FAQ
Here’s some answers to frequently asked questions.
[/text_box] [/ux_banner] [row] [col span__sm=”12″] [accordion] [accordion-item title=”How should I clean my hats?”]The best way to clean your caps is to hand-wash them instead of placing them in a washing machine. This will help with retaining their shape and won’t diminish the quality of the embroidered design.
We recommend you wash them with a mild detergent (not bleach), in lukewarm water. If there are any spots that require more attention, then you can use a brush with soft bristles.
You can also check with the manufacturer directly or search YouTube for other recommendations.
[/accordion-item] [accordion-item title=”Why Is my order on hold?”]Why do we hold orders?
We may occasionally place your order on hold due to print file issues, security concerns, address confirmation and similar. Essentially – whenever we need to verify something with you or require changes to the order.
How are holds removed?
Once you’ve updated your order, we need to go back and review it before the hold can be removed. This is to avoid repeated holds in case the update didn’t go through or there are more issues.
In some cases (typically for minor issues) we may let you remove the hold yourself – in that case you’ll see a ”remove hold” button in your dashboard.
What should I do after my order is placed on hold?
- Open your order (or hold email) and read the message.
- If an update is required – make the necessary changes to your order, then request hold removal. This will send us a notification that your order is ready for review.
- If an update is not required or you wish to proceed as is – simply respond to the original hold email letting us know about your decision.
- Once our team has reviewed the order, we’ll release the hold or get in touch with you for further confirmation.
Note: you can’t request to ‘proceed as is’ for all hold types. For example, holds relating to print file content, inside label information, security.
[/accordion-item] [accordion-item title=”Why do some of my shirts have a vinegar smell?”]When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date. DO NOT RETURN MERCHANDISE. CALL EMAIL US FIRST:
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