This page outlines the official Foxtrot Custom Order Terms & Conditions, which are agreed to upon order approval for production.
Foxtrot Custom confidently creates high-quality, customized products for your organization, business, fundraisers and events. Order online and our 5-Star Customer Service will help make your vision a reality.
Ordering custom apparel can be complicated and we may have recommendations for achieving your desired outcome that differ from what was entered online. Inventory on the apparel style that you selected may be in flux; your timeline may require rushing production (please call us ASAP if that’s true!); or you may simply want to make some changes before finalizing the order. All of these things can lead to changes in price from what was provided in your initial online order…
… But don’t worry, there will be no surprises!
If there are any issues or questions, we will let you know right away. We never charge you until every detail has been confirmed and approved by you to move into production. Whether you start your order online, on the phone, through email, or on a chat, you will receive the same high-level of service from our Customer Care team to make sure you get exactly what you need with no hidden costs!
Foxtrot Custom is not responsible for manufacturer defects such as color inconsistencies, stitching errors, mislabeled garments, loose/inconsistent stitching, and/or other garment defects (holes in garments, ripped seams, etc.). We inspect the garments as we print them, but it can be difficult to spot small defects if they are not in the printing area of the garment. If you do find any garment(s) with these issues, we will refund you for the cost of that piece(s).
Foxtrot Custom is not responsible for items that are out of stock. While we check availability frequently, all garments are ordered in after your order is approved, and we cannot guarantee item availability. If garments are out of stock, we will provide you with a list of possible replacements and get it approved by you.
We do not print on customer provided goods, as we are unable to predict how the garments will accept the ink or hold up throughout the production process.
If an exact count is important for your order, we highly recommend ordering 5% extra of each size. This helps combat any potential issues from spoilage in the production run, and it also helps with any fluctuation in size request from your end user; this happens a lot!
Subjectivity & Samples
We work hard to help you pick a garment that matches your needs. At the end of the day, we give a recommendation based on the information you’ve given us. Our recommendation is not a guarantee that the garment will exactly meet all of your wants and needs.
Fashion and fit are subjective, which is why clothing retail stores have fitting rooms and free returns. Unfortunately, once we customize the apparel, we can’t take it back and restock or resell it.
Foxtrot Custom will not be responsible for your satisfaction if you receive your order and find that you don’t like the cut, fit, color, trim, or any other subjective criteria. We ask that you to do your due diligence on the garment choice and ask us plenty of questions.
If your order timeline allows please order a blank sample especially if you are not familiar with the fit, feel, or color you would like to order. Please call us (1-877-874-4781) and we will be happy to get you a quote! The cost of Custom Samples can be credited up to $30.
Artwork Creation & Ownership
If you hire us to create artwork we will need…
- Ideas and inspiration, including pictures if possible
- Ink colors, Size, Placement of the design on the garment
- Garment style, color and sizes
- Font Styles (if unknown, see dafont.com for some great options and let us know which you prefer)
Certain art files and formats are not suitable for printing and we may need to recreate your artwork triggering the possibility of art charges.
Pricing for the artwork will be determined once we have the relevant details and assets. Pricing starts at $80 and can be more depending on the complexity and time needed to realize the artwork. The base artwork charge includes one round of complimentary revision, and each additional round is billed at $80/hour in half-hour increments.
We retain the rights for created artwork and can use it for any purposes including, but not limited to use with future printed orders, online digital promotions, use on social platforms such as Instagram, Twitter, Facebook and Google+. If this is not acceptable an agreement can be decided by both parties—customer and Foxtrot Custom. To purchase the full rights to the artwork, please ask your Foxtrot Custom Care Representative for details.
*We cannot use Trademarked logos, fonts, or text without appropriate consent.
We’d love to be able to print just one shirt for you to review before committing to the full order. However, the time and cost associated with that simply make it not possible to do for every order. So, if you’re willing to pay for the single garment we can go down that road (I promise, it’s expensive), otherwise we reserve press proofs for orders of 500+ pieces to protect our press availability and costs. Please keep in-mind if you are interested in a press proof it will add time to the overall order process (approx. an additional 2 weeks) from the approval of the Estimate and Art Proof.
For each order, we will put together a digital Art Proof and an order Estimate for your approval. Once both are approved, we move to production and process the payment to your card (if provided through a website order) or we send you a link to your payment invoice.
If the grand total on your order differs from what was entered in the online cart, or if the order was started manually with a Foxtrot Custom Representative you will receive a payment invoice via email.
We are not perfect, so it’s possible that we can make mistakes when developing the art proof and estimate such as transposing size counts incorrectly, grabbing the wrong address for shipping, or other details. The ultimate responsibility for order accuracy is on you (the customer) to ensure all details on the order Estimate and Art Proof are correct prior to approval. We are not responsible for any mistakes on the Art Proof or Estimate if they are approved by you (the customer).
To put it in more rigid (yawn) terms… By approving your Estimate/Invoice and Art Proof, you are verifying that all of the information on the order is *exactly* as you would like it to be printed, and acknowledging that you have all licenses and rights to the images you wish to print, releasing Foxtrot Custom from any legal liability pertaining to copyright issues. You are also agreeing to the Foxtrot Custom Terms and Conditions. It is extremely important that you understand our terms before finalizing your order details as they inform you of possible issues that may occur.
Screen Printing is Art! (Not science.)
When planning your order or reviewing your printed apparel, please know we do everything we can to ensure as much consistency throughout a run as possible. However, some inconsistency is unavoidable in hand on nature of the screen printing process.
Print Starting Point Range:
Even though we have over 16 years of experience, there is no way to effectively and efficiently measure an exact print starting point on each shirt. Each garment is loaded onto the press by hand; we do our best but not all shirts will hit the exact start point for the print they may be off by as much as an inch in either direction.
For example, if you request a print that begins at 2” down from the collar, we will use that as a guide and do our best to make sure that all shirts hit that target, but not all shirts will hit exactly at 2”, they may be off by as much as an inch in either direction. This will not be considered a misprint and Foxtrot Custom will not reprint or refund these shirts.
Movement of fabric and applied heat throughout the production process can slightly alter the actual dimension of a printed design. (ex. a design will be prepared at 10” wide exactly, but after going through the printing process, the outcome may be slightly wider or narrower depending on how the shirt received the ink and responded to the process.)
Screen printing involves applying a certain amount of pressure on the garments and there is potential for the appearance of a faint impression of a box impressed around the printed portions of your design. This is not permanent, and merely the result of the fibers of the apparel being pushed down around the perimeter of the screen when the ink squeegee moves across it. Any such marks will go away as the apparel is washed 🙂 It has proven to show up more on darker apparel colors, but not exclusively, and is completely unpredictable as to when it will appear. But, we like to share this so that you won’t be surprised if you should see these lines.
At times, the fibers in a garment may be more noticeable after printing depending on how the ink settles on the garment, the fabric composition, and other factors. This can vary from one order to the next, and even within an order.
Standard Ink will often produce a more textured outcome than Vintage Ink due to the thicker layer of ink printed on the apparel. This is something to keep in-mind when choosing the ink style for your order.
Here is a link to more info on ink styles: Standard and Vintage Ink
Mix & Match Orders
Orders containing more than 3 apparel styles and/or colors are subject to an additional charges for the added complexity in the order. The 4th garment style and/or color will trigger a $0.50/piece up-charge across the entire order to help with the added logistics of ordering the blank apparel in, sorting, and the additional production complexity.
Board Switches are required for orders that contain (unisex + women’s), (unisex + youth), or (unisex + unisex size X-Small) and cost $40 per board switch. The board switch up-charge is to cover the time and cost of switching the print board out during production.
Smaller garment sizes that may require a board switch include (unisex size X-Small, women’s shirts, youth shirts and infant apparel). Switching the print board to a smaller size helps ensure that the smaller garments do not get stretched out which causes distorted and warped printing.
Mix-n-Match Orders use print size restrictions based on the smallest apparel in the order. This is because we create screens with the image that are used across the whole print run, therefore each shirt will receive the same size print regardless of garment size.
For example if the order has unisex and youth apparel the artwork would be the same size across all the various sized apparel and therefore restricted to the 9″ wide by 15″ tall printing area prescribed to the youth garments.
We can print with-in 1″ of a zipper or seam. We do not print over seams or zippers, as this creates a sloppy-looking print due to the uneven surface for the screen during printing.
Print size is restricted to the smallest-size garment included in the order. Orders containing unisex size X-Small, women’s apparel, or youth apparel will be restricted to a maximum print of 9” wide on the front. Orders containing Toddler apparel will be restricted to a maximum print of 7” wide on the front.
Sleeve prints have a maximum print of 3.5” wide due to the small print area of that location.
We can print in special locations on the apparel, contact us with any questions.
We ask that the payment method for your order be determined prior to your approval of the Art Proof and Estimate, and paid in full prior to shipment of the items. We accept checks, Visa, Mastercard, American Express, Discover. If paying with a check, we ask that it is received or confirmed en-route prior to shipping the order. If your order has been completed and payment has not been made yet, we reserve the right to hold the order and delay the delivery date.
There is a $30 charge for returned checks; subsequent payments must be made with cash, credit card or cashiers check.
Under Runs & Spoilage
Due to the variable nature of custom decoration, Foxtrot Custom will not responsible for under-runs or spoilage of up to 3% on jobs of 100 shirts or more for standard products and decoration, 5% for non-standard products and/or decoration, and up to 10% on all jobs of less than 100 pieces. We always do our best to make sure every order ships full and complete, however, please keep these spoilage guidelines in mind when ordering. It is always a great idea to order extras!
We will credit/refund you the cost of any items shorted from your order, or process a reprint for no additional charge if more than 10% of your order was effected (10 garments minimum).
*Foxtrot Custom will not, at any time, be responsible for any lost profits on items shorted from your order. (ie: If you paid $9.99 per shirt to get the shirt printed, but you sell them for $30.00, Foxtrot Custom is only responsible for the $9.99 you would have paid us for the shirt).
Foxtrot Custom utilizes UPS with its incredibly reliable transit times and shipment accuracy. However, we are not responsible for any shipping delays caused by the shipping company. Though very rare, shipping delays do arise for various reasons.
Examples: 1. UPS cannot deliver your package on time due to inclement weather. 2. UPS delivers your package to the wrong address (although the correct address was provided) and you do not receive your products on time. 3. UPS has extended delivery time due to holidays. 4. A delivery truck breaks down en-route (yes, this has happened).
It is your responsibility as the customer to check over garments as you receive them. We try to check every garment as it comes off of the press, but there is potential for mistakes to go unnoticed.
We allow an industry standard 72 hour window from the time you receive the goods to notify us of any issues with the order. After that 72 hour window has passed, it becomes more difficult to identify the potential cause for the issue, and we are no longer liable for any issues that may be found.
Foxtrot Custom also will not be responsible for any lost income, customers, accounts, and/or contracts if defective garments are sent out to your final customer. While we do perform quality checks on the garments, the final quality assurance check lies in the hands of you, our customer.
Returns & Reprints
We go to great lengths to ensure that every order that leaves our facility is correct. All of our customers are incredibly valuable, and it is our goal to make sure you receive the best possible product and service.
Any order printed differently than approved will be granted a reprint of the defective product. All claims must be submitted within 72 hours of date of delivery. Please reach out to your Foxtrot Custom representative by phone or email to make us aware of an issue. If it is determined that we made an error on your order, we will gladly accept responsibility for the issues and will reprint the garments that are effected or provide a refund. We will always ask that you ship the misprinted shirts back to our shop (we will provide you with a UPS label and will cover shipping costs).
Absolutely no returns can be accepted for any reason later than 30 calendar days from the date your order was shipped.
We are not responsible for any shirts sold or given away prior to returning the order or raising a claim.
For Example: If you order 100 shirts and you’ve sold 15 but then you discover a print defect and you return only 85 shirts to Foxtrot Custom, we are only responsible for reprinting the remaining 85 shirts.
Canceling an Order
Requests to cancel an order should be called in ASAP and must be received prior to production.
Orders that are cancelled prior to printing (after approval of Estimate & Art Proof) will be subject to a Cancellation Fee. The Cancellation Fee is determined upon total order value, return/restocking charges we will incur for the blank apparel, and lost production time (minimum of $50.00). Cancellations can not be accepted once the apparel has been printed.
Though rarely needed, Foxtrot Custom reserves the right, without prior notification or consultation, to refuse service or limit order quantities as we deem necessary. Verification of information prior to the acceptance of any order may be required.
No international orders will be accepted.
*We cannot use Trademarked logos, fonts, or text without appropriate consent.
Our standard turnaround time is 7-10 Business Days / 2 weeks from order approval for production until delivery. Complex orders, add-ons, changes, apparel availability, or holiday seasons may increase the turnaround time.
The lead time starts when you’ve declared your payment method and we have all the information required to complete your order (all artwork, sizes/shirts style, shipping info, etc.) & your Art Proof and Estimate have been approved. Delay in receipt of *any* of this info would result in the delay of production, and therefore effect the delivery date.
If you have a hard deadline for your order (a specific day you need the order in-hands), it is very important that you let us know before placing your order. A Rush charge may apply if there is not enough standard production time allowed to complete your order when it is needed. Expedited Shipping may also be necessary or elected to be used, which does not qualify for our free shipping.
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 Foxtrot Custom’s control (weather delays, shipping errors by the blank apparel supplier, etc.) may also require more time and are not factored into the initial turnaround time estimate.
We love to spend the holidays with our families and friends, just like you do! 🙂 For that reason, we are closed for the following holidays. These days are not considered operational business days and will not count towards turnaround time:
- New Year’s Eve
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- The Day After Thanksgiving // Black Friday
- Christmas Eve
- Christmas Day
Foxtrot Custom respects your privacy and does not buy, sell, rent, lease, hock, barter, donate, or share personal information, email addresses or identifiable information regarding its customers in any way. Any information collected regarding our customers is held with the utmost care and security and will not be used outside Foxtrot Custom and our essential business applications without your notification and permission.