YOUR ACCOUNT

How do I register / create an account?

Creating an account couldn't be easier - see the Login or Register button in the top-right of the screen? Click on that and enter your details. 

How do I sign in to My Account?

You can sign into your account at any time - just click on the LOG IN button at the top of the screen and enter the email and password you used when you created your account, then click OK. Hey presto, you're in!

I’ve forgotten my password, what do I do?

No problem - it happens to us all. Click the LOG IN button at the top of the screen and you'll see a button that says Forgot Your Password. Click that. You'll need the email you used when you first created your account - enter this and click Recover Password. We'll send you an email with a link to reset - click it and follow the instructions. We'll have you back in your account in no time. 

Need to speak with somebody? We're on Live Chat or the phone to help - just give our team a call on 0333 339 9023.

How do I update my account information?

Absolutely - once you've logged in, click on the Settings button and you'll be able to edit whatever you need. Just remember to save everything before you log out!

YOUR ORDERS

How do I change my order?

To change your order, please speak with one of our Live Chat team or call us on 0333 339 9023 quoting your order number.

Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however we will always do our best to change the order as late as possible.

I’ve uploaded the wrong artwork what shall I do?

If you have uploaded the wrong artwork, please speak with one of our Live Chat team or call 0333 339 9023 quoting your order number.

Please note that because of our high-speed turnaround, your items will be printed soon after you place the initial order, however we will always do our best to change the artwork as late as possible.

Can I change my order shipping address?

Yes, you can change the address your order's being shipped to right up until the dispatch date

Get in touch with us and we can do this for you in a matter of seconds.

How do I cancel my order?

You may cancel your order at any time before it is printed by contacting Live Chat or calling 0333 339 9023 If the goods have not been dispatched and we have sufficient time to prevent dispatch, we will not process, and a refund can be requested. Please note that because of our high-speed turnaround, orders are printed very quickly, and should the goods have been printed and despatched a refund will not be possible.

How do I track my order?

You will be sent a tracking number by email when the order is dispatched. The email will include a link to the tracking area on UPS or DPD's website.

My order has not arrived. What do I do?

The first thing to do is check the couriers website. It may be that they have tried to deliver your order and you were not in. They may have left your order in a safe place, or left it with a neighbour. The website will tell you in the tracking section what has happened to your order.

If you are still unable to locate your order, please speak with one of our Live Chat team or call us on 0333 339 9023 and we will be happy to help.

What if I’m not satisfied with my order?

Please call 0333 339 9023 and ask to speak with one of our customer services team. Remember to have your order number to hand. Our customer services team may ask for pictures to get a better understanding of the issue.

If you are unable to call or it is out of hours, then please use our contact form located on the Contact page with as much detail as possible.

Is it possible to leave feedback based on my experience ordering with thunderprint?

Within a week of despatching your order, an email will be sent through to you with a prompt to leave feedback through the review website TrustPilot. Alternatively, we would love for you to leave a Google review.

Where can I find my dispatch date?

The dispatch date can be found in the email you would of received from us.

DELIVERIES

What are your delivery charges?

There are none, they are completely FREE within mainland UK and Northern Ireland
We offer FREE next working day delivery, this can take place anytime between 7am - 9pm.

We also offer Saturday deliveries and also pre-noon deliveries which are chargeable.

  • Pre 10.30am (Weekdays) - £25
  • Pre 12.00pm (Weekdays) - £20
  • Pre 10.30am (Saturday) - £30
  • Pre 12.00pm (Saturday) - £25
  • Northern Ireland via DPD - £7.99 (Standard Next Day)
  • The rest of Ireland via UPS - £19.99 (Additional 2-Day Service)

For any address outside the UK please contact customer service on 0333 339 9023.

How long does delivery take?

All our parcels are sent next working day. The usual more remote postcodes can take between 3-5 days.

The below Scottish Highlands postcodes have varied delivery dates:

Throughout the order process we tell on what day you can expect your parcel to be dispatched.

We currently dispatch 99.9% of orders on time. However, please remember that courier companies fail to deliver between 2-4% of parcels on time; we suggest using our Super-Fast Service if your order is time critical. 

Why has my dispatch date or delivery date changed?

If your files are rejected, or we fail to receive your artwork by the time stated on the product at the time of ordering, your dates may be moved on. You can be kept updated by logging into your account or checking your Notification centre within your account to see the production status.

All production turnaround times are based on receiving print ready artwork on time.

Will the products I have ordered arrive together?

Different products have different turnarounds depending upon the complexity of production involved however these are all dispatched with the item that has the longest dispatch date.

Should you need one of your orders sooner please contact customer service 0333 339 9023 and they will try their best to amend the delivery.

Will my customer know that I have used thunderprint?

No. We use unbranded packaging with no reference to thunderprints. No invoices are ever included in the packaging. 

I sell my products onto re-sellers and don't want my company name as sender, can this be changed?

Unfortunately, our couriers cannot do this at present.

PAYMENT

What methods of payment do you accept?

We accept most major debit and credit cards:

  • Visa
  • American Express
  • MasterCard
  • Discover

Secure payment powered by Shopify & Klarna.

Do you offer credit accounts?

Our low prices are based upon the fact that payment is made with order. We may offer accounts subject to strict financial checks, although we would not consider an account status until you have had at least 6 months trading history with us and are projecting above the minimum required annual spend.

Credit accounts are organised by special arrangement only. Please speak with one of our Live Chat team or our sales department on 0333 339 9023 for more information.

Are there any charges for using a credit card?

There are no charges when using a credit card.

Do you store any credit card information?

Unless the customer selects to save their details, we do not store any credit or debit card details on our servers or databases.

Where can I get a copy of an invoice from a previous order?

All of your invoices will be sent when the order is placed, if you would like an invoice rsent please get in touch with us.