FAQs | Help Center | Custom One - Custom One Express

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SHIPPING & DELIVERY

USA, Canada, Australia, APO addresses and Asia. Additional locations may be available upon request.

The turnaround time will vary based on quantity, product availability and print type. Our average production time is 5-10 business days.

Once we ship your order, We sill send you a confirmation email, tracking number and a link to track your order.

Alternatively, if you have a registered account with Custom One, or created an account when you placed your order, you can view the status of your order online. Simply visit the "My Account" section, sign into your account and view your recent orders.

Please note – this option is only available if you created an account when you placed your order. If you created a Guest account during checkout, you will not be able to login.

For packages lost in transit, all claims must be submitted no later than 4 days 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 you that the shipping address was correct. It would also be good to get in touch with the local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you think you 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.

You can check out our return policy for up-to-date details about reshipments.

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. We will send you a notice once your order arrives back to our facility.

New shipping charges will be applied for orders that have been unclaimed at customs, returned by the recipient, or had an incorrect address originally provided.

If the package was not returned to our facility, then you would have to place a new order to replace the original.

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address.

Other instances include the package being unclaimed at customs or refused/returned by the recipient. You will receive notice once the order arrives back to our facility.

We would contact you to determine how you would like to proceed and to update the address if you wish to have the product reshipped.

New shipping charges will be applied for orders that have been unclaimed at customs, returned by the recipient, or had an incorrect address originally provided.

Custom One will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Custom One would not cover the cost of reshipping the order.

Again, this only applies if the tracking details state that a delivery was made to the recipient's address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

If something arrives damaged, send a photo of the damaged goods to Sales@CustomOneOnline.com , then we'll gladly send a replacement at no cost to you.

BULK ORDERS

If you order at least 20 items from the same category in a single order, you're entitled to a bulk order discount.

The discount is based on the number of items, and their category. However, the product models within the category, and the print files used on the products don't have to be the same for each item.

Note that the discount is applied only to product prices, and they can't be combined with other discounts (e.g., volume discounts).

To get the discount, first you need to get in touch with our customer support team at Sales@CustomOneOnline.com , preferably with a draft order ready, to confirm the amount. Then you can submit the order (if you haven't already), and ask a customer support representative to give you a discount in the form of a refund.

Just remember that if the contents of your order change after you talk to the customer support for the first time, the discount might also change.

In order to provide you with a competitive quote, we would require you to send us the following:

1- Your design
2- Order quantity, apparel style(s), color(s) and sizes.
3- Your favorite brand or we can recommend for you.
4- Delivery deadline

Someone will contact you within 48 hours, and they will provide you with a formal quote or will ask for additional information.

When submitting an inquiry, it is important that you provide as much information as possible, including: your full shipping address, a high-resolution graphic, product selection, quantity, expected delivery date and applicable link (if the product or design was found on our site).

If you’d rather place a re-order, contact your bulk representative or shoot us an email.

In some cases, sample products can be purchased. However, it will depend upon the product and design.

Browse through our wide-ranging product offering and choose the items that best suit your needs.

Additional products and colors are available upon special request.
Please contact us for more information.

Screen, flex, flock, glow-in-the-dark, glitter, metallic, embroidery, full-color digital and sublimation.

We recommend high-resolution graphics, including ai, pdf, eps, png or jpeg, with a minimum of 300 dpi.

We do not offer a general price list, as all quotes are individually priced. However, we do offer price breaks once certain quantities have been met.

We accept all major credit cards, PayPal and international wire transfers. Payment is due prior to production.

RETURNS & EXCHANGES

You can report problems with an order through our Contact Us Page. Or email us at Sales@customoneonline.com

1-Send us your order number
2- Write up your problem in detail and upload relevant photos where possible
3- Click "Send"

Be aware that Custom One may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

Any claims for misprinted/damaged/defective items must be submitted within 4 days after the product is received.

For packages lost in transit, all claims must be submitted no more than 4 days after the estimated delivery date.

You can find our Return Policy here.

If your customer would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.

To return your product, you should mail your product to: Custom One, 7852 S Townsley Ave, Unit 4, Sioux Falls, SD 57108.

Please do not send your purchase back to the manufacturer. You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you have any questions on how to return your item to us,
Please contact us: Sales@CustomOneOnline.com

STORE PICKUP

Once you place your Buy Online/Pickup in Store order on CustomOneOnline.com, we will send you an email or text message (if you provide a phone number) to confirm that your Buy Online, pick up in Store order has been received.

When you go to the store to pick up your order, you must bring the following:
• Your "Ready for Pickup" email notification
This can be presented either on a smart phone or by printing it out
• A photo ID

Sure, you can. The Authorized person must bring the following:
• Your "Ready for Pickup" email notification
This can be presented either on a smart phone or by printing it out
• A photo ID

At this time, only one store can be selected at a time as a preferred store for Buy Online, Pick up in Store.

To check an item's availability in a different store, or to change your preferred store for Buy Online, pick up in Store, Please Contact Us.

Sure, We Can but you will be responsible for the shipping cost.

Once a Buy Online, Pick up in Store Order has been placed, you cannot cancel the order.

However, if you do not pick up your order within 5 days, Custom One will cancel your order. Please see our Return & Exchange Policy

Once a Buy Online, Pick up in Store Order has been placed, you cannot cancel the order.

However, if you do not pick up your order within 5 days, Custom One will cancel the order. Please see our Return & Exchange Policy

We ARE HERE FOR YOU!

FAQ

SHIPPING & DELIVERY

BULK ORDERS

RETURNS & EXCHANGES

STORE PICKUP

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