Frequently Asked Questions

Where are you located?

We are located at 152 Horton Street, Wilkes-Barre Pennsylvania, 18702.

Can I cancel my order?

Cancel requests can be placed at anytime during the order production process. But your refund depends on which point of the process you are at.

Orders canceled within 24 hours that have not been processed will receive a full refund. All orders canceled after the 24hour window or once they have been processed and work has not been started, will be refunded, minus a $5 or a 5% fee whichever is greater.

All orders canceled after the 24hour window or once they have been processed and work has been started, will be refunded, minus the cost of art time or cost of the product at that specific production point. Please contact us for more details.

What is your return policy?

Due to the fact that each order is custom, we do not accept returns. In the event that there is a manufacturing defect, we must be notified within 24 hours of the delivery. Defects will be addressed at our discretion with a reprint, store credit, or refund. Damage due to shipping does not constitute as a production defect and are submitted to shipping company for reimbursement.

I am ordering a lot of items and want to see a proof?

Digital proofs are provided to customers at request free of charge. Preproduction proof samples can be made upon request. In time sensitive situations, a pre production proof may not be possible. Customers are required to sign off on all proofs by either email, or fax.

You may be asking yourself “what in the heck is a custom big head?” and well, we dont really blame you. Sometimes even our friends give us some strange looks when we talk about Custom Big Heads. So, we're happy to answer that for you... A custom big head is a fun new product made right from your photos! Big Heads are a picture of your face or head printed on high quality cardboard, then contour cut. with a conveinant handle for you to wave them around. Larger Custom Big Heads come with a shield handle. Order yours today - Aint no party like a ka-bob party!

What Handle Will My Big Head Have

12" and 24" Custom Big Heads come with a cardbaord handle countour cut into your design file. Large Custom Big Heads sizes 36" and up. come with our shield handle.

Does the handle count as part of my size?

No it does not. Custom Big Heads are size from the chin to the top of your head proportinally. Then the handle is added.

Do You Offer Bulk Discounts?

Of course we do! The website handles quantities up to 1,000 Custom Big Heads. For orders of 1,000 or more give us a call or contact us.

Can i be wearing a hat?

Yes you can. But keep in mind the big head cutout Will be proportionally sized so from the chin to the top of the hat is 12".

What happens to long hair?

We can keep your beautiful hair but keep in mind the big head cutout will be proportionally sized so from the top of the head, to the bottom of the hair. 12".

Example: If you have 6" of hair dangling below your chin your face would only take up half of a 12" big head cutouts.

What type of payments do you accept?

We take payments from all major credit cards, Paypal and by check.

Who do i make check payable to?

All checks are to be made payable to Wet Paint Printing + Design. Checks should be mailed to 152 Horton Street, Wilkes Barre, PA 18702. Production of your order will not begin until your check has cleared and we have received artwork.

What Type of Shipping do you Offer?

Currently, we use FedEx Standard Ground, 3-Day Select, 2nd Day Air and Overnight Shipping methods to transport our cutouts. Please choose the shipping method carefully as we cannot change it once that package has left our facility.

Can I Use my own Shipping Account?

Of course, but if it is not through FedEx or FedEx Freight, there may be a pick up charge! To use this method, please select pick up from store during the checkout process, and provide your fedex account number in the order comments section.

My products was delivered cracked or damaged, what do i do?

If your product is lost or broken, you MUST contact us within 24 hours of the confirmed delivery time. Keep all damaged product and packaging, FedEx may pick up the damaged product. Photo proof of damages may be required to expedite the claim process. Without the original item and packaging, we cannot file a claim, and refunds and reissues will not be granted. All losses or damages outside the 24 hour window may not be eligible for a claim.

I didn't get my cutout on time. What do i do?

At times, production volume may be high and there may be delays in the production of your item(s). When it comes to machine breakdowns, or unexpected and unforeseen issues, customers will be notified of any delays that may affect delivery estimates and discuss alternate options to meet your needs. In the event of weather delays, we are not responsible for acts of God, and it is not covered by the shipping company. We will make every logical effort to reach an amicable solution to satisfy our customers needs.

What is Next day production mean?

Orders placed before noon Est ship next business day.

What is STOP THE PRESS Same Day Production?

Same day production orders placed and approved before 1PM EAST ship same day. This option costs an additional $50.

More Production and turn around time

Production time is 1 business day* from proof approval. Shipping time is between 1-7 business days depending on your location. Production time starts when the order is complete. A complete order consists of: an order, the payment, and a photo that has had it's proof approved. If you need your item faster than this estimated time frame, or need it by a specific date, you must use our rush production option and a shipping method other than ground shipping.

*At times, production volume may be high and there may be delays in the production of your item(s). Delays of your item(s) due to: mechanical failure, raw material shortage, or delays caused by shipping. We do not guarantee any production time unless the customer has purchased the rush production option. Free shipping method is not a guaranteed shipping method. Bulk orders are not applicable to the 1 business day production.

This means FedEx may estimate shipping to take 2 days from NYC to Washington D.C. If it takes 2 weeks to get there, it is still considered a successful ground shipment. Next day air, 2 day, and 3 day select are the only domestic shipping options guaranteed by FedEx. With this guarantee, only the shipping costs are refundable in the event of a delay, not the value of the time sensitive item. With this explained, please plan your order accordingly.

Products and score lines

All cardboard cutouts over 3FT will be scored. Scores will be horizontal and allow the cutout to fold into its packaging for shipping.

I need my cutout ASAP, can you hurry?

For faster production, we offer THE STOP THE PRESS option. Same day ship orders placed and approved before 1PM EAST ship same day.

Do you fix photos?

Standard red eye repair is included in price.

Privacy Policy

This Privacy Policy governs the manner in which Custom Big Heads collects, uses, maintains and discloses information collected from users (each, a "User") of the website ("Site"). This privacy policy applies to the Site and all products and services offered by Custom Big Heads.

Personal identification information

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Site related activities.

Non-personal identification information

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

Web browser cookies

Our Site may use "cookies" to enhance User experience. User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

How we use collected information

Custom Big Heads may collect and use Users personal information for the following purposes: - To improve customer service Information you provide helps us respond to your customer service requests and support needs more efficiently. - To improve our Site We may use feedback you provide to improve our products and services. - To process payments We may use the information Users provide about themselves when placing an order only to provide service to that order. We do not share this information with outside parties except to the extent necessary to provide the service. - To share your information with third parties We may share or sell information with third parties for marketing or other purposes. - To run a promotion, contest, survey or other Site feature To send Users information they agreed to receive about topics we think will be of interest to them. - To send periodic emails We may use the email address to send User information and updates pertaining to their order. It may also be used to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or User may contact us via our Site.

How we protect your information

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site. Sensitive and private data exchange between the Site and its Users happens over a SSL secured communication channel and is encrypted and protected with digital signatures.

Changes to this privacy policy

Custom Big Heads has the discretion to update this privacy policy at any time. When we do, we will post a notification on the main page of our Site and send you an email. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

Your acceptance of these terms

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes. Contacting us If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
Custom Big Heads
152 Horton Street, Wilkes Barre, PA 18702