FREQUENTLY ASKED QUESTIONS
we’re here to help
- To add a photo, scroll down to the area labeled "photo options" and select the photo option you’d like to use.
- Click on the box that appears- this will generate our file upload tool.
- Click on the + symbol above the word browse.
- Locate the file you’d like to upload.
- Click open.
- Once uploaded, the file will appear as a thumbnail.
-Is it at least 1MB to 2MB (megabyte, not kilobyte) in size?
- If you open up your photo on your computer monitor, does it take up most if not all of your screen?
If the answer to both of these question is yes, it’s quite likely that the file will suffice for print.
Photos for covers: For cover photos (like our "Create Your Own" or "Life in Little Squares" design), the full file should be sized as follows:
7x9 Cover: 7 inches by 9 inches (2100 pixels x 2700 pixels).
8.5x11 Cover: 8.8 inches by 11.6 inches (2640 pixels by 3480 pixels).
Designer tip: We want your order to be perfect. Our designers recommend keeping any important art/image elements out of the bleed/trim area to avoid having them cut off.
7x9: After printing and trimming, your final print (before lamination) will be approximately 6.75 inches x 8.75 inches (2025 pixels x 2625 pixels).
8x11: After printing and trimming, your final print (before lamination) will be approximately 8.5 inches x 11 inches (2550 pixels x 3300 pixels).
After placing your order, you reach the Thank You page with your order number. Shortly thereafter, you will receive an order confirmation email, which also includes your order number.
To locate the order number for a pending on our website:
- Log in.
- Go to the "My Account" page.
- Scroll down to "Pending Orders".
To locate the order number for a previously placed order on our website:
- Log in.
- Go to the "My Account" page.
- Scroll down to "Order History".
*Standard Items: Order Placed -> In Process -> Shipped
If at any point your item does not meet our QA standards, the item remains in "In Process" status.
Payment Pending Thanks for your order! We are waiting on your payment to process.
In Process We have received your order! Your order is going through the design and production process.
Waiting When an order is placed in "waiting", it simply means that we need some more information from you. More often than not, an order is placed in waiting because the designer is concerned about the quality of your photos.
When your order is placed in "waiting", a CS representative will email you to request the necessary information required to move forward with your order.
In Process Once your beautiful design is completed, it's off to the warehouse to be assembled and packaged with all of the goodies you requested.
Shipped Hooray! Your order is on its way! To view your tracking number, log into your account.
Some factors that may cause a shipping delay include:
Waiting on information:
Did you have a photo on one of your items? Check your order status (log in to your account). When an order is placed in "waiting", it simply means that we need some more information from you. More often than not, an order is placed in waiting because the designer is concerned about the print quality of your photos.
When your order is placed in "waiting", a CS representative will email you to request the necessary information required to move forward with your order. Once we have the information or files we need, we will move forward with your order.
Proof waiting for customer approval:
Did you order an item that requires a proof, such as a contact card? Your order may be waiting for your approval. Log into your account to view your proof.
Once approved, we will move forward with your order.
Item did not pass quality check:
Please keep in mind that we are sticklers for perfection and have high standards for quality, and as a result, your order may require a few extra days to meet our expectations.
If we notice a flaw with your order during production or quality control, we re-print your product and begin the production process from the beginning to ensure you receive the best product possible.
If a reprint is requested, how long will it take to get to me?Typically, we are able to get a reprint through the production process and ready to ship to you within 3-5 days, depending on the item or suggested revisions.
Please keep in mind that once an order has been placed and is in process, there is a small chance we may not be able to update the delivery address. Thank you for understanding!
Our international shipping charges DO NOT INCLUDE any applicable import taxes, customs duties, or fees that are due upon entry into the destination country with the exception of Canada. All duties, fees, and taxes are the responsibility of the recipient, and are levied once a shipment reaches the recipient’s country.
Customs policies vary widely from country to country and can cause delays beyond our original delivery estimates. Please contact your local customs office for more information.
Promos & Vouchers
Additionally, we currently offer the "EC Invite a Friend" program, which gives discounts to ALL customers! If you are referred to our site (through a referral link), you receive $10.00 off just for creating an account. After you create the account, you can earn credit just by telling your friends about our company!
After you set up your account and make your first purchase, you will receive your order with some extra surprises! We love giving our customers extra EC goodies and rewards-- and we continue to give, give, GIVE as you place more orders.
While we cannot apply promotions to previous orders, we frequently offer new sales and contest giveaways! Are you interested in contests, promos and giveaways? If so, please be sure to sign up for our Newsletter and follow us on social media!
50-100 items = 10% off
101-499 items = 20% off
500+ items = additional discounts offered
While most products are included in our bulk discount policy, there are a select number of items we cannot include. For a full list of applicable items & shipping fees and to find out more information about corporate gifting, please email email@example.com.
At ErinCondren.com (“EC”), our customers' privacy and security is our top priority. We take any and all security concerns seriously and investigate each one individually. We continually revamp all of our systems and security processes to ensure state of the art security and monitoring based on the latest technology available. We use industry leading platforms, including Amazon Web Services for website hosting, Error! Hyperlink reference not valid. and PayPal for payment processing, and Alert Logic for network and traffic monitoring. We periodically regenerate all client-side SSL certificates which employ the latest encryption algorithms.
We have performed multiple full-site security audits through external security experts including Trustwave and StratumPoint. There were no issues found related to payment processing or customer data. We have also done thorough reviews of all internal and external payment processes and have found no system or process issues. Our process leverages our trusted payment gateway partner, Authorize.net, to process all credit card transactions. When credit card information is entered on our payments page it is passed directly to Authorize.net through SSL encryption standards, and remains encrypted at all times. At no time do we have direct access to payment information and we do not store ANY customer credit card information on our servers or on any EC databases.
We are committed to continuing to improve the customer experience and protecting customer's privacy. Please let us know if you have any further concerns.
All personalized orders are final and not eligible for a return or refund unless there is a valid quality control issue or printing error. Please contact customer service to remedy this.
Variations can occur during the printing process. These characteristics do not affect the usability of an Erin Condren product and are not considered damaged. Printing is more of an art than a science and these unpreventable and minor variations lend themselves to the personality of each unique product.
If your order is damaged from shipping or may have an error, please contact us within 10 days of delivery. Depending on the damage, damaged items may be reprinted or replaced with the exact same style item. In some cases, we will provide a return label to return the item so we can review and use as feedback with our continued growth.
Refunds are processed in the same form of payment originally used for purchase. If store credit, gift cards and/or eGift card credit were used, they will be refunded as first method of payment and are not eligible for cash dispersal.
In order to receive a refund credited back to your bank account, your order must have been placed no more than 30 days from when you request a refund. For your security, the refund must be credited back to the card you used to purchase this order. In the event that your credit card has expired or has been cancelled, you must receive credit to shop at erincondren.com.
If you are requesting a refund and your order was placed more than 30 days ago, we are only able to provide you with credit to erincondren.com. Our system is designed to provide extreme security to our customers, and as a result, does not save any credit card information. After 30 days, we no longer have the ability to issue a refund to your order. Please note that all sales are final for apparel items.
Report an issue
If your order is damaged from shipping or may have a error, please contact us within 10 days of delivery. Depending on the damage, damaged items may be reprinted or replaced with the exact same style item. In some cases, we will provide a return label to return the item so we can review and use as feedback with our continued growth.
To report an error with your order:
- Log in to your account.
- On the "My Account" page, go to "Order History."
- Find the order with the error and click on "View Order" button.
- Review your order summary. Find the item with the error and click on "report-error" link.
- In the pop up, write a detailed description of the error, then click the check mark.
After we receive your report, you will receive an automatic confirmation email.
- Customer submits report through website or emails Customer Service directly.
- Information reaches Customer Service Department and a unique case number is generated.
- Our system generates a case number and responds via e-mail to customer, both confirming that we received their information and communicating their case number.
- Cases are addressed by our Customer Service agents individually- case by case.
- Customer Service agents work through the cases.
Please refrain from sending multiple emails regarding the same issue; this duplication will cause us to create multiple cases for the same issue and can cause confusion.
Once you've received a confirmation e-mail with a case number, we will respond to you as soon as we get the chance.
If you submitted a report more than 72 hours ago, received the confirmation e-mail and have not received a response from one of our agents, we apologize.
You can follow up by replying to that same e-mail, which will keep all our communication within the same case/thread. Do not start a new email chain as this will create a different case number.
- Please try clearing your cache and cookies.
- Please try using a different browser, (specifically we recommend using Google Chrome!)
- Try using a different device or computer.
If you get an error while trying these, please send us a screen shot of the error so that our technical team can easily determine the cause of your issue.
Social & Public Relations
201 W Howard Ln, Austin, TX 78753
Our business hours are M - F, 9am - 5pm PST, however we do not offer in-store pick ups or tours.
Visit us at our NEW Retail Store:11601 Rock Rose Avenue, Suite 128, Austin, TX 78758
Store Hours:Monday -Saturday 10am-9pm Sunday 12pm-6pm