FREQUENTLY ASKED QUESTIONS

iStencils providing you with outstanding customer service! If you have
questions… We've got answers. To get started select a link below

Ordering Information

Payment Options

Paying for your order at iStencils.com is quick, easy and secure!
 
We accept the following payment methods online:
  • Visa
  • MasterCard
  • American Express
  • Discover
  • PayPal
We will gladly accept a check by mail for your order.  Call us at 1-877-863-5227 to place an order if you are paying by check.

More Ways to Order

Ordering online at iStencils is easy & convenient! You can browse through thousands of stencil designs and size combinations and place an order right online.  Shopping with us is safe and secure.  We utilize the most up-to-date and comprehensive web security available.
 
If you prefer to speak with an iStencils team member you can place your order over the phone.
Call us: (603) 934-5034 OR Toll-free in the US (877) 863-5227.
We have team members standing by happy to assist you!

Placing an Order at iStencils

Placing an order with iStencils is EASY!
  • Add items to your cart and Click the CHECKOUT  button. (You can either check out as a guest or register for an account.)
  • Enter in your billing and shipping information, and click CONTINUE
  • Select your preferred shipping method and click CONTINUE
  • Enter your payment information and click PLACE ORDER button.
Once your order is placed you will be redirected to an order conformation page and also receive and order conformation email.
 
If you have ANY issues whatsoever, call us toll free at 1-877-863-5227 (intl 603-934-5034). 
My Account

How to Create an Account

Select the create account / register option at checkout OR in the upper right corner of any screen.
  • Enter your email and choose a password
By creating an account you have access to your order history.

Forgot Password?

Please click here to reset your password.

Shipping

International Shipping

International shipping is available via USPS International Mail for all orders. See Shipping & Handling Policy for more information.
 
If you would like to place an order and do not see your country listed at checkout, please let us know and we will add your country.
 
If you have any additional questions on our shipping rates and policies: CONTACT US.

Shipping Options

Shipping costs vary depending upon items ordered, service selected & destination. Shipping options & costs will be calculated when checking out.
 
  • Free shipping is available for orders over $50 shipped within the US. (3 - 7 days transit time)
  • We offer standard shipping via the U.S. Postal Service and FedEx Ground. (2 - 5 days transit time)
  • Express shipping through FedEx is available for both Overnight and 2nd Day delivery. (1 - 2 days transit time, depending on the service selected)
  • International orders are shipped via U.S. Postal Service First Class.  (7 - 20 days transit time)
 
To check the status of your order see Order Status & Tracking
 
For questions on estimated delivery times to your destination CONTACT US.
Please Note: Orders take 1 - 2 days to process.

Free shipping over $50 restrictions

iStencils ships any order over $50 FREE in the USA!
 
RESTRICTIONS
  • Applies to orders shipped in the USA only.
  • Order total must be $50.00 or more after discount/coupons applied.
 
Most orders will ship via USPS First Class Mail (2-7 day transit time + order processing time).
Orders that weigh over 1 lb. may ship via USPS Priority Mail or FedEx Ground/Home Delivery.

Shipping & Handling Policy

Orders are processed & shipped within 1-2 business days. We currently offer shipping via the U.S. Postal Service and FedEx. Delivery time frames vary depending on the shipping service selected and destination.
 
iStencils.com makes every effort to keep our shipping costs as low as possible. Therefore, if you provide us with an incorrect shipping address and the package is returned to us marked "Refused/Unclaimed", you are responsible for reshipment costs. We will promptly reship your order upon receiving payment and your revised address.
 
Please be aware that the U.S. Postal Service and FedEx are third party service providers. We cannot be responsible for shipping delays or mistakes made by these carriers.
 
INTERNATIONAL CUSTOMERS PLEASE NOTE:
All International orders are shipped through USPS (United States Postal Service) International Mail ONLY. Shipping can take up to 7-20 business days to arrive (not including any delays in customs). Your order may be subject to import duties, custom tariffs or VAT charges. These charges are the responsibility of the recipient. If a package is marked "Refused/Undeliverable", the original shipping costs are nonrefundable.
Miscellaneous Questions

Designing a custom stencil

iStencils has teamed up with Stencils Online! Now creating a custom stencil is easier than ever.
 
If you are looking for a graphic or logo stencil, submit your picture or idea at request-a-quote and receive a quote in less than an hour.  If you need a lettering stencil then you will love our Stencil Designer.  Type your test and choose from dozens of popular fonts.  Pull, stretch and arch your text with our dynamic online tools, and you can even add clip art. 
 
With our Custom stencil design studio designing your own stencil is simple, fast, and puts you in control!

Wholesale Information

For information on wholesale pricing, private labeling, or resale, please email cheri@stencilsonline.com

Do you have a printed catalog?

We do not have a printed catalog. We are continually adding in new stencil designs & products making it difficult to maintain an up-to-date printed catalog. All of our products offered can be seen on our website.

Stencil Sizes & Options

Choosing the right size

All iStencils brand stencils are offered in a variety of sizes, ranging from 5" x 5" up to 36" x 36"!
 
PLEASE NOTE: Artist stencils are only available in the size listed on the product page.
 
Because the details of various designs vary in size, please CONTACT US with any questions pertaining to the sizing of a particular design and we will be able to provide you with exact dimensions.

Custom sizing:

iStencils are available online in sizes as small 5" and as large as 36".  Additional size of any iStencil can be created by special request.  
Please CONTACT US with your size preference and the product number and we'll get back to you with pricing.
Common Stencil Information

Are iStencils reusable?

A Mylar stencil from iStencils can be used between dozens to times to hundreds of times. 
 
The life of a stencil depends on how you treat your stencil.  The worst thing you can do to your stencil is to let paint build up and dry.  Wipe your stencil clean after a few applications and you will see that the stencil will remain in great condition and you will achieve the same clean, crisp results time after time.
 
The best way to clean a stencil depends on what type of paint you are using.  Water based paints such as acrylics can be wiped off frequently with a paper towel and can be more thoroughly cleaned with warm soapy water.  You can soak a stencil that has stubborn acrylic build up on it and you will see the paint start to break down after a few minutes.
 
Oil based paints and inks used on a stencil need to be removed with alcohol, paint thinner or any non-acid chemical recommended by the paint manufacture.

What paints / mediums can be used with iStencils?

iStencils can be used with a wide variety of paints and mediums, including, but not limited to:
  • Acrylic Paint (recommended for most decorating applications)
  • Latex Paint
  • Spray Paint
  • Raised Paints/Plaster
  • Marker
  • Gouache

What material are iStencils made of?

All of the stencils offered at iStencils.com are cut from a durable 7 mil mylar. 7 mil mylar is a medium weight material as thick as card stock. This material is thin enough to achieve outstanding detail when stenciling, yet strong and flexible enough to clean and use many, many times.

Terms and Conditions

Entire Agreement

ACCEPTANCE OF TERMS
 
Welcome to iStencils! This Agreement contains the complete terms and conditions that apply when you visit our site or use choose to browse the contents herein. By using this website, you agree to be bound by its terms of use and shall comply thereof. This Agreement describes and encompasses the entire agreement between us and you, and supersedes all prior or contemporaneous agreements, representations, warranties and understandings with respect to the Site and the content provided by or through the Site, and the subject matter of this Agreement. If you do not agree to these terms and conditions, please do not use our Site.
 
Returns & Exchange Policy
 
You may return any standard unused product purchased from iStencils within thirty (30)
days from the date of shipment for a full refund minus shipping charges.
Please use either the original or similar shipping packaging to ensure that the stencil
arrives in good condition.
 
Return items, postage-paid, to:
iStencils
ATTN: RETURNS
70 Industrial Park Drive Suite 7
Franklin, NH 03235
 
When returning or exchanging an item, please be sure to include a copy of your
invoice and specify whether you would like to return or exchange the item.
Customers making an exchange are responsible for return postage and shipping fees associated
with the new order.
Items must be in good, unused condition and in the original or similar shipping
packaging. Upon receipt of the unopened and unused goods, we will gladly refund your credit card or PayPal account for the full amount minus shipping charges.
 
Delivery Error / Damaged Products
 
If you receive your order and it has missing, damaged, or incorrect products included, please CONTACT US at to discuss your issue. We strive for 100% customer satisfaction and if there is an issue with your order, we will do everything we can to resolve the issue for you.
 
iStencils Order Processing Time
 
When you place an order with us we will require 1 to 3 business days for order processing. (If your order will require additional processing time, you will be contacted by a customer service representative).
We DO NOT ship same day. Orders are processed during business hours.  M-F excluding holidays.
If your order is time-sensitive, please CONTACT US to discuss your needs with a customer service representative.  
iStencils will not be held responsible for delivery delays caused by USPS/ FEDEX.
 
Editing, Deleting and Modification
 
We may edit, delete, or modify any of the terms and conditions contained in this Agreement, at any time and in our sole discretion, by posting a notice or a new agreement on our site. YOUR CONTINUED VISIT IN OUR WEBSITE FOLLOWING OUR POSTING OF A CHANGE NOTICE OR NEW AGREEMENT ON OUR SITE WILL CONSTITUTE BINDING ACCEPTANCE OF THE CHANGE.
 
LICENSE AND SITE ACCESS
 
iStencils grants you a limited license to access and make personal use of this site and not to download or modify it, or any portion of it, except with express written consent from our company. This site or any portion of this site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without express written consent from our company.
The right to access our website does not include any resale or commercial use of our site or its contents nor allows you to download or copy any account information for the benefit of another merchant.
Any unauthorized use terminates the permission or license granted by iStencils.    
Severability of Terms
In the event that any provision of these Terms and Conditions is found invalid or unenforceable pursuant to any judicial decree or decision, such provision shall be deemed to apply only to the maximum extent permitted by law, and the remainder of these Terms and Conditions shall remain valid and enforceable according to its terms.
 
Entire Agreement
 
This Agreement shall be governed by and construed in accordance with the substantive laws of New Hampshire, without any reference to conflict-of-laws principles. The Agreement describes and encompasses the entire agreement between us and you, and supersedes all prior or contemporaneous agreements, representations, warranties and understandings with respect to the Site, the contents and materials provided by or through the Site, and the subject matter of this Agreement.
 
GOVERNING LAW
 
Any dispute, controversy or difference which may arise between the parties out of, in relation to or in connection with this Agreement is hereby irrevocably submitted to the exclusive jurisdiction of the courts of New Hampshire, to the exclusion of any other courts without giving effect to its conflict of laws provisions or your actual state or country of residence.
By accepting these terms, you agree not to copy, modify, adapt, translate, prepare derivative works from, decompile, reverse engineer, disassemble, or otherwise attempt to derive source code from any of our services, software, documentation, or create or attempt to create a substitute or similar service or product through use of or access to the site or other proprietary information.
 
Privacy Policy
 
This Privacy Policy governs the manner in which iStencils collects, uses, maintains and discloses information collected from users (each, a "User") of the www.istencils.com website ("Site"). This privacy policy applies to the Site and all products and services offered by iStencils.
 
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, 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 domain type, your IP address, and clickstream information. For further information, consult the privacy policies of:
www.google.com/analytics
 
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
 
iStencils may collect and use Users personal information for the following purposes:
- 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 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.
 
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.
 
Sharing your personal information
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
 
Third party website
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.
 
Changes to this privacy policy
iStencils has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. 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:
iStencils
www.istencils.com
iStencils
70 Industrial park Drive
Franklin NH 03235
(603)934-5034
mail@istencils.com
 
This document was last updated on February 28, 2014

Photo Submissions: Rules & Regulations

 

NOTICE:  To: All crafty and talented stencil artists. Send us pictures and earn valuable stuff!

Send us pictures of your finished stencil product and get a $10.00 gift certificate to use towards your next iStencils purchase (up to $20.00 per month) Plus, every picture submitted is entered into our quarterly drawing for a $100 gift certificate to be used anytime at iStencils.com

How To Enter:

  • email a picture of your completed project using iStencils to:  photos@istencils.com
  • When we receive an approved picture (see rules below), we will email you a gift certificate  for $10.00 ... it’s that easy!
  • Every photo submitted will be entered in a quarterly raffle to win a $100.00 gift certificate to iStencils.

 

Rules & Regulations:

  • You can submit as many photos as you would like.  The more photos you submit the better your chances are for our quarterly $100.00  gift certificate drawing.
  • You can receive a maximum of (2) two $10.00 gift certificates per household and/or email/IP address per month with a maximum of $120.00 or (6) six entries per calendar year (excluding the quarterly drawing)
  • Each photo that is eligible for a $10.00 gift certificate must be a photo of a unique project.  In other words, two photos of the same stencil project will only count as 1 unique project and you will be awarded one $10.00 gift certificate.
  • Photo must be of a completed project using an iStencils brand stencil or a stencil sold on istencils.com
  • Our quarterly raffle (every 3 months) a randomly selected photo will be drawn  to receive a $100.00 gift certificate. One (1) winner per household and/or email/IP address per year.
  • Photos can only be submitted once.

 

By submitting an entry, each contestant agrees to the rules of the contest as follows:

  • states that they are 18 years old or older.
  • grant iStencils.com  and those authorized by iStencils.com, a royalty-free, worldwide, perpetual, non-exclusive license to display, distribute, reproduce and create derivative works of the entries, in whole or in part, in any media now existing or subsequently developed, for any promotional, publicity, exhibition, archival, and all other standard purposes. Any photograph will include  artist/photographer credit as feasible. iStencils will not be required to pay any additional consideration or seek any additional approval in connection with such uses.

 

Privacy & Security Policies

The information you provide is used to fulfill your specific request. This information is only used to fulfill your specific request unless you give us permission to use it in another manner, such as adding you to one of our mailing lists.
This Privacy Policy governs the manner in which iStencils collects, uses, maintains and discloses information collected from users (each, a "User") of the www.istencils.com website ("Site"). This privacy policy applies to the Site and all products and services offered by iStencils.
 
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, 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 domain type, your IP address, and clickstream information. For further information, consult the privacy policies of:
www.google.com/analytics
 
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

 
iStencils may collect and use Users personal information for the following purposes:
 
- 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 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.
 
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.
 
Sharing your personal information
 
We do not sell, trade, or rent Users personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above.
 
Third party websites
 
Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website's own terms and policies.
 
Changes to this privacy policy
 
iStencils has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. 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.
 
If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:
iStencils
www.istencils.com
iStencils
70 Industrial park Drive
Franklin NH 03235
(603)934-5034
 
This document was last updated on February 28, 2014
 

Security Policy

We implement strict security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of qualified personnel. All sensitive credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.
Returns & Exchanges

Returns & Exchange Policy

You may return any standard unused product purchased from iStencils within thirty (30) days from the date of shipment for a full refund minus shipping charges.
Please use either the original or similar shipping packaging to ensure that the stencil arrives in good condition.
 
Return items, postage-paid to:
iStencils
ATTN: RETURNS
70 Industrial Park Drive Suite 7
Franklin, NH 03235
 
When returning or exchanging an item, please be sure to include a copy of your invoice and specify whether you would like to return or exchange the item.
Customers making an exchange are responsible for return postage and shipping fees associated with the new order.
 
Items must be in good, unused condition and in original or similar shipping packaging. Upon receipt of the unopened and unused goods, we will gladly refund your credit card or PayPal account for the full amount minus shipping charges.

Delivery Error / Damaged Products

If you receive your order and it has missing, damaged, or incorrect products included, please CONTACT US to discuss your issue. We strive for 100% customer satisfaction and if there is an issue with your order, we will do everything we can to resolve the issue for you.

Order Status

Order Shipping/ Receiving Time

iStencils orders typically ship within 1-2 business days.
 
  • Free shipping is available for orders over $50 shipped within the US. (3 - 7 days transit time)
  •  We offer standard shipping via the U.S. Postal Service and FedEx Ground. (2 - 5 days transit time)
  • Express shipping through FedEx is available for both Overnight and 2nd Day delivery. (1 - 2 days transit time, depending on the service selected)
  • International orders are shipped via U.S. Postal Service First Class.  (7 - 20 days transit time)
 
If you have an order that needs to be expedited, CONTACT US and we will do our best to meet your deadlines.
 
To check the status of your order see Order Status & Tracking
For questions or more information on when you will receive your order CONTACT US

Order Processing Time

When you place an order with us we require 1 to 2 business days for order processing.
Orders are processed during business hours. M-F excluding holidays.
 
If your order is time-sensitive, please CONTACT US to discuss your needs with a customer service representative.
 
iStencils will not be held responsible for delivery delays caused by USPS/FEDEX.

Change / Cancel Order

We process orders quickly in an effort to provide outstanding and expedient service.
We are usually unable to make changes to your order once it has been confirmed. If you contact us immediately after placing the order, we will do our best to accommodate your request.
If your order has already shipped and you need to make changes, you can return unwanted / unused stencils for a full refund (up to 30 days from the receipt date, minus any shipping charges).
 
To request an immediate change, please contact us:
CALL: (603) 934-5034 OR Toll-free in the US only (877) 863-5227 OR EMAIL: mail@istencils.com
 
-If you would like to cancel your order and it has NOT been shipped, CONTACT US and we will issue you a full refund.
-If your order has been shipped already, you will need to return it to us to receive a refund. We do not refund shipping fees one an order has left our facility.  See Returns/ Exchange Policy for more information

Order Status & Tracking

You will receive an email from us once your order has been placed & another email with your tracking number once your order has shipped. Please add store@istencils.com to your contacts to ensure you receive confirmation emails. You can use the tracking number on the order shipped email to check the status of your order.
 
You can also check the status of your order online below:
  • Have an account with us? LOGIN HERE
  • Customers without accounts: CONTACT US. You will need your Order ID# & email address used when placing the order. (You can find this in your order confirmation email)

Couldn’t find an answer here?
Call us Toll Free 877­-863-5227
We’re here to help!