Frequently Asked Questions
Design & Product Information
What is your print file content policy?
By uploading print files to your library or an order, you understand you're solely responsible for the content in those print files and own the rights to print, use, sell, and distribute the content. Content that is hateful, illegal, and that violates intellectual property rights may be removed at our discretion.
What is DPI, resolution and actual print file size?
When submitting your print files, we ask that they're at least 150dpi and at actual size. The resolution of any file is only as good as the dimensions.
Why is more DPI considered better?
DPI (Dots per Inch) is the number of dots in a printed inch. Computers display and print images in small dots, so the more dots the image has, the higher the quality of the print (more image sharpness and detail). The fewer the dots, the blurrier the image.
Why is my order on hold?
Usually print file issues, security concerns, address confirmation, or fraud filters. You will be able to make the necessary updates on the order page to remove the hold.
Is there a difference in quality between 150 and 300 dpi?
150dpi will produce a decent print, but if you can make sure your images are at 300dpi you will gaurantee a more crisp print, especially if you have many small destails in your design.
What type of print methods do you use?
We offer DTG, sublimation, embroidery, heat transfer decoration methods.
How Durable are DTG prints?
Our DTG printed shirts are just as durable as screen printed shirts when it comes to washability.
When is a white underbase used?
Depending on the design, white underbase may not be printed on all garment colors. Most designs will have a white underbase.
Color matching disclaimer
We can’t guarantee color accuracy 100% due to material differences and file difference. Our printers automatically convert your submitted print files from RGB to CMYK, and this conversion changes the color gamut. That's why we suggest you design your file within the CMYK color space, but convert the file to RGB before saving. For best possible accuracy, convert the file to sRGB color profile.
How does fabric blend affect print quality?
DTG printing is best suited for garments that are 100% cotton so if you’re looking for the most opaque result, 100% cotton is your best choice. We can also print on blended shirt with 50% cotton which will give a more vintage look.
Shipping & Delivery
What is the estimated fulfillment time for print on demand?
Our fulfillment time average is 2–5 business days. The estimated time is just an estimate, it’s not a guarantee. Your order can be past this estimate for reasons, like issues with print/embroidery files, products being out of stock, shipping related delays.
Do all items in orders always ship together?
Some products will ship separately due to packaging differences, but we will always try to ship items together when possible.
Why are some orders fulfilled faster than others?
Some products are faster to print than others and sometimes our production line has more of a certain type of product in the order que than another item so it's possible a newer order can ship faster than a previous order.
How much does shipping cost?
You can find the shipping cost on each product page or view all rates here: https://thatscustom.com/pages/shipping-rates
Do you ship internationally?
Yes! For international orders, delivery times vary based on country. Most shipments take 10-15 days.
How can I track my order?
Once your order ships, we send you a shipping confirmation email that contains a tracking number. You can click on that number to see the latest updates on the location of your shipment.
Why is my product out of stock?
Printing on-demand allows you to offer dozens of unique models and color options for your products. We maintain stock of most product variants, but restock the less popular items on demand. Sometimes the manufacturer has low quantities of the product, or the item is suddenly discontinued.
My order shows it is being returned to sender, what now?
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 your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated 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 your customer, or had an incorrect address originally provided.
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.
Does packaging include any branding?
Nope! Our service is completely white-label so the only branding will be your own. The customer will be recieving a package coming from your business name.
My order has been sent, but I don't see the tracking updates?
Your order was shipped but it can take up to 48 hours for tracking info to show up in a carrier's tracking system. To minimize confusion, you may want to let your customers know in your shipping emails.
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, we won't cover the cost of reshipping or refunding the order. Usually it is delivered, but the package was left in an unexpected location. It's best to have the customer double check. If your customer is unable to locate the package, you will need to place a new manual order to have it reshipped.
What if my customer entered the wrong address?
In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address. If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 1 month you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.
Are the packaging materials recyclable?
Some of the packages have recycling instructions on them.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 1 month after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to email@example.com and we'll send a replacement for free.
How are your products packaged?
Apparel products are generally packaged in polymer mailers. Fragile items or hard goods are packaged with bubble wrap inside corrugated cardboard boxes.