1. What products and services do you offer?

 

We specialize in bulk-order custom apparel services including screen printing, heat transfers, and embroidery on products such as t-shirts, hoodies, hats, bags, and more. Each decorating method possesses its own unique strengths and considerations and we will guide you to determine the optimal option(s) to meet your specific apparel decorating needs for your business, church, school, event, or organization.

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2. How does the ordering process work?

 

Simply browse our online catalogs (Imprintable Wear or Company Casuals) to choose the product(s) you want us to customize. For first-time customers, please use our Custom Apparel Decoration Form so we can collect your contact information and order details.

 

We will respond via email with further information including a digital mockup and price estimates. Once you have reviewed and approved all the order details, we will take it from there (see below for more information on payment terms, artwork, turnaround times, and delivery).

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3. Can I order a sample before placing a bulk order?

 

While we regret that we cannot offer physical samples before order placement due to cost constraints, we are happy to provide you with a detailed digital mockup that will accurately reflect the final product.

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4. What items do you keep in stock?

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Because there is such a wide variety of items that can be customized for your apparel needs, and we cannot possibly predict what every customer's unique job will require, we do not keep any inventory in house. Upon the approval of your order details, we custom order what your job requires and have it shipped to us for decorating. You can explore our online digital catalogs to see the wide variety of possibilities for your job:

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• Imprintable Wear

• Company Casuals

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5. Can I supply my own items / products?

 

We typically do not allow customers to provide their own items / products to be decorated upon. Only when we cannot source your desires products from our robust catalogs ((Imprintable Wear or Company Casuals) will we consider letting you bring in outside items. In such cases, the customer is 100% liable for the condition of those items as they will all be decorated as is. Any non-decorating defects present in the items is the full responsibility of the customer.

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6. Are there any setup fees?

No! While many other shops may charge you setup fees (e.g., $25 per screen is charged on screen printed orders), we like to keep things simple. When we send you a quote, you'll only see the price-per-unit, and that's exactly what you'll be charged in the end (see below for additional fees).

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7. What file formats are accepted for uploading designs?

 

We ask all artwork files be uploaded as a vector file (AI, PDF, SVG, EPS, CDR) in order to make the decorating process as seamless as possible. You can upload your files directly to our Custom Apparel Decoration Form.

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Rasterized files such as JPEG or PNG are subject to Artwork Fees because we must convert your artwork into usable vector files, and that process takes time. We recommend uploading high-resolution rasterized images (300 dpi or more) when vector files are not possible.

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8. How do I pay for my order?

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All invoices will be emailed to you or to the recipient you so designate. All invoices can either be paid by check or by credit card online (a link to pay will be provided in the email). Payment via check is always preferred.

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For the convenience and mutual benefit of our valued customers, we adhere to the following payment terms:

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• New Customers:

  • A 50% deposit is required upfront to initiate the order. In addition to the initial deposit, any applicable artwork / digitizing fees, and/or rush fees must be paid in full up front.

  • The remaining 50% balance becomes due upon receipt of the completed order. Any applicable shipping and/or delivery fees will be included at the time of the remaining balance and will be due in full.

  • A “New Customer” is defined as one who has placed less than or equal to THREE [3] orders.

• Returning Customers:

  • No initial deposit due!

  • 100% payment becomes due within 30 days upon the receipt of the completed order (Net 30).

  • ​Returning Customers are eligible to receive special pricing.

  • ​A “Returning Customer” is defined as one who has already placed a minimum of THREE [3] previous orders.

 

NOTE: Any unpaid invoice that goes beyond its stated due date will be subject to a 3% Late Fee that will automatically be applied to the invoice.

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9. What is the minimum order quantity?

 

• ​Screen Printing: 24-piece minimum

  • NOTE: For ONE [1] screen (add 12 pieces per additional screen)

• Heat Transfers: 10-piece minimum

• Embroidery: 10-piece minimum

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Orders below these minimums may be considered, with a cost breakdown provided for your evaluation and approval.

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10. How long does it take to receive my order?

 

Most orders are completed within 10-15 business days after the finalization and approval of all order details by the customer. Orders of 600+ units may take longer. Consider these timelines when planning ahead. Many factors can influence our turnaround times so we will keep you informed if our timelines are altered such that it may affect your desired deadline.

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11. Can I make changes to my order after it's placed?

 

Contact us within 8 hours of your initial order approval if you need to make adjustments, and we'll do our best to assist you. Once an order is approved for production, it enters into our process quickly, therefore, changes are not always possible.

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12. How do I get my completed order?

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Upon order completion, we will schedule a convenient time for you to pick up your order (assuming you're local). Local delivery within 15 miles of our shop is available for an additional cost. Orders requiring shipment are subject to UPS and/or USPS shipping rates.

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13. What other fees do I need to consider?

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No one likes to see a lot of fees on their invoice. We totally get that! However, sometimes extra fees are unavoidable, but if any fee applies to your particular situation, we will be transparent with you about it up front. Here is a list of the potential fees that may impact your order:

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• Rush Fee: $50 for orders needed within 7-9 business days of the final order submission. $100 for orders needed within 4-6 business days. Orders CANNOT be completed in 3 business days or less.

• Artwork Fee: $25 for artwork assistance (redrawing / vectorizing rasterized images). $75 for custom "from scratch" artwork.

• Digitizing Fee: $75 digitizing fee for new embroidery orders.

• Delivery Fee: $25 for local delivery (within 15 miles of our shop).

• Shipping Fee: ~$25-$45 per box depending on (a) the box's size and weight, and (b) shipping distance.

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14. What discounts are available?
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We know how important it is to save money. Therefore, we do our best to make sure you're getting our best prices possible! The most obvious discount comes from larger order sizes (i.e., the more units you order per job, the less each unit will be). For existing customers, we offer discounts to you by our word-of-mouth referral program. We also provide special pricing for non-profits, fundraisers, and Returning Customers.

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15. What is your return policy?

 

We strive to ensure customer satisfaction. If there are any issues with your order, please contact us within 10 days of receiving your order. We'll work with you to find a solution, which may include replacements, or, in rare cases, a refund.

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Feel free to reach out to us at info@gatecitytees.com if you have any additional questions or need further assistance. We're here to help!