FAQs


General Questions


What are your hours?

  • 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.

What are Reward Points

  • 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.
  • Reward Points can be redeemed on any future order at a rate of 20 points equal $1.
  • Reward Points currently do not expire.
  • For more details visit the Customer Reward Points page.

Do you have any active discount codes?

  • No we don't have any generic full time discount codes.
  • However, when we have a sale, an email is sent 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. Further, all sales will be notated on our website as well as on social media.

Ordering


How do I place an order?

  • Via our website is the best way.
  • You may also call in and have us place an order for you. However, you are responsible for reviewing the order confirmation email to check the order's accuracy.

What payment methods do you accept?

  • PayPal, VISA, MasterCard, Discover, and American Express.
  • If you are in person at our McDonough GA location we can also accept cash payment for orders.

Are credit cards stored and is it safe?

  • We do not have the ability to store credit cards at this time.

How does the Brilliant Volume Discount work?

  • The Brilliant Volume Discount is automatically calculated by the shopping cart when the appropriate quantity has been added. The individual product pages show a chart with the various discount tiers available for that item.

Shipping


What shipping options do you offer?

  • We offer several different shipping methods so our customers may select the shipping option which best suits his or her needs. Please note, your shipping options may be limited by your location or the items you purchase.
  • One of the best ways to review options is to add items to the cart and then "View Cart" of begin "Checkout". The available shipping methods along with the cost of each will be displayed.
  • Please see our Shipping Policy for the complete list of available options.

When will I receive my order?

  • Most in-stock orders ship the same day if the order is placed by 2pm ET.
  • Orders containing custom items (such as DTF prints) will take an additional 1-3 business days to ship.
  • Orders containing drop-ship items will take, on average, an additional day to ship.
  • We currently ship via USPS and UPS. You can select from the available options in the cart and during checkout. The shipping method selected will affect when your order arrives.
  • Please use the tracking number provided via email to keep up with your orders progress.

When will my order ship?

  • Most in-stock orders ship the same day if the order is placed by 2pm ET.
  • Orders containing custom items (such as DTF prints) will take an additional 1-3 business days to ship.
  • Orders containing drop-ship items will take, on average, an additional day to ship.
  • Please use the tracking number provided via email to keep up with your orders progress.

Do you ship Internationally?

  • Currently, we do NOT offer shipping outside of the United States.

What is the best shipping method for time sensitive orders?

  • We recommend selecting a guaranteed service such as UPS Next Day Air. See our Shipping Policy page for more details.

What is the difference between a guaranteed shipping method and one that isn't guaranteed?

  • For a guaranteed shipping method (such as UPS Next Day Air), if the delivery is late, we can file a claim to be reimbursed for the shipping charges and can reimburse our customer for shipping charges (if the claim is successful).
  • There is not a refund option for non-guaranteed shipping methods (such as USPS Priority Mail or USPS Ground Advantage).

What if my order is late?

  • 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.
  • 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. 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.

Order Issues/Returns


How do I make a return?

  • If for any reason you are not satisfied with your purchase, please contact us within 10 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.
  • To be eligible for return, items must be in new, unused, and unaltered condition.
  • Upon receiving the returned items, we will inspect them to make sure they are in new, unused, and unaltered condition.
  • For all items that are in the proper condition, we will process a refund less all shipping charges, within one to two business days.
  • Please see our Return Policy for complete details.

What if I received the wrong products or my order is missing items?

  • 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.

What if some or all of the items I ordered are damaged?

  • 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.

Product Questions


What is the difference between Adhesive Vinyl and Heat Transfer Vinyl (HTV)?

  • 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. Heat Transfer Vinyl is typically applied to fabrics such as t-shirts.

What sizes do you offer?

  • 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.

Can your vinyl be used in my Cricut?

  • Yes, absolutely. The vinyl we sell can be used in all vinyl cutting machines.

Will you cut a custom length roll or otherwise create a custom size vinyl product for me?

  • 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 do I receive an SVG file?

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.

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.