Products
How are your products made?
We work with print-on-demand drop shippers. They use a printing method called Direct to Garment (DTG). DTG is a printing method that sprays the ink onto the garment. The ink then soaks into the fibers of the garment. It’s like printing on paper, but on clothing.
Printing our merch like this as opposed to traditional screen printing is what allows us to run this merch store, since it allows us to offer merch that is made on demand, which means we don't need to invest in inventory which would make our little venture cost prohibitive.
How does the quality of DTG merch compare to traditional screen printed merch?
We've been pleasantly surprised with the quality of the DTG prints. While the prints are not quite as sharp and vibrant as a traditional screen print, the prints really look and feel as if they are "one" with the fabric.
We have many happy customers from our first run of DTG hoodies.
The print are also very durable, able to handle regular washing without fading or degrading in any unexpected way.
Delivery
Do you offer local pick up?
Since we use a print on demand service, we don't have inventory on hand, and therefore do not offer local pick up.
In the future we might for certain locally manufactured products.
When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but if you're based in the US it usually arrives in 3-4 days after printing.
[Covid-19] When will I get my order?
Fulfillment times [for all products/t-shirts/phone cases/etc.] may be longer than usual and may continue to increase until things get back to normal. We're seeing delays in our supply chain, including distributors and shipping carriers as the entire industry is grappling with challenges. It's difficult to predict the shipping times. You can follow Printful’s product manufacturing times and add an additional time for shipping on top of them.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
• Check your shipping confirmation email for any mistakes in the delivery address
•Ask your local post office if they have your package
•Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at [email protected] with your order number. If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.
Logistics
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, please send us an email at [email protected].
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at [email protected] within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Returns
What’s your return policy?
We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at [email protected].
Do you offer refunds?
Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at [email protected] with photos of wrong/damaged items and we’ll sort that out for you.
Can I exchange an item for a different size/color?
At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—please reach out to us before purchasing and we can guide you to the best fit. Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please let us know at [email protected] within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!
Collabs
I'm a local maker and I'm into your mission and platform, how can I get my product on the Exurban Exchange?
We're definitely interested in collaboration! Email us at [email protected] and let us know what you're thinking, hopefully we can work something out!