FAQ
CUSTOM ORDERS
How do I place a custom apparel or hat order?
Custom apparel and hat orders begin by submitting one of our custom order request forms.
Custom Design Request — Choose this option if you need help creating, editing, or developing your design.
Design Ready Order — Choose this option if you already have finished artwork that is ready to use.
Once your request is submitted, Em.Ma Creative Studio will review your order details and contact you with pricing or any additional information needed before your order is finalized.
Does submitting a custom order request mean my order has been placed?
No. Submitting a request does not complete your purchase or guarantee production. Your request will first be reviewed to confirm your items, sizes, quantities, design details, availability, and pricing. Once everything is confirmed, you will receive an invoice. Your order is officially placed once the invoice has been paid.
What happens after I submit my request?
After submitting your form, you will receive a Request Number for your submission. We will review the information and artwork you provided. If we need additional information or clarification, we will contact you before finalizing your order. Once your request is ready to move forward, pricing will be confirmed and an invoice will be provided.
Can I order multiple items on one request?
Yes! You can include multiple items, colors, sizes, and quantities on the same request when they are part of the same custom project. Please make sure the size and quantity information for each item is entered correctly before submitting your request.
Which form should I use if I need help with my design?
Use the Custom Design Request form if you need a design created, edited, combined, adjusted, or developed before your order can be produced. You can also upload reference images or artwork to help explain your idea. Additional design fees may apply depending on the amount of design work required.
Which form should I use if my artwork is already finished?
Use the Design Ready Order form if your artwork is complete and ready for production. You will be able to upload your finished artwork and provide your item, size, quantity, color, and placement information. If significant changes need to be made to your artwork, your request may require design services before production.
Can I upload multiple artwork or reference files?
Yes. You may upload multiple files when needed for your project. For the best results, please provide high-quality artwork. PNG files with transparent backgrounds are preferred when applicable.
Do you offer rush custom orders?
Rush orders may be available depending on the project and our current workload. Additional rush fees may apply. Please contact Em.Ma Creative Studio before submitting a time-sensitive order so we can confirm whether your requested deadline can be accommodated.
ORDERS & PROCESSING
When does production begin?
Production begins after your order details have been finalized, required design approvals have been completed, and payment has been received. Submitting a request form alone does not begin production.
How long does it take for my order to be ready?
Turnaround time depends on the type of order, quantity, design requirements, product availability, and current workload. An estimated turnaround time can be provided once your custom request has been reviewed and finalized.
Can I change or cancel my custom request?
If your request has not yet been finalized, please contact us as soon as possible if you need to make a change. Once your design/details have been approved, payment has been completed, or production has started, changes or cancellations may not be possible.
How will I know when my order is ready for pickup?
You’ll receive an email or text notification when your order is complete and ready for pickup.
PICKUP
Where do I pick up my order?
Local pickup is available in Ruby, South Carolina. Pickup details will be provided with your order information.
What are your pickup hours?
Wednesday–Friday: 12 PM–6 PM
Saturday: 11 AM–3 PM
Sunday: Closed
Can I schedule a different pickup time?
If you need a different pickup time, contact us and we’ll let you know whether another arrangement is available.
What happens if I miss my pickup window?
Your completed order will be held for pickup. Please contact us to arrange another pickup time.
DTF TRANSFERS
Do you offer individual DTF transfers?
Yes! Individual DTF transfers are available for customers who already have artwork ready to print.
Do you offer ready-to-press DTF designs?
Yes! We offer a selection of ready-to-press DTF designs for customers who want a design without uploading their own artwork. Simply choose the design you want, select your preferred size, and place your order. Your DTF transfer will arrive ready to press onto your garment.
What sizes do you offer?
Multiple sizes are available, including single designs and custom sizing.
What file type should I upload for a DTF transfer?
A high-quality PNG with a transparent background is preferred. For best print quality, artwork should be clear, properly sized, and ready for printing.
Can you edit my artwork?
Yes. If your artwork needs design work or significant changes before it can be printed, additional design fees may apply.
Do you offer gang sheet printing?
At this time, gang sheet printing is not offered. This matches the information currently published on your FAQ.
How long do DTF transfers last?
The life of a transfer depends on proper application, garment material, washing, drying, and general care. Following the recommended application and care instructions will help you get the best results from your transfer.
CUSTOM APPAREL
What brands of shirts do you use?
We use quality apparel brands, including Gildan Softstyle and other options depending on the style, color, size, and availability requested. If you are looking for a specific brand or garment, include that information in your custom order request.
Do you offer bulk pricing?
Bulk pricing may be available depending on the item, quantity, and project. Pricing for custom requests will be confirmed after your order details are reviewed.
Can I bring my own shirt or garment?
Yes, in some cases customer-provided garments may be accepted. Items must be new, unworn, and unwashed and should be approved before being dropped off for customization.
What is your return or remake policy for custom items?
Because customized and made-to-order products are created specifically for each customer, returns are generally not accepted for custom items. If there is a problem with the print or product caused during production, please contact us so we can review the issue and determine the appropriate solution.
SHIPPING
Do you ship orders?
Yes! Shipping is available for eligible orders, including DTF transfers and custom products.
How long does shipping take?
Shipping time is separate from production time. Once your order has been completed and shipped, delivery time will depend on the shipping carrier, destination, and service selected.
Which shipping carriers do you use?
USPS is primarily used for shipping. Larger orders may be shipped using UPS.
Will I receive a tracking number?
Yes. When tracking is available, you will receive your tracking information after your order ships.
How much is shipping?
Shipping charges are based on the order, package size/weight, destination, and available shipping method.
What if my package is delayed or lost?
If your package is delayed, check your tracking information first. If tracking has not updated for several days or you believe your package may be lost, contact us so we can help you determine the next step.
What if my order arrives damaged?
Please contact us within 48 hours of delivery and provide your order information along with clear photos of the damaged item and packaging so the issue can be reviewed.
PAYMENTS & INVOICES
Do I have to pay when I submit a custom order request?
No. Submitting a Custom Design Request or Design Ready Order does not require payment at the time the request is submitted. We will review your request first and confirm the details and pricing.
When do I pay for my custom order?
Once your custom order details and pricing have been confirmed, you will receive an invoice. Full payment is required before production begins.
What payment methods do you accept?
We accept major credit/debit cards, Shop Pay, and other secure payment options available through Shopify checkout or your invoice. Your current FAQ also lists major cards and Shop Pay.
Does receiving an invoice mean production has started?
No. Production begins after the invoice has been paid and any required design approvals have been completed.
DESIGN APPROVALS
Will I see my design before you make my order?
When design work or approval is required, you will be given an opportunity to review the design before production. Please review spelling, names, dates, colors, placement, and other details carefully.
What happens after I approve my design?
Once a design has been approved, it is considered approved for production. Changes requested after approval may result in additional fees or delays, and some changes may not be possible once production has started.
Who is responsible for checking spelling and information?
Customers are responsible for carefully reviewing the information and artwork they approve. Please check names, dates, spelling, numbers, and other personalized details before giving final approval.
STILL HAVE QUESTIONS?
If you're unsure which form to use, need help with an existing request, or have a question about a custom project, contact Em.Ma Creative Studio before submitting another request.
Call or Text: 843-517-0815
Email: contact.emmacs@gmail.com
Facebook Messenger: Em.Ma Creative Studio