FAQ

Frequently asked questions

Answers to the most common questions about ordering, custom printing, payment, shipping, returns, and warranty. Don’t see your question? Email info@counterhubdisplays.com.

Ordering & artwork

How long from order to delivery?: Hardware ships within 24 hours of order from our US distribution warehouse. Custom prints are reviewed and shipped within 5 business days. Delivery times vary by destination — typically 2–5 business days within the continental US via UPS Ground.
Will I see a proof before you print?: We perform a manual preflight on every artwork file. If we see anything that would affect print quality — low resolution, wrong dimensions, missing bleed, color profile issues — we’ll contact you before printing. For complex jobs or first-time customers, we can also send a proof on request before going to press. Just ask in the order notes or email us your order number.
What if I uploaded the wrong artwork?: Email info@counterhubdisplays.com right away with your order number. As long as we haven’t started printing — typically within 24 hours of order — we can swap the file at no charge. Once printing begins, reprints follow our standard pricing.
What file formats and resolution do you accept?: PDF, EPS, AI, PNG, JPEG, and TIFF. Print-ready files should be at least 150 DPI at finished size. Download the print template for your specific product from its product page — each template shows the exact dimensions including bleed and safe area. For more detail see our printing specs page.

Products & variants

What's the difference between Hardware Only and Hardware + Print?: Hardware Onlyis the aluminum frame and case without a printed graphic — useful if you already have a graphic from a previous purchase, or if you’re ordering replacement frames. Hardware + Print includes a fresh custom-printed graphic to your artwork. Most products also offer a Replacement Print variant for ordering just the graphic.
Are these the same products as on expolinc.com?: Yes. Every product is genuine Expolinc hardware, manufactured by Expolinc, with the full manufacturer lifetime warranty. We’re an authorized US reseller — no knock-offs, no substitutions.
What's the warranty?: Expolinc provides a lifetime warranty against manufacturing defects on all hardware, honored through their US service office. We help you initiate any warranty claim. Custom prints carry a 30-day warranty against printing defects — if there’s a misprint on our end, we reprint at no cost (photos required).

Payment & billing

When am I charged?: When you place an order, your card is authorized (a hold is placed) but not charged. We charge the card only once we’ve reviewed your artwork and confirmed everything is ready for production — typically within 1–2 business days. You’ll receive a Stripe receipt the moment the actual charge posts.
What payment methods do you accept?: Major credit and debit cards (Visa, Mastercard, American Express, Discover) via Stripe. We don’t currently accept purchase orders, ACH, or paper checks.
Do you charge sales tax?: Tax is calculated at checkout based on your shipping address. At this time we’re collecting tax only in jurisdictions where we’re registered to do so. If your state isn’t one of them, no tax will be added.
Can I cancel an order?: Yes, free of charge any time beforewe capture the payment (typically the first 1–2 business days after order, before production starts). Email us with your order number. After capture and once production has started, our standard return and refund policy applies — see our refunds page.

Shipping & delivery

Where do you ship from?: Hardware ships from Expolinc’s US distribution warehouse. Custom printed graphics ship from our print partner. In most cases hardware and prints arrive together; occasionally they ship separately and you’ll receive tracking for each.
How is shipping calculated?: Shipping is included in your order total on every product to the continental US. No surprise fees at checkout.
Do you ship internationally?: We ship to the continental US only at this time. For international orders, please contact Expolinc directly through their global site.
What carriers do you use?: UPS Ground for most orders. Larger products may ship via freight on a pallet. You’ll receive tracking information when your order ships.

Returns & defects

What's your return policy?: Hardware: 30-day return window for unused, undamaged items in original packaging. A 15% restocking fee applies. Customer pays return shipping.

Custom prints:Non-returnable, since each is made-to-order to your artwork. If there’s a printing defect on our end, we reprint at no cost (claim within 30 days, photos required).
What if something arrives defective?: Email info@counterhubdisplays.com within 30 days with your order number and clear photos of the defect. For hardware defects we’ll initiate a warranty claim with Expolinc’s US service office. For printing defects we’ll process a reprint or refund directly.
What if my graphic colors look slightly different than my screen?: Screen colors (RGB) and printed colors (CMYK) do not match exactly — this is a fundamental difference between displays and ink, not a printing defect. We use industry-standard color profiles and process. If color matching is critical for your brand, send a Pantone reference or request a press proof before we run the job.

Support & contact

How do I contact you?: The fastest way is our contact form or emailing info@counterhubdisplays.com. We respond within one business day during business hours (Monday–Friday, 9am–5pm Eastern).
Can I call you?: Not currently — we’re a small team and find that email and the contact form keep responses faster and more accurate (everything in writing, with your order number tied to context). If you have a time-sensitive question, mention it in your message and we’ll prioritize.
Where do I check my order status?: Every order generates a confirmation email with your order number (format: EXP-YYYYMM-XXXX). When we ship, you’ll receive a separate email with tracking. If you need a status check in the meantime, email us with the order number.

Still have questions?

We’re happy to help — most replies go out within one business day.

FAQ