Frequently Asked Questions
11 – When does the turnaround time for my order begin?
The turnaround time begins the day you approve the order summary, which will be sent to you within 24 hours of your payment. Please review the order summary carefully, as no changes can be made once it is forwarded to the production department.
12 – How can I ensure that my order is not delayed?
We are always happy to update you on the status of your order. We believe our customers should be informed about how their garments are being made, so we offer a live broadcast of the production process upon request. If there are any delays in production, we will inform you promptly. As all garments are custom-cut and sewn with a variety of options, delays may occur when sourcing fabric, especially if a particular fabric is unavailable.
13 – Do you accept rush orders?
Yes, we do offer rush order services. Simply indicate that your order should be rushed when placing your order. If you request a rush after submitting the order, there is a chance that our production schedule may not accommodate the expedited timeline. Please note that a rush fee will apply, calculated on a per-day basis.
14 – What if I want to add additional garments after I have already placed an order?
You can add garments within three days of placing your order. It all depends on the order type and how much time has passed. Once the adjustment period has passed, which is three days, we cannot make quantity adjustments to your order.
15 – What should I do if I want to cancel my order?
You can cancel an order within 3 days of making the payment. If the garments have passed the 3-day period and have already been sent for production, a cancellation fee of 40% of the order value will apply.
16 – When is payment due?
Payment is due when a customer places an order. The payment amount depends on the order quantity and the type of product.
17 – What types of payment do you accept?
We accept payments via credit cards, debit cards, Western Union/MoneyGram, and bank transfers.
18 – Can you provide an estimate of the shipping cost??
The shipping cost mainly depends on your order quantity and product type. The prices we quote include shipping, so when you send us your designs for a quote, we will provide you with an accurate cost, inclusive of all charges. Our primary shipping carriers are DHL, FedEx, and SkyNet Couriers. DHL and FedEx Priority mail typically take 4 to 5 days to arrive, while DHL Parcel Post can take up to two weeks for delivery within the USA or Canada. We may also use other courier services that are best suited for your delivery location.
19 – What should I do if there is an issue or error with my order?
Contact us immediately if there is an issue with your order. Your 100% satisfaction is our top priority. At Custom Clothes Co., we are a professional apparel manufacturing company with strict standards, policies, and procedures to ensure high quality. However, we are human, and mistakes can occasionally happen. If there is a misprint, error, or issue with your order, we will work diligently to resolve it. Your satisfaction is essential to us.
20 – What should I do if I want to place a reorder?
Please contact us directly via email or our toll-free number. You can also reach out to your relationship manager.