Frequently Asked Questions
Q: When will my order ship?
A: Surly Shirt Project is a digital store which means we do not have inventory. Other stores pull from their inventory to fulfill your order, we print every shirt fresh as orders come in. This process takes a little bit longer. Our goal is to have all orders printed and shipped in less than 14 days. However as a small shop at times when orders are high we fall behind. Have patience dopeness is on it's way to you soon.
*Note if ordering for a specific date such as a birthday or special occasion please give your self enough time for the printing/shipping process. Requests placed in the notes of an order do not count toward expediting the order. Please contact us prior to placing your order if you need rush shipping.
Q: I only received part of my order, where are my other tees?
A: we fulfill orders with Printify. This means we are using many different vendors to print and ship your order. If your order contains multiple tees it may be needed to print your order from different shops. If your order contains a special item (v-neck, tank top, child or baby size etc) or a limited stock item ( special color or size) this would cause a print from a shop that carries that item. Please be patient you will receive tracking information for each shipment. You are only charged once for shipping.
Q: Where is my order, it says it shipped?
A: Once we send you a shipping notification with tracking information we have dropped your package off at USPS. The tracking may read "Shipping label created, USPS awaiting item" for several days but rest assured we have dropped the item at the post office and its awaiting an acceptance scan. Occasionally they never scan the item and it makes it's way to the final destination. Other times this means USPS has lost the item. If after 15 days from the label creation there is no movement we will reprint and reship your order or we will refund your money (customers choice). Please be patient, we do not control the USPS, but we will make it right.
Q: What are the other payment options if I do not have a PayPal account?
A: You do not need PayPal to make a purchase. The operating system is sponsored by PayPal and it will prompt you to pay through them as a first option. However you are given the option to not pay with PayPal and use a debit or credit card. Please click to be redirected to PayPal and the screen below will appear , click pay with debit or credit card.
Q: What type of shirts do you print on?
A: Gildan shirts or Next Level Shirts. Typically we use either Gildan shirts. There is a 200 and 500 series and we may use either depending on the color needed for the tee. We also now offer an option of Next Level shirts for those seeking a better quality of shirt. Be sure to pay attention to which shirt you select as the prices are not the same and there are no refunds for purchasing the wrong tee brand.
Q: Why are the colors on my shirt different than the colors of the shirt on-line?
A: Often times images created in a digital format shift when they go through the printing process. There are many things that can account for this color shift. Dark shirts (black and red especially) tend to overpower inks and add a tint. Also, printers might not be able to duplicate shades accurately that are easily expressed online. Lastly everyone has different color settings on their devices and things may appear different. We will address color errors as in splatters or stains we will not address slight color shifts that occur naturally in printing.
Q: Can I get a shirt in a V-neck (or other style of shirt)?
A: Some of our shirts come in v-neck others do not. If the shirt is available in v-neck it will be an option to select under shirt style. If you wish to make a custom order featuring one of our designs with a different style of shirt that may be possible however the price will likely change. For custom orders please contact us at art.reeseh@gmail.com
Q: What is your return and or refund policies?
A: We do not accept returns we do not issue refunds. As a small digital shop when the customer orders a product we then spend money to produce that item. If the customer changes his or her mind that costs us money. Please be certain before you purchase.
Q: Can I change the name or shipping address on my order?
A: Name changes and shipping address changes via email are not allowed for fraud and security purposes. Orders where a complete name and or address change have the option of a complete refund and cancelation in order to resubmit the order with the correct information. Orders with minor typos, but still remain the same buyer information can be adjusted. Lastly buyers who are repeat buyers with multiple addresses in the system can switch between addresses they used prior. Accepting change of name and or address via email puts both the buyer and seller at risk for fraud.
Q: Can I return or exchange a shirt if its the wrong size?
A: Unfortunately we can not always exchange or return a shirt for sizing issues. We are a digital shop and since we have no inventory there is nothing to exchange the shirt for a new shirt would have to be printed. We ask that you order your correct size to avoid this issue.
Q: Can I return or exchange a shirt for a printing error?
A: If there is an error in the printing of your shirt please contact us immediately and we will work to resolve the issue.
Q: Is the Surly Shirts logo on every tee?
A: Yes. The Surly Shirt logo will appear on all tees unless the name is cleverly worked into the design. You may not see the logo on the digital display tee as I have a bunch of designs and replacing all the digital display tees would be labor intensive. The logo serves a purpose as many of my designs have been stolen throughout the years. So I now brand my tees.
Q: Can I cancel an order and get a refund?
A: You can cancel an order within 24 hours of your order for full refund. After 24 orders can not be canceled for refund due to our printing process. Materials will have been purchased for your order and thus we can't refund the purchas .
Q: Can I dispute the return or refund policy?
A: Yes if you are for some reason unhappy with your purchase and wish to dispute the refund and return policy you may send an email to art.reeseh@gmail.com. Along with your dispute explanation please include any photo evidence, order # and full name. Cases will be heard and decisions will be made on a case by case basis. Often times we will not accept returns or refunds but we will seek to reach a reasonable accommodation. If we do accept a return the customer will be refunded the cost of the items minus a 25% restocking fee, we will not refund the shipping, and the customer will pay for return shipping.
Q: The shirts pictured, what brand or style of shirt are they?
A: The shirts used to display the designs are generic. Please do not assume a style or brand by looking at the picture. That is a shirt mock up program for display purposes only.
Q: Do you offer custom design work?
A: Yes, if you want t-shirts for family reunion, office events, or just your own personal hotness we will work with you to bring your design to life. There is a fee for design work, the actual purchase of the shirt(s), and shipping. Please contact Reese H at art.reeseh@gmail.com
Q: What are the sizes of the shirts?
A:
Unisex /Men's Size Chart Gildan
Women's Size Chart Gildan
Youth Size Chart Gildan
Unisex/Men's Size Chart Next Level
Women's Next Level Size Chart
