Due to unforeseen circumstances outside of the control of both Reformed Gear and its suppliers, some customers may experience significant delays due to COVID-19. While we make every effort to produce and ship each product as quickly as possible, some delays are unavoidable due to supply backorders and/or reduced staffing at some printing locations. It is highly recommended that you plan accordingly and expect possible delays. Once the order is placed, there is no guarantee that the order can be canceled. Ultimately, the product will get to you. We appreciate your patience in this matter.
For more information from our supplier, see this FAQ.
If at any time you need to reach us, you can email us at firstname.lastname@example.org.
Reformed Gear is committed to excellence in production and customer service. We will happily refund or exchange any defective product at no cost. However, since these products are printed on-demand, we are unable to offer refunds or exchanges on products that are not defective according to the manufacturer’s terms.
Because of this, we are unable to offer size-exchanges at no cost since we do not stock products.
We will make every effort to work with the customer to find a solution to any problem.
Please also see the notice for printing from the manufacturer linked below.
Customer is to pay all shipping and handling charges unless otherwise agreed upon before purchase is made. Depending on the product and shipping destination, several shipping methods may be offered. Once the product has been received by the shipping carrier, it is the responsibility of the customer to contact the carrier for any late shipments, damaged shipments, or lost shipments. While Reformed Gear will make every possible effort to assist, it is the responsibility of the customer to carry out communications with the shipping carrier. Shipping costs are non-refundable on partially filled or canceled orders.
Returns and Exchanges
Since these products are print-on-demand — meaning that these products are printed after an order has been placed for them — exchanges can only be accepted due to manufacturer error or damage. There are no returns for monetary refunds. It is important that you make sure you order the proper size and color of each product when placing the order. Once the order has entered production, it cannot be changed.
Again, since these products are print-on-demand, once the product has entered production, it cannot be altered or canceled.
The following FAQ is offered from the manufacturer and we are obliged to adhere to it.
What if the recipient’s address was wrong?
If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address. If you set the return address as your own, you can update the address and personally reship the order. If our address is set as the return address, then we’ll contact you for an updated address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double check that your customer got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to email@example.com, then we’ll gladly send a replacement at no cost to you.
What happens if a package wasn’t delivered to my customer, but the tracking states that it was?
If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Printful won’t cover the cost of reshipping or refunding the order.
There may be cases where the delivery was made, but the package was left in an unexpected location at the customer’s address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”
How should I clean my hats?
The best way to clean your caps is to hand-wash them instead of placing them in a washing machine. This will help with retaining their shape and won’t diminish the quality of the embroidered design.
We recommend you wash them with a mild detergent (not bleach), in lukewarm water. If there are any spots that require more attention, then you can use a brush with soft bristles.
You can also check with the manufacturer directly or search YouTube for other recommendations.
See manufacturer’s care instructions for products, here.
Why does my shirt have a vinegar smell or residue?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don’t worry, that’s not unusual – it’s from a fixation agent applied during the printing process and it’s not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it’s from the fixation agent. Here’s how it looks: