Frequently Asked Questions

General

What is your return policy?

We offer a 100% customer satisfaction guarantee. If you receive items that did not meet your expectations, we will be happy to replace them or accept a return on the items within 48 hours. Be sure to include the K2 Merchandise Return Form in your return package. Once we receive the returned items we will process your refund.

I just received my order and it is wrong/damaged. What should I do?

If products are damaged in-transit or K2 made a mistake, let us know within 48 hours of receipt of your order and we will send out a FREE replacement or credit your account, whichever you prefer.

How much does shipping cost?

We offer FREE Ground and Economy Shipping on ALL orders with in the contiguous 48 states. Expedited shipping costs are based on the items in your shopping cart, how fast you need your order, and where the order is shipping to. If you need your order expedited, you will be able to calculate rush shipping costs in the shopping cart.

How can I track my order?

Once your order has shipped, you will receive an e-mail containing the tracking number for your order. You can also log back into the site and monitor the progress of your order. Please check your spam or junk mailbox if you do not find it in your primary inbox.

Can I pay with a Purchase Order/Check?

Yes, K2 Custom Tees allows pre-approved businesses and organizations to use purchase orders when ordering online. To pre-qualify for credit, please scroll to the bottom of the page and click Purchase Order Application, fill out our form, and submit!. Please note, that orders requiring express shipment must be paid in full prior to shipment.

Online Designer

What file type should my logo be?

For the best logo quality and order experience, we recommend vector files (EPS, PDF) or high-resolution image files (JPEG, PNG) that are clear and free of any pixelation.

Does the design size affect pricing?

No, the design size does not affect pricing. Variables that impact design pricing include the number of print locations on the garment and the number of colors included in the design (Note: Number of design colors only applies to screen printed products).

Can I order different items with the same design?

Yes. You can use the same design on different apparel products under the condition that the design is in the same print location and the printing process (Screen Printing, Embroidery, DTG) is the same.

Can K2 help create or design my artwork?

Of course we can! Custom designing is available at $50 per hour.

How does bulk discounting work?

For custom apparel, the bulk discount is directly related to the design. The more products you purchase with the same design, the more you save on your apparel order overall.

Additional Questions

My organization is tax exempt. Can I remove the tax from my order?

Yes. If you are ordering on behalf of a school, government agency, or another type of tax-exempt organization, please send your tax-exempt certificate to accounting@k2customtees.com. One of our representatives will update your account to tax exempt and send you an email confirmation!

Can I speak with a real person?

No robots here! Give us a call if you have any questions and one of our friendly customer service representatives would be happy to assist you. We can be reached at (866) 794-4122 Monday through Friday from 9 am to 5 pm. Don’t have time to call? You are welcome to send an email to customerservice@k2customtees.com, and we’ll get back to you by the next business day!

Why did my order arrive in an old/used box?

Great question! At K2 Custom Tees we are dedicated to environmental sustainability. That is why we reuse and recycle our cardboard boxes. If you receive a box that looks to be from another company, don’t worry! We reuse boxes from all our vendors.

Can K2 help me fundraise for my school or organization?

Yes! Our fundraising shop specialists would be happy to help you out. Please send an email to shops@k2customtees.com for more details.

Does K2 outsource production?

No. All custom apparel production is done in-house in Richmond, Virginia.

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