FAQ

FAQ's

Before You Buy FAQ

We've gathered the questions we receive most often about ordering, shipping, digital products, and our handmade items. If you don't find what you're looking for, we're happy to help through our Contact Us page. Most questions are answered below, but if you need additional assistance, we typically respond to customer inquiries within 1–2 business days. If something isn't right, we'll work with you to find a fair solution.

Are your products made by SweetPNG?

Yes! Yes! Every physical product is designed, 3D printed, inspected, assembled (when applicable), and packaged with care by SweetPNG in our Georgia studio before it ships.

Why does my order take 15–20 business days to process?

Most of our physical products are made to order rather than pulled from a warehouse shelf. This allows us to maintain quality, reduce waste, and ensure every item is carefully inspected before it ships. During busy seasons or product launches, processing times may be slightly longer, but we work hard to ship every order as quickly as possible while maintaining the quality our customers expect.

Where are your products made and shipped from?

All physical orders are designed, printed, packaged, and shipped from our SweetPNG studio in Georgia, USA.

How long does it take for home delivery?

We use Royal mail and DHL to send most of our UK orders.Euro Car Parts reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

Why do my 3D printed products have small lines or texture?

Because every item is individually 3D printed, slight variations such as layer lines, tiny surface marks, or minor color differences are completely normal and are part of the unique character of the manufacturing process. These small variations do not affect the functionality of the product. Every product is inspected before it leaves our studio to ensure it meets our quality standards.

Will my product look exactly like the photos?

We do our best to accurately represent every product through photos and videos. However, colors may appear slightly different depending on your screen settings, lighting, or the filament batch used during production.

Do you offer bulk or wholesale pricing?

Yes! We offer wholesale pricing and bulk order options for schools, events, organizations, retailers, and businesses. Please contact us before placing your order so we can discuss your project and provide a custom quote.

What if I have questions before ordering?

We're happy to help! If you're unsure about a product, need help choosing the right item, or have questions about your order, simply contact us before purchasing. We'd much rather answer your questions upfront so you can shop with confidence.

What shipping carriers do you use?

We use USPS to send most of our orders. On bulk or larger orders, we use UPS, FedEx and DHL.

Why should I buy from SweetPNG?

Since 2017, SweetPNG has been creating products for makers, crafters, and creative entrepreneurs with a focus on quality and customer service. Whether it's a handmade 3D printed product or a digital resource, our goal is simple: create high-quality products that help people make, learn, and enjoy the creative process. Every order supports our small business, and we're grateful you've chosen SweetPNG.

Fidget FAQ's

Many of our products are handmade or made to order, so small variations are normal and make every piece unique.

Are your fidgets safe for use by children under 5?

⚠️ Safety Disclaimer: Our fidgets are not intended for children under 5 years old as they contain small parts that may pose a choking hazard. By purchasing our products, you acknowledge that use is at your own risk and SweetPNG is not liable for misuse or unsupervised use.

How long do your fidgets last?

We use high-quality PLA filaments and specific print settings to create fidgets. Our fidgets are designed for normal use, but like any mechanical item, their lifespan depends on how often they're used and how they're handled.

Are your fidgets environmentally friendly? What happens to the plastic waste?

Yes! All of our fidgets are made with PLA (polylactic acid), a biodegradable plastic derived from renewable resources such as corn starch and sugarcane. At SweetPNG Designs and PrintWorks Studio, we make every effort to reduce our environmental impact. We repurpose and reuse all of our PLA waste whenever possible such as using scrap material for test prints and prototypes. Any PLA that cannot be repurposed is sent to a local recycling facility that accepts bioplastics.

What about your packing materials?

At SweetPNG Designs and PrintWorks Studio, we are committed to minimizing our environmental impact, especially when it comes to shipping your items safely. We use sustainable packaging materials for all orders: Our Shipping Boxes are made from recycled cardboard. Our Packing Peanuts are completely biodegradable, made from cornstarch. To dispose of them easily, you can simply dissolve them in water (it’s fun to watch!) or toss them into your compost bin. We continually look for ways to make our operations and packaging even more environmentally friendly!

Do you offer custom or wholesale orders?

Yes! Items can be customized where noted on specific products. We offer wholesale pricing and bulk order options for schools, events, organizations, retailers, and businesses. Please contact us before placing your order so we can discuss your project and provide a custom quote.

Do you offer any classes, tutorials, or mentorship?

Yes, SweetPNG Designs offers classes, tutorials and training in our dedicated Facebook group. Come join us!

Do you offer free fidgets for teachers or schools?

We receive daily requests for free fidgets from teachers and unfortunately cannot provide them at no cost. However, we recognize the therapeutic benefits fidgets can provide for children on the spectrum. To help, we offer a 15% discount for teachers and schools on orders of 10 or more fidgets. This discount can be combined with any other offers, including free shipping and will not expire. If you’d like the discount code, please reach out through our Contact Us form.

Do you sell STL files?

Stay tuned!

My fidget arrived unassembled. How can I fix it?

Sometimes fidget parts can separate during shipping, use or while switching. Unless the stem has broken or won't snap/stay in place, they’re designed to be put back together. Watch the video for step-by-step instructions on the Assembling, Changing Switches, and Gluing Fidgets, then follow the written guide on the page if you wish to glue your fidget pieces together. If your fidget's stem is damaged within 30 days of purchasing, please send us a support ticket via our Contact Us page for replacement.

Orders & Processing FAQ's

Have a question about your order?

How long does it take to process my order?

All orders have a 15–20 business day turnaround for fulfillment. Business days are Monday through Friday and do not include weekends or holidays. This processing time reflects the handmade nature of our products and may be longer during new drops or busy seasons.

I received tracking information, but my package hasn't moved?

As soon as we print a shipping label for your order, you’ll automatically receive an email with tracking information. After that, we finish preparing your package for pickup or drop-off with USPS/DHL eCommerce, DHL Express, or UPS. Because we typically print labels in large batches (100–150 at a time), it can take 2–4 days for tracking to update, especially if your label was created on a Friday. Please also note that once packages are handed off to USPS or UPS, there may be a delay before their systems show movement. Unfortunately, this part of the process is outside of our control.

Can I cancel my order?

Because our physical products are made to order and our digital products are delivered instantly, all sales are final. Once an order has been placed, it cannot be canceled.

Can I make changes to my order after it’s placed?

Changes are not guaranteed, but if you need to update your shipping address or request an item swap/addition, please contact us within 48 hours at using the Contact Us page. If your order has not yet entered production or been fulfilled, we will do our best to accommodate.

Shipping & Returns FAQ's

For domestic and international shipping and returns:

What carrier and services do you offer for U.S. orders?

At checkout, you can choose from the following shipping methods: USPS Ground Advantage – 2 business days (most affordable option) USPS Priority Mail – 1 business day USPS Priority Mail Express – 1 business day (fastest USPS option) UPS® Ground – 1 business day UPS Next Day Air® – 1 business day (premium UPS service) ⚠️ Important: Shipping speed applies after your order has been processed (15–20 business days).

What carrier do you use for international orders?

International orders are typically shipped through USPS International or another carrier selected at checkout, depending on the destination and available shipping options. Available carriers and services may vary by country.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, VAT, or other fees charged by your country's customs agency. These charges are determined by your local government and are not included in your order total or shipping cost. The buyer is responsible for any customs fees, duties, taxes, or import charges required for delivery. Unfortunately, SweetPNG has no control over these fees and cannot estimate what they may be. If an international package is refused because customs fees were not paid, any shipping charges, customs fees, or return shipping costs incurred will be deducted from any eligible refund. This is a very standard policy and helps prevent people from refusing packages to avoid customs charges.

What is your refund policy?

All sales are final on digital products and physical products. However: If your physical item arrives damaged or experiences a manufacturing defect within 30 days of purchase, and the issue is determined by SweetPNG to be a manufacturing defect after review, you are eligible for a replacement. Once we've reviewed your claim and confirmed it qualifies under our replacement policy, we will send a replacement. If a material is unavailable, you can choose between receiving store credit or selecting another item of equal value. If you’d like a more expensive fidget, we’ll send you an invoice for the difference. If an item breaks due to user error, it is not eligible for replacement or credit. Approved claims are fulfilled within 15–20 business days.

My order arrived damaged. What should I do?

Send an email via our contact us form within 7 days of delivery with your order number and clear photos of the item and packaging. Please refer to our Refund Policy for details.

What if my package is stolen?

If your tracking shows your package was delivered but you did not receive it, please contact us through our Contact Us page within 7 days of the delivery date with your order number. We understand how frustrating this can be and will do our best to help investigate the issue. Depending on the circumstances, we may ask you to verify your shipping address, check with household members or neighbors, or complete any documentation required by the shipping carrier or shipping insurance provider. Once we've reviewed your claim, we'll determine the appropriate next steps based on our shipping and replacement policies. Please note: SweetPNG is not responsible for packages that are lost or stolen after they have been marked as delivered by the shipping carrier. We strongly recommend shipping to a secure location if package theft is a concern in your area.

My USPS/UPS tracking hasn’t updated. What should I do?

USPS and UPS tracking can sometimes lag. If there’s no movement for 10 business days after your shipping notification, please email us with your order number.

My package is lost. Now what?

If you believe your package is lost, please submit a ticket to us using our Contact Us form. We will promptly investigate the delivery status. If our investigation determines your package is genuinely lost and has not been returned to us, we will file an insurance claim and replace your order. As a mandatory part of the insurance claim process, you will be required to verify the loss of the package by filling out a brief, official form. We appreciate your cooperation in this required step!

My package was returned to sender due to incorrect address. Can you resend?

When we ship your order, the shipping label is generated by Shopify using the exact delivery address you provided. If the mail carrier is unable to deliver the package due to an incorrect or incomplete address and the package is returned to us, we will contact you as soon as it arrives at our studio. You will be asked to provide the correct address, and the cost to re-ship the package must be paid by you. We will send you an invoice for the re-shipping cost before the package is sent out again.

Why am I getting charged for shipping if my order is over $65?

Because of the high cost of international shipping, we’re not able to extend free shipping on orders over $65 outside the U.S. Free shipping is only available for domestic orders.

How long does international shipping take?

International delivery times vary depending on the destination country, customs processing, and the shipping service selected at checkout. Once your order has been processed, most international shipments arrive within 1–4 weeks, although customs delays may occasionally extend delivery times.

Why does my DHL eCommerce tracking seem delayed or stop updating?

DHL eCommerce transfers international shipments to your local postal service once they reach your country. Tracking may pause during customs clearance and resume when your local carrier scans the package.

What if my package hasn’t moved in tracking?

Since USPS handles pickup of DHL eCommerce packages, the first scan can be delayed or missing until the package reaches a DHL facility or your country. Tracking may pause during handoff/customs and then resume with your local postal service. If there’s no movement for 30 business days after your shipping notice, submit a support ticket with your order number and we’ll investigate.

Digital Products FAQ's

Have questions about your digital purchase? You'll find answers to our most common questions below.

How will I receive my digital products?

Digital products are delivered electronically. After your purchase is complete, you'll receive an email with download instructions. You can also access your downloads through your customer account (if applicable).

When will I receive my download?

Most digital products are available immediately after your payment has been successfully processed. If you don't see your download email within a few minutes, please check your spam or junk folder before contacting us.

I can't find my download email. What should I do?

First, check your spam, junk, or promotions folder. If you still can't locate your download, contact us through our Contact Us page and we'll be happy to help.

Can I download my files more than once?

Yes! In most cases, your files can be downloaded multiple times. If you experience any issues accessing your purchase, simply contact us and we'll assist you.

Do you offer refunds on digital products?

Because digital products are delivered instantly and cannot be returned, all digital product sales are final. If you experience a technical issue with your purchase, please contact us and we'll work with you to resolve it.

Can I use your digital products for commercial purposes?

Please refer to the license included with your purchase or listed on the product page. License terms vary depending on the product and may include limitations on redistribution, reselling, sharing, or creating competing products.

Can I share my files with someone else?

No. All digital products are licensed to the original purchaser only and may not be shared, copied, redistributed, or resold in any format unless expressly permitted by the product's license.

Do your digital products work with Canva?

Many of our templates and resources are designed for Canva. Individual product listings will specify whether Canva Free, Canva Pro, or another program is required before purchasing.

What is SweetPNG Prompt Studio™?

SweetPNG Prompt Studio™ is an interactive prompt-building tool designed to help creators generate detailed, professional AI image prompts without having to start from a blank page. Simply make your selections, generate your prompt, and copy it into your favorite supported AI image generator.

Do I need experience with AI to use Prompt Studio™?

Not at all! Prompt Studio™ was designed for both beginners and experienced creators. Whether you're creating your first AI image or refining advanced prompts, the guided workflow makes it easy to build detailed prompts with confidence.

Which AI image generators work with Prompt Studio™?

Prompt Studio™ generates text prompts that can be used with many popular AI image generators. Because every AI platform interprets prompts differently, results may vary slightly between services.

Can I sell the artwork I create using Prompt Studio™?

Prompt Studio™ creates prompts—not artwork. Your rights to the images you generate are determined by the AI image generator you choose to use. Please review the commercial use policy of your chosen AI platform before selling any generated artwork.

Will Prompt Studio™ receive updates?

Yes! We are continually improving Prompt Studio™ by adding new features, categories, styles, and enhancements. Any updates included with your purchase will be announced through our website, email list, or community channels. Unless otherwise stated on the product page, updates are included at no additional cost.