FREQUENTLY ASKED QUESTIONS

Let us help you bring your vision to life. We're always happy to work with customers to develop the perfect design. With your ideas and our experience and knowledge, anything is possible. 

How do I place an order?

You may place an order via email, telephone, or in person at our physical location. Click here for our contact information.

Before you place an order, please be certain you have all the information regarding the sizes and quantities, garments and decorations for your project.

 

A deposit is required for all new artwork and orders, usually 50% of the order total. The deposit will be applied toward the balance of your order.

 

After your order is created, you will receive a quote approval email. Please carefully review the information to assure that we have it correct.

 

Once your quote has been approved and deposit paid, we will order your garments. Therefore, changes or cancellations will delay the printing process and may result in extra costs. You will be notified if this is the case. Cancellations will incur a 20% restocking fee, passed on from our suppliers.

Artistic mock-ups of your order will be sent for approval. We will not proceed with the order until you have approved the art and the mockups. Once approved, we will produce your garments to these specifications.

When will I receive my order?

Our standard turnaround time is 10 business days from the date your final order is confirmed and the deposit paid. This is dependent upon garment availability and seasonal demand, and current turnaround times will be quoted when you place your order.

Rush delivery is available. However, our ability to rush deliver is entirely dependent upon our current production schedule and garment availability.

 

We will always let you know when your order will be ready. You will receive an email notification and a phone call when it is complete.

If any changes are made to the original order, production time may be delayed. You will be notified if this is the case.

How and when can I pay?

We accept cash, money order, cashier’s check, personal check, and Visa and Mastercard credit/debit cards. You can pay your deposits and final payments in person or online using our payment portal.

Final payment is due when you pick up your order. Any deposits previously made against the order will apply.

 

Payments via purchase order are offered as a convenience exclusively for qualified institutions, such as universities, government entities, and large corporations with established PO systems and good payment history.

 

A $35.00 charge will apply to all returned checks.

What are my garment options?

We screen print short sleeve tees, long sleeve tees, tank tops, sweatshirts, hoodies, jackets, sweatpants, shorts, bags, and more.

We embroider tees, shirts, polos, jackets, sweatshirts, totes, book bags, blankets, hats, caps, and more.

 

To view a full line of products and apparel, click here. If you're not sure what you're looking for, or would like to see a sample, please feel free to contact us.

 

We do not hold inventory at our location; instead, we purchase exactly what you need for your order. Any order cancellations will therefore be subject to a restocking fee of 20% of your order ($25.00 minimum). This is determined by our vendors.

 

Size charts and spec sheets are available for all brands and styles. If you are uncertain about a size, please ask. 

I would like to provide my own garments. Is this acceptable?

We may accept certain customer-supplied items for embroidery and some vinyl applications on a case by case basis. Order quantity minimums still apply, and we may not be able to accommodate customer-supplied garments during our busiest times of the year.

 

We take great care in handling your merchandise; still, machine and/or operator error can occur. While we do not anticipate any problems with embroidering on customer supplied garments, we will not be held responsible for damages to the garments incurred by the embroidery process.

We cannot accept customer supplied garments for screen printing. The ink reactions and the application of heat in these production processes can damage garments, requiring that we source appropriate garments for these methods.

How is price determined?

Several factors determine the price of screen printed garments:  

Total quantity of garments ordered.*

Garment style and material.

Garment color; dark colors may require additional press passes.

Number of ink colors printed on the garment.

Number of locations printed on the garment; front, back, sleeves, etc.

Several factors determine the price of embroidered garments:  

Total quantity of garments ordered.*

Style and material of garment.

Stitch count of the logo. This is the number of stitches used to embroider the design.  

* We offer quantity-based savings. Custom printing and embroidery requires significant setup; when we are able to use one set-up for a large quantity of garments, we save time and are able to pass the savings onto you.

For a more detailed discussion of these cost drivers, click here.

What are set-up and digitizing fees?

We strive to keep setup fees to a minimum. One of the advantages of having over 30 years of art files is that most reprints or small modifications do not require any extra fees. We do charge art fees for new designs and major modifications to existing art. These generally include our graphic designer's time and expertise, and most can be achieved in an hour of design time. Unfortunately, we can only do graphic design to support our garment decoration services.

For embroidery, digitizing fees cover the cost and time of transforming your design into a format that is compatible with our embroidery software and sewing out the design to assure it meets our quality standards. Digitizing fees are usually a one-time charge, as long as the design and size stay the same.

Production set-up costs, which reflect the time and materials associated with getting  your design into production, cover film charges, screen preparation costs and the time to set up the equipment.

What is an order minimum? How is it determined?

Order minimums are the minimum quantity of garments you must order per decoration and are required because of the significant set-up times associated with custom decoration.

 

For screen printing, the minimum is 10 garments per design. However, complex designs (multiple colors and print locations) will be very expensive at low quantities because the setup costs can be significant.

 

For embroidery, the minimum is 6 garments all receiving the same design.

 

Unfortunately we can only do personalizations and monograms as an add-on to a larger order of garments. This applies to both embroidery and vinyl.

What if I want the same design printed on several types of garments?

We are happy to let you mix and match garment styles and colors! There are a few things to keep in mind:​

 

Different garment styles will have different prices, depending on their material and fit.


Adding 100% polyester (performance) garments to an order can affect the price of all garments in the order, as poly printing can be more expensive.

 

Contrasting garments may require an ink color change, in which we print the same design with a different ink colors. A color change fee may apply or we may treat each print batch as a unique design for pricing.

In both of the above cases, we will organize the work in the most economical way we can for you.

Do you accept returns?

We will accept returns only if the product is defective or damaged. Every precaution is taken to ensure your order is correct.

Please follow washing instructions on garment and do not iron imprinted area! We will not be responsible for improper handling.

I am tax exempt. What do I need to do?

We are required by law to collect sales tax on sales of goods unless we have a properly completed and signed West Virginia Sales Tax Exemption Certificate. Please let us know if you are tax exempt and email, fax, or deliver a physical copy of your WV Sales Tax Exemption Certificate.

Being a non-profit does not specifically qualify your organization as exempt from sales tax. You would need either a resale certificate or another document from the State of West Virginia specifically exempting your organization from sales and use tax.