Smack Sublimated FAQ's
Are you designing your team's custom sublimated jerseys with Smack Sublimated? Here are the answers to our most common FAQs.
HOW DO I ORDER FULL CUSTOM DESIGNED ITEMS?
To place an order for fully custom items, submit your requests through the Request for Proposal page. A Customer Care Specialist will contact you within 24 hours to discuss your design ideas and then pass along to one of our artists to work on creating mockups for your review.
HOW LONG WILL IT TAKE FOR MY SUBLIMATED ORDER TO BE DELIVERED?
Production times for customized orders can vary depending on the type of customization and the time of year. Our standard production timeframe is 3-4 weeks, plus ~1-4 working days for ground shipping. However we can produce your order in 2 weeks for a rush charge of $8/garment. Please choose this option when placing your order, and you may also choose expedited shipping. You are always welcome to log into or system under MY ACCOUNT for updated status on your order.
HOW DOES SMACK SUBLIMATED APPAREL FIT? IS IT TRUE TO SIZE?
Please review our Sizing Charts posted on the Website. This chart provides helpful information for proper measurements.
IF I MAKE A MISTAKE ON MY ORDER PLACED THROUGH THE WEBSITE, CAN I CANCEL OR CHANGE IT?
Once you place an order, within 24 hours we will email you the order form and proofs. As soon as you confirm the proofs, it proceeds directly to our order fulfillment center, however you may also at that point change or cancel the order. If you do find a mistake with your order, please call Customer Care as soon as possible. For more details, see Terms and Conditions.
HOW DO I USE STORE CREDIT ON MY NEXT ORDER?
Store Credit must be redeemed through our Customer Care Center. Contact one of our Customer Care Specialists prior to ordering so your credit can be applied properly.
DOES SMACK SUBLIMATED ACCEPT PAYPAL?
Absolutely! You may select the PayPal option during the check-out process. Note: Please review the shipping address used in your PayPal account. This address will be applied by PayPal to your order.
WHAT ARE YOUR SHIPPING OPTIONS?
Most orders are shipped via DHL Express, directly to you from our manufacturing facility, which takes about 3 days. If you prefer we can possibly ship from our Los Angeles office via UPS Next Day Air, Next Day Air Saver, 2nd Day Air, 3 Day Select, and UPS Ground, however an additional fee may be incurred. Visit our Terms and Conditions page for more info.
I'M IN THE MILITARY. WILL YOU SHIP TO A MILITARY ADDRESS?
Absolutely! And thank you for your service to our country. A Customer Care Specialist will gladly assist you in placing your order. If you have issues in checkout, try our Live Chat or forward your custom design to service@SmackSublimated.com and submit this form, and one of our Customer Care Specialists will get back to you within 24 hours.
CAN I TRACK MY ORDER?
As soon as your order ships from our warehouse, a tracking number will be generated and sent to the email address on your account. Using this number, you can track your order on www.DHL.com or www.Fedex.com.
DO I HAVE TO SIGN FOR THE PACKAGE WHEN IT IS DELIVERED?
Due to the value and difficulty in replacing stolen deliveries, DHL/FEDEX will require a signature. Some residences/businesses are located in an area where they will not drop off packages. We recommend speaking to your local driver to arrange proper delivery.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept Visa, Mastercard, Discover, Amex and PayPal. We will accept Purchase Orders from schools and other qualified organizations. A Money Order, Cashier's check, or bank check may be accepted in certain situations. For international orders, we accept bank wires. Please check with a representative before submitting an order - email service@SmackSublimated.com, or you can try our Live Chat.
HOW LONG IS YOUR WARRANTY?
Most of our products carry a 30 day warranty for manufacturing defects except as noted below. Providing the item shows no signs of abuse, we will replace or repair the item at our discretion. Closeout items are provided as-is with no warranty. Pants do not have a warranty period, due to the nature of their use.
HOW DO I RETURN OR EXCHANGE AN ITEM?
See Terms and Conditions – sublimated items cannot be returned, unless due for manufacturer defects, in which case we will fix or replace. A Customer Care Specialist can authorize a return and provide you with a Return Authorization Number (RMA). This number must be written on the returned box. Items being returned must be in new condition.
WHAT IF I RECEIVED THE WRONG ITEM OR A DAMAGED ITEM?
While we strive for accuracy, mistakes sometimes happen. Please accept our apologies. A Customer Care Specialist will gladly assist in resolving the issue. In the case of a damaged item, we may ask for your assistance in emailing us a photo of the item to email service@SmackSublimated.com, with an explanation of the problem.
WHEN I RETURN AN ITEM, HOW QUICKLY WILL I RECEIVE MY REPLACEMENT?
Typically, 2-3 weeks, but we always put a RUSH on these orders, so hopefully we can get back to you within 1-2 weeks.
I ADDED A FEW MORE PLAYERS – HOW FAST CAN I GET A REORDER?
We suggest you always order a few extra items, since you will always have a kid that either loses their uniforms or you add new players. We put a high priority on reproducing orders, so expect delivery in 2-3 weeks, but we will always shoot for 1-2 weeks. Login to your account, then resubmit the previous order, changing the order details to match the reorder. Or you can contact a Customer Care Specialist at service@SmackSublimated.com or 310-379-0245.
DO YOU OFFER WHOLESALE PRICING?
Our current business model is to maintain extremely low prices by selling direct to the customer. Wholesale pricing is not available, however we do offer Team Dealers the ability to place our Uniform Builder on your site and make a reseller fee/commission … or if you are an individual, you can become an Affiliate and make a percentage orders you refer.
DO YOU HAVE ANY COUPON CODES?
We will offer coupon codes and product specials for special promotions, partners, sponsorships, etc. You must either signup for our Email Newsletter, or like our Facebook page.
IS THERE ANYWHERE ON THE WEBSITE TO SEE MY PREVIOUS ORDERS OR TO CHECK THE STATUS OF AN ORDER?
Yes, you can go to My Account and login for all previous order information.
HOW DO I CHANGE MY ACCOUNT INFORMATION OR EMAIL ADDRESS?
To update your account information, please login on the My Account page.