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Customer Help

Welcome to our Help Center. This page is designed specifically for customers who have already placed an order with us. Whether you need to track a package, understand our production process, or resolve a payment question, you will find the necessary guidance below.

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1. Order Tracking & Order Status

Staying updated on your order is simple. Once your item leaves our facility, you can monitor its journey directly.

  • How to track: Visit our Order Tracking page and enter your order number and email address.
  • Tracking Activation: Please allow 24–48 hours after you receive your shipment confirmation email for the carrier to update the tracking link in their system.
  • Status Meanings: “Processing” means your order is being printed and prepared. “Shipped” means it is with the carrier. “Delivered” means the carrier has confirmed drop-off at your provided address.

If your tracking shows no updates for several days while in transit, this is often due to carrier delays between sorting hubs. Most packages resume movement shortly.

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2. Production & Processing

We use a made-to-order (Print-on-Demand) model. This means we don’t keep a warehouse of pre-printed clothes. Instead, your apparel is created specifically for you after your order is confirmed.

Timing: Order processing takes 1–2 business days. Because our production team begins work shortly after checkout to meet delivery timelines, orders can only be modified or canceled within 24 hours of purchase. Once an item enters production, the custom nature of the work prevents further changes or cancellations.

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3. Shipping & Delivery Help

We ship exclusively within the United States. While we ensure your package is processed quickly, transit is handled by third-party carriers.

  • Estimated Delivery: The total estimated delivery time is 5–9 business days (1–2 days for processing plus 4–7 days for transit).
  • Delays: If your delivery is delayed, check the carrier’s website for weather alerts or seasonal high-volume notices.
  • Marked “Delivered” but not received: Check with neighbors, apartment managers, or around your porch. Carriers occasionally mark items delivered a few hours before the actual drop-off. For more information, please review our Shipping Policy.

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4. Payment Issues & Checkout Help

We accept payments via PayPal. You can pay using your PayPal balance or via debit/credit card through the PayPal Guest Checkout option (no PayPal account required).

  • Failed Payments: If your payment fails, double-check your billing zip code and CVV number. PayPal handles all payment security to keep your card details private from our store.
  • Duplicate Charges: You may see a “pending authorization” and a “final charge” on your statement. This is normal banking behavior and the pending hold will disappear.
  • Billing Questions: For a full list of accepted methods, please see our Payment Policy.

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5. Returns, Defects & Refund Process

Because items are made-to-order, returns are only accepted for defective products or fulfillment errors. This includes printing mistakes, damaged fabric, or receiving the wrong item.

  • Reporting an Issue: You must report defective or incorrect items within 30 business days of delivery.
  • The Process: Email us with your order number and clear photos of the defect. Once reviewed and approved by support, we will issue a free replacement or a refund.
  • Policy Truth: All eligibility rules, including the 60-day return window, are defined in our Returns & Refunds Policy.

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6. Common “If–Then” Scenarios

  • If I entered the wrong address: Contact us within 24 hours of purchase. After this window, we cannot guarantee the address can be changed as the order may have already shipped.
  • If my package is delayed: Wait for the 9th business day to pass before contacting support, as carriers often experience minor transit fluctuations.
  • If I received the wrong item: Take a photo of the item and the packing slip, then contact our support team to start the replacement process.
  • If tracking hasn’t updated: Wait at least 48 hours after receiving your tracking number. Carriers often take time to scan packages into their digital systems.

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7. When to Contact Customer Support

Our support team is available to help when your tracking information is unclear or when you encounter a fulfillment error. We aim to respond to all inquiries within 1 business day.

Please prepare:

  • Your Order Number
  • The email address used for the purchase
  • Clear photos (if reporting a defect)

We are committed to providing a professional and helpful experience to resolve any post-purchase concerns you may have.

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