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Fathead FAQ

GENERAL

What are your operating hours?
We work Monday through Friday, 8:00 AM - 5:00 PM EST.
We are closed on Saturdays and Sundays.
 
How can I reach you?
Our call centers are currently closed due to the COVID19 situation. We do apologize for the inconvenience! However, our customer service team can assist you with placing orders, product questions or any related concerns via the following:
Email: customerservice@fathead.com

How do I place an order? 
To place an order, please visit our website www.fathead.com
You can choose your desired items, add them to your cart and checkout. 
There is no need to create a customer profile to place orders, yet we do recommend it as it will keep you updated with our newsletters and upcoming offers!

What do I do if I can’t continue to checkout (the button is greyed-out)?
If you don’t seem to be able to continue to checkout, there are a few steps you can take.
 
For retail orders
  • Ensure all correct items have been added to cart;
  • Check all required fields have been completed;
  • Ensure the order is placed from a computer;
  • Attempt placing the order from a different browser; 
  • If it is still greyed out:
    • Place the order in Private mode (Ctrl + Shift +N for Google Chrome) 
    • Delete all cache & cookies of your web browser
    • If none of the steps above worked, you must check with your Internet Service Provider whether you have any sort of restrictions 
For custom orders: 
  • Ensure the picture was uploaded correctly on our website. If it didn’t, please refer to our section “What are the minimum requirements when uploading a file?” 
  • Check if the size was selected - the green check mark and the desired size should be visible. If not, please refresh the page and try again.
  • Please ensure instructions are always written in the “Notes” section (minimum 10 characters) - even if they are not necessary
  • Untick the “Remove Red Eye” option 
  • If it is still greyed out:
    • Place the order in Private mode (Ctrl + Shift +N for Google Chrome) 
    • Delete all cache & cookies of your web browser
    • If none of the steps above worked, you must check with your Internet Service Provider whether you have any sort of restrictions 

Can I order via email?
Our website is designed to meet all your purchasing needs but we can happily assist you! Should you need help with placing your order, you can simply contact us and we will do the rest.
 
What payment methods are accepted?
We accept all major credit cards. U.S. customers can also pay with PayPal and Amazon Payments. Credit card purchases are processed at the time you place your order.
 
Do you do any donations?
We appreciate you taking the time to make us aware of your cause. To maximize the positive impact our donations have on the community, we proactively support organizations where we believe we can be most helpful.
Please email your donation request at : FatheadMarketing@fathead.com and we will take it from there! 
 
How can I partner up with Fathead? 
You can simply email us and let us know of your desired business opportunity! 
For all solutions for your business, school, athletic facilities and more:
Email: corporatesolutions@fathead.com

If you are interested in selling Fathead products in your store or on your website: 
Email: orders@fathead.com

I’m tax exempt. How would that apply to my order? 
All you have to do is provide us with the tax exempt form completed and signed. Once we verify the information is accurate, we will remove all the taxes from your account. 
 
Where do I leave a review?
Your feedback is really important to us!  
Should you be interested in leaving a review regarding our services and products, you can simply go to https://fathead.com/pages/fathead-reviews, and choose Site Reviews to write one.  
 

OUR PRODUCTS

What is your product range? 
We have two big categories of products: Retail and Custom.

Retail Items:

  • Vinyl Decals;
  • Big Heads;
  • Standouts; 
  • Dry Erase products and Blackboard;
  • Growth Charts;
  • Outdoor Graphics;
  • Personalized Name products;
  • Street Signs;
  • Lighted Wall Signs;
  • Video Conference Murals and Green Screens.
Custom Items:
  • Big Heads;
  • Standouts;
  • Mural prints;
  • Die-Cut Vinyl prints;
  • Tile Print Coasters;
  • Mousepads

 

What is your material range? 
We print our products on the following materials:

  • Vinyl;
  • Cardboard;
  • Foam Core;
  • Acrylic;
  • Canvas;
  • Metal;
  • Wood or Wood Planks.
Please be advised that not all products from our website are available for the entire list of materials.

 

What application surfaces do you recommend? 
We recommend that our self-adhesive peel and stick vinyl wall decals be placed on smooth wall surfaces. Textured walls will disturb the adhesive and limit the timespan the item will stick to the wall surface. For customers with textured walls we suggest mounting the item to a smooth flat surface then mounting that surface to the wall, framing the product or purchasing an additional Low Tack adhesive that is vinyl compatible and spraying it to the back of the product before placing it on the wall.

Recommended Surfaces & Environments:
  • Smooth Walls
  • Painted Drywall
  • Glass
  • Metal
  • Sanded Wood (without lacquer)
  • Inside, temperature controlled environments

NOT Recommended Surfaces or Environments:

  • Freshly painted walls (Wait 30 days after painting before you put up your Fathead)
  • Textured Walls
  • Unpainted drywall
  • Brick
  • Cinder Block
  • Porous, textured paneling
  • Outside, non-temperature controlled environments

Can I use Fatheads outdoors?
Fathead self-adhesive decals are designed to be used indoors on a clean, flat, smooth surface. Exposing our indoor product to outdoor weather and temperature will seriously affect the adhesive and void any warranty on the product. However, we do have a variety of outdoor items available: https://fathead.com/search?q=outdoor


Can I move / reuse my Fathead items? 

  • Start with two people when removing the Fathead from the top down and peel down slowly along the wall.
  • Do not pull your decal straight off the wall as it may stretch, tear, or pull paint off with it.
  • Once the Fathead has been removed, simply apply to the original backing for storage. If this is no longer in your possession, you may apply to a vinyl shower curtain liner instead.
    • Make sure to smooth out any air bubbles, as this can result in the loss of adhesion. Then roll up and store your Fathead for the move (do not fold). 
  • When you are ready to reapply, visit Fathead for application instructions.
    • If you notice that your Fathead is less “sticky” after storage and would like to use additional adhesive to re-use your product, there is one that our customers prefer. It’s called a low-tack adhesive spray. You can purchase this at your local craft or hardware store. You will simply spray this onto the back of the Fathead, and follow the application instructions here https://fathead.com/blogs/installation-instructions

 

RETAIL & CUSTOM ITEMS

RETAIL PRODUCTS

What is the processing timeframe? 
Give us 2-3 full business days to process your Retail order. Don’t forget to add the shipping processing time to that, depending on your desired method of shipping. We consider business days as Monday to Friday between the hours of 8am - 5pm EST.
 
Please note that if your order on Friday and Monday is a holiday, then your order won’t get processed until Tuesday. 

What is your exchange/return policy?
We do have a great exchange policy! Meaning that if the order did not meet your expectations, you can exchange it for the same one, for something different or simply get an instant credit to use for further purchases. We process all of our Retail exchanges and returns through https://returns.fathead.com.
 
Please take pictures of your items (e.g. damaged items) and the original packaging as we may need those images as proof for additional refunds beyond the instant credit of the product. 

You have 21 business days from the date of delivery to set-up an exchange for all Retail items except Licensed Sports Wallpapers.

  • Proof of purchase from Fathead is required for all returns. 
  • Customers wanting to exchange a product are responsible for the shipping costs to return the original item. 
  • The product must be unused and in its original packing: 
    • For any of our decals, do not peel them off the backing. 
    • For our Fathead Big Head™ and Stand Out™ cut outs, do not remove them from the surrounding material. 
  • Pictures of the defective products and of the shipping box are required.

Orders purchased outside of Fathead will not be accepted. Please return your items to the store where the original purchase was made. 
 
What is your warranty period for Retail orders? 
Any purchase made through www.fathead.com has a warranty period of 21 days. Please ensure you reach out to us within this period,  as we would like to help you straight away. If the warranty period is exceeded, there is very little we can do and all we want is to make our customers happy! 


CUSTOM CREATIONS

How do I get a quote from you for a large order? 
For bulk orders, please feel free to fill out the following form: https://fathead.com/pages/custom-business-solutions or contact us directly at customerservice@fathead.com
 
What is the processing timeframe? 
Give us 5-7 full business days to process your Custom order. Don’t forget to add the shipping processing time to that, depending on your desired method of shipping. We consider business days only Monday to Friday from 8am - 5pm EST. 

Please note that if you order on Friday and Monday is a holiday, then your order won’t get processed until Tuesday. 

What is your exchange/return policy? 
All sales of Fathead Custom Creation Orders are final and ineligible for exchanges but can be replaced if there is damage during shipping or extreme delay during shipping. Please note that processing and printing an order takes 5-7 business days and this does NOT include shipping time. 

  1. Exchanged orders can be reprinted of the SAME exact image. No changes can be made to the print. 
  2. No exchanges will be processed for customer errors such as low resolution, failure to respond in a timely manner to a proof request, or buyer’s remorse.
  3. Pictures of the defective products and of the shipping box are required.
What is your warranty period for Custom orders? 
Any purchase made through www.fathead.com has a warranty period of 21 days. Please ensure you reach out to us within this period,  as we would like to help you straight away. If the warranty period is exceeded, there is very little we can do and all we want is to make our customers happy! 

What is copyright and why do I need to consider it when placing a Custom order? 
Reproducing licensed or copyrighted images can be tricky. Because we are a licensed company, we would need permission by way of a release form to create your custom project. If you can provide a consent form for your order, please send it to customerservice@fathead.com. If not, the right of publicity prohibits us from creating a Fathead decal for you.
 
The guidelines can be best simplified as: 
  1. If you took the photograph that you’re sending us then you own the rights. If someone else took the photograph, you need permission from that person to use the photograph for a Fathead Custom Creation.
  2. If you used a professional photographer he or she should be able to provide you with a release form. If you uploaded a licensed image or an image you do not own the rights to, we will not be able to produce that image as a Fathead Custom Creation.
  3. But that may not be all. You need to ask yourself whether or not you have permission to make a Fathead of the person or artwork in question, even if you took the photo or created the artwork. If not, the right of publicity prohibits us from creating a Fathead decal for you. If the person or artwork you want made into a Fathead is famous and you don't have that person's permission, chances are good that there's a right of publicity issue.


What type of files can I upload? 
JPG, JPEG, PNG are the best file types we recommend! 
Unfortunately, at the moment, we cannot accept PDF, HEIC, TIFF or vector files. We recommend you to convert your artwork into one of the acceptable formats.

How do I upload my files? 
Please select the Custom Product you wish to purchase from this list: https://fathead.com/collections/custom.
 
Once you are on the product page, please click on the “Upload your image” button and follow the instructions to customize your order.


For the accepted file formats, please refer to the “What type of files can I upload?” section. 

What are the minimum requirements when uploading a file? 
We do have a couple of minimum requirements for the type of files you can upload when placing an order for a Custom Creation. This is to ensure great quality of the final product.
  • File type: JPG/JPEG/PNG. 
  • Minimum resolution: 1800 x 1800 px.
  • Maximum resolution: 10.000 x 10.000 px.
  • DPI: between 180 - 300.
  • Minimum size: 2 MB 
  • Maximum size: 50 MB.
If the minimum requirements are not met, you can enhance your image by simply creating a free account on https://letsenhance.io/.
 
Should you still have trouble in the process, please contact us at customerservice@fathead.com and we will be more than happy to assist! 
 
What happens if my image says “low quality” when uploading? 
If the larger sizes are not available after you upload your image, it is most likely caused by the image's quality. The website automatically disables larger sizes if the uploaded file is of a lower quality.

You can check the specs of your file by right clicking on the image and selecting "Properties."
Minimum guidelines:
  •  More than 2MB
  •  More than 1800 X 1800 pixels
  •  DPI (Dots per inch) between 180 and 300
  •  Limit the use of the zoom. Zooming takes resolution away from the image.
If your image does not meet the minimum requirements, there are a few ways to enhance it. Here's a couple that we know of:
 Photoshop:
  • Add Image to Photoshop. From the menu on the Photoshop window, select "Image".
  • If you want to keep the same dimensions of the image then click on the option "Resample Image". 
  • Increase Image Resolution.
 Enhancement: Should you still have trouble in the process, please contact us at customerservice@fathead.com and we will be more than happy to assist! 

 

How do you process a Custom Creation? 
Once you have placed your Custom order, it will automatically go into the design process. If a designer has a question about your order, your order will be placed on a "HOLD" status and we will reach out to you via the email you provided at checkout.

We want to provide you with the best product possible. Our Fathead customizer will help you during the order process by recognizing what image will work for what sizes. If, during our design phase, we notice that your selected image does not meet our resolution requirements or it is subject to copyright infringement, you will be notified by email that your order will be cancelled and you will be issued a full refund for your custom product.

What is a proof and why is it important to look at it?
The proof is a copy of your document after all modifications have been completed as per your request. It is your last and best opportunity to make sure that the final product will come out exactly how you have pictured it. You can select a proof in Step 5 of our Fathead customizer.
 
Please take into consideration when approving/rejecting your digital proof that the final size will be displayed on the sides.
 
Once a proof has been approved, we are unable to make any changes to it.
The first two proofs of each customized item are free of charge. Should you reject both, any extra proof will come at an additional charge of $5. 
 
What happens if I don’t approve the proof?
Please note that proofs are automatically approved after 48 hours. Fathead will not accept returns on products that have been auto-approved. We are sorry, at this time we are unable to provide digital proofs for murals! 

Why does my proof have a pink line around it? 
There is no need to worry - the pink line on the proofs will not be printed on the final item, it only gives you an idea of  how it will be cut. Nothing outside the pink line will be printed either - those are just duplicated pixels that are generated to ensure efficiency while printing/ cutting.
 
If any adjustments are needed, please reject the proof and let us know at customerservice@fathead.com and we'll be more than happy to assist you! 

What are the custom items processed without receiving a proof? 
We are sorry but at this time we are unable to provide digital proofs for our MURALS. Please take this into consideration when placing your order.

What happens if I have received a different size from what I have actually ordered? 

The size of your final item may vary by a couple of inches due to the cutouts' proportions; we try to scale the cutouts as large as possible within the printing sheets' dimensions. The actual size of the final items can be seen on the proof, prior to approving/rejecting it.

If any adjustments are needed, please reject the proof and let us know at customerservice@fathead.com and we'll be more than happy to assist you! 


THIRD PARTY RETAILERS
I have an issue with my order placed via one of your third party retailers. Can you fix it? 
When it comes to our third party retailers we only act as suppliers. Meaning that they will have all of the records of your purchase and we will only provide the product. We are unable to look into orders which are not placed directly via our website, as our third party retailers handle all logistics and operations for external orders.
 
DISCOUNTS & GIFT CARDS

What are your discount inclusions? 
Please feel free to visit the following website for our list of eligible retail items: https://fathead.com/collections/discount-inclusion/
Please be advised that the following products are not eligible for a discount: GIFT CARDS, E-CERTIFICATES, CUSTOM CREATIONS, LICENSED WALLPAPER SAMPLES, LICENSED ILLUMINATED WALL SIGNS, GARAGE DOOR BANNERS, OR LICENSED CANVAS ART.
Also, the discounts cannot be applied to an existing order or to an item that is already discounted.
 
My discount code or Gift Card did not work. Can you help me? 
If you are having trouble with adding your code upon checkout, simply email us at customerservice@fathead.com so we can look into it straight away.
If you are attempting to place the order,  please provide us with the code you are trying to use and let us know what items were you trying to apply the code for.
If you have already placed the order, please provide us with the discount code, the order number and the email address used to place your order. 
 
Shipping 

Where do you deliver to?
We deliver all over the USA, via UPS or FedEx. 
We deliver internationally, Canada only. We cannot give you more information regarding the shipping vendor for Canada, as the carrier used will be a common one in the country of destination. 
 
What are your delivery methods & how much does delivery cost?
Standard Shipping - 7 to 10 business days - $11.99
Expedited Shipping - 2 business days - $16.99
Express Shipping - 1 business day - $26.99
 
What carriers do you use? 
We ship our products via FedEx, UPS or USPS.
 
USA timeframes
Standard Shipping - 7 to 10 business days - $11.99
Expedited Shipping - 2 business days - $16.99
Express Shipping - 1 business day - $26.99

International timeframes 
International shipments take between ten and fourteen business days to arrive. This does not include the time to process your order and get it to our international shipping facility. When you order a Fathead Custom Creation add an additional five to seven days.
 
How do you handle international taxes? 
Payment is processed in the currency of the country you select. You will see your order total displayed in both US dollars and your local currency once you select your country. Taxes and Duties are also calculated for your order. You are required to pay them at the time you order, which means you will owe nothing additional on delivery. Our goal is to provide you the fully landed price at the time you place your order.
 
How do I track my order? 

To track your order, please click here or reach out to our Customer Service team via customerservice@fathead.com with relevant order information, such as Order ID, Order Date, and Name. 

Can I upgrade my shipping method after I have placed the order?
Unfortunately, we are unable to guarantee upgrade of the shipping method once the order has been submitted. However, please feel free to contact customerservice@fathead.com and we will be able to assist you with this matter.
 
Can I deliver to a different address?
Given that Fathead is a print on demand company, we are not able to process cancellations or update addresses following purchase of a Fathead product.
Please feel free to reach us at customerservice@fathead.com for alternative options.
 
Do you deliver to PO boxes?
Unfortunately, we are not able to ship to P.O. Boxes at this time. We are sorry for the inconvenience! 
We do recommend having your items shipped to a work address instead.
 
Do you deliver to Military addresses?
Unfortunately, we are not able to ship to Military addresses at this time. We are sorry for the inconvenience! 
We do recommend having your items shipped to a personal address instead.
 
What happens if my order is late? 
If you notice that your order is late, please contact our Customer Service team at customerservice@fathead.com for assistance. 
 
Issues with my order


My order seems creased. What do I do? 
The good news is that our vinyl doesn’t have a memory, which means once you peel and stick your decal to a smooth surface, you’ll never notice the mishap that occurred during shipping. The decal only appears bent because it is still adhered to the backing, which is wrinkled.
Once you install your decal, if you’re still having trouble, please take a photo of the apparent damage while it is installed and we will gladly expedite you a replacement.


I still have not received a shipping confirmation. Please help! 
Please allow 2 full business days for us to process your order. If you've purchased a Custom Creation, please allow 5-7 business days for processing. Saturday, Sunday, and holidays are not business days. If you order on Friday and Monday is a holiday, then your order won't get processed until Tuesday.
If you still did not receive your shipping confirmation, please contact customerservice@fathead.com


My order was not delivered, although it shows that way. What do I do? 
Please make sure to look around your house and with your neighbors.
If you are still unable to find your order, please contact us and we will gladly assist you!
 
I have received an incorrect order. What do I do? 
Please contact customerservice@fathead.com and provide a picture of the wrong item, together with the invoice or the packaging label and we will gladly send you a replacement.
 
My order is damaged. What do I do? 
For the return you can visit returns.fathead.com. You can process your return there with a few easy clicks, and receive an instant credit, or replace the order at no extra cost!
For damaged items, simply select "Damaged", select the type of damage, and select "Exchange for the same item"
For items never received, simply select "Shipping Issues", select the type of issues and select "Exchange for the same item"
If you do want to receive a different item, the return will be processed as a credit and you can place the new order with the gift card received at your earliest convenience. However, changing to a different item will require you to pay shipping costs once more.
 
My order is not sticking. What do I do? 
If you have recently purchased one of our items and is not sticking properly, we can gladly issue a replacement, providing the order is still within its 21 days warranty period and that you have followed all of the application instructions to the tee. 
In this sense, please send us a photo at customerservice@fathead.com along with your answers to the questions below: 

  • What type of surface was your decal installed on (drywall, glass, paneling, brick…etc.)? Is there any texture to it?
  • Was your decal installed in a temperature controlled environment? Did the area experience any unusual changes in temperature?
  • Was your decal installed near a heating or cooling source?
  • When was the last time that wall was painted?
  • How did you prep the wall before installing your decal?
Application instructions
 
We recommend that our self-adhesive peel and stick vinyl wall decals be placed on smooth wall surfaces. Textured walls will disturb the adhesive and limit the timespan the item will stick to the wall surface. For customers with textured walls we suggest mounting the item to a smooth flat surface then mounting that surface to the wall, framing the product or purchasing an additional Low Tack adhesive that is vinyl compatible and spraying it to the back of the product before placing it on the wall.
Recommended Surfaces & Environments:
  • Smooth Walls
  • Painted Drywall
  • Glass
  • Metal
  • Sanded Wood (without lacquer)
  • Inside, temperature controlled environments
NOT Recommended Surfaces or Environments:
  • Freshly painted walls (Wait 30 days after painting before you put up your Fathead)
  • Textured Walls
  • Unpainted drywall
  • Brick
  • Cinder Block
  • Porous, textured paneling
  • Outside, non-temperature controlled environments
Refunds & Cancellations


I made a mistake. Can I cancel my order? 
Once you’ve checked out, your order will begin our automated production process. As we’re manufacturing something just for you, it’s not possible to cancel your order once we begin. We apologize for any inconvenience! 


I placed two similar orders. How do I change one of them? 
Given that Fathead is a print on demand company, we are not able to process order cancellations following purchase of a Fathead product. However, you can feel free to return any unwanted products. 
For the return you can visit returns.fathead.com. You can process your return there with a few easy clicks, and receive an instant credit that can be used on our website.
 
I am not happy with my order. Can I get a refund? 
We’re sorry to hear that we did not meet your expectations with your order! 
Should this be the case, we can gladly issue an instant credit less shipping on returns.fathead.com.
 
How long does it take to receive my refund? 
If you are granted a refund, please allow 3-5 business days for the refund to show up into your account, as per bank policies. If there’s no sign of your refund anywhere, please email us at customerservice@fathead.com so we can look into it!