Frequently Asked Questions
Do you replace damage or used products?
Many of our designs are intricate and detailed, which require more delicate handling. It is crucial to read our Use & Care information before using our products. Since there are so many factors we are not in control of, WE DO NOT REPLACE USED PRODUCTS. For any unused items, please refer to our refund and returns policy.
Why do I need to create an account?
Creating an account is simple and offers several great benefits for your creative process. By registering, we can automatically track your purchase points for future discounts and allow you to curate personalized wishlists for your upcoming art projects. Additionally, having an account ensures a faster checkout experience by securely saving your shipping details.
How do I log in to my account?
You can log in anytime at the top right corner of the page, between the search and wishlist/shopping cart, and in the footer "Sign In/My Account". Once logged in, you can view your orders, account details, wishlist, membership, and more. If you are having trouble logging in, please contact us.
How do I redeem points for discount rewards?
Redeeming your points for rewards is a straightforward process that can be done from several areas of the site while you are logged in. The most convenient way is to click the black and yellow gift icon located at the bottom left of your screen; from there, simply navigate to the "Redeem" button under "My Rewards" to select your preferred discount. You can also manage your points through your account dashboard under the "Points & Rewards" tab by following that same process. Additionally, for your convenience, redemption options are available during cart review and checkout, allowing you to apply your rewards directly to your order before finalizing your purchase.
How do I track my order?
You can track an order either by email sent or by logging into your account and viewing "Orders". Once you have selected the order to view, scroll down to the tracking button. Contact us if you can not find your tracking through the first two options.
I forgot my password…
If you forgot/lost your password, simply go to forgot password. You will need to provide the email used for the account and we will email you the next steps on how to reset it. If you are still having issues, please contact us and we will help you get it fixed.
My stencil has a bend or crease, what do I do?
Not to worry, simply set your stencil on a flat surface and use the smooth side of a pen and/or marker and gently rub out the bend/crease. Repeat this step front and back until flatten out straight. If it's still has not laying down completely, try applying heat from a hair dryer (NOT A HEAT TOOL) at about 4-5" as Yupo is a durable plastic which is resilient. Watch this video as an example on how easy it can be Watch Video.
Why is my discount coupon not working for my order?
Common Reasons Your Code May Not Work
Minimum Purchase: Reward codes require a minimum order value of $35.
Account Specific: These codes are linked exclusively to your account and cannot be shared or used by others.
One Code Per Order: Discount codes cannot be combined (stacked) with other promotional offers or reward codes.
When will my order ship?
Most orders ship within 1–3 business days. As a made-to-order business, high-volume periods may occasionally extend processing times, but rest assured your order is on its way! You can track your progress via email or by logging into your account dashboard under the Orders section.
Where can I find my downloadable files from my order?
Usually, you can find your downloadable linked files from your order email. If you can not find them within your order email you can also sign in to your account, then go to the "DOWNLOADS" and find a list of purchased downloadable files. If you do not see your files or find this to be errored, please contact us.
