F.A.Q.Frequently Asked Questions

No matter how big or small your question is, we’ll make sure to get back to you. Please feel free to email us or go to contact page

Account / Downloads

How do I sign in and/or edit my account?

If you have previously purchased or downloaded a Creamlovers publication or made an online purchase, then you may have opted to create a personal account in our system.  If so, you can access this account by clicking on the “Log In” link in the upper-right corner of your computer screen. This takes you to a page where you will be prompted to enter the e-mail address and password that you registered with us when you created the account.  If you have forgotten your password, you can create a new one by click on the “Request new password” tab. After your data has been verified, your account data will appear and you can either edit existing information or proceed with the checkout process.

How do I add items to my cart?

To add items to your cart, navigate to the page of the item you are interested in and then choose your desired version or colour of that item. When you click the “Add to Basket” link, you will be brought to your “Shopping cart” page where you can then enter the quantity of the item that you would like to order using the “Qty” field on the right side of the screen. After you have entered a quantity, you can continue shopping or choose to complete your order

How do I view what’s in my shopping cart?

To view the contents of your cart, click on the “View cart” icon in the upper-right corner of your computer screen. Once you click on this icon, you can easily change the number of copies you want to purchase of a particular item in your cart by updating the quantity listed and then clicking the “Update cart” link. You can also delete any item in your cart by clicking the “Remove” check box to the left of that item and then updating your cart with the “Update cart” link

How do I remove items from my cart?

First, click on the “View cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “X” check box to the left of the item description and then click “Update cart” in the lower-right corner to have your changes reflected

How do I change the quantity of items in my cart?

First, click on the “View cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart, as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the box that appears under the “Qty” header for this item and type in the quantity desired, then click the “Update cart” link. Once you do this, the quantity and associated dollar amount (if applicable) will automatically change and reflect the correct amounts for both the quantity and the cost

How do I gain access to free PDFs?

Here, you will need to enter your e-mail address to validate that you are registered with the Creamlovers. If you are already registered, the download will begin. If you are not registered you will be given a link to the Creamlovers registration page. Once you have completed the registration form, you will have access to the complete library of free downloadable publications in PDF format.

Can I copy and freely distribute downloaded PDFs?

PDFs and ebooks that are downloaded from our site are intended for individual use only. Customers interested in distributing our materials to students or posting them on another website will need to contact [email protected] for permission and/or to obtain licensing information.  Please review our copyright policy and reprint request form for more information.

How do I place my order?

Once you have finished adding items to your shopping cart and are ready to complete your transaction, move your cursor to the lower-right corner of the screen and click on the “Checkout” button. You will then be transferred to our secure server and asked to either create a new account or place an order without an account.

If you expect to purchase additional materials from The Creamlvoers or to download any of our free PDFs in the future, you may want to consider setting up an account. If you choose to do so, our site will maintain on file your billing and shipping information as well as your payment data so you do not have to fill out this information each time you visit our secure server. You will also have the ability to view your complete history of purchasing.

Once you have decided how to proceed, you will be prompted to enter the name and address of the intended recipient of your shipment (i.e. your delivery information), followed by your billing details. You will have the option of indicating that the shipping and billing details are the same, if applicable.
After providing this information, you will need to click on the “Click to calculate shipping” button to determine your delivery charge, if applicable.  If you have a valid promotional code, you may enter it in the “Coupon Discount” field directly beneath the shipping information. Be sure to click on the “Apply Cuppon” button in order to have your savings calculated and applied to your order.
After completing the shipping and coupon discount information, you will need to enter in your payment details.  Once you have completed the form, check and accept our policy privacy  and terms condition. Once you are ready to complete your order, click on the “Place order” button to the lower right of your screen.  You will receive an on-screen order confirmation, as well as a second confirmation via e-mail.

 Should you encounter any difficulties during the checkout process, please feel free to contact our customer service [email protected]

How will I know that you have received my order?

After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference.

You will also receive confirmation via e-mail that we have received your order. (Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you.)

What if I’m receiving duplicate publications or invoices

From time to time, we find duplicate customer accounts on our system, and this occasionally leads to double copies of publications and/or invoices being mailed out. If you are receiving duplicates from us that you have not ordered, please contact [email protected] to make the necessary changes. If possible, please have available copies of the mailing labels for each item that you have received from us, as this will assist theCreamlovers in resolving the situation quickly.

Terms / Policies / Returns

What are your payment options?

We accept three types of major credit cards (Mastercard, Visa and American Express), as well as payment by Paypal.

What are your shipping and handling methods?

  • Overnight (next day delivery in the US)
  • Express (1-3 business days in the US, Canada, and internationally)
  • Standard (3-5 business days in the US and internationally, 3-6 days in Canada)
  • Economy (5-8 business days in the US, 6-12 days in Canada, 5-10 days internationally)
  • No rush (10-20 business days internationally)
  • Flat rate (5-8 business days in the US, 6-12 days in Canada, 5-20 days internationally)
  • Orders with flat rate selected will ship with the least expensive shipping method available (economy or no rush).

What is your returns policy?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense. The return address is set by default to our third party facility. Unclaimed returns get donated to charity after 4 weeks.

The return address is set by default to our third party facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks.

Reasons for Returns

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our third party facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed – Shipments that go unclaimed are returned to our third party facility and you will be liable for the cost of a reshipment.

Returned by Customer -Please contact support from [email protected]  to ensure how to proceed before returning any product. We do not refund orders for buyer’s remorse, and size exchanges are to be offered at your expense and discretion.

What do I do for packages lost in transit?

For packages lost in transit, all claims must be submitted no later than four weeks after the estimated delivery date. Please contact support from [email protected]  to ensure how to proceed. Claims deemed an error on our part are covered at our expense.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

What if I need to change my address or suspend delivery

Once you have clicked the “confirm” bottom, it might not be possible to edit or cancel your order. If you want to change some parameter, please contact support from [email protected]  We are not bound to make such modifications in your order, but we will do our best on a case-by-case basis.

What happens if a package isn't delivered, but the tracking states that it did?

The Creamlovers  will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause. In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, The Creamlovers will not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. We suggest you to reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”

If you are unable to locate the package, we will need to place a new manual order to have it reshipped. Again,The Creamlovers will not cover the cost of reshipping the order. Please contact support from [email protected]  to ensure how to proceed. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

 

What if the product is damaged in the mail?

We ask for photo verification of the damaged goods sent to [email protected], then we’ll gladly send a replacement at no cost to you.

What if the recipient's address was wrong?

After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you. If the your address was wrong, you may get in contact with [email protected] as soon as possible to change manually your address in our system. Usually, the package is sent back to the return to our third party address.

Where do I return my packages?

The return address of our store is by default our third party’s;

  • All returning packages should  automatically returned to our Europe fulfillment center. Its address is Starta 1, 2nd bldg., 3rd fl., Riga, Latvia LV-1026.

Shipping / Packaging / Fulfillment

What tracking options are available?

Orders shipping with the overnight, express, and standard methods will always have tracking available. Meanwhile, orders shipped out with the economy, no rush, or flat rate method may not have tracking available.

If I choose a faster shipping rate, will you fulfil my order faster too?

Yes, that’s true! All orders shipping with the overnight delivery method for domestic orders will automatically be marked as priority in our system and bumped up in the fulfilment queue. For international shipments, orders with the express delivery method will be marked as priority.

Does The Creamlovers ship internationally too?

The Creamlovers offers international shipping across the world, except orders to Cuba, Iran, Iraq, and North Korea.

Our shipping and handling methods are:

  • Overnight (next day delivery in the US)
  • Express (1-3 business days in the US, Canada, and internationally)
  • Standard (3-5 business days in the US and internationally, 3-6 days in Canada)
  • Economy (5-8 business days in the US, 6-12 days in Canada, 5-10 days internationally)
  • No rush (10-20 business days internationally)
  • Flat rate (5-8 business days in the US, 6-12 days in Canada, 5-20 days internationally)
  • Orders with flat rate selected will ship with the least expensive shipping method available (economy or no rush).

 

For international orders, it’s most likely going to be shipped out with the economy (5-10 days) or no rush (10-20 business days) method.  If your packages do get lost in transit and the shipping address was 100% correct, we’ve got your back! We’ll ship out a new order with tracking, at our expense.  Keep in mind that we don’t ship orders to Cuba, Iran, Iraq, and North Korea. We ship internationally to all other countries.

Why is my packing slip in USD?

Packing slips are in USD, as that’s the only currency our third party operate with. In this case, The Creamlovers normally print shipping labels in USD.

Where can I find the tracking information for my orders?

All tracking numbers can be found in the shipping notification emails we send out.

Tracking numbers generate when a shipping label is printed at our third party facility – keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.

If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at [email protected]

My order has been sent, why don't I see the tracking info?

Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier’s tracking system. Note that international shipment tracking may take up to a few days to display any updates but that doesn’t necessarily mean the shipment is lost.

How long is fulfilment time?

It takes about 2-7 business days for our third party to create apparel products (t-shirts etc.) and 2-5 business days for non-apparel (posters, mugs etc.) products. Then you should add shipping times on top of that. Although 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

Is fulfilment time the same as shipping time?

No they are totally different.

  • Fulfilment time is the time needed  for our third party to create an apparel or non apparel product. It takes about 2-7 business days before the  product gets shipped.
  • Shipping time is the time the order leaves our third party’s  warehouse way to you. 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less. You have several shipping options to choose from – they can range from within 1-8 business days (1-20 for international orders) depending on the courier and level of service you select.

Are the packaging materials recyclable?

The poly bags used in our packaging are recyclable, biodegradable, 100% virgin polyethylene film, FDA and USDA compliant.

How are your products packaged for shipment?

Because of the variety of products we fulfil, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28×5.5×38.

How do you package frames?

Frames are first wrapped in tissue paper to protect them from scratches and are then wrapped in a layer of adhesive bubble wrap. Finally, they are wrapped in a thicker, more durable bubble wrap that will add extra protection during shipment.

Prints / Garments / Enquiry

What inks are you using for printing apparel?

Our apparel is created with the latest in garment printing technology. In addition, our inks are water based and eco-friendly. This makes the feel much softer than traditional screen printed shirts, but just as durable.

We’re using CPSIA (Consumer Product Safety Improvement Act) compliant inks, which are required when printing on children’s wear 12 and below.

What type of ink do you use?

The creamlovers certificate we are aware that our third party is using a genuine Brother GT-3, water based pigment inks. GT-3 inks are CPSIA compliant and Oeko-Tex™ certified, which means they are safe to print on youth/children’s clothing and reduce environmental waste. Also, GT-3 inks provide a high washing colorfast AATCC rating of 4.

For posters, the ink used is  Epson UltraChrome water based HDR ink-jet technology.

What technology is used to print on t-shirts (and any fabric product)?

Our third party standard process is the Direct to Garment (DTG) method of printing. That means we can create photo quality prints, the amount of colors used doesn’t affect pricing, and there aren’t any order minimums. Kornit and Brother printers is used for all DTG printed garments

How should I wash my printed garments?

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric

Can I personalise a garmets?

Of course you can. You can enqueue any of our illustration. Just mail us right here and tell us how we can help you.