Frequently Asked Questions

1. What is needed from buyer for an issue with the quality of the print or embroidery?

A clear photo of the received product laid on a flat surface in which the design and the issue are clearly visible in a single frame.

2. What is needed from buyer for an issue with the print placement (distance from collar, off-center, etc.)?

A clear photo of the received product laid on a flat surface where the incorrect placement is shown with a ruler/measuring tape.

For DTG products, there is a tolerance of 0.5" for print placement.

3. What is needed from buyer if "print in the wrong area is claimed"?

A clear photo of the product you received, folded in a way that clearly displays both sides.

4. What is needed from buyer if "Wrong product" is claimed?

A photo of the product that was received, with the size tag clearly visible as well.

5. What is needed from buyers for an issue with the product (incorrect size, brand, quality)?

A clear photo of the received product where the design, issue, and/or size tag are clearly visible in a single frame.

6. What is needed from buyers for a product sizing issue (manufacturer’s defect)?

A clear photo of the received product being measured according to the measurements provided in the catalog’s size chart. Both the print and the measurement should be clearly visible and the garment should be laid on a flat surface.

The tolerance is +/- 1” for adult garments and +/- 0.5” for baby clothing.

7. What is needed from buyers for delivery-related product damage?

A photo or video of the received product where the package and the issue are clearly visible.