Frequently Asked Questions

We’ve compiled answers to the most common inquiries regarding our unique “Made-to-Order” process, shipping timelines, and policies.

1. Ordering & The Made-to-Order Process

Q: What does “Made to Order” (MTO) mean for me?

A: MTO means we only create an item once you place an order. We do not hold excess inventory. This commitment ensures you receive a freshly printed item and helps us significantly reduce textile waste, supporting sustainable fashion.

Q: What is the total order timeline (Processing + Shipping)?

A: All timelines have two components:

• Processing (Production) Time: Please allow 1-3 business days for printing, quality inspection, and packaging.
• Shipping Time: This time starts *after* processing. See Section 2 for estimated delivery windows.

Q: Can I change or cancel my order?

A: Due to our rapid, personalized production process, requests for changes (size, color, design) or cancellations are only possible within a strict 6-hour window after your order is placed.

2. Shipping, Delivery, and Tracking

Q: How long will shipping take after production?

A: Shipping estimates depend on your location:

• Domestic (US): Typically 7-10 business days.
• International: Typically 10-14 business days.

*Note: These are estimates and do not include the 1-3 day production time.*

Q: Where can I track my order?

A: Once shipped, you will receive an email with your tracking number. You can monitor its progress on our dedicated Track Your Order Page. Please allow 24-48 hours for the carrier to update the tracking information.

Q: What if my package is lost or shows as “Delivered” but hasn’t arrived?

A: While the responsibility for safe delivery transfers to the carrier upon shipment, we are committed to assisting you.

• Check Address: First, confirm the shipping address provided was correct.
• File a Claim: If the address is correct, you must contact the carrier (USPS, FedEx, etc.) immediately to file a loss claim.
• Escalation: Please notify us at [email protected] so we can assist by providing necessary shipping documentation for your claim.

This revised process shows we care and are not abandoning the customer.

3. Returns, Exchanges, and Quality Guarantee

Q: What is your general return policy for Made-to-Order items?

A: Because each item is printed specifically for you, we cannot accept returns or offer exchanges for buyer’s remorse, accidental orders, or sizing issues. We strongly urge you to consult our detailed Size Charts before purchasing.

Q: What if my item arrives damaged or incorrect?

A: This is covered by our **Quality Guarantee**. If you receive an item that is:

• Damaged or defective (print error, torn fabric)
• The wrong item or size from what you ordered

Please contact us within 30 days of delivery with your Order Number and **clear photos of the issue**. We will promptly send a free replacement or issue a full refund.

Q: Do I need to send the defective item back?

A: No. Once your claim is approved based on the photographic evidence, there is no need to return the item. You may keep, donate, or responsibly dispose of it.

4. Still Need Help?

Q: My question isn’t listed here. How do I get assistance?

A: Our customer support team is ready to assist you.

• Email: Send a detailed message to [email protected]
• Contact Form: Visit our Contact Us Page for our form and direct support hours.
• Support Hours: Monday – Friday, 9:00 AM – 5:00 PM.

*I have corrected the template error and provided specific support hours, as previously defined.*