FAQs

Q?

Why is my order on hold?

A.

A hold will be placed on order if there is an issue with the print file, shipping address, payment, etc. You’ll receive an email from customer service, so we may resolve the issue with the hold.

Q?

Does C.T.S.D. offer expedited and rush turnaround?

A.

Absolutely! Orders can be expedited to 5 business days or rushed to 3 business days for nominal fee per unit. A $20 minimum charge applies for expedited and rush services.

Q?

What is your standard turnaround time?

A.

Turnaround time is 7 business days, guaranteed. Turnaround time for your print job begins when order has been placed and print files have been uploaded and approved.

Q?

Is turnaround time same as shipping time?

A.

Turnaround time refers to production turnaround time, which does not include shipping time. Turnaround time is the process from print file upload to curing process. Shipping time is when the product shipping label created then shipped out.

Q?

Where can I find the tracking information for my orders?

A.

Tracking numbers are included in the shipping notification emails that will be sent when product shipping label is printed, tracking information may not update for up to 24 hours after a label has been printed. Contact us if it’s been more than 24 hours since you received a shipping notification and no updates for tracking available.

Q?

How do I report a issue with my order?

A.

Email our Claims Department with your order number. You could get information needed by clicking on My Account found on the top right when logged in at customteeshirt.design. If claim is regarding a printing error, include photos of the issue please. If the error involves a print size or placement issue, include a measuring tape, stick, or ruler in the photos of affected garments.  Once verified and approved, we will provide credits equal to amount paid for the portion of the order that was incorrectly printed.

Q?

Do you have a Money-Back Guarantee?

A.

Yes, our claims department will credit your account if any of the following is true:

  • Low quality print: the print washes away after a few cycles in the washing machine.
  • Printing error: the design printed is materially different from the order and artwork specifications provided to us.
  • Incorrect print specifications: the size or placement of the print is more than one inch off from the provided measurements.
  • Missing garments: one or more garments are missing from the order.

Q?

How long do I have to submit a claim?

A.

Claims in regards to issues with artwork or garment must be filed no later than 14 business days from the time the order was delivered. Claims referring to orders lost during shipping can be filed any time after the estimated delivery date.