Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to reach out!
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1. General Questions
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2. Product Questions
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3. Shipping Questions
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4. Contact Questions

1. General Questions

What is your return policy?

No returns are accepted on custom-made items. This includes all fingerprint, footprint and paws art and also items customized with a name.  
 

If there is a mistake with your order, a replacement will be sent that correctly reflects your original order. Returns on non-custom items must be returned unused within 15 days for a full refund.

How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

What if my order was damaged during shipping?

In the event that your order was damaged or lost during shipping, a replacement will be sent.

What is the cost to reprint a poster order?

The cost to order a reprint of your poster is $20.00.  

A reprint for canvas depends on the size, please reach out to info@flutterbyeprints.com for more specific information.

2. Product Questions

Do you use my actual fingerprints/footprints/paw prints?

Yes! All custom artwork products that use your fingerprints, footprints or pet prints are made with your actual prints unless you request the sample print.

How do I get my prints to you?

Please see How It Works with full instructions about taking and sending prints and the creation process.

How long does it take for my custom order?

Most custom fingerprint/footprint/paw artwork takes about 3-4 weeks from the time you order to the time of delivery.  The timing varies based on when your prints are submitted.  Faster shipping methods are available at checkout.

Can I use prints you already have, not my own?

Yes! Please indicate in the special notes box at checkout that you do not want to use your own prints. The stock prints used will be the prints shown in the sample photo.

If I want to order another item with custom prints in the future, do I have to take new ones?

No, your fingerprint/footprint/paw artwork will be retained for future purchases. Please reach out info@flutterbyeprints.com to if this is something you need.

I only have a clay imprint of my pet's nose/paw, can I use this?

Most of the time it is possible to use a clay impression.  You can send a photo of the clay imprint you have to info@flutterbyeprints.com for confirmation that it will work well.

Can I use prints you already have, not my own?

Yes! Please indicate in the special notes box at checkout that you do not want to use your own prints. The stock prints used will be the prints shown in the sample photo.

Can I use my baby’s footprints taken at the hospital?

Yes!  You can scan/photograph and email them to submit.  It is not recommended that you send the original, as there is always a chance of loss or damage during transit. 

Please visit How It Works with more instructions about taking and sending prints.

3. Shipping Questions

When will I receive my order?

Orders with custom artwork, such as custom paw prints or fingerprint keepsakes, will not be put into the production queue until Flutterbye Prints receives the needed custom print (i.e. paw, fingerprint, footprint) and necessary information to customize your order.

All custom artwork will receive a digital proof to approve before item production.
Days to receive proof:
Fingerprint/Footprint: 5-7 business days
Pet Prints/Silhouettes: 3-5 business days

After approval of digital proof: 3-5 days production time

If Flutterbye Prints is unable to reach you concerning your digital proof after 4 attempts, your order will be shipped without approval of the design.

All non-custom orders will be shipped in 3-5 business days.  Shipping speed will depend on the method of shipping you select when checking out.  The only guaranteed delivery time is Priority Express 1-2 day shipping, other shipping times are not guaranteed.

Can you rush my order?

Rush processing for your order is an additional $18.00.  Add the Rush Option to your cart here. If you need your order rushed, you should also strongly consider upgrading your shipping method to an expedited option when you checkout.  If your timeline is very short, please reach out to info@flutterbyeprints.com beforehand to ensure there will be enough time to receive your order by your event date.

Do you offer free shipping?

Yes, we offer free shipping on orders above a certain amount. Please refer to our shipping policy for more details.

Do you ship outside of the U.S.?

Flutterbye Prints no longer ships to the United Kingdom or the European Union.

International orders are shipped via the U.S. Postal Service (USPS) using International First Class Mail.


Most international shipments arrive within 2-3 weeks. Occasionally, for unknown reasons, there will be unusually long delays due to a backup in Customs.  Unfortunately, in these cases there is no way to speed that process along and you should check with your local postal service and/or customs office.

Please be advised that you may be charged a VAT and/or customs/duty fee by your country when you pick up your package.  You should check with your local post office to determine what types of fees are charged on international purchases.

4. Contact Questions

How can I contact customer service?

Please reach our customer service team by emailing info@flutterbyeprints.com. 

What are your business hours?

Our business hours are generally Monday through Friday from 9:00am to 5:00pm MST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at info@flutterbyeprints.com