FAQ

Frequently Asked Questions
We focus on three core values - be consistent, be efficient, and add value.


WHAT KIND OF ARTWORK IS REQUIRED FOR SCREEN PRINTING?
For the best quality result, we use vector files (.ai, .pdf, .eps, or .svg). We can also use raster images only for DTG printing (.psd, .pdf, .tif) at 300 DPI. If you’re not sure your artwork meets these standards, just drop us a line and we’ll let you know!

WHAT KIND OF ARTWORK IS REQUIRED FOR EMBROIDERY?
Most image types will work well for embroidery, but for the best quality we use vector files (.ai, .pdf, .eps, or .svg). Designing for embroidery can be tricky, however, as high-detail work doesn’t often render out on the final product. The best results use bold, large areas of stitching. We’d be happy to work with you on editing your art for optimal embroidery.

DOES YOU SAVE ART FILES FOR REORDERS?
Absolutely, under the original order number.

IS IT EASY TO REORDER?
Not a problem! Review your previous orders and create a new PO and reference the original PO# for your reorder.. You can update quantities, shipping addresses, and more. 

CAN I GET ASSISTANCE OVER THE PHONE?
Just give us a call at 555.555.1212 and we’ll be happy to chat. We are also standing by on our site’s web messenger to help you out. Just have your reference number handy!

WHAT IF I RECEIVE MORE OR LESS THAN I ORDER?
If you receive less than the quantity you ordered, we will immediately rectify the situation with a second shipment or issue a credit to your account. If this issue arises, ink + thread accepts no liability on delays caused by third party suppliers. All rush fees or other costs associated with an issue as this one are your responsibility. 

DO YOU PROVIDE PROOFS?
Digi-Mockups are sent for your approval 3-4 Days prior to printing. We need an approval from you NO LATER than 10 am the day after in order to make sure your prints and ships on time.

WHAT IS SPOILAGE?
Spoilage is a garment that doesn’t meet our quality standards. We have an industry average 3% spoilage rate, which means if the number of garments spoiled amounts to over 3% of your order, we’ll apply a discount to your order equivalent to the cost of the loss. In the event that exact quantities are needed, one additional garment of each size or 3% over the exact quantity is required.

CAN YOU SPLIT SHIPMENTS?
No problem! You can add shipping instructions in the notes section of your order we’ll apply a drop-ship charge to your total.

WHAT'S THE TURNAROUND TIME FOR AN ORDER? Most orders will be produced within 7 business days. Prduction time begins once all goods have reached us and art has been approved. If for any reason we cannot meet your requested ship date, we will notify you ahead of time. We can do Rush Orders, please contact us first to see if we can accomodate you.

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