Frequently Asked Questions
Below you will find answers to the questions our customers ask most frequently. If you cannot find what you are looking for, please do not hesitate to contact our support team.
Ordering & Account
How do I place an order?
Simply browse our collections, select the products you love, choose your preferred size and options, and add them to your cart. When you are ready, proceed to checkout, enter your shipping information, and complete your payment. You will receive an order confirmation email within minutes.
Can I modify or cancel my order after placing it?
We begin processing orders quickly, but we can accommodate changes within 12 hours of placement. Email [](mailto:) with your order number and requested changes as soon as possible.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, and Apple Pay. All transactions are processed securely through Stripe, a PCI Level 1 certified payment processor, ensuring your financial information is fully protected.
Is my payment information secure?
Absolutely. We use industry-standard SSL/TLS encryption for all data transmitted between your browser and our servers. Payment processing is handled entirely by Stripe — we never see, store, or have access to your full credit card number.
Shipping & Delivery
How long does shipping take?
Every item is made to order, so total delivery time includes production (3 – 5 business days) plus shipping transit. For US orders, expect 5 – 8 business days for shipping after production. International orders typically arrive in 7 – 14 business days after production. Total estimated wait time is 10 – 21 business days. See our full Shipping Information page for a detailed breakdown by product category.
What are your shipping rates?
We keep shipping simple and affordable with flat-rate pricing:
- USA Orders: $5.99 (Flat Rate)
- International Orders: $7.99 (Flat Rate)
Do you ship internationally?
Yes, we ship worldwide. International shipping is a flat rate of $7.99. Please note that we do not collect taxes or VAT at checkout — all customs duties, taxes, and fees are the responsibility of the recipient upon arrival in the destination country.
Do you ship to PO Boxes and Military addresses?
Yes! We proudly ship to PO boxes and Military APO/FPO addresses. Please note that shipments to APOs can take up to 40 – 45 days, and tracking updates may stop once the parcel enters the military postal system.
How can I track my order?
Once your order ships, you will receive an email with a tracking link to check the real-time status of your delivery. Visit our Track Your Order page for step-by-step instructions and troubleshooting tips.
What if my package is lost or delayed?
If your tracking shows no updates for 7+ business days or your package has not arrived within the estimated window, contact us at [](mailto:). We will work with the carrier to locate your package and, if necessary, send a free replacement.
Products & Quality
What materials are your flags made of?
Our flags are manufactured from premium 100% polyester with a tight weave that delivers excellent durability and vibrant color reproduction. The printing uses advanced dye-sublimation technology, which infuses the ink directly into the fabric fibers for long-lasting, fade-resistant results — even in direct sunlight and harsh weather.
How durable are your outdoor products?
Our products are designed for outdoor use and can withstand rain, wind, and UV exposure. With proper care, a Vivian Clothing flag will maintain its colors and structural integrity for 6 – 12 months of continuous outdoor display, depending on weather conditions. We recommend bringing flags indoors during extreme weather events (heavy storms, hurricanes) to maximize their lifespan.
What sizes are available?
Size options vary by product category. Garden flags, house flags, grommet flags, banners, and accessories each come in specific sizes listed on their product pages. If you need a custom size for a special project, reach out to our team and we will do our best to accommodate your request.
Can I customize a flag or product?
Many of our products support personalization (custom names, text, or photos). Look for the "Personalize" option on eligible product pages. For fully custom designs or bulk customization, contact us at [](mailto:) with your requirements.
Are the product images accurate?
We make every effort to display our products as accurately as possible. However, slight color variations may occur due to differences in monitor settings, screen calibration, and lighting conditions. The actual product will closely match the images shown, and our quality team inspects every order before shipping.
Returns & Refunds
What is your return policy?
Every item is printed on demand specifically for you. We offer a "No-Charge" Guarantee — if we make a mistake (defective item, wrong design, or wrong size sent by us), we will send a replacement at NO CHARGE. Claims must be submitted within 30 days of receiving your order. Because our products are custom-made, we cannot accept returns for "change of mind" or user-selected errors. Full details are available on our Return & Refund Policy page.
What if I made a mistake on my order?
We understand mistakes happen! If you made an error during ordering (wrong size, color, or custom text typo), contact us. We offer a discounted "remake" option to ensure you get exactly what you want.
How do I request a refund or replacement?
Email [](mailto:) with your order number, clear photos of the product received (including detailed shots of the error/damage), and a brief description of the issue. Our team will review your claim and respond promptly.
How long does a refund take to process?
Approved refunds are processed back to your original payment method. It may take 3 – 7 business days before your refund is officially posted, depending on your bank or credit card company.
Product Care & Maintenance
How should I care for my flag?
For the longest life, we recommend the following care practices:
- Hand wash in cold water with mild detergent, or machine wash on a gentle/delicate cycle.
- Air dry — do not use a dryer or iron directly on the printed surface.
- Bring the flag indoors during severe weather (heavy storms, high winds, ice).
- Avoid prolonged contact with rough surfaces that may cause abrasion.
Can I use your garden flags with any flag stand?
Yes, our garden flags are designed to fit standard garden flag stands and holders. The most common size is 12.5" x 18" for garden flags, which is compatible with the vast majority of stands available.
Still Have Questions?
We are here to help! Contact our support team at [](mailto:) or visit our Contact Us page. We respond to all inquiries within 12 – 24 hours on business days.