Terms of Use

Customer Satisfaction

We strive for 100% customer satisfaction.

What is the turnaround time?

The average turnaround time is 7 to 10 business days from the day the order is placed. This does not include transit times. Our free shipping only covers UPS Ground services. Please consult with a customer service representative (CSR) for the cost of upgrading your shipping method after checkout.

For orders placed online through our design studio, the turnaround time is 7 to 10 business days. However, we require approval of proofs before production begins. Slower response times to proof emails or excessive changes may result in delays.

Delivery dates are only estimates at checkout. While we do our best to meet these estimated delivery dates, we ask that you inform us of any strict deadlines for orders placed online or with a CSR.

For orders placed through a CSR, the turnaround time begins only after the invoice has been paid and the artwork has been approved.

In certain circumstances, delays may arise that are beyond our control, which may extend the shipping time to a maximum of 15 business days.

What if items are out of stock?

We do not stock blank garments. All blank garments for orders are ordered from our vendor network after payment and artwork confirmation are received. There are times when items may be out of stock when our purchasing team goes to order them. We understand this can be frustrating.

Please note that we are experiencing industry-wide delays that are beyond our control, which may affect your order’s estimated completion date. To mitigate these delays, we will replace out-of-stock items with comparable brands, colors, or other available options. If the exact sizes and colors are necessary, please notify our team. If out-of-stock or replacement items exceed 10% of your order, our team will contact you to discuss options without delaying the order.

We offer 3 options when items are completely out of stock:

• Replace items with a different color.
• Replace items with a different style/brand.
• Refund the order.

Our customer service team will reach out as soon as possible to work through the solution for your out-of-stock items without delaying your order.

What if I am not happy with the way my order turned out?

No problem at all. We are so confident in the quality of our work that we offer a 100% satisfaction guarantee on all orders*. If you are unsatisfied with your order, we simply ask that you return it to us within 5 business days of receipt.

If the order is incorrect based on the invoice or approved artwork, we will send you a prepaid shipping label to return the garments for a replacement or refund.

If the order is correct according to the invoice or approved artwork, the customer is responsible for the shipping charges to return the garments.

Will I receive an electronic proof before my order is printed?

Yes, we require that all orders have approved artwork prior to production. If the order was placed online through our design studio or other online platforms, you will receive an electronic proof within 1 to 5 business days after purchase for approval.

If the order was placed through our customer service team, they will work with you directly to create the approved artwork.

Is this vinyl?

No, we use only industrial-grade screen printing and embroidery equipment to print and fulfill all orders. We only use vinyl for custom names and numbers.

Can I get a sample printed before my large purchase?

Unfortunately, due to the nature of the screen printing process and associated cost constraints, we are unable to provide custom samples for any orders less than 5,000 pieces.

Will I get tracking information once my order is shipped?

Yes, you will receive an email with the tracking information.

Can I combine my designs?

No, price breaks are applied per design/colorway.

Can I combine offers and packages?

No, packages and promotional items/specials cannot be combined or stacked.

What if I approved and paid for my invoice but it is different from what I wanted?

Please double-check all details of your proof, including the design, spelling of words, ink colors used, and other design elements. Once the artwork design has been approved, no changes can be made, and our team is not responsible for misspellings, ink color differences, or other discrepancies from the approved proof. Our team can only work from approved work orders/invoices from our customers. All reorders and new orders require an approved proof for each new work order/invoice and will be printed based on the approved proof from the new work order/invoice.

Please double-check all details of your order, including sizes, artwork, and other details. We are not responsible for missing items that were not on the invoice.

Please verify the garment style, garment color, and size breakdown for the order. If you need clarification on any details found on this invoice, please reply to this email, and our team will assist you right away. Our production team can only work from approved invoices, proofs, and work orders, so please ensure all details found on this invoice are correct.

Cancellation Policy:

Orders canceled prior to production: Payment processing fee (charged by our payment processor) + $35 to cover time spent processing the order + artwork proofing.

Due to the custom and rush nature, rush fees cannot be refunded under any circumstances.

Due to the custom nature of screen printing, we are unable to process full cash refunds for orders approved by the customer but different from what was expected. Work with our account management team for refund options.

Refunds are processed within 4-7 business days after the request has been submitted and the order has been returned to our facility. We cannot initiate any refund options until we receive the order at our facility.

Orders cannot be returned for a refund or credit due to the order being delivered past the estimated due date.

Refund Policy

Full Payment Upfront All custom orders must be paid in full at the time of purchase. Payment is required before the digital proof is created and sent for approval.

Approval Process Customers will receive a digital proof of their design within 1 to 5 business days after placing the order. It is the customer’s responsibility to review and approve the proof. Once the proof is approved, the order cannot be canceled or modified. Production will begin only after receiving written approval from the customer.

Refund Eligibility Refunds or reprints will be issued only in the following cases:

Defective Products: Products that fail to meet the specified quality standards due to errors in production, materials, or workmanship, as detailed below:

• Printing Errors
  • Incorrect Colors: Colors that do not match the approved digital proof or specified Pantone colors.
  • Misalignment: Designs that are not printed in the correct position on the product as per the approved proof, including designs printed more than 1” off from the approved placement.
  • Smudging or Smearing: Ink that has bled, smudged, or smeared during the printing process.
  • Incomplete Print: Parts of the design that are missing or not fully printed.
  • Poor Quality Print: Prints that are blurry, pixelated, or otherwise of poor quality not matching the approved proof.
  • Ink Issues: Ink that cracks, fades, or peels after the first wash (if the care instructions provided were followed).

Material Flaws

• Damaged Fabric: Holes, tears, or other damage to the fabric of the apparel.
• Defective Seams: Seams that are not sewn correctly or are coming apart.
• Wrong Size: Products that are not the size specified in the order.

Order Discrepancies

• Incorrect Quantities: Receiving a different number of items than ordered.
• Wrong Items: Receiving items that are different from those ordered.

To qualify for a refund or reprint, customers must contact our customer service team within [X] days of receiving their order and provide detailed information and photographic evidence of the issue.

Non-Refundable Items Custom orders are non-refundable unless there is a printing error or material defect. Changes in personal preference or incorrect information provided by the customer do not qualify for a refund.

Return Shipping If a return is required, customers may need to return the defective items to us. We will cover the cost of return shipping for defective or incorrect orders.

Design Changes Once a design has been approved and production has begun, no changes can be made to the design. Any additional changes after approval will incur additional costs.

Order Cancellations Orders can be canceled before the digital proof is approved. If the customer wishes to cancel before proof approval, a partial refund may be issued, deducting the costs of design work and any materials ordered. After approval, the order cannot be canceled, and the full payment is required.

Shipping Issues In the event that an order is lost or damaged during shipping, we will work with the shipping carrier to resolve the issue. Customers must report lost or damaged shipments within [X] days of the expected delivery date.

Customer Responsibilities Customers are responsible for providing accurate information, including design specifications, sizes, and quantities. We are not responsible for errors resulting from inaccurate information provided by the customer.

Tolerance Levels for Design Placement

Design Placement Tolerance We strive to ensure that all designs are printed according to the customer’s specifications. However, due to the nature of the screen printing process, slight variations in design placement can occur. We consider the following tolerance levels to be acceptable:

• Horizontal and Vertical Placement: Designs printed within 1 inch of the specified position are deemed acceptable and are not eligible for refunds or reprints.
• Alignment: Slight variations in alignment, within a margin of 1 inch, are considered normal and acceptable.