Help - FAQ

Shipping & delivery

When and how you receive your order?

Changing shipping address
If you should need to make a change to your physical shipping address after your order has already begun production, there is a $9 fee for this service. The fee is for the Delivery Incercept service provided by the courier.

To check the status of your order, please log into your account online. Registered users can see their previous orders and order status.

If your order is marked as “wait” or as “new”, you can simply cancel your order and place a new order with the corrected shipping address. If it is labeled “in production”, you will not be able to make changes to your order and you would need to contact us to initiate the Delivery Intercept process. To make this type of change, please contace us via info@designer-umbrella.com, we will help you.

Note: Once an order has shipped, we are not able to change the shipping method, i.e. 3 Day Select to Next Day Air Saver.

Express shipping
We offer an Express Shipping option for delivery to over 200 countries. Your order will enter production the following business day and take 14 business days to be produced and shipped out. Once the Express Shipping order leaves our facility, it will be delivered within 3 business days.

Note: Once an order has shipped, we are not able to change the shipping method, i.e. Premium to Express.

If your order has not started production but you are unable to contact us to upgrade your shipping, then the best thing to do would be to cancel your order by clicking on the red "Cancel" button. This will result in the funds for this order being returned to your original payment method. You are then welcome to place a new order online at your convenience, selecting the appropriate shipping method to suit your current needs.

Shipping costs
Delivery costs depend on order value and country of destination. You can find our shipping chart below:

Read info on delivery times

United States

Standard
 
 
 
 
 
Order Value
$1 - $35.99
$36 to $70.99
$71 to $105.99
$106 to $140.99
$141 to $175.99
Shipping Cost
$9.3
$18.6
$27.9
$37.2
$46.5
Premium
 
 
 
 
 
Order Value
$1 - $35.99
$36 to $70.99
$71 to $105.99
$106 to $140.99
$141 to $175.99
Shipping Cost
$25.4
$34.9
$44.3
$53.7
$63
Express
 
 
 
 
 
Order Value
$1 - $35.99
$36 to $70.99
$71 to $105.99
$106 to $140.99
$141 to $175.99
Shipping Cost
$74.5
$74.5
$74.5
$74.5
$74.5

Shipping times
The estimated delivery date for Standard shipping to your country can be seen at here:
Standard - 7-14 business days
Premium - 4-5 business days
Express - 3 business days

Please contact our customer service department if your order does not arrive in the time frames described.

How to ensure speedy delivery
- Complete and correct payment information
- Complete delivery and billing addresses
- Ensuring designs do not infringe on copyrights

Delivery to USA (after order is submitted)

 
48 contiguous states
AK, HI, P.O. Box, APO, PR
Saturday Delivery
Tracking
Standard (UPS first, delivery by USPS)
4-8 business days
5-9 business days*
Premium
3-5 business days
3-5 business days**
Next Day Express***
2 business days

International Delivery (after order is submitted)
 
Shipping Times
Tracking
International Standard
10 – 17 business days
International Premium
3 – 5 business days
International Express
2 business days
* Note: Alaska, Hawaii, Puerto Rico, and APO addresses are generally delivered within 9 mailing days after shipment, but these locations can have delivery times up to 20 mailing days.

** Note: Premium orders to APO addresses may take 6-10 days to reach their destination after shipment.

*** Next Day Air Saver cannot deliver to P.O. Boxes or APO addresses. If you enter a P.O. Box or an APO address for this shipping option, we will ship your order via our Premium shipping option.

DHL Claims
If your DHL Tracking information shows that your order was delivered but you did not receive it, please contact our Service Team. Our Service Team will ask you to check the following things:

Check that the address you provided to us was correct and complete.
Check with family members, the front door, any other doors and surrounding areas (if business, check with co-workers).
When contacting our Service Team, please provide us with your order number and an email address where we can reach you.

The DHL Claims process can take up to 8 business days. DHL will perform an investigation to confirm that you have not received your package. They will also be asking you to sign a legal document stating that you did not in fact receive the goods in question. Once the investigation is complete, DHL will contact us back with the results.

If approved, we can either reproduce and reship your order or offer you a refund. Please note that when we reship a package, a signature is required on the second shipment. If denied, the reason for this would be because the DHL driver performed an investigation with an individual at the shipping address who confirmed delivery.

Order

Assistance with your order

Change/cancel order
To cancel or change an order, you must first contact us via info@designer-umbrella.com, to check the status of your order to see if this is possible.

If your order status is “in production”, you will not able to make change to your order.
If it is not yet start production, and it is between the office hour of Monday – Friday, you will be able to cancel or change your order by contact our customer service departmentat info@designer-umbrella.com.
Please note that once an order begins production, you can no longer make any changes and we cannot stop the shipment of your order.

Designer-Umbrella's fair return policy
If your order contains printing errors or defective goods, we will of course take back the product and refund your money or send you a new product.
We also promise:
Even when there is nothing wrong with the product, you can return it within 14 days after ordering. You can exchange it if you don’t like the product, receive a coupon for your next order, or have the product cost refunded, as long as you haven’t designed the product yourself. Please contact our Service Team if one of these reasons should apply to you.

Every order you receive from Designer-Umbrella is a unique, tailor-made item that has been especially made to order on demand.

This is what separates us from more traditional umbrella companies. Returned goods cannot be put back on the shelf and sold to the next customer – so what comes back to us simply lands in the charity box.

To help us keep our promise – we ask you to do a couple of things...

1. Don’t make a large order until you have made some kind of test!
If you are a little unsure about sizes, colors, cuts or printing techniques – submit a test order before making the big purchase!

2. Check your order’s e-mail confirmation immediately!
If you see a spelling mistake or have picked the wrong design, contact us via email to cancel the order immediately.

3. Order as soon as possible if you need your order for a specific date.
We are not fast, but we cannot guarantee that your order will arrive at your door the very next day. Sometimes there can be delays due to design errors or stock issues. We cannot accept an umbrella being a day late for your grandmother’s birthday as a reason for return. Of course, if you have selected the express option (which adds an additional cost) your order will be guaranteed to be with you by the promised date.

Sales Tax on Orders
No, you do not have to pay sales tax on your Designer-Umbrella order.

Unfortunately, customs sometimes place steep taxes and/or duties on packages arriving in countries across the world from Hong Kong. As we cannot control these additional charges, there is no way to reduce them. However, we have lowered our shipping charges on our custom umbrellas to help reduce some of the costs for these kind of instances.

Volume/bulk discounts The volume order discount is available for our customized umbrellas. You will get a volume discount when ordering 6 or more umbrellas. Here’s how our discount scale is set up:

Items per order
Your volume discount
6-11
10%*
12-24
15%*
25-49
20%*
50-99
25%*
100 or more products
30%*
* Discount on total product value

If you order 6 or more products, please contact us via info@designer-umbrella.com , we will help you about discount issue.

Products that are already discounted are not eligible for discount

Can I still take part in other discount campaigns?
Yes. Coupon codes from our promotional campaigns can be used when checking out with your shopping basket. The additional price reduction will be accredited to you on top of the volume discount.

50 or more products with the same design will be dealt with by our bulk order team. They will provide you with individual service for you.
Payment

All you need to know about payments

Payment methods
Methods of payment available are based on the country where the order was received from and the total amount on the bill.

Credit card: Your credit card will automatically be charged by our financial service provider. Your order will begin processing after all necessary verifications have been completed.
PayPal: The transaction will be processed by PayPal, an external financial service provider. During the checkout process you will be redirected to PayPal’s website and pay with your account, your credit card or debit card there. Your data will not be transferred to Designer-Umbrella. After verifications have been completed by PayPal your order will then be processed. (Not available for all countries.)

Creating a design

Creating designs that work with Designer-Umbrella

Payment methods
Methods of payment available are based on the country where the order was received from and the total amount on the bill.

Credit card: Your credit card will automatically be charged by our financial service provider. Your order will begin processing after all necessary verifications have been completed.
PayPal: The transaction will be processed by PayPal, an external financial service provider. During the checkout process you will be redirected to PayPal’s website and pay with your account, your credit card or debit card there. Your data will not be transferred to Designer-Umbrella. After verifications have been completed by PayPal your order will then be processed. (Not available for all countries.)

General

Q: What is all over print umbrella?
A: All over print umbrella means a photo can be printed on the whole umbrella.

Q: If I don’t want to use your umbrella designer software, can you help me?
A: Yes, simply send your photo(s) to us, our professional designer will do it for you. Click here for more detail.

Q: Will I receive a proof of the artwork before you print?
A: Yes, we will send the artwork to you via email for approval, production will not start before receive your email confirmation.

General

Q: When do I need to pay?
A: You need to pay after artwork approved, before production.

Q: What is the requirement of the photos?
A: File Format: jpg, jpeg, bmp, png, gif and tiff, Min resolution 2500 x 2500 pixels (72 ppi), at least 2MB, Max file size 8MB.

Q: Can I use images from Facebook or Instagram?
A: Images from Instagram or Facebook or other social medias are NOT encouraged to use for printing, because they are not large enough, if enlarged, quality will be very bad.

General

Q: What kind of umbrellas do you print on?
A: All of our umbrellas are printed on Pongee Fabric with Silver Backing.

Q: How does Designer-Umbrella print their umbrellas?
A: All of our umbrellas are printed using large format digital printing, printed with special ink. Digital Printing allows for perfect color match and separation, can print all over the umbrella canopy, and ensures a comfortable print.

Q: What is the size of your umbrellas?
A: Diameter: 42" arc for 3 folds umbrella.

Q: Anything else about your umbrellas?
A: Ribs made by unbreakable fiberglass, Surface Washable, includes Matching Carrying Sleeve, Manual Operation, UV Protection for all time usage, Wind Proof & Water Resistant. Black Round Plastic Handle with Wrist Strap. Please understand that the graphic between each panel, when they printed and sewn together, may be can't match perfectly. We will try our best to make every umbrella to be perfect, and work very hard to upgrade our technical from day to day.

Q: How long will it take to get my order?
A: Orders ship out 20 business days after purchase (this does not include weekends or Holidays). Our factory received the artwork and orders 12 hours after the sale, and produce the order immediately. This process from start to finish usually takes up to 20 business days. Once an order is completed, it's checked, packaged and shipped out. Depending on your method of shipment, and what country you want it shipped to, this can take a few days or several weeks. Unfortunately, the one thing we cannot control is shipping wait times. All above times are approximations and can alter due to weather, time of year, and location of destination.

Shipping can take anywhere from 2-7 weeks to 8-12 weeks depending on your location relative to major population areas. Please refer to our website policies.

Q: How much does shipping cost?
A: All of our umbrellas are shipped using Hong Kong Post or DHL. For those unfamiliar with Hong Kong shipping methods, Hong Kong Post and DHL provides the best possible price and are quite reliable.

Shipping costs vary by country and amount of umbrellas ordered. The larger your order, the more expensive it is to ship. Please understand that we're stuck using snail mail just like everyone else.

Q: Do you ship to my country?
A: Yes! And if we don't, then we'll make it so. We currently ship to over 80 countries, so chances are yours is on the list, however in the case that it isn't just email us and we'll set it all up!

Q: Can an order be cancelled?
A: An order may only be cancelled if we have not started production. Once an umbrella has been started production, we are unable to process any cancellation for that order. We apologize for any inconvenience this has caused, however once we've ordered materials we must fulfill the order entirely.

Q: Can I change the order I've just made?
A: If you want to change the artwork, only if we have not started production. Once an umbrella has been started production, we are unable to process any change for that order. Please email info@designer-umbrella.com us. Our customer services will help you.

General

Q: What is your return policy?
A: If there's a manufacturer's defect or if the product you've ordered is in any way incorrect, contact us and we'll give you proper instructions to return your item. We are only able to provide refunds in the form of store credits, which will be applied directly to the account used to make the initial purchase. All returns must be within 10 days from the date of receipt of order and must be unused. Please note that we make our products to order and unfortunately may not have the ability to replace your item. For further information, please contact info@designer-umbrella.com. Please refer to our website policies.

Q: Is my credit card transaction secure on your site?
A: 100% safe. We don't save any of your credit card information, and we use SSL encryption for every credit transaction. Furthermore, although you're purchasing at our site, you're actually using PayPal; one of the most trusted payment sites in the world.

Q: What Is Your Privacy Policy?
A: Designer-Umbrella will never rent, sell, or otherwise share your personal information (email, name, address, order history, credit card data) with any third party. By necessity, this agreement excludes the sharing of your name and shipping address with one of our shipping providers, Hong Kong Post/DHL, in order to ship our product to you. This agreement also excludes the transmitting of your credit card information (fully encrypted) to our credit card processor in order to process your payment. At no time is your credit card data held or retained by Designer-Umbrella. Please refer to our website policies.


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