printful. Nothing is mass-produced or sitting in inventory.

2. How long does shipping take?

Typical timeline:

• Production: 2–5 business days

• Shipping: 3–7 business days (U.S.)

Delays can happen during peak seasons.

3. Can I return or exchange an item?

No, not for:

• Wrong size

• Change of mind

• Preference issues

These are custom-made products.

4. What if my item arrives damaged or incorrect?

We’ll fix it.

Email us within 7 days of delivery with:

• Your order number

• Photos of the issue

We’ll send a replacement or issue a refund if appropriate.

5. How do I choose the right size?

Check the size guide on each product page.

If you guess and get it wrong, we do not offer exchanges. Take 30 seconds and measure.

ORDERS & PAYMENTS

1. Can I cancel my order?

• Digital products: No cancellations

• Physical products: You have a short window (about 12 hours) before production starts

After that, it’s locked in.

2. What payment methods do you accept?

We accept major payment methods including:

• Credit/debit cards

• Secure online payment providers

3. I entered the wrong shipping address—what now?

Contact us immediately.

If your order hasn’t gone into production yet, we can fix it.
If it has, it’s too late.

SHIPPING & DELIVERY

1. Do you offer tracking?

Yes. You’ll receive tracking information once your order ships.

2. What if my package is lost or delayed?

Shipping carriers handle delivery.

We’ll help you track it, but we are not responsible for:

• Carrier delays

• Lost packages marked as delivered

BUSINESS & USAGE

1. Can I use your designs for my own business?

No.

All designs are owned by 5 Twelve Designs, LLC and are protected by copyright.

2. Do you offer custom designs?

Not at this time.

CONTACT

1. How do I get support?

Email us at: clientservices@5twelvedesigns.com

We aim to respond within 1–2 business days.

Frequently Asked Questions (FAQ)