We hope you never need this information but in life, things happen and we will do what we can to make it right.
Shipping is free on all orders across the United States. Our current turnaround time is approximately 7-10 business days + shipping. Complex orders/add-ons may increase turnaround. Delay in approval of mockups could also result in production delays. The turnaround time on your order starts when you’ve paid in full and we have all the information required to complete your order, i.e., artwork, etc. Delays in receipt of this information will result in production delays.
If you have a deadline for your order or need it for an event, please let us know when placing your order. A rush fee may apply. If you do not advise us about a due date until after your order has been paid for and pushed through our system, we may not be able to accommodate your request. Any circumstances out of My Custom Apparels’ control (i.e., weather delays, shipping errors by the supplier, availability of items from supplier, etc.) are not factored into the initial turnaround time and may require additional time.
My Custom Apparels is not responsible for any shipping delays caused by the shipping company.
All files must be 300 DPI or vector format. The design should be sized to the size you would like it to appear on the garment. The text must be converted to outlines. Logo decoration is only as good as the artwork. My Custom Apparels is not responsible for poor quality garment decoration due to poor artwork provided by customers. My Custom Apparels is not responsible for any misspellings, errors, or issues in your art file. We do our best to catch these errors and point them out to you, but we may not catch them all. If it is in your art file and on your approval, that is how we will decorate it.
Art Approval | Order Proofing
All artwork is approved via a digital mockup through email. Artwork must be checked for spelling, color, sizes ordered, placement of the art and accuracy of artwork by the customer. It is important to review every detail of the mockup, as this is how your garments will be decorated. My Custom Apparels will not accept responsibility for corrections not implemented and/or requested after artwork approval. Any modifications requested after artwork approval will result in production delays and could require additional expenses. Any delays in the approval process longer than 24 hours after receipt of the mockup could result in production delays.
Out Of Stock Items
My Custom Apparels is not responsible for items that are out of stock from the manufacturer. While we check items we know to have potential stock issues, all garments are ordered after your order is placed. We do not have live inventory on our website and we cannot guarantee item availability. Supply chain issues are disrupting the availability of some items. If items are out of stock, we will provide you with a list of possible replacements and get your approval before using your chosen item.
Specific Measurements When Decorating
Even though My Custom Apparels’ decorators have over 20 years of experience, there is no way to effectively and efficiently measure a distance from the collar, shirt hem, sleeve hem, etc. on each shirt. Garment may have irregularities from the manufacturer or inconsistent measurements. If you request a decoration that is 2” down from the collar, for example, we will use that as a guide and do our best to make sure that all garments hit that target. Not all garments will hit exactly at 2”, they may be off by as much as an inch in either direction. This will not be considered a mistake and My Custom Apparels will not redecorate or refund these shirts.
Changes To Your Order After Payment
Any change made to your order after it is placed, not due to a stock issue on behalf of the stock suppliers, will be subject to a change fee of $50.00 plus the additional costs to make the changes. Any changes to your order after it has been placed will delay your order, even if you have paid a rush fee and/or have given us a required date. It is very important that you do not place your order until you are certain of what you have ordered. Once the order process begins, everyone in our shop starts to work on different aspects of the job. Changes then become costly and time-consuming.
Cancellations & Restocking Fees
All orders are customized to your specifications. Cancellations made after your order has been placed are subject to a 3.5% cancellation fee on the total order value, a 15% restocking fee, plus any additional fees required to cover services already rendered. No cancellations will be accepted once production or any manipulation of the garments has begun on the order.
My Custom Apparels does not accept returns on items that have been customized and decorated with your logo unless the item is misprinted, materially flawed, or defective. The items you order are made specifically for you.
Please note that sizing can vary between manufacturers and styles. Each garment displays with the manufacturer size chart to assist in your decision. My Custom Apparels is not responsible for the purchase of incorrectly sized garments and will not be able to accept returns for this reason once the item is customized with your logo. If you have any questions about how a garment may fit, or purchase a sample product, please email us at email@example.com
My Custom Apparels will do everything we can to meet any must-have date, but we cannot guarantee it. Rush fees may apply. The customer is responsible for any expedited shipping charges associated with the order.
We like to spend the holidays with our families and friends, just as much as you do. For that reason, we are closed for the following holidays. These days will not be considered operational business days and will not count toward the turnaround time:
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- The Day After Thanksgiving
- Christmas Eve
- Christmas Day
- The Day After Christmas
- New Year’s Eve
Under-Runs & Spoilage
Due to the nature of this business,My Custom Apparels is not responsible for under-runs or spoilage up to 3% on jobs of 100 pieces per design, and up to 10% on jobs of less than 100 pieces. (Spoilage must be more than 10 pieces per design for a reprint). Please keep this in mind when ordering (it is never a bad idea to order extras). We always do our best to get you what you ordered. We will refund you the cost of any items shorted from your order.
My Custom Apparels is not, at any time, responsible for any lost profits on items shorted from your order.
My Custom Apparels reserves the right to change pricing without notice.
My Custom Apparels is not responsible for manufacturer defects such as color inconsistencies, stitching errors, mislabeled garments, loose/inconsistent stitching, and/or garment defects (holes in garments, ripped seams, etc.). We try our hardest to inspect the garments as we decorate them, but we cannot guarantee each garment. We are not the manufacturers of these garments, so we cannot ensure their construction. We highly recommend ordering 5% extra of each size if an exact count is important.
Some manufacturers over-dye their garments. Over-dying is the process of re-dying a garment after its initial manufacturing period. This is done for any number of reasons, including color correction, clearing out of colors that didn’t sell, etc. Because of this factor, My Custom Apparels cannot 100% guarantee exact color consistency on garments.
Customer Supplied Garments
If we do not supply the specific garment style you require, the customer may bring their own garments, and we will take every effort to ensure the quality of the decorating meets our highest standards. However, please be sure to read through our policy:
- We assume no responsibility for replacing or reimbursing for any items damaged or otherwise imperfect while in our care.
- Each brand manufactures their fabric differently. We do not provide a warranty on customer supplied garments or the decorating that is applied to it.
- There are some garments that we can not print on to depending on the cuts, seams, or zippers that may prevent machine operation. Aside from standard t-shirts, please email or bring the garment in for us to see in order for us before placing an order.
- Due to the nature of decorating garments, misprints may apply. If the customer supplies their own garments, misprints will not be reimbursed or replaced. Please ensure extra garments are included in the order to account for any misprints. We recommend the greater of 2 garments or 5% of the total number of garments.
- It is the customer’s responsibility to check for any coatings applied to the garment that may affect the print’s longevity. For example, a water-repellent coating on any garment will significantly deteriorate the custom print very quickly.
- Customer supplied garments must be new, and unworn. We will not print on garments that have been worn, and must be clean when we receive it.
If this policy is a concern, we will sincerely and regrettably have to decline your order.
My Custom Apparels is not responsible for your satisfaction with the garments decorated on or the decoration artwork. We are always available to counsel any customer to ensure you pick a garment that matches your needs, but we also need you to do your due diligence on the garment choice. If you are unsure of a garment, you are welcome to purchase a sample at a per-piece rate. Blank samples will not credit to the cost of your order.
We try to check every garment as it is decorated, but there are times when a mistake will make it out the door. It is your responsibility as the customer to check over garments as you receive them. We allow an industry-standard 72-hour window from the time you receive the goods to notify us of any issues with the order. My Custom Apparels is not responsible for errors with your order if notified after 72 hours of receiving the goods. My Custom Apparels is not responsible for any lost income, customers, accounts, and/or contracts if defective garments are sent out to your final customer.
We go to great lengths to try to ensure that every order that leaves our facility is correct. Any order decorated differently than the artwork approved will be redecorated. All claims must be submitted within 72 hours of the date of delivery. If My Custom Apparels is responsible for any errors in your order, we will gladly accept responsibility for the issues and will redecorate the items in error. We do not offer refunds.
We do require that you ship the incorrect shirts back to our shop (we will provide you with a UPS label and will cover shipping costs). My Custom Apparels will not be responsible for any garments sold or given away prior to returning the order.
Send the package to:
My Custom Apparels
58 West School Street,
West Springfield, MA 01089