Frequently Asked Questions

  • Q. I've placed my order, but have yet to receive my merchandise, what can I do?

    A. Please contact us at  with your Order number and we'll find the information.

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  • Q. I only received a partial shipment of my order.

    A: Most likely, one of the items was unavailable and would not be in for at least 5 business days so we sent what was available for you. The remaining item(s) will be sent once the order is complete but rest assured, you will not be responsible for any additional shipping charges.

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  • Q. I would like to return or exchange one or more of the items on my order.

    A: Returns or exchanges must be made within 30 days from receipt of merchandise.  To return, please contact CustomerSupport@wallacegraphics.com.  The customer will be responsible for the return freight unless the item is damaged or incorrect.  If you are having any issues with the return, please contact CustomerSupport@wallacegraphics.com.

    If any merchandise is received without Return Authorization or is returned after the 30-day period, a restocking fee of 10% may be assessed.

  • Personalized merchandise cannot be returned.

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  • Q. I would like to change or cancel my order.

    A: As long as the merchandise has not left our facility, you may cancel or change your request. All requests for changes/cancellations must be received by 12:00 p.m. Eastern so that we can locate the package and make the changes for you. Once the package has left our building, we can still stop the package and bring it back, usually within 1-3 business days and a fee may be assessed.  Personalized items cannot be cancelled.

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  • Q. There's a charge on my credit card that I do not recognize.

    A: Wallace Graphics will appear on your credit card statement.  If there are other concerns, please email us at , with the Transaction Date, Posting Date and Amount of the transaction. From there, we can work with our accounting department to provide specific information about the transaction.

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  • Q. I have not received an electronic confirmation of my order placed online.

    A: Perhaps the email address was entered incorrectly, or your email filter may have blocked our message. Please check with your System Administrator or you may contact us at and our Service Representatives will gladly assist you.

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  • Q. I have not received a shipment notification email, when will I receive my order?

    A: Your order may not have shipped, please contact us at  with your order number or name on the order, and we'll find the information for you that way. We also may have an invalid email address, or the message may have been blocked by your email filter.

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  • Q. What is your shipping procedure?

    A: Orders that are complete with in stock merchandise will ship out within one business day (Monday - Friday) from the date it was placed. We do not ship on Saturdays or Sundays and the following observed US holidays: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, the Friday after Thanksgiving, and Christmas Day. 

    If an item(s) is on back order and is not expected to arrive within 5 business days, we will ship all available items within one business day and all remaining items once the order is complete.  If an item is needed by a specific date, please contact CustomerSupport@wallacegraphics.com

  • Personalized items take 5 business days to embroider, plus transit time.

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  • Q. Do you accept purchase orders?

    A: Purchase orders are accepted from those customers who have credit terms with us. If you would like to use a purchase order, please email and a customer service representative will contact you.

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  • Q. Is my order subject to sales tax?

    A: Sales Tax will be charged in all appropriate states.

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  • Q. Can I have the merchandise shipped to my P.O. Box?

    A: Unfortunately, no. We do require a physical street address for delivery. This is done to ensure that the merchandise is delivered and signed for by the recipient.

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  • Q. Can I have my order shipped express delivery?

    A: Yes, when you are placing your order online you will have options to choose from on the checkout page. UPS Ground, UPS 2nd Day and UPS Next Day Air (delivery by 10:30AM), Next Day Air Saver (delivery by 4:30PM), and more. To accommodate express delivery orders, we must receive them no later than 12:00 p.m. Eastern so that they ship the same day.

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  • Q. I see a "Page Cannot Be Displayed" message. What do I do?

    A: Please contact your system administrator to ensure all internet settings are correct and please copy and paste the error message in an email to so that we can have our IT department investigate any internal issues.

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  • Q. How long will it take for my order to arrive once it is shipped?

    A: Please view the map below for delivery times with UPS. Merchandise will be shipping from GA.

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  • Q. Do you sell my personal information?

    A: As a valued customer, we keep your information private and do not sell it to any third parties for telemarketing or sales purposes.

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