One Thing First...
We believe all our customers deserve the finest quality products and individual service we can provide. This has been our business long enough our quality control is very high. However, our entire process is human-run we can make mistakes on occasion. If you are dissatisfied with your order for any reason, feel free to contact us and let us know what the problem is. We'll work with you, promise.
When can I expect my order?
Since everything is made-to-order, allow 5-10 business days (Monday-Friday) for decoration. All orders are processed on a first come, first served basis, shipping included. Additional time for regular UPS delivery services will vary, though orders are sent as soon as possible. The address should be in the continental U.S. and we can't ship to P.O. Boxes.
Can I pay without a credit card?
In addition to credit card and direct PayPal transfers, we accept money orders and cashier's checks through PayPal checkout. Any order paid by either of these methods will be shipped once the payment is received and any refund paid against them will be a personal check. For more information about payments, visit PayPal's Information Page.
I have an item to return; what all should I send?
In the case of a return, all item(s) should be sent back in original, resellable condition with any accessories included. Please include the original packing slip you receive with your order, the order number and the UPS RA number. Repackage the return in the original shipping materials, if possible, making sure it's securely packed. We don't think that's too much to ask. But if for some reason you can't provide something listed here, just let us know. There's always options.
I need to exchange an item; what needs to happen?
First, contact us. Due to the custom nature of our products, even exchanges are for the same item only. Any exchanges that involve different sizes, colors, decorations or other garment styles will have additional shipping charges, provided by the customer. Pricing must also be adjusted if the exchange involves has changes involving extended sizes, due to varying costs. If the exchange is due to something we did/didn't do properly, we'll cover any extra charges. We cannot refund the original shipping costs on any exchange; though depending on the case, we'll be responsible for additional costs in getting you the precise item(s) you want.
NOTE: In the unusual case an ordered item is discountinued by the manufacturer or simply out of stock, it's an issue outside of Walson Ink's control. But we will contact you by email and simply refund your money for that specific item. If an unavailable item is part of a larger order, we'll still contact you first, then ship the remainder of the order, unless you specify otherwise.
I received a defective item; what needs to happen?
We strongly recommend checking your order on receipt for shipping damage. UPS has their own handling policies for their shipping issues and the sooner the problem is spotted, the better we can help you resolve it.
If part of your order is defective or incorrect, contact us immediately. Let us know the issue and if you'd like a refund or an exchange. Defective, incorrectly shipped, manufacturer error items and the related shipping costs (original OR return) can be refunded upon review. Additional shipping costs will be covered by us for workmanship issues; see the Exchanges secton above for more detailed information.
The item will need to be shipped back to us, using the method described in the Returns section above. Once received, we will make sure you receive a replacement garment at no additional cost to you, if you desire an exchange. Otherwise we'll simply refund your money to you.
How do you handle refunds?
Refunds are given according to the original method of payment. We gladly refund the original purchase price & the shipping if it's our fault, guaranteed.
Other restrictions may apply, but we'll let you know about it if it comes up. We pride ourselves on our customer service and accessibility. If you have any questions about any statement here, you can contact us.
I made a custom screenprinting / embroidery order but I'd like to cancel it. Now what?
Any custom order cancelled after the garments were received but not yet decorated will have a 15% cancellation fee to cover the costs of restocking & return shipping. Due to the customized nature of the work, any order cancelled after garments have been printed and/or shipped cannot be refunded. Issues involving workmanship and defective items are excluded from this. This includes our non-K-State ready-to-wear items as well as our other custom work.
You look good; have you been working out?
Why yes we have, thank you for noticing. You're not so bad yourself, you know.
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