FAQ

FAQ

GENERAL

We are open Monday through Friday from 8:30am until 5:00pm Eastern
Saturday from 8:30am until 1:00pm Eastern
We are closed on Sundays.
We offer a vast array of different products. We sell heat transfer vinyl and adhesive vinyl in sizes ranging from single 12”x12” sheets all the way up to 50-yard rolls. All prices will vary depending on the type of product and size. We also offer bulk discount pricing for larger quantities. All pricing information, including bulk discount information, will be found on the individual product pages once you have selected a size and color.
Customer Reward Points are our way of saying thank you and please come back. Each order earns reward points at the rate of 1 point per $1. Customer Reward Points can be redeemed on any future order at a rate of 20 points equal $1. Customer Reward Points currently do not expire. To see full details visit the Customer Reward Points page.
Whenever we have a sale, we send out an email to everyone who has an account with us and has not opted out, so be sure to create an account if you have not already done so to receive notifications about our sales. (If you have opted out and wish to opt back in, please email us and let us know.) Further, all sales will be notated on our website as well as on social media. Most sales we offer will not require a coupon code and will be automatically given when you add the particular sale item or items to your cart. If a given sale requires a discount code, you will be provided with the correct discount code and it will be listed on our site. Some sales may require a specific order subtotal or a specific item be added. In such a case, the details of the sale will be indicated on our site. The best place to check for our current sales is on our Special Offers page.

ORDERING

Via our website is the best way. You may also call in and have us place an order for you.
If you are having your order shipped to you, we accept PayPal, VISA, MasterCard, Discover, and American Express. If you are a local customer picking up your order in store, we accept all of the previously mentioned payment methods as well as cash. If you would like to pay for your order with cash, we ask that you log into your account, place all of the items you wish to purchase in your cart and visit our Customer Service counter so we may complete the transaction.

Yes we offer this option when paying with a credit card. It is safe because our store is up to date with the latest security including SSL encryption and a certified PA-DSS payment application.

Additionally, credit card numbers are not saved. Only a special token on the side of the payment processor, that can be used in this store only, is saved. The token instructs the payment processor to use the credit card but the token doesn't contain any credit card details.

The multi-sheet discount is automatically calculated by the shopping cart when the appropriate quantity has been added. The individual product pages for any given sheet show a chart with the various discount tiers available for that item.

SHIPPING

We offer several different shipping options so our customers may select the shipping option which best suits his or her needs. Below is a list of all the shipping options we offer along with explanations of each method. Please review all the shipping information below before selecting your preferred method as the method you select will determine how long it takes for your package to arrive and how a shipping claim is handled, if necessary. If you aren’t sure which method is right for you, please don’t hesitate to contact us and discuss your options. Please note, your shipping options may be limited by your location or the items you purchase. Please see our Shipping Policy for the complete list of available options.

The time it takes to receive your order is determined by when you place your order and which shipping method you select. If you place your order before 2:00pm on a weekday that isn’t a holiday, your order will be shipped out the same day. Keep in mind, a holiday falling in between your order date and the date your package is estimated to arrive may impact when you receive your order. Please consult the carrier’s website of your chosen shipping method to see what holidays, if any, may impact your delivery. If the shipping method you selected provides days in transit rather than an estimated delivery date, please start counting business days from the day after your order was picked up. Your order will most likely arrive on the estimated delivery date or the last day of expected days in transit but may be delivered afterward if you did not select a guaranteed shipping method.

After the carrier has accepted your order, we will send you a shipping notification email with the tracking number for your shipment. The tracking number is the best way to follow your order’s progress. We do not have any additional information about your package beyond what is provided by the carrier. Further, the carriers typically do not have any additional information about your package beyond what the tracking information posted on their respective websites. If your order does not arrive by the estimated arrival date and you selected a guaranteed shipping method, please contact us as soon as possible so we may begin the process of resolving the situation. If you did not select a guaranteed shipping method, please wait at least three additional business days before contacting us as orders that are later than estimated typically will arrive by then. See the Late Order Policy or our Lost Order Policy sections of our Shipping Policy for additional details.

We know how important it is for our customers to receive orders in a timely manner, which is why we offer Same Day Shipping for all orders placed by 2:00pm Eastern, Monday through Friday. All accepted orders placed before 2:00pm Eastern on weekdays with a valid shipping address will ship out the same day. (Please make sure you enter your address correctly as your order will be delayed if you do not. Further, if your billing address does not match the address on file for the card you used to place the order, this may delay your order as well.) Orders placed after 2:00pm Eastern, on the weekend or on a holiday will be shipped on the next business day and our Same Day Shipping will not apply. Once your order is shipped, the order status is updated in our store and you are sent a notification email which includes the tracking number. Please note, we make every effort to keep the inventory levels listed on our website up to date, but mistakes can happen. If we receive an order for an out of stock item, we will contact you as quickly as possible to resolve the issue.
To view the shipping cost for a particular order, simply log into your account, add the items you wish to purchase to your cart and then click the green “Checkout” button. The checkout screen will show all the available shipping options along with their costs on the left-hand side of the screen.
Currently, we do NOT offer shipping outside of the United States. If you live internationally, we recommend contacting a freight forwarder within the U.S. to determine the cost and viability of having your order shipped to the freight company and then forwarded to you.
We recommend selecting a guaranteed service such as UPS Next Day Air or USPS Priority Mail EXPRESS (not to be confused with regular Priority Mail). See the frequently asked question below or visit our Shipping Policy page for more details.

If the shipping method you select is guaranteed, the carrier providing the chosen shipping method is guaranteeing either the arrival date of your package or the number of days your package is in transit. If the package takes longer to arrive than the guaranteed time, the carrier will refund us the shipping charges and we will in turn provide you with a refund of the shipping charges.

If you select a method of shipment which is not guaranteed, the time frame for arrival is an estimate only. If your package arrives later than the estimate given for a non-guaranteed service, the shipping fee is not refundable. We understand how frustrating this can be, but we do not have any control of the package once it leaves our facility. If the carrier takes longer to deliver the package than estimated for a shipping method which is not guaranteed, they do not provide us with a refund of the shipping charges and therefore, we cannot provide you with a refund of the shipping charges. Please see the Guaranteed Service section of our Shipping Policy for more information about GUARANTEED Shipping methods.

If your order does not arrive by the estimated delivery date for a guaranteed service such as UPS Next Day Air, please contact us immediately so we may resolve the situation. How we resolve the situation will depend upon the individual circumstances of your order. Possible solutions include but are not limited to refunding the shipping fee, reshipping your order, providing you with Customer Reward Points or any other solution we deem fit to rectify the issue.

If you did not select a guaranteed service, examples of which include USPS Priority Mail or UPS Ground, and your package did not arrive by the estimated arrival date, your shipping fee will not be refunded. You will need to continue to wait for your package to arrive for at least seven business days before we consider the order lost, at which time we will handle the package as such. Please see the Lost Order FAQ or the Lost Order Policy section of our Shipping Policy for more details. If you would like a replacement order shipped for a non-guaranteed service and your order is not lost, you will need to place a new order.

In the case of the USPS, sometimes orders can be delayed and show no movement for a day or two. If this happens to your order, we suggest signing up for “Text & Email Updates” on the USPS website (located below where your tracking information appears) as signing up for updates is usually enough to get the package moving again. If you contact us about your order showing “In Transit” with no movement before seven days has elapsed, we will do this for you, but we are unable to do anything else.

Please keep in mind, as long as the tracking information says “In Transit”, the package is still in transit it to you and unfortunately, our hands are tied and we cannot provide any further assistance to get your package delivered any faster. We sympathize the carrier let you down by exceeding the estimated transit time, but the carrier is an independent business outside of our control.

Please see the Late Order Policy section of our Shipping Policy for complete details.

A package is not lost if it’s tracking information still states “In Transit”. This applies to guaranteed shipping methods and non-guaranteed methods alike. If the tracking shows “In Transit”, please consult the Late Order Policy section of our Shipping Policy for further details. If the tracking information states something other than “In Transit”, it is still possible your order is on the way to you and not lost. Please contact us so we may investigate the situation and determine if the package is lost. If your package has stated “In Transit” with NO movement for more than seven business days and you have already signed up for “Text & Email Updates” as noted in the Late Order Policy section of our Shipping Policy, we will consider the package lost and treat it accordingly. SPECIAL NOTE: The USPS does not consider a package lost unless it has been 15 DAYS with no movement, so please understand we are going above and beyond USPS policy and taking a risk/incurring additional cost to provide our customers a faster resolution. It is still possible the original package may be delivered within the 15-day window after we have considered the package lost. If this occurs, please contact us so we may send you a return service label (RSL) to return the extra order.

If a package is lost, we will reship your order or provide you with a refund of the items only (unless it is a guaranteed shipping method, in such a case please see the GUARANTEED SERVICE vs. Not Guaranteed Service section of our Shipping Policy for further details) as mutually agreed upon by you and us. We will then file a claim with the carrier to recoup the lost funds. Please do not attempt to file a claim with the carrier as it may jeopardize our ability to do so and thus remove our ability to ship you a replacement order or provide you with a refund. If your order is lost, you may be contacted by the carrier about said order. If so, and the carrier asks you if you received your order, please understand they are inquiring about your original order and not the replacement order. Please tell them “no”, that you did not receive your order because if you tell them “yes” in reference to receiving the replacement we sent, they will assume you mean the original and thus deny our claim.

ORDER ISSUES/RETURNS

If for any reason you are not satisfied with your purchase, please contact us within 30 days of receipt of your order so we may take steps to satisfy you. We will be happy to help process an exchange for different products and to provide you with a Return Merchandise Authorization Number (RMA#) if you would like to return all or part of your order. Once you have your RMA#, please write it on the outside of the return packaging and return the products in new, unused and unaltered condition for a refund. Please see the Return Policy section of our Terms & Conditions for complete details.
At Brilliant Vinyl we strive to fulfill orders as quickly as possible with 100% accuracy, but we are only human and occasionally make mistakes. (Of the thousands of orders we process each month we typically maintain a 99.8% accuracy rate.) If we have sent you the wrong product or you are missing a product or products from your order, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Send us the picture in an email along with details of what exactly is missing or incorrect. Once we are notified of the issue, we will work with you to resolve it as quickly as possible. Please see the Incorrect/Missing Items Policy section of our Terms & Conditions for complete details.
We do our best to provide appropriate packaging so your order arrives in perfect condition, but ultimately we have no control of how the package is handled once it leaves our facility. If one or more of your items are damaged, please remove all items from the packaging, spread them out so all items are visible, include the packing slip that arrived in the box (particularly the bottom portion of the packing slip which contains the initials of the individuals who picked and packed your order) and take a picture. Further, if there is noticeable damage to the shipping container and/or an excess amount of tape, please take pictures of the packaging. Send us the pictures in an email along with details of exactly which item or items are damaged. Once we are aware of the situation, we will work with you to resolve it as quickly as possible. Please see the Damaged Items Policy section of our Terms & Conditions for complete details.

If your order does not arrive by the estimated delivery date for a guaranteed service such as UPS Next Day Air, please contact us immediately so we may resolve the situation. How we resolve the situation will depend upon the individual circumstances of your order. Possible solutions include but are not limited to refunding the shipping fee, reshipping your order, providing you with Customer Reward Points or any other solution we deem fit to rectify the issue.

If you did not select a guaranteed service, examples of which include USPS Priority Mail or UPS Ground, and your package did not arrive by the estimated arrival date, your shipping fee will not be refunded. You will need to continue to wait for your package to arrive for at least seven business days before we consider the order lost, at which time we will handle the package as such. Please see the Lost Order FAQ or the Lost Order Policy section of our Shipping Policy for more details. If you would like a replacement order shipped for a non-guaranteed service and your order is not lost, you will need to place a new order.

In the case of the USPS, sometimes orders can be delayed and show no movement for a day or two. If this happens to your order, we suggest signing up for “Text & Email Updates” on the USPS website (located below where your tracking information appears) as signing up for updates is usually enough to get the package moving again. If you contact us about your order showing “In Transit” with no movement before seven days has elapsed, we will do this for you, but we are unable to do anything else.

Please keep in mind, as long as the tracking information says “In Transit”, the package is still in transit it to you and unfortunately, our hands are tied and we cannot provide any further assistance to get your package delivered any faster. We sympathize the carrier let you down by exceeding the estimated transit time, but the carrier is an independent business outside of our control.

Please see the Late Order Policy section of our Shipping Policy for complete details.

A package is not lost if it’s tracking information still states “In Transit”. This applies to guaranteed shipping methods and non-guaranteed methods alike. If the tracking shows “In Transit”, please consult the Late Order Policy section of our Shipping Policy for further details. If the tracking information states something other than “In Transit”, it is still possible your order is on the way to you and not lost. Please contact us so we may investigate the situation and determine if the package is lost. If your package has stated “In Transit” with NO movement for more than seven business days and you have already signed up for “Text & Email Updates” as noted in the Late Order Policy section of our Shipping Policy, we will consider the package lost and treat it accordingly. SPECIAL NOTE: The USPS does not consider a package lost unless it has been 15 DAYS with no movement, so please understand we are going above and beyond USPS policy and taking a risk/incurring additional cost to provide our customers a faster resolution. It is still possible the original package may be delivered within the 15-day window after we have considered the package lost. If this occurs, please contact us so we may send you a return service label (RSL) to return the extra order.

If a package is lost, we will reship your order or provide you with a refund of the items only (unless it is a guaranteed shipping method, in such a case please see the GUARANTEED SERVICE vs. Not Guaranteed Service section of our Shipping Policy for further details) as mutually agreed upon by you and us. We will then file a claim with the carrier to recoup the lost funds. Please do not attempt to file a claim with the carrier as it may jeopardize our ability to do so and thus remove our ability to ship you a replacement order or provide you with a refund. If your order is lost, you may be contacted by the carrier about said order. If so, and the carrier asks you if you received your order, please understand they are inquiring about your original order and not the replacement order. Please tell them “no”, that you did not receive your order because if you tell them “yes” in reference to receiving the replacement we sent, they will assume you mean the original and thus deny our claim.

Product

Adhesive vinyl, sometimes called pressure sensitive vinyl (PSV) or just vinyl, has a paper backing that exposes the adhesive (glue) once removed (like a sticker) and is meant to be directly adhered to a surface like a cup, window, car, etc. HTV, sometimes called iron-on, does not have a paper backing and instead has an exposed adhesive that is activated by heat. HTV is typically applied to fabrics such as t-shirts.
Oracal 651 is a permanent adhesive vinyl where as Oracal 631 is considered a non-permanent adhesive vinyl. 651 is outdoor rated while 631 is only rated for indoor use. 651 is typically used for projects that will be exposed to the elements or washed such as cars, windows, cups, tumblers, etc. 631 is easier to remove than 651 and is typically used for interior walls or decorations. The final difference is the finish of the vinyl itself. 651 has a gloss finish (shiny) only with the exception of black and white which both have a matte option where as 631 is only available in matte finish (not shiny).
We offer multiple different width and length options, depending on the product and color. Please locate the product and color you are looking for to determine what lengths are available. If you are still having trouble, please feel free to email us at: info@brilliantvinyl.com or call us: 678-782-5101.
Yes, absolutely. The vinyl we sell can be used in all vinyl cutting machines.
As much as we love to do everything we can for our customers, at this time, unfortunately we cannot accommodate custom cutting any vinyl.

How to Download SVG Files

  1. Choose desired SVG, once the SVG is selected press “Add to Cart”.
  2. Once you have added the SVG and all other products you want to purchase, choose “View Cart”.
  3. After verifying all the products in your cart, continue to check out by choosing your shipping method and payment method.
  4. Click “I Accept the Terms” then click “Submit Order”.
  5. Once the order has been submitted you will receive an e-mail with a link to the SVG file that was just purchased.
  6. Lastly, select the link that was provided to you via e-mail, then you will be prompted to complete the download.

Free SVG Download

  1. Choose desired SVG, once the SVG is selected press “Free Download”.
  2. Save the SVG as desired name on your software.
  3. After saving, open the file and “unzip” or “extract” the file to view and use the SVG.
  4. It’s as simple as that! Keep on crafting with Brilliant Vinyl!

    **Note: The SVG files are zip files, which simply means once you have completed the download you will have to “unzip” or “extract” the file to see the SVG file. This is usually a built-in Windows feature.