FAQs
Shipping
Will you ship my order without payment?
Unless you have used a PO, your order will not be shipped without full payment. We do require resolution of any payment issues (e.g. additional garment or ship costs, bad payment information) before we ship your order. We will always contact you if there is a problem.
Can I ship my order internationally?
Yes, we ship all international orders using major postal services. To process an international order, we require a physical street address and phone number. For all international orders, we must provide a commercial invoice. Please note that deliveries will not be made on weekends or holidays.
The shipping time for international Postal Air Mail orders usually takes between 5 to 30 business days depending on the country of destination. If you have not yet received your package, please check with your local post office or customs office.
However, please be aware that international orders may be subject to additional duty fees depending on the country of destination. Please check with customs officials within your country to find out whether you need to pay any additional fees. Please note that we are not responsible for any customs fees, nor can we accept a package (or have a package returned to the United States) that is stuck in customs.
Do you accept special shipping requests?
In some cases, yes. Contact customer service with your order number.
When will I receive my order?
Orders typically take 10 business days to process, not including shipping time. When placing an order online, you can view the estimated delivery date based on your selected shipping method.
Payment
Will you ship my order without payment?
We require full payment prior to scheduling your order for production. If you are a business, school, university, or government that requires a PO, please contact us to proceed with an order.
How will I make the payment?
We accept Discover, Visa, Mastercard, and American Express credit cards for payment. Please make sure to submit accurate information, including the billing address that must match the address your credit card company has on file. Your order won’t be processed without the correct credit card information.
Please note that we are a no-cash facility. However, we can accept a check with a PO.
Orders
Why does my order status say "Pending Auth"?
If the status of your order is PENDING AUTH, this simply means your order is being processed through our order authorization system. If we need any additional information from you in regard to your order, we will contact you via phone or email.
Can I reorder a design I have previously ordered?
Absolutely! To access your saved design, you will need to log in to your account. If you haven’t already done so, you can sign up for an account by clicking on the “Create Account” button. Once you log in, you will be directed to your dashboard, where you can find your saved design. Your designs can be found under “My Design”.
Please note “My Uploads” is any files you’ve uploaded but not necessarily the final form. Any design you submitted for the order will be found under “My Design”.
To retrieve your design, simply go to the design tool and select a blank item to print. From there, you can easily access your saved design by clicking on “My Saved Art”.
How do I add notes to my order?
In the Shopping Cart, you will find a text box for each garment where you can add any special instructions. If you have any concerns or questions, we will contact you via email.
Additionally, there is a designated space for gift messages which can be found at the checkout.
Can I add more garments once my order has been placed?
Yes, it is possible to add garments to your order, but please keep in mind that there is only a limited time to make changes. The sooner you let us know about additional sizes, the better. We recommend contacting your customer service representative no later than the second or third business day. However, please note that it is not possible to add shirts to rush orders, as doing so may delay the production time of your entire order.
Products
How do I choose different garments?
In the Design Studio, Click the “PRODUCTS” button in the lower left corner. This will activate a product cover flow where you can select different garment options.
Where can I find a sizing chart?
Unfortunately, there are no standardized industry specifications or measurements. However, the following rule of thumb applies.
Some products may have a size chart available next to the size selection.
Artwork
How do I remove the background when uploading an image?
The best option is to upload your artwork using an image format that supports transparency such as .PNG, .PSD or .GIF. However, if you upload the image, especially with a white background, there is a tool in the Design Studio that can remove the white background. It comes with a couple of options such as “Remove White Background” and “Remove All White”.
If your image has a background in any color other than white, you can easily remove it. During the upload process, you will be prompted to choose the “Remove White Option”. After selecting this option, you will proceed to “Continue” and then choose the number of colors you want to print. The platform will automatically separate the colors for you, and you can then choose the background color you wish to remove. (Please note, if you choose the full-color option, the platform will accept it as is. However, if you want the background removed, you can leave a note in the “Add Special Instruction” text box in the shopping cart.)
How do I edit a design in my account?
Sign in to your account using your email address and password. Click “MY ACCOUNT” link in the header bar. Click “MY DESIGNS” in the menu. From here, choose the design you want to edit and click on the three vertical dots for more options. Click “Edit in Designer” This will take you to the Design Studio where you can edit and save your design.
How do I delete designs from my account?
Sign in to your account using your email address and password. Click “MY ACCOUNT” link in the header bar. Click “MY DESIGNS” in the menu. From here, choose the design you want to edit and click on the three vertical dots for more options. Click “Delete”. You will not be able to undo once you delete it.
How can I upload my own image?
In the Design Studio, after you pick a product you wish to imprint, click the “UPLOAD IMAGE” button. The following file types are supported: SVG, PNG, JPG, TIFF, GIF, PDF, EPS. There is a size restriction of 25MB.
Pricing
How do I get the prices?
Once you have finalized your design and are ready to place an order, click “Next” at the bottom right corner of the Design Studio. Enter the quantity for each sizes. Then click “Get Price”. There will be a prompt that shows the prices.
How much is it?
Screen printing and embroidery pricing vary widely for several reasons, and there isn’t a “one price fits all” approach due to the following factors:
Design Complexity:
The more complex a design is, the more time and resources it takes to produce. Screen printing might involve multiple colors, which means separate screens for each color. Embroidery may require intricate patterns that take longer to stitch.
Order Quantity:
Often, larger orders will reduce the cost per item because the setup costs are distributed over more pieces. However, the pricing can vary depending on how many items you’re ordering.
Garment Type and Quality:
Different materials may require different types of inks or threads. The quality of the garment also affects the cost; for instance, a high-quality cotton tee will be more expensive than a basic blend.
Number of Print Locations:
Prices increase with each additional print location because it requires more time and materials. For example, printing on just the front of a shirt will be cheaper than printing on the front, back, and sleeves.
Color Count:
In screen printing, each color used in a design typically requires a separate screen, increasing the setup time and costs. Embroidery may also vary in price depending on the number of colors as it can affect the complexity and time of the stitching process.
Setup Fees:
Both processes usually have setup fees associated with preparing the designs for production. This can include creating screens for screen printing or programming the embroidery machines.
Technology and Technique:
Advances in technology or the specific technique required for a particular effect can influence the cost. Specialized inks, threads, or equipment all contribute to the overall price.
Understanding these factors helps in appreciating why there isn’t a standard price for all screen printing and embroidery. Each job is unique and priced according to the specific requirements and complexities involved.
Printing
How do I get my artwork to be on the left-chest design?
In the Design Studio, simply click on “Change Product Side” below the product.
Once you have done this, you will be given four (4) options; full, left side print, left chest, and right side print. Click the “LEFT CHEST” option.
