FAQs for Products, Delivery, Orders and Returns
How are your products made?
We work with a print-on-demand drop shipper and every order is printed or embroidered bespoke, we do not carry stock items. The printing is done via Direct-to-Garment (DTG), sublimation or inkjet.
What is Direct-to-Garment printing?
The standard process of our print partner is the Direct to Garment (DTG) method of printing. That means we can create photo quality prints. DTG is a process of printing on textiles using specialised aqueous ink jet technology. DTG printers typically have a platen designed to hold the garment in a fixed position, and the printer inks are jetted or sprayed onto the textile by the print head. DTG typically requires that the garment be pre-treated with a PTM or Pre-treatment machine allowing for the following:
- Stronger bond between garment fibres and the pigmented inks
- Lays down loose fibres to provide for a smoother substrate
- Chemically reacts with the inks to promote drying and curing
Since this is a digital process the print is sharper and has a higher resolution, or DPI, than traditional printing methods such as screen printing. However, unlike screen printing, there is no long setup or clean-up process, and DTG has the ability to print just one single shirt.
What is sublimation printing?
All-over printing or sublimation is a printing process where the design is printed on paper with dye ink and then transferred directly onto the fabric with heat. Sublimation lets you cover all of the garment with your design instead of, for example, DTG printing that has a smaller area to work with.
What inks do you use in your printing?
DTG PRODUCTS (e.g. front printed t-shirts and hoodies)
For DTG products, we use Kornit Water-based and NeoPigment inks that are Oeko-Tex™ certified, which means they are safe to print on children’s clothing and reduce environmental waste. These inks provide a high washing colorfast AATCC rating of 4.
SUBLIMATION PRODUCTS (e.g. flip flops and all over print garments)
We use Mimaki Dye Sublimation Ink Sb411 and Sawgrass SubliJet HD ink for sublimation products. Both of these inks are Oeko-Tex™ certified. For some sublimation products, we also use MYSUBLI-E Sublimation Transfer Ink.
We use Mimaki UV Inkjet Ink Lus 120 ink for phone cases. This ink is GREENGUARD Gold certified, which means the ink meets the gold certification for building materials, finishes, and furnishings.
We use Epson UltraChrome GS3 ink. This ink is also GREENGUARD Gold certified.
OTHER NON-APPAREL PRODUCTS
For mugs, we use Saw grass SubliJet HD ink. For selected non-apparel products, stickers, and canvas, we use EPSON SC80610/80600 ink.
How durable are DTG printed shirts compared to Screen Printed shirts?
Our supplier has been DTG printing for years and their experience is that DTG printed shirts are just as durable as screen printed shirts when it comes to washability.
Why does my item 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.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discolouration is noticeable, the quality control team will include a card explaining that it's from the fixation agent.
Where are your products made?
Our print partner has locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! UK customers please be aware that none of our print facilities are in the UK so all items are imported.
When will I get my order?
Usually, it takes 3–7 days to fulfil an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
- Europe: 6–8 business days
- Australia: 2–14 business days
- Japan: 4–8 business days
- International: 10–20 business days
Will Covid-19 affect deliveries?
Our fulfilment times [for all products/t-shirts/phone cases/etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges.
Where will my order ship from?
We work with an on-demand order fulfilment company with facilities worldwide!
Will I be charged customs tax for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
UK customers please be aware that none of our print facilities are in the UK so all items are imported, orders over £135 will incur a customs charge at the point of delivery, which means you will have to pay the carrier before they can deliver.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
- Ask your local post office if they have your package
- Stop by your neighbours in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbours, get in touch with us at firstname.lastname@example.org with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost. Please see our Refund and Return policy for what to do.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at email@example.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at firstname.lastname@example.org within 14 days of delivery with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Read our full Refund and Returns Policy to see exactly how to do this.
What’s your return policy?
We offer returns and exchanges for certain reasons, for example items that are damaged in transit or it has been printed poorly. But if there’s something wrong with your order, please read our Refund and Returns Policy .
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at please read our Refund and Returns Policy .
Can I exchange an item for a different size/colour?
Because every item bought has to be printed especially for that customer size exchanges are not as simple as returning an item and swapping it for another from stock. We include size charts on all product pages and encourage customers to measure themselves correctly based on those charts, so if you’re unsure which size would fit better please refer to those. You’ll find them in the product description. If you have received an order and want to exchange one or more items for a different size or colour please see the Size exchange section in our Refund and Returns Policy .