What is Puddle Bear's turnaround time?
Our production turnaround time is usually 4-7 business days from January to November. Due to the holidays and the higher volume of orders our production turn around time is moved up to 7-10 business days in December, usually starting right after Black Friday. We do offer "Rush Processing" as an alternative to get your shirt(s) made within 1-2 business days.
I would like to get one of the products you offer customized from an idea I have, can you do this?
Yes, we will absolutely do our best to help so please feel free to contact us
How do I get the shirt I want to order customized or personalized?
All of our listed products should have fields or text boxes for you to enter any and all information necessary to complete your order. However, if you have a specific request for your order, please contact us.
How can I get a price quote for my order and how much will it cost to ship my order to me?
We are more than happy to give quotes for orders and shipping. In order to accurately give a shipping quote we will need your zip code and how many products to calculate your shipping total.
Where will my order ship from?
All orders are made to order and shipped from our shop in Connecticut
How do I order more than one product?
Our online shop has a cart system so every time you select a product and click the "Add to Cart" button the product you selected will be added to your shopping cart. A window will pop up that will prompt you to either "Proceed to checkout" or "Continue Shopping". So if you're not done shopping please click continue shopping. Once you have added all the products you would like to purchase into the cart. Then you can click on the "Proceed to checkout" button.
Can I change the text? I like one of your designs but I would prefer it to have no text or personalization is that possible?
All of our designs are created with customization in mind which allows us to to be able to customize all of our products however you would like them to look. When placing your order please contact us or leave us a message in the "Optional Notes" box explaining how you would like it to look or with a simple note like "design only, no text", Then we will do our best meet your needs and may even contact you for more information when necessary.
I need to modify my order, can I?
Yes, but you must contact us right away before we start processing your order in production.
How are the Grow With Me, Class of shirts sized?
All of our basic "Class of" and Graduation Cap shirts are meant to be in adult sizes. But we also do offer youth size shirts. We understand that the concept of these shirts can be confusing but these adult size shirts are intended for children to grow into over the years.
Do your couples shirt sets come in pairs or do I need to order them separately?
Our shirt products are listed individually by style, size and color. When ordering a shirt set you will need to add each individual shirt in the sizes and colors you want into your cart in order to complete your couples shirt set. This allows you to choose the correct size and style for each person and allows for making shirt sets with two different colored shirts.
Is my custom order refundable?
We try to do everything we can to ensure your order is processed correctly. We ask that you double check all spelling and sizes when placing your order. We are not responsible for items that are requested in an incorrect size or personalizations that are spelled incorrectly.
Can I cancel my order at anytime?
If you request to cancel your order before material processing has begun we can cancel your order and issue you a full refund. However, if vinyl has already been cut and or the products in your order has already been pressed we cannot issue a refund. These matters may be taken up on a case by case basis.
I found a mistake what is your return and exchange policy?
We are all human and we sometimes make mistakes. If you find a mistake that we made please contact us with an accurate explanation of the issue that depicts what is wrong and include clear pictures of the mistake. (Examples of mistakes: misspelled name, wrong size shirt, etc...) Then, we will replace your shirt free of charge. Just contact us, show us a picture of the mistake, and we'll send you another shirt as soon as possible.
I purchased one of your products with no customization can I return it?
If you are not satisfied with your non personalized merchandise, please contact us within 20 business days of receiving your order. All issues are usually handled on a case-by-case basis. But depending on the issue we can either offer an exchanged item or a partial to full refund of the purchase price not including shipping. When an item is returned, we ask that you deliver it in the exact same condition as when it was first received (unwashed, with tag on).
One of the products arrived damaged what do I do?
If your merchandise arrives damaged please inform us as soon as possible or within maximum 3 business days of delivery. Also if the damage was due to shipping we require clear pictures of any tears, rips, stains, punctures, etc... showing the actual damage to both the packaging and merchandise due to improper handling. With this information regarding your damaged merchandise, we will then start a claim process with USPS. USPS will then contact both you and us regarding the claim. DO NOT throw away any of the packaging because USPS may ask and send an agent to inspect the packaging. After this process is complete we will then replace the damaged merchandise at no cost to you.
I'm interested in getting some shirts made but I would like to see a sample first so what do I do?
We want you to have the shirt that matches your ideas and our proofs are offered as a free service for up to three design changes. After 3 digital proofs have been sent for the same design idea, additional digital proofs will be subject to a design fee starting at $10.00 per digital proof. Also digital proofs will only be made upon request, a digital proof can be created for your custom and personalized order prior to production. Keep in mind that your order will not be produced until you have approved your digital proof. Please be advised that Puddle Bear is not responsible for errors on merchandise that are approved in your digital proof. Please make sure the layout, color choices, all text including name(s) and number(s), are correct before approving your digital proof. Please allow up to 2-3 business days for a digital proof; timing depends on the complexity or if there are multiple digital proofs needed for multiple items. If new graphics need to be created, we may need more additional time. But we will do our best to work with you if you have a particular due date in mind.
Digital proofs are not to be used for the purpose of color matching. Our monitor(s) including your monitor, phone display, tablet display, etc... are calibrated differently compared to each other and color hues will look different. Also an electronic display of any sort is pure light and is only a close representation of the color not the exact color of the graphic pressed onto the merchandise.
No refunds are available for approved digital proof(s).
I have an issue with my custom order what can you do to help me?
All other possible unforeseen issues with customized and personalized items will be dealt with on a case-by-case basis. Just please contact us via our contact us form or by email and clearly explain the issue(s).
When will I get my refund for a product(s) we returned?
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (2 to 3 business days), and the time it takes your bank to process our refund request (5 to 10 business days).