FAQs

If you’re here, you’ve probably got a question about your order. Please check all of the FAQs below, and if you don’t see an answer to your question, please email me directly at andy@wehavevisual.nyc - Andy

DELIVERY

When will I get my order? 
Under normal circumstances it takes 3-7 days to fulfill an order, after which shipping can take about 5-​8 business days from either of our two U.S. fulfillment centers. Due to the ongoing COVID-19 pandemic, order fulfillment times are much longer and we’re seeing some delays in shipping. Estimated fulfilment times (before shipping) are below.

T-shirts 20-25 business days
Mugs 9 - 12 business days
Pillows 20-25 business days
Beach Bag/Shopper 20-25 business days
Tote Bag 20-25 business days
Laptop Sleeve Hope to have an estimated wait time soon

My order should be here by now, but I still don't have it. What should I do? 
Before getting in touch, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address.
  • Ask your local post office if they have your package.
  • Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise—​If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be! 

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at andy@wehavevisual.nyc with your order number.  

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. 

Pro tip: The zip code is the most important part of the address. Use a simple tool like USPS Look Up a ZIP Code to make sure you get it right! 

ORDERS

How are your products made? 
We work with a reliable, high-quality print-on-demand drop shipper. They locations worldwide, including two locations in the U.S., so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently!  

How do I track my order? 
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line via our Contact page.

I received a wrong/damaged product, what should I do? 
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at  andy@wehavevisual.nyc within a weeks' time with photos of the  damaged product, your order number, and any other details you may have about your order.  We’ll get back to you with a resolution as soon as possible! 

RETURNS

What’s your return policy? 
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know at andy@wehavevisual.nyc.

Do you offer refunds? 
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at andy@wehavevisual.nyc with photos of wrong/damaged  items and we’ll sort that out for you.  

Can I exchange an item for a different size/color? 
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our  sizing charts—we have one for every item listed on our store, in the product description section. 

Fit tip: We print on American Apparel T-shirts, so if you already have one in your closet, check the size.

Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at andy@wehavevisual.nyc within a week after receiving your order. Include your  order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund! •