Start a Ticket Regarding your Online Store Order
BEFORE YOU SUBMIT YOUR TICKET
Please look through our FAQ below to see if we already have an answer for you. We've been asked lots of questions lots of times and the top answers to the most common questions have been added below. We welcome specific questions pertaining to your personal order, and for those, please fill out the form below and an online store customer service representative will get back to you in 1-2 business days or sooner.
Frequently Asked Questions
We strive to ship out orders within 2-3 weeks of your order submission online. Peak season (late October through Christmas) usually runs close to 3 weeks just due to overall volume. Other times we are much closer to 2 weeks and even one week at times.
We don't create shipping labels until we are ready to ship your order. Once a label is created an email is sent with your tracking as well as the number of items that have shipped.
We have hundreds of orders in various stages of production on our floor at all times. Because of this, singling out a single order is next to impossible. We try to ship within the 2-3 week production window from ordering. If there are delays, we will notify you, but unfortunately, we don't have a way to expedited or change your shipping method.
With a 2-3 week window on order producion, we recommend submitting your order the first week of December or earlier if you are planning on using your order for a holiday gift. We make every attempt to ship as many orders prior to UPS's ground cutoff for holiday delivery, but to be safe, the sooner you order, the better chance you have of receiving your item in plenty of time.
Our production facility is located in South Bend, IN. Below is a Ground Transit Map from UPS. If you placed an individual order, you will receive tracking for your order using UPS Ground. If you placed a bulk order, your order will be shipped along with others in your organization and you will be notified that your order is complete. Actual distribution from your organizational contact to you will be based on their time table once the bulk order is received.
There is not currently a way to see a live production status of your order. When all the parts of your order are complete, and your box ships, you will receive a tracking notice. If any items were backordered, you should have been previously notified and your tracking will read 2 of 3 items or something to that effect. Please note that orders that request free bulk shipping will not get a tracking number, just a notification that our order was completed.
In order to help mitigate inventory issues we offer items in our stores that have great stock in many colors. However, even with live inventory from our suppliers, sometimes stock isn't correctly represented. If you are notified of a backorder, it means inventory didn't make it in or is no longer available. If you'd like to wait, we will keep your item on backorder and ship when it comes in, or if you prefer, we can refund you for that item.
Unfortunately, once an order is placed, we are not able to edit the size or color of an item. Size charts are provided by the supplier and assigned to products with sizes. If we are missing a size chart or you have questions about the fit of an item, please submit a ticket and let us know BEFORE submitting your order. If there is an issue with stock or a backorder, we will notify you and offer a replacement item or refund.
Just as we are not able to edit the size or color of an item, because of the one-off, on demand, nature of custom apparel, we don't have a way for you to exchange your item. You can always order another item from your store in a larger size. Size charts are provided by the supplier and assigned to products with sizes. If we are missing a size chart or you have questoins about the fit of an item, please submit a ticket and let us know BEFORE submitting your order.
Submit a ticket below. We may ask for supporting information like photos, or we may even send you a shipping label to return the piece to us, but if there is a defect, we will replace or refund your item.
We're all human. There is a chance we put your label on someone else's box, or we simply put the wrong design on your garment. We'll do whatever we can to get your items corrected and replaced as soon as possible. Please, submit a ticket below. We may ask for supporting information like photos, or we may even send you a shipping label to return the piece to us, but if you got the wrong item(s) or design(s) from what you ordered, rest assured, we'll make it right for you.
