Frequently Asked Questions

1. What Is the Order Process?
2. I Need Help with My Design. What Are My Options?
3. How Do I Obtain a Product Quote?
4. What Should I Expect Once My Order Is Placed?
5. How Can I Quickly Locate Items?
6. How Do I Obtain Color and Size Information?
7. Do You Offer Discounts?
8. Do You Offer Product Specials?
9. What Forms of Payment Do You Accept?
10. How Do I Check the Status of My Order?
11. What Is the Re-Order Process?
12. How do I Submit the Artwork for My Design?
13. How Do I Return Damaged Merchandise?
14. Why Aren't Actual Shipping Charges Included in My Order?
15. How Long Will it Take for My Order to Arrive?
16. Do You Offer Rush Services?

Send for your artwork using the following method:

1. You Have Camera Ready Artwork . Online orders will receive a confirmation email once the order is placed. Attach your artwork and reply to your confirmation email to send your art files.
   
2. If You Don't Have an Existing Design. Once you have placed your order, send an email to support@customtshirtmakers.com with a description of what you want printed on your item(s) with as much detail as you have available. We will contact you to follow up on your artwork. Also visit our image gallery for design images that can be used with your logo, text or special meessage to for a custom imprint.

Specific instructions are available in our Artwork Guidelines. If you have an art department or a graphic designer, you can provide him or her with a copy of our guidelines to help in creating a design for you. You can also call our office at 1-888-838-6563 with any questions.

How Do I Obtain a Product Quote?

To obtain a quote for items with a one color, one location imprint, go through the normal order process, following these easy steps:

1. Navigate to and select a T-Shirt or promotional item, select desired Options.
   
2. Enter the Quantity for each size wanted and click "Add to Cart".
   
3. Select "Checkout".
   
4. Enter your Zip Code and click "Update Total" to obtain product subtotals and a Shipping Estimate.
   
5. Click "Checkout" again and enter your Customer Billing Information.
   
6. For Payment Method choose "Purchase Order". You will not be required to submit any payment information.
   
7. Click "Checkout".
   
8. Choose Shipment Type wanted (UPS Ground is the default) and click "Checkout".
   
9. The Set up Charge, if applicable will be applied to your order. This should provid you with the total cost with estimates for shipping and sales tax.
   
10. When you submit the order, your quote will be Emailed to the email address provided.

PLEASE NOTE: For items that are not on our website (for example products in our Best Buys Catalog) or for complex orders (for more than one imprint color/location) request a quote or call us at 1-888-838-6563.

What Should I Expect Once My Order Is Placed?

You are kept informed throughout the order process, until the order is delivered to your location. We will contact you if there are any changes to get your approval before proceeding with the order.

Order Confirmation - For fax or online orders, you will receive a confirmation email when we receive your order. When you receive your confirmation email, hit "Reply" and attach camera ready artwork files to send them to us. If you don't have camera ready art or if that is not possible, contact us.

Receive Artwork and Order - We will notify you if we have not received your artwork within two days after we receive your order. Once we have received the order and artwork, we will review the order to make sure that everything we need to process the order is complete. If we have questions or there is additional information needed, we will contact you.

The Order is Sent to Production - Production is where they actually add the imprint to your product. Credit card orders will be charged once the order is ready to be imprinted.

Order Shipment to Your Location - Once the items are imprinted they will be shipped using the shipment method chosen during checkout or by a carrier selected at the descretion of the factory. Once the item ships we can obtain tracking information so that you can track your packages. We will send tracking information to your once we obtain your ship date.

Feedback - We also ask that you send us your feedback by providing a product review or completing our feedback survey. Complete details are provided in your tracking email.

How Do I Obtain Color and Size Information?

Available colors are listed with each product, and where available, the actual color swatches. Please be aware that screen colors may vary based on browser and monitor settings. For exact coloring, many manufacturers offer PMS color matching for an additional charge. Contact us if PMS colors are required.

Each apparel item has a link to a spec sheet that provides sizing and dimensions. Imprint areas are provided with each product as well, with product details.

Do You Offer Discounts?

Table 1.1

Most products are priced based on quantity. A pricing grid (shown above) is included with some items where quantity pricing is applicable. Pricing will be adjusted based on the quantity entered when items are added to your shopping cart. With quantity discounts, the potential for savings increases as the quantity ordered increases. If quantity discounts are available, there will be a quantity discount table like the one above.

End Quantity Pricing. Promotional apparel items on our D and S apparel website are available with end quantity pricing (EQP) and free shipping for 2009. This means that you pay the price listed at the "end" or "last row" of the quantity discount table. So for example, end quantity pricing would mean that the buyer would pay $5.37 for any quantity in colors in Table 1.1 as long as the minimum quantity of 24 is purchased.

Do You Offer Product Specials?

Yes, current specials are listed on the main menu under "Products > Specials".

We also have the Windjammer our new online catalog that is packed with product specials. Browse manufacturer's flyers in PDF format by clicking here.

What Forms of Payment Do You Accept?

We accept MasterCard, VISA, American Express, Money Orders, Pay Pal Express, Amazon Payments, Purchase Orders (with prior credit approval) and Cashier's Checks. If you have any questions, contact us for clarification.

How Do I Check the Status of My Order?

Once your order has been received by our office, you will receive an email confirmation. If you have questions about your order at any time you can contact us toll free at 1-888-838-6563 or contact us and provide the customer's name and order number listed in your order confirmation.

What Is Your Re-Order Process?

If you have placed an order with us within the last two years, you can easily re-order items by giving us a call or contacting us via email. If we created the artwork for your previous order, we maintain your customer information and artwork for two years. Certain factories also maintain your artwork and will provide a discount for re-orders.

To order using a new imprint, submit your order details and forward the new artwork files. For any questions, call us toll free at 1-888-838-6563.

How do I Submit the Artwork for My Design?

You can attach your artwork and reply to your confirmation email. If you don't have a design, visit our image gallery and read our artwork guidelines for ideas and information on submitting your art files. If you have questions or need minor modifications to existing artwork we provide free artwork assistance. We will not forward or modify your artwork files without your request and approval.

How Do I Return Merchandise Due to Freight Damage?

If you find that the items are defective and need to be returned, please follow these procedures:

1. Check your order immediately upon receipt and retain the integrity of the original packaging as much as possible.
   
2. Contact our office as soon as possible* if you find that your items are defective or damaged prior to returning them.
   
3. We will provide you with a return authorization number to include with your return along with instructions for returning the damaged items. It's very important that you receive a return authorization, many factories won't take returns without one.

• Damage claims must be filed with the carrier within five (5) working days of receipt of the items.

Why Aren't Actual Shipping Charges Included in My Order?

Shipping carriers are chosen based on the service you select during checkout when it's possible. However the final selection is made by our vendors based on the item(s) in the order (perishable, glass, fragile, etc.), the location of the vendor and your delivery address. All orders are shipped using the best and most economical method to ensure product integrity and on-time delivery.

At the time the order is placed, we provide an estimated shipping cost as a customer courtesy. We obtain the shipping estimate from UPS, however your order may be delivered using a number of other carriers. If you have items coming from various manufacturers there may be more than one carrier involved as well.

Once your items have been delivered, a separate invoice will be sent to the billing address provided in the order for actual shipping costs incurred or any remaining shipping balances if you were charged in the original order. In most cases, the payment method used for the order will be used to pay for shipping. If the customer paid more than the actual cost, a refund will be issued once the items have been delivered.

Please note that freight charged for oversized cartons will be subject to dimensional weight restrictions by carrier. Incorrect address and zip codes are subject to a charge back per carton by the carrier as well.

How Long Will it Take for My Order to Arrive?

An approximate production time is stated in each product description. The posted production time does not include shipping time. Orders usually take 7-10 business days for production once the order has been received and all artwork has been approved. When planning an event, the best rule of thumb is to allow about 6-8 weeks for production and shipment of your items, especially if you are submitting an initial order or a large order.

The clock does not start ticking until the manufacturer has received camera ready artwork and all questions have been answered regarding your order. Additionally production time is stated in working days, not calendar days, and holidays are not included. Production time does not include time for shipment to your delivery address.

The standard process involved in creating your custom printed piece includes order submission (order and artwork), receipt of your order by the vendor, actual production, and shipment (which depends on the shipping carrier and type selected during checkout).

Common issues that may cause your order to take longer than the stated production time include creation of artwork, artwork formatting issues, multiple imprint colors and locations, order changes, special packaging, and proof approvals. You can speak to a sales associate if you have questions by calling toll free 1-888-838-6563.