Remake policy questions

What will you remake at no charge?

Anything that is our error: the wrong ink colour, the wrong garment or size against the approved order, a missing print location, a misprint, a print that was not cured properly, or a defective blank. Tell us within a reasonable window of delivery and send a photo, and we replace it.

What is considered normal variation rather than a defect?

Print placement can move slightly from garment to garment on a press run, and industry practice allows roughly half an inch. Garment dye lots shift a shade between production batches. Embroidery thread is matched to the closest colour in the book rather than an exact Pantone. None of those are defects, and we flag the last one on the proof before we stitch.

What if I approved a proof with a typo on it?

The proof is the contract. Once it is approved we cut screens or digitise from exactly what you signed off, so a typo that made it through approval is a reprint at cost rather than a free remake. Read the proof slowly; it is the cheapest five minutes of the whole job.

How many spoiled pieces are normal on a run?

A small number of spoils is standard across the industry on any press run. We build that into how we order blanks so you receive the count you paid for. If we come up short, we make it right rather than shipping you an incomplete order.

What do you need from me to process a remake?

Your order number, a photo of the problem, and the count of affected pieces. Keep the garments until it is resolved. We would rather look at the actual shirt than argue about a description of it.