HTVRONT Frequently Asked Questions

We've compiled a list of answers to the most common questions about HTVRONT and our website. Topics include company details, payment options, shipping, returns, product info, discounts, and contact info.

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TOP Questions

  • Why do I only receive one tracking number when my items are shipped separately?

    To provide the fastest delivery, some orders may be shipped in multiple packages. In such cases, you might receive only one tracking number initially. If part of your order has not arrived after an extended period, please contact us with your order number. We’ll get back to you promptly!

  • What is your return period?

    We offer a 30-day return period. To qualify for a return, the product must be in brand-new, 100% unused condition. Please note that returns for non-quality-related issues require the customer to cover the return shipping fees as outlined in our return policy. If you agree to these terms, kindly email us at your earliest convenience.

  • What should I do if the package says "delivered," but I haven’t received it?

    Start by checking with your neighbors or around your property in case the courier left it in an unexpected spot. If you still can’t find it, contact your local post office or the delivery company to request a claim number. Once you have it, reach out to us, and we’ll assist you further. Thank you for your understanding!

  • How can I choose the color of the machine in the bundle?

    The color of the machine in the bundle is usually selected at random, as noted below the product title. If you'd prefer a specific color, please add a note on the order page. If this option isn't available, feel free to contact us after completing your payment, and we’ll do our best to accommodate your color preference.

  • What payment methods do you accept?

    We currently accept PayPal, PingPong, and Oceanpayment. Oceanpayment also offers the option to pay in installments. We're working on adding more payment methods, so be sure to check our payment page for updates!

  • How do I use the product I purchased?

    You can usually find usage instructions on the product detail page or in the "Product Usage Tips" section at the bottom of our website. Additionally, a paper instruction manual might be included in the product package. If you're still having trouble, feel free to reach out to our customer service team. We're happy to provide step-by-step instructions and assist you further!

  • How can I contact you?

    We offer the following contact methods:

    Online Live Chat:
    Available Monday to Friday, from 9:00 AM to 12:00 PM and 2:00 PM to 6:00 PM (GMT+8).

    Email:
    You can reach us at support@htvront.com.

  • What should I do if I can't sign in to my account?

    No worries! Here’s what you can do:

    Go to our login page and enter your email.

    If you're asked to enter your password:

    1. You already have an account with us.

    2. If you're unsure of your password, you can reset it (it happens to the best of us!).

    If you're asked to create a new account:

    1. The email you entered isn't registered with us yet.

    2. If you believe you already have an account, double-check the email you entered.

    3. Or, you can sign up and create a new account to start enjoying our insider benefits!

    If you're still having trouble logging in, feel free to reach out to us at support@htvront.com. We're here to help!

  • Why is my discount code invalid? What should I do?

    If you're seeing a message that your discount code is invalid, please check the following:

    Correct Code: Ensure that the discount code you entered is correct, including the length and letter case (uppercase or lowercase).

    Eligibility: Verify that the items in your shopping cart meet the requirements for the discount code.

    Refresh: If everything looks correct, try refreshing your shopping cart or the website, then re-enter the discount code and attempt to check out again.

    If you've tried all of the above and the discount code is still invalid, please contact us right away. If you don't receive a prompt reply, you can complete your checkout and leave a note with your order. Our team will review it and refund the appropriate discount amount.

About HTVRONT

What does HTVRONT stand for?

HTVRONT stands for "Heat Transfer Vinyl, Really Outstanding, Never Temporary." It is a brand specializing in crafting supplies like heat transfer vinyl (HTV) and adhesive vinyl.

Where is HTVRONT located?

HTVRONT is a brand under Sijiu Technology, headquartered in Changsha, Hunan Province, China, with an office in Shenzhen.

What are your operating hours and time zone?

We are open:

Monday to Friday: 8:30 AM - 5:00 PM

Saturday: 8:30 AM - 1:00 PM
Closed on Sundays.
Time zone: GMT+8.

Orders and Payments

Is my information secure?

Yes! Our website uses Secure Socket Layer (SSL) technology to encrypt your data for safe transactions.

Can I change my shipping address after placing an order?

No, once an order is placed, the shipping address cannot be changed.

Can I cancel my order and receive a refund?

If you need to cancel your order and request a refund, please email us within 48 hours of payment. Requests made after this period will not be accepted. Note: Refunds will only be issued to the original payment method used.

Where can I find my invoice?

We can email a copy of your invoice. Please provide your order number, name, and email.

Why haven’t I received an order confirmation even though I have a PayPal receipt?

Please ensure you entered the correct email address when placing your order. Provide us with additional information such as your name, shipping address, and transaction ID. If you have any relevant payment screenshots, feel free to send them to us as well.

What should I do if my items were delivered to the wrong address?

First, contact your local courier as soon as possible to see if they can change the address. Then, email us about the problem.

Shipping

What are your shipping rates and options?

We offer EUB shipping within the United States. Full details are available on our Shipping Policy page.

Do you ship internationally?

Currently, we only ship within the United States. International customers can use U.S.-based freight forwarders.

How long does shipping take?

Processing: 2-4 business days.

Shipping: U.S. orders take 3-10 business days.

How can I track my shipment?

You can track your order on this site: https://www.17track.net/en

How long does it take to ship after placing an order?

We will ship your order within 48 hours.

Can I change my shipping after ordering?

No. Once an order has been placed we are unable to make any changes to the order or the shipping address.

Can I change the shipping address on my order once it has been placed?

The address can not be changed once the order was shipped. You can try to concact the post office.

How do I know what shipping methods are available to me and what they will cost?

Orders over $39 are shipping free on our US site.Please see our Shipping Policy for the complete lit of available options.

Why did my order take 12 days to deliver when the shipping time says 3-10 days?

The shipping time does not include order processing time. Please allow 2-4 working days for order processing (order verification, quality check, and packaging).

What should I do if the package shows as delivered, but I haven't received it?

Firstly, we suggest you ask your neighbors and check if the courier placed it in the wrong location. If the package is still missing, contact your local post office or logistics company directly. They will provide you with a claim number. Then, please feel free to contact us. Thank you!

Returns and Refunds

How do I start a return?

Contact us by email, and we’ll provide a link to initiate the return process.

What if my order is damaged, missing, or incorrect?

Damaged Items: Email photos of the damaged items and packaging.

Missing/Incorrect Items: Email photos of all items received, including the packing slip.
We will resolve the issue promptly.

What if my order is late or lost?

Late orders: Contact us if delayed by over five days for compensation.

Lost orders: We’ll reship or refund your order.

How are refunds processed?

Refunds will be issued to the original payment method within 3-5 business days.

How will you refund me?

The money will be refunded back to the original payment channel.

What if I want to return part of my order or my entire order?

We do not recommend you to return, because you have to bear the freight yourself, which is not cost-effective for you. For this cost you can buy more other vinyls.

If you meet problems with your order, you can contact our customer service. And you can check our refund policy.

How can I return a package I don't want, even though it's brand new?

If the return is not due to a quality issue and the item is brand new, the customer must bear the return shipping fees according to our return policy. If you accept this, please email us as soon as possible.

What should I do if the product is of poor quality and doesn't work well?

Please email us and provide videos demonstrating the issue. We will promptly assess the product's condition and address the matter ASAP.

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

Please send us the pictures of the label on the package and the item's problem. We will reissue the products for you or give you a partial refund.

What should I do if I only received part of the items in my package?

Please send us pictures of the outer packaging with the tracking number and SKU.

Product Information

What’s the difference between adhesive vinyl and heat transfer vinyl (HTV)?

Adhesive Vinyl: Sticky backing for surfaces like cups and windows.

HTV: Heat-activated adhesive for fabrics like shirts.

Can your vinyl be used with Cricut machines?

Yes, our vinyl is compatible with Cricut and similar cutting machines.

What sizes do you offer?

We provide various sizes, from 12"x12" sheets to large rolls. Check individual product pages for details.

Is HTVRONT vinyl hot peel or cold peel?

Most HTVRONT HTV is cold peel, but Matte HTV, Galaxy HTV, and 3D Puff HTV require hot peel.

Do you offer custom-cut vinyl?

Currently, we do not provide custom sizes.

Can you use HTVRONT for sublimation?

Yes, you can use HTVRONT Sublimation HTV for Dark Fabric to add vibrant sublimation designs to dark or colored fabrics. For instance, you can use infusible ink tie-dye patterns on black cotton T-shirts. The HTVRONT sublimation heat transfer vinyl features a matte white finish, making it easy to apply colorful sublimation designs to virtually any fabric color.

Can you use HTVRONT on polyester?

Absolutely! HTVRONT products, including sublimation HTV and heat transfer vinyl, work well on polyester materials. They adhere seamlessly, offering vivid and long-lasting results.

Do you need to mirror HTVRONT designs?

Yes, when using HTVRONT Sublimation HTV or standard heat transfer vinyl, always mirror your design before cutting. This ensures the design is correctly oriented when transferred onto your fabric.

How long should I press HTVRONT vinyl?

The pressing time and temperature depend on the type of HTVRONT vinyl:

Heat Transfer Vinyl (HTV): 145-155°C for 15-20 seconds.

Sublimation Heat Transfer Vinyl (HTV for Sublimation):

For lower temperature settings: 150°C for 15-20 seconds.

For higher temperature settings: 180-200°C for 40-50 seconds.

Discounts and Accounts

Are there active discount codes?

Sign up for our mailing list to receive notifications about sales. Discounts are often applied automatically at checkout.

How do HTVRONT coupons work?

Enter the discount code on the checkout page to apply it.

Where can I find redeemed codes?

Find your code on the Membership Page under "Rewards History."

Should I create an account?

Yes! Members can view orders, earn points, redeem rewards, and access exclusive offers.

I have reset my password but did not receive any emails. What can I do?

It’s possible the password reset email got filtered into your junk or spam folder.However, if it’s also not in your junk folder, please reach us at support@htvront.com and we’ll be with you to help!

How do I subscribe to the htvront newsletter?

You can subscribe by entering your email address at the bottom of our website homepage.

Why is my discount code invalid? what should I do?

When you are prompted by the system that the discount code is invalid, please make sure that the following information is correct:

a. Have you entered the correct discount code? including the length of the discount code and letter case.

b. Whether the product or amount in your shopping cart meets the requirements of the discount code.

c. If the above information is correct, please try to refresh your shopping cart or our website page, and then enter the discount code and try to check out again.

d. When you have tried everything and you are still prompted that the discount code is invalid, please contact us immediately, if we do not reply within a short time, please complete the checkout and leave a note when you place the order, our staff will check it The amount that should be discounted will be refunded to you.

Support and Contact

Where can I find project ideas?

Explore our blog for creative inspiration and tutorials.

Having trouble with your product?

Contact us with your questions or visit our blog for tips and troubleshooting advice.

Why haven't I received any reply from you after contacting several times?

Please check your spam folder first and ensure that your mailbox is not full.

Not Receiving Emails from HTVRONT, what should i do?

Please make sure your email is subscribed to us, please check your inbox and spam carefully (some emails may be treated as spam)

Is there an online customer service? Can you reply to messages 24 hours a day?

We have chatra online chat. We will reply you at 6pm-3am(CST time).