Customer FAQs
Questions our customers ask most often when doing business with MaineBound Designs
Top Customer FAQs
We have collected the questions our customers ask most often — whether they are shopping on Etsy or directly through our website. Browse by category to find exactly what you need. If your question is not answered here, please do not hesitate to reach out.
Category 1: Order Processing & Timelines
Q: How long will it take to receive my order?
A: Every item from MaineBound Designs is made to order. Please allow 2–5 business days for production, followed by 3–7 business days for standard domestic shipping. We strive to ship as fast as possible. Your total estimated delivery window is 5–10 business days from the date of purchase. International orders may take longer.
Q: What is Print on Demand and why does it affect my delivery?
A: Print on Demand means your item is produced specifically for you after your order is placed — we do not keep pre-made inventory. This allows us to offer a wide range of designs and reduce waste, but it does mean there is a production step before shipping. Think of it like ordering a custom cake — it needs to be made before it can be delivered.
Q: Can I expedite my order?
A: We do not currently offer a guaranteed rush production option through our standard listings. However, if you have a specific deadline, please message us before placing your order and we will do our best to accommodate your timeline. Expedited shipping upgrades may be available at checkout for faster transit time after production.
Q: I placed my order — what happens next?
A: Once your order is confirmed, it is transmitted to our production partner within a few hours. Your item is printed, inspected, packaged, and then handed off to the shipping carrier. You will receive a shipping confirmation email with a tracking number as soon as it leaves the production facility.
Q: Why has my order status not updated?
A: Order statuses are updated at key milestones: order received, in production, shipped, and delivered. If your status has not changed in more than 7 business days from your order date, please contact us and we will investigate on your behalf. During peak holiday seasons, slight delays in status updates can occur.
Category 2: Shipping & Delivery
Q: Do you ship internationally?
A: Yes, we ship to many countries worldwide. International shipping times vary by destination and typically range from 10–21 business days after production. Customers are responsible for any customs duties, import taxes, or additional fees charged by their country’s customs authority.
Q: Why did my items arrive in separate packages?
A: Because different products in our store are printed at different production facilities, items from the same order may ship separately from different locations. For example, your mug may come from a different facility than your t-shirt. This is completely normal. You will receive separate tracking numbers for each shipment. You will not be charged extra shipping for this.
Q: My tracking number says 'delivered' but I did not receive my package. What do I do?
A: First, check with neighbors, your building manager, or any other location the carrier might have left the package. Wait 24 hours, as carriers sometimes mark packages delivered early. If the package is still not found, contact the carrier directly with your tracking number. Then reach out to us — we will work with you to resolve the situation and, if necessary, file a claim on your behalf.
Q: Do you ship to P.O. Boxes?
A: Yes, in most cases we can ship to P.O. Boxes. However, certain larger items (like framed canvas prints or bulk orders) may require a physical street address for delivery. If you enter a P.O. Box at checkout and it is not compatible with your item, we will contact you to update your address before shipping.
Q: Can I track my order?
A: Absolutely. Once your order ships, you will receive a confirmation email with a carrier tracking number. You can track your package directly on the carrier’s website (typically USPS, UPS, FedEx, or DHL). Please allow up to 48 hours after receiving the shipping notification for tracking details to become active.
Category 3: Sizing & Product Care
Q: How do I know what size t-shirt to order?
A: Each t-shirt listing includes a detailed size chart with chest measurements in inches. We strongly recommend measuring a well-fitting shirt you already own and comparing it to our chart rather than going by your standard size label. If you are between sizes, we generally suggest sizing up for a more relaxed fit. Please note that our t-shirts are produced with a Direct-to-Garment (DTG) printing process and may be pre-shrunk, but we still recommend washing in cold water to preserve the print.
Q: The colors in the product photos look slightly different from what I received. Why?
A: This is a common and expected variation in print-on-demand products. Product photos are created using digital mockups, which display colors on a bright, calibrated screen. Actual printed colors depend on the physical substrate (fabric, ceramic, paper), the ink used, and the printing method. Colors may appear slightly richer, slightly muted, or with minor hue shifts compared to the mockup. We strive for accuracy, but a 5–15% color variation is considered within normal range for POD printing and does not qualify as a defect.
Q: How do I care for my DTG-printed t-shirt?
A: To keep your MaineBound Designs t-shirt looking vibrant wash after wash: Turn the shirt inside-out before washing. Wash in cold water on a gentle cycle. Avoid bleach or fabric softeners — they degrade the print over time. Tumble dry on low heat or hang dry. Do not iron directly on the printed design. Proper care will significantly extend the life and vibrancy of your print.
Q: How do I clean my graphic blanket?
A: Our graphic blankets should be machine washed in cold water on a gentle cycle. Tumble dry on low. Do not bleach. For best results, wash with similar colors for the first few washes. The sublimation printing process is highly colorfast, but high heat from washing or drying can reduce the vibrancy of the design over time.
Q: Are the mugs dishwasher and microwave safe?
A: Our ceramic mugs are considered dishwasher safe and microwave safe. However, to preserve the print quality and longevity of the design, we recommend hand washing when possible and avoiding extremely high microwave settings. Dishwasher safe does not guarantee the print will last indefinitely under repeated high-heat commercial dishwasher cycles.
Category 4: Returns, Exchanges & Cancellations
Q: Can I return an item if I change my mind?
A: Because every item is custom-printed specifically for you, we are unable to accept returns or exchanges for reasons of buyer’s remorse, accidental size selection, or personal preference. We strongly encourage customers to review size charts, design descriptions, and our FAQ on color variations before purchasing. If you received a damaged, defective, or incorrect item, we will absolutely make it right — please see our replacement policy below.
Q: What if I received the wrong item?
A: We sincerely apologize if this happens — it is rare but not impossible. Please take a clear photo of what you received, contact us within 7 days of delivery, and include your order number. We will immediately send the correct item at no cost to you.
Q: My item arrived damaged. How do I get a replacement?
A: We are sorry to hear that. Please photograph the damage clearly and contact us within 7 days of delivery with your order number and photos. We will issue a free replacement. You do not need to return the damaged item. See our Customer Service page for the full replacement request process.
Q: Can I cancel my order?
A: Cancellations are accepted within 1 hour of placing your order, provided production has not yet begun. After that window, your item is already being made and we cannot cancel or refund it. To request a cancellation, contact us immediately with your order number in the subject line.
Q: What if my item never arrived?
A: If tracking shows your order was delivered but you have not received it, please check with neighbors and your local post office first. If it is confirmed missing, contact us and we will work with the carrier to investigate. If confirmed lost in transit, we will arrange a replacement or refund at our discretion. Note: we cannot be responsible for packages that are marked delivered to the correct address but subsequently stolen.
Category 5: Etsy vs. Website Ordering
Q: What is the difference between ordering from your Etsy shop vs. your website?
A: The products and designs are identical across both platforms. Both are backed by the same production partners and our same quality guarantee. The key differences are: On Etsy, you benefit from Etsy’s buyer protection, messaging system, and review platform. On our website (gomainebounddesigns.com), you may find exclusive promotions, bundle deals, or early access to new designs. Our website links directly to Etsy for all product purchases including website payment options, major credit cards, and third party payment options.
Q: Is it safe to order from your website directly?
A: Absolutely. Our website at gomainebounddesigns.com is directly linked to our Etsy shop. Your payment information is processed through Etsy’s secure, PCI-compliant payment gateway — we never store your credit card details on our website servers.
Q: I left a review on Etsy. Can I also review on your website?
A: We love hearing from you on both! Etsy reviews help our shop visibility on that platform, while reviews on our website help new visitors discover us directly. If you have ordered through our website, feel free to reach out to us directly — we may feature your kind words on our homepage!
Q: Can I use an Etsy coupon or discount code on your website?
A: Etsy-specific coupons and discount codes are only valid within the Etsy platform. Since our website is directly linked to our Etsy shop for all product purchases, any applicable discount can be applied at checkout. Our website does offer additional promotions and discount incentives that may not be directly available on our Etsy shop. Sign up for our email newsletter at gomainebounddesigns.com to receive exclusive website-only offers for our products on Etsy.
Q: If I have an issue with an Etsy order, should I contact Etsy or you?
A: For orders placed through our Etsy shop, you can message us directly through the Etsy messaging system or contact us via our Etsy shop page. We handle all customer service personally — Etsy’s support team deals with platform-wide issues, but for questions about your specific order, your fastest route is always to message us directly. Our goal is to resolve any issue within 1–2 business days.
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Have a Question?
Give us a call or mail us by anytime, we endeavor to answer all inquiries within 24 hours on business days. We’re happy to answer your questions.