FAQs

Ordering

Can I change or cancel my order?

The production process starts quickly, but we’ll do our best to accommodate any changes to your order before it starts being made. Changes to the address or email registered to the order can be made directly in your online receipt until the order begins production.

For any other changes, please send us an email or reach out using the chat widget before production starts. Please include your order number and details on the change to expedite processing it for you. 

I got an error when placing my order. What went wrong?

If your card was declined, please review the following: 

• Ensure that the name, address, and zip/postal code entered in the “Payment Information” field is exactly as it appears on your card statement. 
• Confirm that the credit card number, expiration date, and card verification number are correct. 
• What is a CVV Number and how do I find it?
• What is the Billing Postal Code and why do I need it?

 We recommend contacting your issuing bank or financial institution to verify your information and ensure no holds are placed on your account if this does not work.

We can also help place an order over the phone with a credit card. Please make a note of the Product ID located in the “Product Details” tab to expedite this process. Don’t hesitate to contact us, and we’ll be happy to schedule a call to help!

I didn't receive an order confirmation email.

Don’t panic!

If you did not receive a confirmation email, the email might have been directed to your spam folder. If it is not there, don’t hesitate to reach out to us, as we may have the incorrect email on file. Please include the name on the shipping information, your email, and anything else that might be helpful.

What if I can't find what I am looking for?

Something caught your eye, and now you can’t find it? Bummer! Some items don’t always become available again but feel free to reach out to our team to double-check. 

If you have any other questions, get in touch! Please drop us a note at any time. We’re happy to answer questions about orders, changes to orders, shipping… and pretty much anything else you can throw at us. Plus, we’re nice and fun!

 

Product Information

What type of products do you offer?

We use a variety of quality products from carefully selected brands. Most apparel items are 100% cotton, and our catalog also includes 100% ethically sourced and eco–friendly products. Note that heathered colors and some specific clothing items are generally poly-blends. The specifics for each product type are listed in the “Product Details” section of the order screen. 

While we make every effort to provide a consistent product per run, hues and brands may vary due to supply chain availability but will be of comparable or better quality.

How does the clothing generally fit?

Finding the right fit online can often be challenging. Take a glance at our size chart linked below the item selection area of the order screen.

Women’s shirts such as Nano or Fitted have a slim, contoured fit. We recommend going up a size if a roomier fit is preferred. Please note that measurements may vary up to 1 inch (2.5 cm) due to manufacturing variances.

Do you offer Tall, Maternity, or Plus sizes?

At this time, we do not offer tall, maternity, or plus sizes. We are constantly looking to add new products, so please do check back in the future!

Do you custom print designs?

Great idea, and it’s something we’re working on.  For now, products can only be printed as shown on the order screen unless it offers text personalization fields.

How should I wash and care for my apparel purchase?

We recommend keeping things cool — wash on cold and use a low heat setting in the dryer. Good for your gear and the Earth.

 

Payments

What payment methods do you accept?

We accept Visa, American Express, Mastercard, Discover, PayPal, and debit cards featuring the Mastercard or Visa logo.

We also accept international credit cards. Please note that some credit card companies may charge foreign transaction fees when purchasing a different currency. All such fees are the responsibility of the purchaser.

How secure is my payment?

Very!

The connection to our site from the cart uses a valid, trusted SSL certificate (valid HTTPS) on a secure TLS connection and a strong protocol version and cipher suite.

On credit/debit cards, CVV verification is required before your order can be completed. Additionally, most credit cards and Paypal offer buyer protection for online purchases. Please contact them directly for specific details as they may vary from one financial institution to another.

What is a CVV Number and how do I find it?

The CVV Number (“Card Verification Value”) on your credit card or debit card is a 3-digit number located on the back of most credit and debit cards. On American Express®, credit or debit cards, a 3-4 digit number is printed on the card’s front side.

Providing your CVV number to an online merchant proves that you actually have the physical credit or debit card – and helps to keep you safe while reducing fraud.

CVV numbers are NOT your card’s secret PIN (Personal Identification Number).

What is the Billing Postal Code and why do I need it?

A postal code (also known locally in various countries as a postcode, postcode, PIN, or ZIP Code) is a series of letters or digits or both, sometimes including spaces or punctuation, included in a postal address sort mail.

The Billing Postal Code required in the “PAYMENT INFO” section should match the postal or zip code on the address registered to your credit card.

Is my credit/debit card charged as soon as I order a product?

Yes, your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted, it will show as a charge on your statement.

If you accept a special offer for additional shirts at a discount, those shirts will be billed as a secondary charge immediately after acceptance.

Do you charge Sales Tax or VAT?

Items shipped to locations both inside and outside the US, including territories, may be subject to tax. In jurisdictions where there is an obligation to collect Sales Tax or VAT, you will see the amount applied to your order, which our software will calculate for the shipping address you have selected.

If applicable, you will see the information on the checkout page – please review it before completing your payment.

Sales Tax in the US and Territories

The tax rate applied to your order will be the combined state and local rates of the address where your order is delivered to or fulfilled from.

• Sales Tax is calculated on the total of your order, after discount.

• The amount of tax charged to your order depends on your shipping address.

• The tax shown at checkout will be for your default address, so this may change if you change your shipping address.

International Orders

The VAT tax rate is based on the destination country. Please note that additional customs and duty charges may apply if the order is over a certain threshold.

If you are shipping to a country outside of the US, you may be charged the applicable country tax rate. VAT charges apply to all orders shipped outside the US.

Can I remove Sales Tax or VAT?

Sales Tax and VAT are calculated by software that complies with current regulations for online purchases. We will always show you how much Sales Tax or VAT you will be charged when you go to checkout.

Please review your order before completing the payment; we are obligated to make this charge and cannot remove it.

I've been overcharged for my order, why?

Check your currency

Our prices are displayed in USD, so they may appear differently in your payment history after converting to your local currency. Conversion rates would account for the difference you see on your statement. 

If you see more than one charge in your statement

Credit card charges usually start with a pre-authorization check from your credit card company. This initial preauthorization is only a “pending charge” and should disappear when the final purchase amount is no longer pending. If any pending pre-authorizations are not lifted from your statement, we recommend contacting your financial institution directly for more information.          

If you still have questions about your order, don’t hesitate to get in touch with us!

 

Discounts & Promotions

How do I add a discount or promotion code?

Special promotions are available through specific campaign links which already contain this code embedded in its URL or promo codes that you can add at checkout before your purchase. Limited to one promotion per order.

If you have a discount or promo code offer, please verify that the discount is applied before completing your payment as we cannot make changes once the order is placed. Promo codes or discounts can only be applied at checkout, and we cannot apply them retroactively.

Can I combine promo codes with free shipping?

Only one promo code or discount may be applied per order. Promotions can not be combined with other promos, nor can they be combined with free shipping.

Do you have Gift Cards?

We do not currently have gift cards! But you can consider sending someone something you find and remember, it’s easy to order a size replacement if you had to guess.

 

Shipping

Can I ship to multiple addresses?

At this time, we cannot ship to multiple addresses in one order. Please place separate orders to ship to different addresses.

If you need assistance placing an order over the phone with a credit card, don’t hesitate to contact us, we’re happy to schedule a call to help!

When will my order ship out?

Orders usually ship 3-5 days from when the production process starts. Actual shipping times and delivery dates may vary depending on the local postal service in your area. For domestic orders, final delivery and tracking are handled by USPS.

When will my order arrive? Can it be expedited?

Your order will arrive approximately 5-10 business days after it’s shipped. For Alaska, Hawaii, Puerto Rico, and International orders, please allow 2-4 weeks for delivery.

We use different shipping partners, but final delivery is usually via your local postal service. To double-check ETA’s, check the estimated delivery date on your receipt or contact us at any time.

Rush production and expedited shipping options are available for qualified orders at an additional cost. Rush production guarantees your order will go to production immediately, while expedited shipping guarantees your order will arrive faster than other shipping methods. 

Due to COVID-19, our distribution centers and shipping partners take essential precautions so that orders may take longer than usual. Learn more!

 

Order Status

Can I track my order?

Yes! You will automatically receive a tracking link via the email registered to the order as soon as it ships. To check on the status of an order, grab your order number and email address and use the Track Order function (Where’s My Order?) on our website. Your info’s all there! We will also send automated updates via email when your order ships, so keep an eye out.

For domestic orders, final delivery and tracking will be handled by USPS.

For international orders, tracking ends once the package arrives at the customs agency for the destination country and then at the local postal service for final delivery. At the point the package is handed off to the customs agency, we consider the package delivered. 

If you have ordered several items, they are often shipped out in separate packages so that you may receive them on different days. You will receive an email with a tracking number for each package sent. For estimated delivery dates, see the information in your online receipt.

I haven't received a shipment notification.

If you did not receive a shipping confirmation email, it may have been directed to your spam folder. If it is not there, please check your buyer's receipt and correct them, or you may reach us, as we may have the incorrect email on file. Make sure to include the name on the shipping information, your email, and anything else that might be helpful!

My tracking number isn’t working.

Tracking numbers can take 1-2 days to appear in the shipping carrier’s system. Occasionally, the shipping carrier can experience delays in updating their site or delivering an order. 

Don’t hesitate to contact us via email or chat if the tracking number is still not working within 4-5 business days.

I need help with a late order.

Orders from our store are typically delivered within 5 to 10 business days after printing begins. For international orders, transit will take approximately 2-4 weeks.

Barring any unforeseen circumstances or force majeure, your order should arrive approximately 10 business days on domestic and 20 business days internationally from the order ship date.

You can also keep track of your order at any time by following the tracking link in your online receipt.

Due to COVID-19, our distribution centers and shipping partners take essential precautions so that orders may take longer than usual. Learn more!

What can I do if I entered the wrong shipping address?

If your order has not started production, go to your receipt and click “Change Address” to enter the correct shipping information. If production has begun, but the order hasn’t shipped, reach out to us via email or chat, including your order number and the valid shipping address. We’ll do our best to help!

If your order has shipped, not all is lost! While we cannot change the shipping address once an order has shipped, there are some steps we recommend you take:

Contact your local post office.

We recommend calling them as soon as possible to see if they can help you update your address or hold the package for you to pick up at their office. You will need to give them the local tracking number, usually located to the right of the global carrier’s site.

Can you retrieve the package from the address it has been delivered to?

If you have access to the address or have contact with someone at the address, you can reach out to them to retrieve the package addressed to you.

Contact the reception desk at the delivery address.

If there is a reception desk at the delivery address (such as in an apartment complex or a business), you can contact the reception desk to ask them if they have received it. You can also contact them preemptively to ask them to keep the package addressed to you should it arrive there.

Unfortunately, we are not able to issue refunds or replacement orders where an incorrect address has been provided to us.

Quality

What do I do if there is something wrong with my order?

Let us know! We want to help you receive the correct product in perfect condition, so please contact us. Be sure to give us as much information as possible, and pictures are always helpful!

Something is missing from my order!

Don’t worry! If you are missing an item from your order, it was most likely shipped separately.

Refer to your shipping confirmation email to know if items are sent separately. If the email displays multiple tracking numbers, your order has been sent out in multiple packages, and your missing item should show up soon.

Don’t hesitate to contact us via email or chat if your shipping confirmation only displays one tracking number or if the missing item(s) should be under the tracking number received.

 

Returns, refunds & exchanges

My shirt doesn't fit. What do I do?

If your garment doesn’t quite fit, don’t worry! You can order a size replacement in the same design, style, and color as originally ordered if requested within 20 business days of delivery. The size replacement is $10 per item, shipping included.

To help you pick the right size, we’ve included a sizing chart on the product page for most of our apparel items. To start the process, please reach out to us via email or chat; we’ll be happy to help!

Why Does It Cost $10 to Get a Size Replacement?

All our products are made-to-order, and this small fee covers printing and shipping costs. Most print-on-demand companies ask for the original items to be returned- in such cases, the customers are responsible for shipping costs when sending the garment(s) back. We don’t! Once the process is completed, donate it, share it, or give it to a friend. 

How Long Will it Take for My Replacement to Get to Me?

Your replacement will ship out in 3-5 business days from the date it was processed. Actual shipping times and delivery dates may vary depending on the local postal service in your area. For domestic orders, final delivery and tracking are handled by USPS.

 If I Want to Return My Item and Get a Refund, Can I?

We will send a free replacement or look into a refund if you receive a product that is not as ordered and has been verified with a photo; no need to return it!

Because your purchase is custom printed exclusively for you, it will only qualify for replacement, return or refund if: (I) the product itself is flawed, (II) the quality of the printing is poor, or (III) the final product is notably different from the product presented on the order screen.

Please refer to the section What is your return and refund policy? for more information.

What is your return and refund policy?

What is your policy?

We will send a free replacement or look into a refund if you receive a product that is not as ordered and has been verified with a photo; no need to return it!

Because your purchase is custom printed exclusively for you, it will only qualify for replacement, return or refund if: (I) the product itself is flawed, (II) the quality of the printing is poor, or (III) the final product is notably different from the product presented on the order screen.

If your purchase meets any of the above criteria, contact us within ten business days, and we will process a replacement at absolutely no cost to you as soon as the issue is verified. Pictures are required in most instances, so please do not discard the order or packaging until the review is completed. Please include the following:

• Your order number and the email address you registered on the shipping information.
• Photo(s) of the affected items(s). Please include a photo of the whole item and any other photos that may help identify the issue, including photos for:
  • Apparel: the garment’s label and another with the full item clearly displayed. Include any size adjustments, as we cannot modify replacements once requested.
  • Posters: send us an image of the entire poster lying on a flat surface.
  • Phone cases: include pictures of both the case’s front and back.
  • Other items: a photo showing the whole product and any relevant closeups.
• Any other relevant information.

How long does a replacement, refund, or return take to process?

If your claim is approved, we will request a replacement or issue a refund. Qualified refunds are processed immediately but may take 5-10 business days to appear on your statement, depending on your payment method.

If we request item(s) be returned to us, we will send you the qualified refund or replacement after receiving the return. Customers are responsible for shipping costs on returns. Shipping, handling, taxes, and any additional service costs are nonrefundable.

To qualify for a return or refund, your item must be unused and in perfect condition. Unqualified returns will not be eligible for a refund or replacement, and the item will be forfeited.

Anything else I should know?

We cannot accept returns or process refunds if:

• The item(s) is printed as ordered, but you “changed your mind.” We print on demand and, therefore, cannot accept returns with that inquiry.
• Our team has not reviewed and approved the return request before sending the item(s) back.
• The item(s) have been worn or washed.
• The item(s) have been altered in any way or do not have the original tags.
• The item(s) was a “Final Sale” during periods such as Halloween, Christmas, Black Friday, St. Patrick’s Day, etc., and a promo code was utilized.

If your shirt doesn’t fit and you’re looking for a size replacement, please take a look at this page instead.

Shipping Warranty Terms & Conditions

The GearLaunch Shipping Warranty protects you when you purchase items sold through our platform. Our warranty covers the condition of your items at delivery, and you receive the item you ordered online. If the item’s delivery is unsatisfactory, you can report the problem to GearLaunch, and our team will determine if you are eligible for a refund or replacement of the product.

Shipping Warranty. You may be able to request a refund or replacement under the Shipping Warranty if any of the following apply:

1. You do not receive your package due to it being lost or stolen in transit (stolen off the porch)*
2. You receive an order that is different than expected or damaged and have requested a refund**

* For the Shipping Warranty to apply to an item stolen off the porch, (i) a police report must be filed and provided to GearLaunch, (ii) the item must have been marked as delivered by the shipping carrier, and (iii) the address provided in the shipping information is correct. You must email a copy of the police report to warranty@gearlaunch.com with the title Shipping Warranty in the subject line.

**If your item is different or damaged, please email us a photo of your damaged item. You may also return the damaged item to GearLaunch, at the address we provide, but if the issue is verified with a photo, you don’t need to return it! We reserve the right to offer you a 50%-off-retail code with ordering instructions for items that were damaged due to the negligence of others.

All fees paid for the Shipping Warranty are nonrefundable and non-transferable.

Warranty timeframe: If a package is marked as delivered, any claim under this warranty must be sent to GearLaunch within 10 days of the delivery date. If an item is lost or stolen in transit, you have up to 30 days after the maximum estimated delivery date to file a claim under this Shipping Warranty.

Exclusions. This warranty applies to purchases made on a website connected with the GearLaunch Platform and tracked through a shipping carrier. This is not an insurance product, and there is no offer of insurance directly to you when using this warranty. This warranty does not apply if you provided the incorrect address on the shipping information. If you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the Shipping Warranty. 

The election of the Shipping Warranty service is entirely optional to you at the time of purchase. The coverage does not cover any single order over USD 150.00 in value. GearLaunch neither assumes nor authorizes any person to assume for it any obligation or warranty other than stated in these Terms and Conditions.

GearLaunch reserves the right to change the pricing of this service at any time. You are responsible for all taxes applicable to the delivery of your order, including sales tax, value-added tax, customs duties, and excise duties.

 

Other Questions

What is GearLaunch?

GearLaunch is a Print-on-Demand company that makes it easy for anyone to create and sell custom products. We handle all the nitty-gritty and let our users take care of the fun part – designing and marketing!

How do I report a campaign for policy violations?

As a user-generated content platform, we take infringing content concerns seriously and appreciate you taking the time to report a suspected violation. To place a formal complaint, please follow the instructions on our policy page.

Do I need to enable cookies in my browser?

Yes! For security reasons, many websites will not function at all without the use of cookies.

See our Privacy Policy at the bottom of the page for more information about how we use cookies.