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Q: How do I create a store?
A: On our website, click the ‘Create Store’ tab. Fill out the form, and one of our store coordinators will get that ready for you.
Q: When will my store open, and when will it close?
A: Your store will open and close when you request us to. If you have set dates of when you want it to launch, we will enter that into the store and it will then be readily available to share with others. Generally speaking—we keep a store open for 2-3 weeks, but we will leave a close date up to you.
Q: Who manages the store? You or me?
A: We do. We create your store with your school/corporations brand and colors, we add in products with artwork on it, we open and close the store and manage the amount of orders that came in, then report that back to you.
Q: Why should I get a store?
A: There are several benefits to having a store. One of them is for easier order management. Let’s say you have a team and don’t want to mess with taking everyone’s orders and keeping it in line. With a store, you simply email them the link and the order is done right there. It’s also great to have a store for fundraising. If you are trying to raise money for your team or school or corporation, a percent can be a fundraising amount that can be given back to you in the form of a check 60-90 days after the store closes.
Q: How do I know what products to have in my store?
A: Our store coordinating team will manage your store based on what the store will be used for, and help you select. For example—let’s say you are a baseball team. The store coordinator will make sure you have uniform tops and pants, tees, hoodies, and maybe even ball caps. We do show you the store ahead of time to make sure the products we select are what you want.
Q: How do I inform my team/staff about the store so word gets out it’s open?
A: We will provide you with a link and a simple email script. You can take that email script with the link within it and send out to whomever needs access. We can also password protect the store if you only want certain people to view it.
Q: How long will it take my order to ship?
A: From the date you approve your art is the date we begin printing your garments. Take that date and add on 10 days, and that will be around the time we will ship. It will vary if you have a big order vs a small order, but generally speaking, this is the guideline you should follow.
Q: Can you do rush shipping?
A: We can offer rush shipping if you have a specific deadline date when something needs to arrive. When you place your order, you will want to speak with your assigned account manager, or, a customer care team member to advise us why you want it rushed and what date it needs to arrive by. *There may be a rush fee depending on how fast you need it, but it depends on the circumstances.
Q: Can you ship international, or only domestic?
A: Yes, we can ship international.
Q: How long will it take my order to get to me?
A: We ship based on the desired deadline date and complexity of the order. If you need it quickly, most orders ship within 10 business days or less. Just let us know when you need it by, and we will work hard to make that happen.
Q: How many do I have to order?
A: The minimum quantity for screen printing is six (unless it is a special tee design that is a flash sale). If it is embroidery, there are no minimums.
Q: How can I get help with my order?
A: To get help with your order, simply contact customer care Monday-Friday from 8:30am-7pm Eastern standard time: 800-439-8614, or email us at firstname.lastname@example.org, or, use the chat feature and someone will be with you as soon as possible.
Q: How do I order my design with different products, colors, and sizes?
A: Let’s say you want 10 smalls in blue, 20 larges in red, and 30 XL’s in green. Order each set one at a time and add to the cart. For faster ordering on larger orders, simply give us a call. We are available Monday-Friday from 8:30am-7pm Eastern standard time: 800-439-8614, or email us at email@example.com
Q: What happens after I place my order?
A: After your order is placed, it is sent to order management to get the pieces ordered and to review your art request. The art production artist will then create your art, and you will receive an email asking for art approval, so check your inbox often (even your junk mail)! Once you approve the art, it is sent to get printed. We will then notify you of an expected completion date and when the order will ship/be available for pick up.
Q: What if I have a problem with my order?
A: If you have any issues with your order, please contact our customer service team immediately and we will take care of it right away. We pride ourselves on customer care and making sure you get exactly what you asked for, so please reach out and we will help. We are available Monday-Friday from 8am-6pm Eastern standard time: 800-439-8614.
Q: How can I place a reorder?
A: If you created an account online, you can pull your last order up and do a reorder. If you placed over the phone, you should have an order number attached to the order and you can call and we can look it up for you. We are available Monday-Friday from 8am-6pm Eastern standard time: 800-439-8614.
Q: How can I raise money for my team?
A: If you get a store built through us, we can set it up so a portion of the proceeds goes towards fundraising goals. It’s often in the amount of anywhere between 2%-5%.
Q: How soon can I get my fundraising check?
A: Once you close your store, the check will be released within 90 days. It takes time to process and divide the payments from what is fundraising money versus apparel money, and it filters through our accounting team. If you do not receive your check within the 90 days, then reach out and we will get it taken care of right away.
Q: How can I advertise my fundraiser?
A: You will get a store built through our store-building Ares team. When it’s up and running, we will provide you with a link. Use this link to email to everyone that would be interested in the fundraiser, and let them know the percent that goes towards it, and ask them to order.
Q: What is your return policy?
A: We don’t accept returns on customized items. If you have blank garments, we will gladly take those back. You may call our friendly customer service team to request a return label. We are available Monday-Friday from 8am-6pm Eastern standard time: 800-439-8614.
Q: I sent my return back. How long will it take to get a refund or a replacement?
A: If you requested a refund, please allow 30 business days max to process. If you requested a replacement, you should expect that within 2-3 weeks for larger orders, and 10 days for smaller orders.
Q: How do the garments fit?
A: The way a garment fits depends on the vendor. For example, if it is an Under Armour tee, it may fit differently than an S&S tee. The best way to get a better idea of how it will fit on your body type is to go to the vendors’ websites, look up the item, and see the reviews/sizing charts associated with it.
Q: What sizes do you offer?
A: It can vary per garment, but generally speaking we carry sizes in Small, Medium, Large, X-Large, 2XL. We can sometimes get bigger sizes depending on what the item is, so just give us a call or chat us to inquire.
Q: Do you send product samples?
A: Yes. Samples require payment upfront with a credit card or PO. The samples can be returned to us in the same new condition within 30 days for full credit minus the freight cost. After 30 days the samples are non-refundable. You must call our sales support team at 800-439-8614 or email at firstname.lastname@example.org to request a return authorization number and shipping instructions prior to shipping. Shipments received without an authorization number will be rejected.
Q: Why will you not refund for samples after 30 days?
A: We have to pay our supplier for the sample upfront. They will not refund us after 30 days.
Q: What’s vector art?
A: A type of graphic that uses mathematical algorithms, allowing the image to be scaled or modified without loss of image quality or resolution. These images are easy to resize or rescale and result in a better quality graphic. It is created in Adobe Illustrator.
Q: Why is vector art important?
A: Supplying a vector graphic gives your design the opportunity to be screen printed at its best quality. The end result is a crisp, clear and readable image no matter what the final output or size. For non-vector art, the higher the resolution, the better! No less than 300dpi for JPG’s or PNG files.
Q: My graphic artist sent me a bunch of files I can’t open. Is that what you need?
A: Yes! If a graphic artist created a logo for you, they likely have the vector file in .eps or .ai format. If you don’t have Adobe Illustrator, you won’t be able to view those files. However, if it’s a true vector file, it can be saved as a .PDF so everyone can view the file! A great graphic artist will always supply a vector PDF.
Q: I just found an image online that I liked. Can you use that?
A: There are copyright laws, but we can use the image as inspiration to create a design that’s uniquely yours!
Q: I like the font in the image I found. Can you use that?
A: There are millions of fonts, but we’ll always do our best to find that exact font. Some fonts are not free, but a great free font resource is dafont.com or 1001fonts.com. A great resource for finding the name of a font is WhatTheFont.com. Once we know the name, we can usually locate it for use.
Q: Can I get a drawing put on a shirt?
A: The best kind of drawing to submit would resemble a blank coloring book page. We’ll scan it and add the colors in for you. You can also use our design builder to help.
Q: What’s the most colors I can get printed?
A: Six is the max.
Q: Will my design look good on light or dark garments?
A: It can look good on both! For dark garments we’ll give your design a white under-base. Kind of like when you prime a wall to be painted. The white under-base will make the ink colors pop.
Q: How can I customize my garment with a name or number?
A: For names or numbers, give customer service a call and they will assign you to an account manager who can get a custom order started for you.
Q: How can I get help with my design?
A: We have art production designers on staff who are ready to help! Let us take over and create the art you are looking for. To get something started, contact customer care Monday-Friday from 8:30am-7pm Eastern standard time: 800-439-8614, or email them at email@example.com. You can also use our design builder to start creating.
Q: When do I need to approve my art?
A: You will get an email from our team asking for an art approval. You want to approve that asap as the sooner you approve, the sooner we can print.
Q: What if I missed the email and didn’t approve? What happens to the order?
A: The order will not print until we have an official approval. If you never received the email, first check your spam/junk folders, and if not located call us immediately to get it resent. If the order is not approved within the set schedule, it could be delayed.
Q: What if I reject the approval and want changes?
A: We will receive your rejection notice along with your change notes. It will then route back to our art production team who will make edits, and you will be receiving another art approval email soon after.
Q: Will you charge me if I approved the art, and then remembered a change and want changes?
A: It depends on if it already went to print. If we can stop it before printing, there are no charges. If it’s already printing, there will be additional fees involved.
Q: What are my payment options?
A: Whether you are paying online or over the phone, you have multiple payment options. You can pay for your order with a debit or credit card (Mastercard, VISA, American Express, Discover), with a check, or a purchase order (PO)* if approved for credit (generally for large institutions, such as schools or bigger corporations).
Q: Can you bill me later?
A: If you are approved for credit, we can. Generally—it is schools or larger institutions that would qualify, so please call in to ask if you can get a credit application. We are available Monday-Friday from 8am-6pm Eastern standard time: 800-439-8614.
Q: How do I figure out my pricing?
A: Each garment has a standard cost that is the blank pricing without decoration. If you wish to add a design to your garment, then you also add on the cost of that custom design.
Q: How do I apply a promo code to reduce the cost?
A: There is a section in the checkout titled “Promo Code”. Please enter it there to receive your discount. If you call in instead to place an order, simply provide that code to the rep you speak with.
Q: How do I get a price quote?
A: There are several ways to get a quote. You can use our chat feature on the website to inquire and customer care will get back with you to provide. You can also click on the “contact us” page and request a quote. You can also call us to ask: We are available Monday-Friday from 8am-6pm Eastern standard time: 800-439-8614.