FAQ and Additional Policies

Welcome to Puddle Bear!

We've put together answers to some of our most common questions to make your shopping experience as easy as possible.

We're a small, family-run business, and we believe in being helpful and transparent without making you read through pages of complicated fine print.

If you don't find the answer you're looking for, we're always happy to help!

Email: support@puddlebear.com
Phone: 203-255-5550

ORDERING & CUSTOMIZATION

1. Can you create a custom design from my own idea?

Absolutely! We love helping customers bring their ideas to life. If you have a design or personalization idea that you don't see on our website, email us at support@puddlebear.com. We'll be happy to discuss the possibilities!

2. How do I customize or personalize a shirt?

Most products include customization fields or text boxes where you can enter the information needed to complete your order.

If you have a special request or aren't sure how to enter your customization details, please contact us before ordering.

3. Can I change the wording or remove text from one of your designs?

Absolutely! Our designs are created with customization in mind.

If you'd prefer a design without text or personalization, simply leave a note in the Optional Notes box during checkout. For example, just write "Design only, no text."

If we need additional information, we'll reach out to you.

4. Where will my name or personalization be placed on the back of my shirt?

Our standard placement for names and personalization is centered between the shoulder blades.

Placement varies depending on the garment style and size. On adult shirts, personalization is typically positioned approximately 5–6 inches below the collar. On smaller garments, placement is adjusted accordingly.

For hoodies, personalization is positioned slightly lower so it remains visible when the hood is down.

If you'd prefer a different placement, simply leave a note with your order. Unless otherwise requested, all personalization will be centered between the shoulder blades.

5. Can I modify my order after placing it?

Yes, but please contact us as soon as possible!

Under normal circumstances, there's approximately a 2–3 business day window before printing begins. Once your order enters production, making changes can be difficult or sometimes impossible.

Modification requests are handled on a case-by-case basis.

6. How do I order more than one product?

Our online store has a shopping cart that makes ordering multiple items easy!

Simply select a product and click Add to Cart. You can then choose to continue shopping or proceed to checkout.

Continue adding products until you've selected everything you'd like to purchase, then proceed to checkout.

7. Do your couples' shirt sets come as a pair?

Our shirts are listed individually by style, size, and color.

To create a matching set, simply add each shirt to your cart separately. This allows you to select different sizes, styles, and colors for each person.

8. How are your Grow With Me and Class of shirts sized?

Our standard Class of and Graduation Cap shirts are designed using adult sizing. We also offer youth sizes for those who prefer them.

The idea behind our Grow With Me shirts is to give children a shirt they can grow into and enjoy wearing as they get older!

PROCESSING & TURNAROUND TIMES

9. What is Puddle Bear's processing time?

Our typical processing times are:

January–November: 5–7 business days.
December: 7–10 business days, typically beginning after Black Friday due to increased holiday order volume.

Business days are Monday through Friday, excluding weekends and holidays.

We may also offer Rush Processing, which can move your order ahead of our regular production queue. Rush orders are typically completed within 1–2 business days, subject to availability and applicable fees.

Please see our Shipping Information page for more details about rush processing and delivery times.

10. It's been 7 days, and I haven't received my order. Why?

Our processing time refers to how long it takes us to prepare and produce your custom order. Shipping time is additional.

Unlike large retailers, we don't have a warehouse stocked with every possible brand, style, color, and size of apparel. Many items must first be ordered from our suppliers before we can begin customization.

Most supplier shipments arrive within 1–2 business days, but occasionally they can take up to 5 business days.

Once your apparel arrives, we can complete the customization and ship your order.

We do our best to keep everything moving smoothly, but some of these steps depend on our suppliers and shipping carriers.

For delivery estimates and shipping options, please visit our Shipping Information page.

PRICING & QUOTES

11. How do I get a price quote for an order?

We're happy to provide quotes!

To help us calculate an accurate estimate, please provide:

The type and style of apparel you're interested in.
The quantity needed.
The sizes required.
Your shipping ZIP code.

We'll use this information to estimate your order total, including shipping.

You can email your request to support@puddlebear.com.

CANCELLATIONS, RETURNS & EXCHANGES

12. Can I cancel my order?

If you request a cancellation before material processing or production has begun, we can cancel your order and issue a full refund.

However, once printing or production has started, or your products have already been pressed, we're unable to guarantee a cancellation or refund.

Exceptions may be considered on a case-by-case basis.

13. Are custom orders refundable?

Because our personalized products are made to order, we ask that you carefully review all sizes, spelling, names, and personalization details before submitting your order.

We cannot be responsible for incorrect sizes or misspelled personalization details supplied when placing an order.

If you experience an issue with your custom order, please contact us so we can review the situation.

14. Can I return an item purchased without customization?

Yes! If you're not satisfied with non-personalized merchandise, please contact us within 20 business days of receiving your order.

Depending on the situation, we may offer an exchange or a partial to full refund of the purchase price, excluding shipping costs.

Returned merchandise must be in its original condition, unwashed, and with all original tags attached.

All returns are reviewed on a case-by-case basis.

15. What if Puddle Bear makes a mistake with my order?

We're human, and occasionally mistakes happen!

If you receive an order with an error caused by us, please contact us with a clear explanation and photos showing the mistake.

Examples include:

Misspelled names or personalization.
Incorrect shirt sizes.
Incorrect designs or products.

If we've made a mistake, we'll make it right by replacing the affected item at no additional cost to you.

16. When will I receive my refund after returning an item?

Please allow up to 4 weeks to receive your refund after handing your return package to the shipping carrier.

In many cases, refunds are processed much sooner. The estimated timeframe includes:

Return shipping to our shop: 5–10 business days.
Our inspection and processing: 2–3 business days.
Your bank's refund processing time: 5–10 business days.

Once we've processed your refund, the remaining time depends on your bank or payment provider.

DIGITAL PROOFS & DESIGN APPROVAL

17. Can I see a sample of my design before you make my shirts?

Absolutely! We want you to love your design before production begins.

We offer complimentary digital proofs for up to 3 revisions of the same design idea. Additional revisions may be subject to a design fee starting at $10 per digital proof.

A few things to know:

Digital proofs are available upon request.
Proofs must be requested before production begins.
Production will not begin until you've approved your digital proof.
Please allow approximately 2–3 business days for a proof.
More complex designs or multiple proofs may require additional time.
Designs requiring newly created graphics may take longer.

When reviewing your proof, please carefully check all spelling, names, numbers, layout, and design details.

Once you approve your digital proof, Puddle Bear is not responsible for errors clearly shown in the approved proof.

18. Can digital proofs be used for exact color matching?

No. Digital proofs are intended to show the general appearance and layout of your design, not provide an exact color match.

Computer monitors, phones, and tablets all display colors differently. Additionally, digital screens produce light, while printed and pressed graphics have a different appearance.

Because of these differences, colors displayed in your digital proof may vary slightly from the finished product.

19. Are digital proof fees refundable?

No refunds are available for approved digital proofs.