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Frequently Asked Questions

(Click on any question to expand.)

Order Overview

What happens once I place my order? (Express Service)

  • Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

  • Logo Setup: Immediately upon receipt of your order with your new logo artwork, our team of digitizers will set up your artwork to be used for the customization method chosen at checkout. Since we will not be sending you an official proof for approval, we are able to quickly send your artwork file to our production team to start customizing your order.

  • Production: Our skilled team of operators sets up the appropriate machine that will add your company logo to the items purchased. They ensure placement, colors used, and the finished product are ready to go.

  • Order Ships: After production is complete, your order will go through quality control and be packaged up to ship out to you via the shipping method chosen at checkout.

    • You will receive an email with your tracking number when it leaves our warehouse
    • Ground Shipping (included with your order) typically takes 3 to 5 days for delivery
    • Expedited shipping is also available for a fee that can be purchased at checkout

What happens once I place my order? (Full-Service Proofing)

  • Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

  • Digital Proof Emailed to You: Within 2 to 3 business days, you will receive a proof via email of your digitized logo.

  • Proof Approved by You: You must approve your logo proof within 24 hours to keep your order on schedule! Edits to the logo, or delays to the approval, will cause delays to your order ship date. Proofs that are still not approved after 72 hours will be put into production as proofed.

  • Production: Once the logo is approved, the order goes into production!

  • Order Ships: After production is complete, your order will go through quality control and be packaged up to ship out to you via the shipping method chosen at checkout.

    • You will receive an email with your tracking number when it leaves our warehouse
    • Ground Shipping (included with your order) typically takes 3 to 5 days for delivery
    • Expedited shipping is also available for a fee
  • Because the digitizing and decoration charge of one logo (up to 10,000 stitches for embroidery and up to 2 colors for screen printing) are FREE on all orders, your price will always be the same as what was shown in the order confirmation you received post order placement. Additions like multiple logos, excess colors or stitches beyond what we include, and upgrades in shipping method could be cause for extra costs after the point of order placement if requested. In those cases, you will be notified about those charges from our order processing team and will have to purchase them separately in a new order link before we proceed – we will never charge your credit card without your permission!

What happens once I place my order? (Logo on File)

  • Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

  • Production: Since we have your previous artwork on file and do not need to re-proof your order, it can go directly to our production facility for customization. Here, our skilled team of operators sets up the appropriate machine that will add your company logo to the items purchased. They ensure placement, colors used, and the finished product match the previously approved proof you selected at checkout.

  • Order Ships: After production is complete, your order will go through quality control and be packaged up to ship out to you via the shipping method chosen at checkout.

    • You will receive an email with your tracking number when it leaves our warehouse
    • Ground Shipping (included with your order) typically takes 3 to 5 days for delivery
    • Expedited shipping is also available for a fee

What happens once I receive my order?

If you receive your order and you’re satisfied, please let us know! We love to hear about your experience with Merchology. If there is something wrong with the order, please reach out to our order processing team at orders@merchology.com. We must be contacted about any issues within 30 days of receipt.

General Ordering Information

How does your pricing work?

The costs you see on each product page and at checkout include the cost of the item, one logo artwork setup, customization on one location per item, and Ground shipping to one address.

We offer discounts with bulk orders on a per product basis. The more you buy, the more you save!

Add-ons such as multiple logo setups, imprint locations, and personalization can be added (if applicable for the product) through the “Optional Extras” dropdown before adding items to your shopping cart.

Will I see a proof of my logo before the order is produced?

We offer two options for proofing that you will be prompted to choose from at checkout - “Express Service” and “Full Service Proofing”. With “Express Service”, you will NOT receive an official proof for approval, however your order can ship up to 2 days sooner than listed lead times. “Full Service Proofing” allows you to see an official proof for approval prior to production on the order and changes can be made if requested. Standard lead times will apply for orders receiving a proof. Edits to the initial proof will incur additional days lead time for re-proofing.

(NOTE: Proofs must be approved within 24 hours to meet the “Ships By” date shown on the website at the time of purchase. Proofs that are not yet approved after 72 hours of receipt will be auto-approved for production as shown.

If a customer is unable to be reached after an order is placed, Merchology reserves the right to fulfill the order based on the initial order information supplied at the time of checkout without a formally approved customer proof.)

Can I make edits to my logo?

If you have selected our “Full Service Proofing” option at checkout, you will receive an email notifying you that your proof is available to review approximately 2-3 days after order placement. From there, should changes be required to any portion of the design, you are able to request the edits you require directly from that same link.

(NOTE: Edits to the initial proof will incur additional days to the overall order lead time as re-proofing must take place.)

If you have selected our “Express Service” option at checkout, you will not receive a proof to approve prior to production and shipment of your order. In that case, you would not be able to make any edits to the design.

    What is the "Small Run" fee and how do I get rid of it?

    Almost every product on our site has a pricing table shown on the "Pricing" tab on the left side of the page. If you do not hit a minimum quantity on any of the products in your cart, a "Small Run" fee of $59.00 will be added on the cart page. This fee is to cover the costs of running an order of this size.

    But have no fear: there are several ways to get rid of it!

    • Companion styles and related products can be used to get to the minimum. e.g. If a minimum for a product is 12 pieces, 6 Men's + 6 Women's will get you there; same with 6 Blue + 6 Black.
    • Get to the minimum for any wearable or bag and the fee is removed.
    • Or, save up your quantities and buy everything at once or alternatively, purchase a few more than you might need!

    Can I cancel or change my order?

    If “Express Service” is selected at checkout, your order is unable to be canceled. Orders that are placed with “Full Service Proofing” can be canceled at any time prior to proof approval. After a proof has been approved, the order is in production and cannot be canceled. If you need to change your order after order placement, please contact our order processing team at orders@merchology.com with your request and we provide you with available options.

    What if I need to cancel my order?

    If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full. If your logo has been digitized & stitched out or issued a proof for approval there will be a $49.00 fee.

    Do you charge sales tax?

    Customers in certain states may be required to remit use taxes. If your organization is exempt, please supply a Merchologist with your resale certificate prior to placing your order at merchologists@merchology.com.

    Artwork

    What if I need a larger logo than 10,000 stitches? Or two logos?

    Most logos that are embroidered fall under our 10,000 stitch count limit. If a logo surpasses that amount, it’s typically because the design of the logo is very detailed, contains a high quantity of colors, large in size, or heavy in background filling. If you’re worried your design may need to be larger than 10,000 stitches, our team of Merchologists can take a look and quote you on the potential overage or provide suggestions to avoid overage. Email us at merchologists@merchology.com with your logo artwork.

    Additional logo setups cost $49.00 each. If you plan to have multiple logos applied to each item or garment, additional costs apply on a per piece basis that are typically $4.00 per piece. This add-on can be included in your cart when selected from our “Optional Extras” section on the product page. Our Merchologists can also provide an all-inclusive quote if you connect with us via email, phone, or our Live Chat feature.

    What kind of artwork can I upload?

    If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI images. However, we will take whatever you've got--we've seen pretty much everything! (NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing.)

    Do you keep my art on file?

    Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible. Previously approved proofs can be selected for use on new orders when “Logo on File” is selected before adding items to your shopping cart. You must be logged into your account to see past proof options. Past proof options are only available if you placed past orders while logged into a Merchology.com account.

    Where do I upload my artwork?

    On each product page, you will be prompted to upload your logo artwork file before adding items to your shopping cart. There, you will have the option to “Upload Your Logo”, “Add Logo Later” or “Logo on File”.

    “Upload Your Logo” supplies us with the artwork to begin processing your order right away. “Add Logo Later” should only be selected if you want time to discuss your design details with our order processing team. This option will delay the lead time of your order. If you have immediate concerns before order placement, our team of Merchologists is available to help via email, phone, or our Live Chat feature.

    “Logo on File” should be used if you’ve placed an order with Merchology for co-brand apparel and gifts in the past and we already have your design proofed from a previous order. When this option is selected, you’re prompted to login to your account so you can choose the proof option you’d like re-used for this new order.

    Does Merchology offer screen printing?

    Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread and ink colors. If you have a specific PMS color number that you are hoping to match, you can include this in the “Order Notes” section at checkout or let our team of Merchologists know prior to order placement. To confirm if PMS matching is available for the products you’re customizing, email merchologists@merchology.com or give us a call at 1-855-214-8305.

    Can I specify a PMS color for my imprint?

    Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread colors. Your Merchologist will help with this as much as you'd like, too! You can always include a message about PMS colors in the "Comments" section of the ordering process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order).

    Color Variations

    All orders include two different color variations. We suggest one variation for light colored items, and the second variation for dark colored items. Additional color variations will require a separate order.

    Can I order apparel without customization?

    All apparel from retail brands requires embellishment. (The one exception is sample orders of 1-2 pieces.)

    What other decoration options do you have available?

    View our Custom Decoration Methods here to learn more.

    Shipping & Delivery

    How long does it take to receive a custom order?

    Overall lead time for your custom order will depend on the product, customization method being used, and the shipping method for transit to your delivery address. We showcase each product’s lead time in a calendar feature at the bottom of each product page. We ship all products for your full order in one shipment so be sure to base delivery on the product with the longest lead time listed.

    For our fastest turnaround time items, view our popular Quick Ship collection!

    Can I get my order faster than the date listed on your site?

    We do offer options for faster processing time on your order.

    At checkout, you have the option for “Express Service” or “Full Service Proofing”. With “Express Service”, you will not receive a proof for approval of your logo artwork but your order can ship up to 2 days sooner. This service is at no cost to you, but delivery dates are not guaranteed. “Full Service Proofing” allows you to see a proof for approval prior to the order being produced, but standard lead times apply.

    Rush Processing options are available depending on the items you want to order. Rush Processing ability must be confirmed by our team of Merchologists prior to order placement, will incur a fee in addition to your order total, and no proof will be provided for approval. This option guarantees a specific order ship date. Expedited shipping must be purchased in conjunction with Rush Processing service.

    To confirm if your order is eligible for Rush Processing, please fill out our Rush Request form: https://www.merchology.com/pages/rush-order-processing.

    How long will it take to get my order? (blank samples)

    Blank (non-custom) sample goods ship between 1-5 business days, plus transit time to your location.

    Do you offer expedited shipping?

    Yes, you can select 3-Day Select, 2nd Day Air, or Next Day Air with costs based upon the weight of your goods. (Expedited orders for suitcases and golf bags may incur further shipping charges, however.) There are expedited options available for international shipments, as well.

    Can I ship on my own shipping account?

    Merchology ships through UPS service. We are able to ship your order using a UPS account number if supplied to us before shipment of your order. You can include this account number in the “Order Notes” section at checkout or let our team of Merchologists know before you place your order. You can email them at merchologists@merchology.com, call our Toll Free line at 1-855-214-8305 or chat with us on our Live Chat feature.

    International Orders

    How do I place an international order?

    If you plan to ship your order outside of the United States, be sure to enter that shipping address at checkout. Once inputted, our site will show you all the shipping options available to your destination with costs indicated per option. There will be options for shipping alone as well as options to pre-pay duties and taxes. These costs are pulled directly from UPS in concurrence with the products you’re ordering and where you’ll be shipping them.

    (NOTE: If you choose not to pre-pay duties and taxes, you will be contacted by customs when your order arrives to the country of destination.)

    How long will it take for an international order to arrive?

    All orders ship from our facilities in either Minnesota or Nevada. The production time estimated for your order is the same no matter domestic or international shipping, however transit time to international addresses will be longer and dependent on the country of destination. Expect an additional 5-7 business days time before delivery with standard international shipping.

    Samples

    How do I order samples?

    If you are in need of a sample before the purchase of your group order, please select "Sample" as your decoration option on the product page. Un-decorated apparel, headwear and bag samples shipped within the United States can be returned for a refund & no additional charges within 30 days of purchase if the style is not chosen by your company or group. Hard good samples (gift items) cannot be returned. (Note: All sample orders exceeding $500.00 will incur a 15% restocking fee. Shipping will not be refunded.) For samples shipped internationally, the customer is responsible for shipping charges back to the U.S.

    Are there limits to samples?

    True sample orders intended for fit and style review are encouraged prior to placing your customized order. We allow one sample per size, color and style of a garment and have overall quantity limits of 3-12 units total depending on the brand and their specific restrictions.

    Sample orders of apparel are initially for purchase, but are returnable up to 30 days of order placement for a refund.

    Gift items are not always available to be ordered as samples. Gift item samples can sometimes arrive with sample customization on them for review and are not returnable for refund.

    For questions regarding your specific sample order request, please chat with our Merchologist team via email, phone or our Live Chat feature.

    Payment

    What type of payments do you accept?

    We accept all major credit cards, Paypal, and pre-approved Net 30 terms.

    When do you charge my credit card?

    We authorize your card once you place the order on our website and funds are collected within 24 hours of order placement.

    Do you offer Net 30 terms?

    Yes. There is a $750.00 minimum on all opening Net 30 terms orders. Please contact us before you place your order if you'd like to get set up on Net 30 terms. Net 30 terms are not valid on sample orders.

    Do you offer wholesale pricing?

    We partner with the brands we showcase on Merchology.com to offer companies the ability to co-brand apparel and gifts with their logo. We do not offer wholesale pricing or resale of the products purchased from our site.

    Returns

    What if I’m unhappy with my order?

    If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact our order processing team at orders@merchology.com and we will find a suitable resolution. Your experience with Merchology means everything to us and we will do our best to work with you on any issue. We must be notified of all issues within 30 days.

    Can I return custom apparel or gifts?

    The only returns we can accept are for defective apparel or defective decoration (embroidery, printing, etc). However, we will try and help you out as much as we possibly can, within reason.

    Company Stores

    If you are interested in creating a company store, please view our Company Store Options here. If you have any questions our team of Merchologists are ready to help! Call us at 1-855-214-8305 or chat with us via our Live Chat feature.

    Trademarks & Logos

    If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork. By supplying Merchology with your artwork you give us the right to use it for promotional purposes unless you explicitly revoke that right.

    Certain retail brands have logo use guidelines that Merchology follows; we reserve the right to cancel orders with logos that do not conform to those guidelines.

    Our Site

    The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.

    All prices and product information are subject to change without notice.

    View our terms of service here.

    Privacy Policy