Frequently Asked Questions

GENERAL

We are open Monday through Friday from 9:00AM until 7:00PM Central Standard Time
Saturday & Sunday from 9:00AM until 5:00PM Central Standard Time
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We do have a store you can come to for your vinyl needs.
You are welcome to place your order at one of our kiosk or a customer representative will help you get what you need.
While this is a choice, it is still recommended to place your order online and choose Local Pick Up as shipping method at the checkout. You will receive an email when your order is ready, you can stop by our store at your convenient time and pick your order at the front counter.
Our Location is 1423 Military Road, Benton, Arkansas, 72015

We are more of a pack and ship operation than we are a retail store. Remember, we are geared towards wholesale customers more than retail clients. But the answer is yes, of course, you can come in and place an order right here in the shop. We are on-site to answer questions and give advice. You can look through all of our color guides and swatch rings, then place your order at the kiosk up front. Once your order is printed we will pull it immediately and have it ready for you.

We do offer Gift Certificate. If you go to our Website, you will find it on the bottom section of our Website Homepage
Here is the direct link: Gift Certificate

Yes we do honor Tax Exempt, but we are only required to collect Arkansas Tax.
In order to be tax exempted, you have to submit a copy of your Tax Exempt Certificate. Once you register an account, email or submit the Hard Copy of your Tax Exempt Certificate together with the name of your Account at info@mycraftsource.com, this transaction will be process within one business day.

Unfortunately we do not offer special discounts. However, our discounts are built into our buy more save more program. The majority of our Siser HTV products have a discount of UP to 30% when you purchase 15 sheets or more of any one material. The discount will be displayed in the description of the products and will apply automatically when you place all 15 sheets (has to be of one material but can be any combination of colors in that line) the price drop will automatically be reflected in your cart.

We do not offer a coupon for first time customers but you may find deals and discounts under the "special offers" section on the website.

Unfortunately we do not. Whenever we have a sale, we send out an email to everyone who has an account with us and has not opted out, so be sure to create an account if you have not already done so to receive notifications about our sales. (If you have opted out and wish to opt back in, please email us and let us know.) Further, all sales will be notated on our website as well as on social media. Most sales we offer will not require a coupon code and will be automatically given when you add the particular sale item or items to your cart. If a given sale requires a discount code, you will be provided with the correct discount code and it will be listed on our site. Some sales may require a specific order subtotal or a specific item be added.

If you are having your order shipped to you, we accept PayPal, VISA, MasterCard, Discover, and American Express. If you are a local customer picking up your order in store, we accept all of the previously mentioned payment methods. We currently are not accepting cash at this time.

We offer exclusive sales and discounts to our customers frequently. These can always be found via our social media pages or under "special offers" on our website.

Thank you for being interested in wholesale pricing. The closest thing we have to wholesale pricing is our bulk pricing volume discount which can be viewed on certain product pages via chart. This bulk volume discount is automatically reflected in your cart when you add qualifying products. Here is a Link to a product page with the chart for reference.

Due to the different graphic cards in each individual device you're using, there is always a chance the device will not portray the correct color of the product you've ordered. We always recommend that you invest in a color ring of the product of your choice for accurate colors/color matching. Find the color rings here

ORDERING

Via our website:My Craft Source is the best way. Just click the "My Account" tab on the very top right side of our website and click on register to create a new account.

Yes, you can add to an order as long as it hasn't been shipped. You can contact us via phone 501-232-2288 and one of our awesome Customer Service Team will assist you.

If your order is still in a processing status you can change your order by calling us with your changes you would like to make and someone will assist you with that process.

Yes we offer this option when paying with a credit card. It is safe because our store is up to date with the latest security including SSL encryption and a certified PA-DSS payment application. Additionally, credit card numbers are not saved. Only a special token on the side of the payment processor, that can be used in this store only, is saved. The token instructs the payment processor to use the credit card but the token doesn't contain any credit card details.

SHIPPING AND ORDER ISSUES/RETURNS

Currently, we do NOT offer shipping outside of the United States and its territories. If you live internationally, we recommend contacting a freight forwarder within the U.S. to determine the cost and viability of having your order shipped to the freight company and then forwarded to you.

We do ship to contiguous portions of the United States which includes Alaska, Hawaii, military addresses and U.S territories. However our free shipping offer for orders with a subtotal of $50.00 or greater will not apply to Alaska, Hawaii, military addresses and U.S territories.

We offer several different shipping options so our customers may select the shipping option which best suits his or her needs. If you aren’t sure which method is right for you, please don’t hesitate to contact us and discuss your options. Please note, your shipping options may be limited by your location or the items you purchase.

We can make changes to your shipping address ONLY if you have not received a shipping confirmation email/tracking number for your order. If your order is still being processed meaning it has not been shipped we can update your shipping information for you. If your order has been shipped you will need to contact USPS. You can do so via phone 1-800-275-8777

YES! All orders with a subtotal of $50.00 or greater will have a free shipping option at checkout.

The time it takes to receive your order is determined by when you place your order and which shipping method you select. Keep in mind, a holiday falling in between your order date and the date your package is estimated to arrive may impact when you receive your order. Please consult the carrier’s website of your chosen shipping method to see what holidays, if any, may impact your delivery. If the shipping method you selected provides days in transit rather than an estimated delivery date, please start counting business days from the day after your order was picked up. Your order will most likely arrive on the estimated delivery date or the last day of expected days in transit but may be delivered afterward if you did not select a guaranteed shipping method.

    After the carrier has accepted your order, we will send you a shipping notification email with the tracking number for your shipment. The tracking number is the best way to follow your order’s progress. We do not have any additional information about your package beyond what is provided by the carrier. Further, the carriers typically do not have any additional information about your package beyond what the tracking information posted on their respective websites. If your order does not arrive by the estimated arrival date and you selected a guaranteed shipping method, please contact us as soon as possible so we may begin the process of resolving the situation. If you did not select a guaranteed shipping method, please wait at least three additional business days before contacting us as orders that are later than estimated typically will arrive by then.
      USPS ALERT: DUE TO LIMITED TRANSPORTATION AVAILABILITY AS A RESULT OF NATIONWIDE COVID-19 IMPACTS, PACKAGE DELIVERY TIMES MAY BE EXTENDED. PRIORITY MAIL EXPRESS® SERVICE WILL NOT CHANGE.

      We know how important it is for our customers to receive orders in a timely manner. Our goal is to ship all order within 24hrs . Your order processing time is from the time it is placed to the time we are able to ship your order. Shipping time is separate and will depend on the method you chose at checkout. (Please make sure you enter your address correctly as your order will be delayed if you do not. Further, if your billing address does not match the address on file for the card you used to place the order, this may delay your order as well.) Once your order is shipped, the order status is updated in our store and you are sent a notification email which includes the tracking number. Please note, we make every effort to keep the inventory levels listed on our website up to date, but mistakes can happen. If we receive an order for an out of stock item, we will contact you as quickly as possible to resolve the issue.

      Please note if a tracking number states "in transit" it is not lost. You will want to contact the post service you selected for your order to get additional information on your package. SPECIAL NOTE: The USPS does not consider a package lost unless it has been 15 DAYS with no movement, so please understand we are going above and beyond USPS policy and taking a risk/incurring additional cost to provide our customers a faster resolution. It is still possible the original package may be delivered within the 15-day window after we have considered the package lost. If this occurs, please contact us so we may send you a return service label (RSL) to return the extra order.

        If a package is lost, we will reship your order or provide you with a refund of the items only (unless it is a guaranteed shipping method, in such a case please see the GUARANTEED SERVICE vs. Not Guaranteed Service section of our Shipping Policy for further details) as mutually agreed upon by you and us. We will then file a claim with the carrier to recoup the lost funds. Please do not attempt to file a claim with the carrier as it may jeopardize our ability to do so and thus remove our ability to ship you a replacement order or provide you with a refund. If your order is lost, you may be contacted by the carrier about said order. If so, and the carrier asks you if you received your order, please understand they are inquiring about your original order and not the replacement order. Please tell them “no”, that you did not receive your order because if you tell them “yes” in reference to receiving the replacement we sent, they will assume you mean the original and thus deny our claim.

        If your order does not arrive by the estimated delivery date for a guaranteed service such as UPS Next Day Air, please contact us immediately so we may resolve the situation. How we resolve the situation will depend upon the individual circumstances of your order. Possible solutions include but are not limited to refunding the shipping fee, reshipping your order, or any other solution we deem fit to rectify the issue.

          If you did not select a guaranteed service, examples of which include USPS Priority Mail or UPS Ground, and your package did not arrive by the estimated arrival date, your shipping fee will not be refunded. You will need to continue to wait for your package to arrive for at least seven business days before we consider the order lost, at which time we will handle the package as such. If you would like a replacement order shipped for a non-guaranteed service and your order is not lost, you will need to place a new order.

          To view the shipping cost for a particular order, simply log into your account, add the items you wish to purchase to your cart and then click the green “Checkout” button. The checkout screen will show all the available shipping options along with their costs on the left-hand side of the screen.

          We recommend selecting a guaranteed services such as UPS Next Day Air or USPS Priority Mail EXPRESS (not to be confused with regular Priority Mail).

          If the shipping method you select is guaranteed, the carrier providing the chosen shipping method is guaranteeing either the arrival date of your package or the number of days your package is in transit. If the package takes longer to arrive than the guaranteed time, the carrier will refund us the shipping charges and we will in turn provide you with a refund of the shipping charges.

            If you select a method of shipment which is not guaranteed, the time frame for arrival is an estimate only. If your package arrives later than the estimate given for a non-guaranteed service, the shipping fee is not refundable. We understand how frustrating this can be, but we do not have any control of the package once it leaves our facility. If the carrier takes longer to deliver the package than estimated for a shipping method which is not guaranteed, they do not provide us with a refund of the shipping charges and therefore, we cannot provide you with a refund of the shipping charges.

            If for any reason you are not pleased with your purchase, please contact us within 30 days of your order receipt, Let us know what are the product you wanted to return and return the products in new, unused and unaltered condition for a refund. We will be happy to help process your return and to provide you with a Return Merchandise Authorization Number (RMA#) Label. Once you have your Return Label, Print it and Tape it on the box and take it to the Post Office at your convenient time.
            Please see the Return Policy section of our Terms & Conditions for complete details.

            We have found it best to personally go into your local post office to speak to someone in person or call their Customer Hotline 888-343-7277.

            When we ship our vinyl we roll similar items together to ensure their safety. If you have not taken the vinyl out of the plastic bag, I would encourage you to do so. You may find that the other rolls of vinyl are there. If the vinyl is not there we would appreciate a picture of what you have received along with a picture of the entire packing slip and email that to us at info@mycraftsource.com. We will be doing our best to get this resolved as quickly as possible.

            Please take a picture of the complete product you received, together with the packing slip, and email that to us at info@mycraftsource.com. We will be doing our best to get this resolved as quickly as possible.

            In some cases, orders that are failed was because of having problem with your bank card or it might not have enough balance to your account. If placing the order keeps failing, please try to contact your Issuing Card Bank to have this problem fixed.
            For orders that are Cancelled and Declined, it flagged in our System as Fraud.

            While processing your order, the Debit/Credit card you used to pay for your order has an invalid Billing Address or the Billing Address information didn't match with your issuing card bank resulting to flagged as NO AVS (Address Verification System) in our Payment Gateway.
            We recommend you to call us at 501-232-2288 to help you fix and Verify your correct Billing Address, and we will have your order ship out as soon as possible

              By doing this, Our goal is to protect the Security and Privacy of our Customers from Fraud and Theft Act.

              As we are getting ready to ship your package, our address verification system shows your address is invalid. We recommend you to call us at 501-232-2288 to help you fix your correct Shipping Address.
              Here at My Craft Source we always ensure that your package will be delivered to the right address and to avoid any delays or inconveniences in delivering your packages.

              PRODUCT

              We offer multiple different width and length options, depending on the product and color. Please locate the product and color you are looking for to determine what lengths are available. If you are still having trouble, please feel free to email us at info@mycraftsource.com or call us at 501-232-2288.

              As much as we love to do everything we can for our customers, at this time, unfortunately we cannot accommodate custom cutting or printing of any vinyl.

              Yes, absolutely. The vinyl we sell can be used in all vinyl cutting machines.

              Adhesive vinyl or just vinyl, has a paper backing that exposes the adhesive (glue) once removed (like a sticker) and is meant to be directly adhered to a surface like a cup, window, car, etc. HTV, sometimes called iron-on, does not have a paper backing and instead has an exposed adhesive that is activated by heat. HTV is typically applied to fabrics such as t-shirts.

              Choose desired SVG, once the SVG is selected press “Add to Cart”. Once you have added the SVG and all other products you want to purchase, choose “View Cart”. After verifying all the products in your cart, continue to check out by choosing your shipping method and payment method. Click “I Accept the Terms” then click “Submit Order”. Once the order has been submitted you will receive an e-mail with a link to the SVG file that was just purchased. The link is only good for 72 hours so make sure you download the SVGs when you get them. Lastly, select the link that was provided to you via e-mail, then you will be prompted to complete the download.

              We are not able to send out free samples. We do allow the purchase of single sheets of vinyl (no minimums) and we offer several competitive real-time shipping rates which include all of the popular USPS and UPS options. We also sell color rings by StarCraft and Siser that contain real product as the color samples. These can be found in the Tools category.

              Some of the uses for transparent vinyl are to use as a protected laminate layer on top of a detailed image; you can also use it as a stencil in crafting when painting on flat surface. Some people also print on this transparent vinyl, but it requires a special high grade printer that most people can’t afford and don’t have access to.

              The EasyWeed Grab Bags are measured by weight. Printed HTV vinyl's are 4 ounces, and Adhesive Vinyl's are 8 ounces. These grab bags are random in colors. Each piece of vinyl in the grab bag is not normally a full sheet size; but each piece can still be used.

              We recommend a Sawgrass printer. Our Easy Subli sheets can be used with this printer. You can modify a printer to make it a sublimation printer with sublimation inks, but the easy subli sheet is only guaranteed when used with a sawgrass printer..

              We sell printable transfers for light and dark materials. We also sell an inkjet printable adhesive vinyl. These products can all be used with an InkJet printer.

              The StarCraft Electra Foil is designed to be used with Siser Adhesive. You will cut your design from the Siser Adhesive, just like with normal HTV material, you will mirror the image. You will heat this to your garment for 3-4 seconds. Next, you will cover the adhesive with the foil, and press it onto the garment for 10-15 seconds; and peel COLD. If you are a paper crafter, then you can use this Electra Foil by applying it to any image that has been printed from a black Laser Printer/Copier. You will print your image and then lay the foil on top. You can run it through a laminating machine, or you can use your heat press to heat and press it for about 10 seconds to the paper.

              You do not mirror you image for cutting on this vinyl. You place the vinyl on your mat with the pretty/printed side face-up. You will cut out (non-mirrored) image, weed away the excess and then use a piece of the high heat TTD Easy Mask transfer tape to lift your design off the clear plastic backing and place your design on your shirt. At this point it works like regular EasyWeed vinyl. You press it to the shirt and peel warm.

              PRODUCT ISSUES

              The way Printed Pattern HTV was printed on the vinyl the printer heats the ink to dry which creates a strong bond to the backing sheets that makes it harder to peel and stick to the TTD Easy Mask.
              I would recommend you to watch this tutorial on YouTube for more knowledge about helping how to stick the pattern to the transfer tape.

              All the settings can be found on the product page. If you click the green info button it will give you cut settings and heat press settings.

              Our Siser EasyWeed 12" x 12" Heat Transfer Vinyl Sheets are cut from a roll that is approximately 11.75" wide. We do maintain consistency throughout all the sizing of our sheets to avoid any discrepancies in sizes.

              Clean the mat and re-stick your mat you can use Tack It over and over to do this. Tape the edges of the vinyl with blue painters tape. You also might want to buy a new mat. They lose their stickiness over time.

              Here are few reasons why vinyl does not stay on a shirt. • Fabric softener can affect how the vinyl with adhere to a shirt. If the garment is washed before applying the vinyl, then no fabric softener should be used. • All shirts that have heat transfer vinyl should be washed inside out. • Shirts should not be washing within the first 24 hours of applying the vinyl. This can cause the edge to come up and then the vinyl could begin to peel off. • Not enough pressure was applied during the heating process. Most of the time, when vinyl peels off to a shirt, it is because there was not enough pressure applied in the heating process. Sometimes you will need to heat press the design more than once on a shirt to get a good adhesion. A lot of this is a learning experience and you will feel more comfortable the more designs you press. Vinyl can be re-pressed to the shirt a second time, even after it has been washed. Temperature, pressure, and time all work together to get a good adhesion to the fabric. When the finished shirt is held at a sideways glance, the vinyl should appear to be within the shirt. If the vinyl seems to be above the fabric of the shirt (sitting on top of the fabric), then you will need to press it again.

              On the product page you can put your email in and will be notified when the product is back in stock.