Thin Air Customs Policies
Our standard order production time for both screen print and embroidery orders is 10 working days. This is normally two weeks, unless a holiday falls in between the order start and completion date. Please note your job production time will not start until is paid in full.
Occasionally our production department gets overloaded and we need more than 10 working days to produce an order. We try to alert our customers in every case, However, if you have a job that must be delivered by certain date & time, please make sure your notify us of your specific deadline requirements from the start of the order.
If an order is needed in a shorter time frame than our standard order production time of 10 work days, we will try to accommodate your request. However, rush orders often cause us to run our production staff at overtime hours, resulting in the need to charge additional rush fees
Art Preparation Policy
There is NEVER an art charge if the changes take less than 15 minutes. Simple alterations like color change, name or text changes, font style changes, and clip art graphic changes all can be done with no art charges.
If you have your own design or simply just a design idea, it’s no problem. We can work with you whether its production ready, a mere concept in your head or somewhere in between. If your design requires more than 15 minutes of work, the additional charge is $50.00 per hour. If you are curious as to how long it will take to develop your design, contact our art department to get a time estimate.
Letter Jackets are a 100% custom item and require payment in full prior to any letter jacket patches being sewn onto the jacket. Jackets take between 6-8 weeks to complete.
As of May 2020, our policy has changed to partial payment up front to full payment is required before a jacket will be purchased.
Thin Air Customs offers flexible payment options to fit your organizations pay requirements.
We accept cash, checks, major credit cards and authorized school or municipal purchase orders.
All custom orders require payment up front. That said, we know that not for profits, governments and schools run a bit differently. Please let us know you are one of them before ordering and we will work out payment terms.
All our prices are based on the quantity of garments ordered. The higher the quantity, the lower the cost. Our price breaks are set at 24, 50, 100, 150, 300, 600.
Price breaks do not apply to fundraisers and are only used when one large order is placed.
Thin Air Customs has no minimum order for the following:
Bringing own Items
Thin Air Customs allows only embroidery customers to bring their items for embroidery on the condition that there is a liability release signed.
Order Returns and Misprints
Thin Air Customs prides itself on maintaining the highest quality in our screen printing and embroidery industry. We spend extra attention in the front end of an order to make sure your specific desires are met so when the final product arrives you are satisfied. It is often arduous, but we do require our customers of sign-off on every order detail for both the item/size/color ordered and the design color/placement/size too.
Please note it is extremely important that a customer pay attention to all the specifics in the order sign-off process so the end result is correct.
An order of customized garments or items that has been screen printed or embroidered cannot be returned because we cannot return the items to our wholesale distributors. If your final product arrives and you believe it is different than what you signed off on, please us immediately. We will review the complete order with an internal investigation and determine if your instance qualifies for an order reproduction.
Misprinted Garments or Items
Occasionally in large production runs, a few items are misprinted and are distinctly different than the correctly printed or embroidered order. Another potential problem is garment or item defect could have made it past our quality control and been included in your overall job. If this is the case with your order, please contact your sales representative with the specific item(s) and problem. In most cases, Thin Air Customs will credit you back the cost of the misprinted or defective items from your invoice. If the misprint quantity is larger than 5% of your total order, then you may qualify for having the individual items replaced with a reorder. If you already plan to place a reorder and you would just like those misprinted items included in that run, that would not be a problem.
In most cases, our order process does not start until the work order is accepted online or signed and returned to our office. Immediately following your order acceptance, our accounting department will review the order and our production department will purchase blank goods for your order from one of our several wholesale resources. An order cannot be cancelled once the goods have had any part embellished. Customized goods are not returnable to our wholesale firms, so we cannot credit your for any placed order that has been decorated.
15% Restocking Fee
If you elect to cancel your order after we have already purchased the wholesale blank goods, but before they have been embellished, then you will need to pay a 15% restocking fee. The restocking fee represents our real costs to return the blank items back to the wholesaler. We must always pay a restocking fee to return any goods as well as the freight costs to transport the goods.
Often customers will want to see a sample item first before they purchase a large order of custom screen printed or embroidered garments. To both meet the needs of our large and diverse customer base and keep our own operating costs down, we have created a detailed sample policy.
Some premium items like jackets & polo shirts can be ordered as a sample and shipped direct to you. After you have made a decision on which style or item fits your needs best, you can ship back the items just pay the cost of the freight. *Please note samples to be returned must remain first quality and cannot be worn or laundered or damaged in any way (smoke, pet, etc.). In addition, we are limited to a sample check-out of 3 items per customer, per order.
Rebate back to large order
If you know the item style needed and would like to order a sample range of sizes to measure your own group, that is no problem. Just place a blank sample order for all the sizes you believe will be ordered. Once you have all sizes figured out, return the samples back to us so we can insert them into your larger screen print or embroidery order. We will rebate the cost of that initial sample order on your larger order placed, less the freight costs.
If you require a completed production sample item with your exact screen print or embroidery work done on it, that is not a problem, but it may incur an extra cost and delay the production deadline. On large volume orders, we believe a pre-production sample is often a good idea and recommend it. It will assist you in confirming the right design sizing, placement and colors before the whole order is run.
Screen print pre-production samples are more costly than embroidery samples because the set-up time on our equipment is much lengthier. Pre-productions samples cost:
Screen print pre-production samples… Sample Item cost + $20.00 per each imprint color & imprint side
Embroidery pre-production samples… Sample Item cost + $25.00 embroidery production cost
If your volume order total exceeds $2,000, you may qualify for a pre-production sample at no cost. Please inquire with your sales representative if you are going to place a larger order.