Frequently Asked Questions
COMMON PROCESS QUESTIONS
I've Been Burned! How Can PTS Ensure I Will Get What I Expect?
One of the best things about us is that WE OWN OUR FACTORY – No outsourcing / middle man insanity!
We aren’t going to tell you anything is stuck in customs, we’re not going to take your money and disappear, and we’re not relying on an inaccessible factory owned by someone we’ve never met to produce your order.
Did your previous company get something wrong on your order, but you didn’t know until the very last minute?
With our production process at PTS, you are ensured accuracy and consistency. What you approve in art, the colors you choose from your fabric swatch, what you approve in your FSS, and the information you put on your order form IS what you get.
We pride ourselves on providing your team/organization a digital photo of your custom product(s) to approve before mass production for peace of mind.
- Mini Photo For Approval: The pattern breakdown of your custom item is reviewed and approved to ensure what we are about to produce matches your Approved Art (Is everything in the right place? – Colors, Logos, Numbers, Names, etc). If needed, we include you in the Mini Approval Process as well.
- Full Size Sample (FSS) Photo For Approval: After the Mini is approved, you will be sent a photo of (1) produced custom product (per each different custom item ordered) from the order in Full Size for approval. You are advised to check over everything matches the Approved Artwork as well. Once approved, the order moves into the Final Production Queue to be mass-produced.
What if we still get something wrong from PTS?
If we mess up – We can and will fix it. DO NOT hesitate to contact (888) 218-8647 xt 2 or email support@getcustomuniforms.com with the issue.
If reported per our Return Policy, we can provide you the appropriate solution to get everything where it needs to be.
How Do I Get Artwork Done?
If you require a brand new design or a design transferred to our templates, we first require a small refundable deposit. Give us a call at (888) 218-8647 xt 1 or send an email with your request to savemoney@getcustomuniforms.com so we can get you started.
After paying the refundable deposit –
You are introduced to our Art Team. You will have the ability to schedule a time to speak with them to ensure you will get design(s) prepared for your approval.
Upon getting your instructions squared away, you will receive your mock-up(s) for review in 1-3 Business Days.
You can request revisions and schedule revision calls with our team as well until you give us your final approval on each mock-up.
The entire art process typically takes 0-3 revisions before you decide your art is approved, but keep in mind – We depend on you to provide us information, photos, specific fonts and logos to ensure you will receive the design(s) you expect.
This process is controlled by you. The Production Timelines we provide you DO NOT factor in the amount of time you will take in art.
We can make small changes (i.e. change a color, add player name, add outline to player number, etc) to the artwork for no additional fee only up until we get into production (i.e. your 60% deposit is paid and order is submitted). Major design changes (i.e. scrap an old design and redo) are limited and will incur an additional non-refundable fee beyond 3.
How Do I Submit My Order?
We provide you with an easy-to-use Google Sheet (entirely online and is customized specifically for your order) to enter in any information required for each item you are ordering.
Your Google Sheet automatically saves and records all changes made with timestamps to ensure order accuracy. Because of these functions, we are unable to accept orders in any format outside of our PTS production forms.
Google Sheets function similar to Microsoft Excel, but you don’t need to be an expert to use it. We provide you with various instructional videos for guidance on what we expect and our Support Team is available to answer any questions.
We recommend that you use a large screen (a computer or tablet) to fill out your form and view your full size sample. If you are uncomfortable with technology, please have someone help you get your order form completed.
What Are My Options To Start Production?
- Partial Production – This is our most popular choice for teams or organizations planning in advance, that do not have sizes and numbers yet, and / or are interested in locking in discount pricing (Monthly Specials) for a future order.
In this instance, a Early Bird Reservation Deposit (determined by an approximate quantity of players) is paid and after artwork is approved, we proceed straight into Partial Production. The Early Bird Reservation Deposit will is credited as a payment toward your 60% Deposit when your full order is invoiced, but is otherwise non-refundable.Once in Partial Production, we create the Mini and the Full Size Sample for your review and approval.
After this part of the process complete, time is saved for when you are ready to place an order.
After your production photos are reviewed and approved, your order is placed on hold until the 60% Production Deposit is paid. Early Bird Deposits or any payments made for Partial Production are credited toward your 60% Production Deposit. - Full Production – When a team or an organization has all funds in place, sizes and numbers have been determined, and they are ready to move into full process and / or is on a tight timeline. An order is eligible for full production when 60% of invoice amount is paid (Production Deposit).
What Happens To Deposits I Pay (like Early Bird, Product Samples, Size Samples, etc)?
When the conditions are met for each deposit, the money that you paid for them will be applied to your order as a payment, applied to your account as credit, or refunded to you directly (depending on the deposit).
How Long is Production Time?
Our Production Time varies at different times of the year, due to peak seasons, but the production timeline you are quoted by your rep, is what you will receive. Communicate the exact time you need your gear, and we will provide you what it takes to get there. Keep in mind – Production timelines start after your order is “placed.”
Since we own production, we know what our capacity is at any time. Combine that with our transparency about our timelines and rush options – we are able to be on time all the time.
More often than not, we deliver faster than the quoted timelines and proper planning can cut down your timeline drastically when it’s time to place your order. Rushing is the least favorable route for us both! The key is to communicate and plan! During peak production times, an order can take 3-6 weeks to produce unless specified otherwise.
To save time and plan ahead: We highly recommend paying an Early Bird Reservation Deposit up front, which will not only reserve our best deals, but will keep your order moving forward into our Pre-Production Process after artwork is approved.
What Qualifies My Order As Being "Placed?"
Your order is 100% “placed” when these milestones are met:
- Art Mockup(s) are approved
- Sizes, Colors, Names, and/or Numbers are submitted on your order form.
- 60% Production Deposit is paid and cleared to begin mass production.
When Should I Make The Final Payment?
While there isn’t an EXACT time, we recommend paying the final balance after reviewing and approving their Full Size Sample for final production because this indicates the gear will be mass produced from that point.
Getting the final balance paid before then only helps further ensure the payment will be cleared before your order is ready to ship.
PLEASE BE AWARE OF PAYMENT CLEARING TIMES FOR EACH METHOD TO ENSURE NO DELAYS, as we will NOT ship your order without cleared payment.
We recommend paying your final balance by directly deposit cash or certified funds into our Wells Fargo account where the payment can be verified within the same day or next morning and there is no additional processing fees.
When Will My Items Ship To Me & How Do I Track?
When mass production is complete of all items in your order and the final balance is cleared, your order will ship out to the address that you provide on your order form.
We quote 2-3 Business Days Transit Time after your confirmation/production end date. U.S. Holidays WILL impact your delivery date, as carriers generally do not operate on those days.
Your order will ship via UPS or DHL assuming normal delivery operations and depending on your location. We will provide tracking to the email address associated with your order when your gear ships.
Expedited shipping is possible, but typically it isn’t necessary. Your desire for expedited shipping must be communicated to your Sales Rep in advance so the proper charges can be added to your invoice and arrangements can be made.
We are NOT responsible for any transit-specific issues that may arise with your shipment(s) (this includes but is not limited to lost packages). We can insure your order for an additional charge, but you MUST communicate this well in advance to your Sales Rep.
Please give us a call at (888) 218-8647 xt 2 or email support@getcustomuniforms.com AS SOON AS POSSIBLE if you recognize a transit delay/issue with your order so we can get this rectified.
Are Rush Services Available?
Availability depends on our current capacity, but more often than not – Rush Services are available for PTS custom sublimated products.
Rush services require additional fees and require 100% payment in full to start order. This prompts us to follow an accelerated version of our process.
For complete success toward meeting your quoted RUSH timeline, we rely heavily on your rapid responses, completion of your order form and payment upon receipt of your invoice.
COMMON PRODUCT QUESTIONS
What is Sublimation?
“Sublimation” is a process by which images are printed onto sublimation transfer paper using sublimation ink and then the dyes are transferred to a material (generally white) under the heat and pressure delivered by a commercial heat press.
The high heat and pressure of the heat press causes the dye on the transfer medium to become a gas and is then absorbed and solidified into the material itself. Doing so locks the print permanently into place by the transfer material. Once the pressure and heat is released, the sublimation ink returns to its solid state and the fabric pores close, trapping the ink inside. With this, the print becomes part of the garment/coating.
As a result, the print doesn’t fade easily, wear, or have any texture or weight.
What is Tackle Twill?
“Tackle Twill” is essentially a patch that is sewn onto a garment.
If you are interested in Tackle Twill – We can get that done at additional cost from our sublimation pricing. Pricing varies depending on the amount of decoration you are looking for. While we are more than happy to provide you quality Tackle Twill, we advise against it due to full sublimation being the best option for your money.
The cons of adding Tackle Twill to your gear – Design possibilities are reduced, lead times are extended, the “tackle twill” elements will wear down faster than if they were dyed into the fabric, and the garments gain bulk.
What is the Material of the Uniforms?
All of the materials are industry standard moisture-wicking polyester of the highest quality and are sport-specific.
Please refer to the following links for more product information:
Can We Get Size Samples?
Yes. You pay us a REFUNDABLE size sample deposit and we will send you the sizes of your choice.
When the size samples are returned to us, we will refund the payment to your order.
Size Samples are the MOST accurate way you can size your team(s).
Can We Get Product Samples?
Yes. You pay us a REFUNDABLE product sample deposit, which will also allow you to start artwork with our Art Team. We then send you the appropriate product sample(s) as well as our fabric color swatches.
When the product samples are returned to us, we will refund the payment to you whether you order or not.
Can We Request A Sample of OUR DESIGN?
Yes. This assumes you have paid at least an Early Bird Deposit. The cost is $75.00 USD per custom piece (this covers the item and standard shipping).
To have a physical sample of your design is most helpful if you are planning to use for recruiting, showing the product to your sponsors, etc.
What Is The Production Time On The Sample of OUR DESIGN?
Single piece sample timeline is 2-3 weeks.
If your timeline does not allow this period of time – Approving your Full Size Sample from the PHOTO(S) provided on your order form is recommended.
Do You Have Any Special Discounts?
The short answer: Our gear is already offered at deeply discounted prices simply from being factory direct.
BUT we offer great packages to fit multiple budgets to help you get much more for your money.
With ANY Company: THE BEST way to save the most money from us is to PLAN your order well in advance! When we advertise that we are offering our lowest prices for a specific sport, we mean it and we want you to reserve those prices ASAP. If you wait until last minute, it will probably cost you / your organization more money and time than if you had planned in advance!
Can I Add/Remove/Edit/Reorder Gear?
During Your Order: If your order form’s tab(s) are unlocked and your Full Size Sample has not been approved, you are able to add/remove/edit all players except the first line (this line is used for your Full Size Sample). Please let us know when you make changes so we can update your invoice accordingly.
Reorders: You are able to reorder quantities as low as (1) of our products, but depending on the product, you may incur additional less-than-minimum fees.
We recommend ordering extras (without player names) with your original order to alleviate the additional fees in the future.
Do You Have Any Set-Up Fees?
On our custom sublimated items, we do not have set-up fees.
Our stock items have quantity-based set-up fees and depend on the product, as well as type of decoration. Reorders of stock items may also incur reset-up fees, depending on the reorder quantity.
Please ask your Sales Rep for more information on our stock item set-up fees to make sure you budget for them.
What Payment Methods Do You Accept?
We accept Visa, Mastercard, Discover, American Express, Cashier’s Check, Certified Check, Money Orders, Approved City / Municipal Purchase Orders, Direct Deposit into our Wells Fargo Account, and Intuit ACH Online Payment.
Can I Change/Cancel My Order?
Our goal is to help you with your order as quickly and efficiently as we can – We are on your team.
With that in mind, we are unable to make changes or cancel your order once submitted.
After your order is “placed” and your order form’s tabs are locked – Additions will be handled as an additional order with all applicable charges and processed immediately after proper payment is received.
You can “cancel” your order at any point, but payments (with the exception of product and size sample deposits) are non-refundable.
Will I Get The Colors I Want?
To make sure you get the colors you expect, your Sales Rep will send you our fabric color swatches. What is printed on the fabric swatch is the color your items will be. If you are looking to match a specific color, we recommend holding our fabric swatches up to your item and choosing the closest color that matches.
Gear photos and mockups shown on our website or your artwork may not exactly match the actual color you expect due to variations and inconsistencies of color monitors, ambient lighting of the person viewing, the device used to view the image, and our eyeballs!
With sublimation and fabric dye lots, although it is quite precise, slight color variations can sometimes occur.
How Should I Wash My PTS Garments?
TO MAINTAIN THE APPEARANCE OF YOUR TEAM AND EXTEND THE LIFE OF YOUR UNIFORM, WE RECOMMEND THE FOLLOWING CLEANING AND STORING PROCEDURES:
- Garments should be washed separately before initial use.
- Fully zip the garment itself and any garments being washed with it.
- Garments that cannot be cleaned promptly after wearing should be hung individually on rust proof hangers or hooks. Perspiration fading may occur if wet garments are left in a pile.
- Do not wash white and colored garments together.
- Wash all garments in cold water.
- The water level in the washing machine should be kept high to hold down mechanical action. Only when uniforms are extremely soiled should the water level be lowered to increase mechanical action.
- Avoid overloading the machine as this causes shrinkage and impedes the cleaning process.
- Use an antistatic agent, especially on garments to be tumble dried, to minimize lint attraction and spark discharge.
- Never use a chlorine bleach on any garments as it fades colors and weakens some materials.
- For best results, garments should be hung to drip-dry but sublimated gear can be put in dryer.
- When tumble drying, use the lowest temperature or “air” setting.
- Remove garments promptly from dryer.
- Do not dry clean your uniforms.
- Don’t wash your garments with anything that has the slightest bit of Velcro or any other rough or heavy material (bulky snaps, unzipped zippers, outerwear, straps, toggles, beads, baubles, rhinestones, etc…). Items such as these should be washed by themselves or in a garment bag.
- Garments should be completely dry before storing.
- Store uniforms in a cool, dry area protected from sunlight and fluorescent light. This will prevent mildew and yellowing.
.::DISCLAIMER::.
PTS will not be responsible for shrinkage or defects caused while merchandise is being imprinted by sources outside of PTS. We go through great lengths to insure our colors consistently match. However, due to slight variations in the dying processes, subtle color differences do not constitute defects in materials or workmanship.
Can Equipment or Velcro Damage My PTS Garments?
All types of garments are susceptible to damage or abrasion from faulty/sharp/outdated equipment (either on your team or an opposing team) or from contact with Velcro. Custom Apparel is no exception.
Are you seeing white “pulls” or “picks” on your custom sublimated apparel but don’t understand why?
This is typically caused by velcro pulling out fibers in the fabric, which starts out as WHITE before being dye sublimated to your design.
While performance apparel fabrics constantly undergo rigorous testing and evaluation to provide customers with top quality, they cannot claim to be abrasion proof.
The best possible way to avoid damage is to educate your team on the care of their custom apparel as well as check your team equipment, have your team avoid brushing/leaning up against sharp fence areas whenever possible, and to prevent contact of velcro to any of your custom garments when at all possible.
.::DISCLAIMER::.
We stand by the quality of our apparel and our fabrics, but we do NOT claim any responsibility for damage caused by your gear, by the gear of other teams, or by other damage sources such as fence posts.
What Is Your Return Policy?
Please refer to our complete Return Policy.