Frequently Asked Questions (FAQs) – Your Support Hub
Welcome to the FAQs center of OnTopTee. We understand that shopping online for custom apparel comes with questions. This guide is designed to provide clear, transparent answers to help you shop with total confidence.
Ordering & Customization
1. How do I place an order?
Placing an order is easy! Simply select your preferred style, color, and size on the product page, click the “Add to Cart” button, and follow the secure checkout steps. At OnTopTee, we ensure that every order is processed with care from the moment you click confirm.
2. Can I change my order after it’s placed?
Because we operate on a Print-on-Demand model, production begins very quickly. You can request changes or cancellations within 12 hours of placing your order. After this window, the item has likely moved to the printing stage.
3. How do I choose the right size?
We provide a detailed size chart on every product page. We highly recommend measuring a shirt you already own and comparing it to our charts to ensure a perfect fit, as custom-printed items are made specifically for you.
Shipping & Fulfillment Information
4. How long will it take to ship my order?
Since every item is uniquely crafted, our standard production and shipping time is 7 to 17 business days within the USA. For international orders, please allow 3 to 5 weeks. We appreciate your patience as we create your high-quality apparel.
5. My tracking number isn’t working. What should I do?
Tracking numbers often take 7 to 10 days to become active in the carrier’s system after the initial label is created. If you don’t see updates immediately, don’t worry—your package is likely moving between sorting facilities. If there is no update after 12 days, please contact us.
6. What should I do if my order is late?
If your domestic USA order hasn’t arrived after 20 business days, or an international order after 45 business days, please reach out to [email protected]. We will launch an investigation with the carrier to locate your package.
Payments, Security & Privacy
7. What payment methods do you accept?
We accept all major credit cards to make your FAQs-related shopping experience smooth, including:
- Visa
- MasterCard
- Discover
- American Express
8. How secure is my personal information?
Your security is our top priority. We use Secure Socket Layer (SSL) technology to encrypt your data during transmission. Your credit card information is used only to complete the transaction and is never stored on our servers.
Returns & Quality Guarantee
9. What is your return policy?
We stand by our quality. If you receive a damaged item, a blurry print, or the wrong product, we will send a replacement at no extra cost. Please contact us within 30 days of delivery with a photo of the issue.
10. Where is OnTopTee located?
Our main headquarters is located at 161 W Brundage St, Sheridan, WY 82801. While we are based in Wyoming, we utilize fulfillment centers across the United States to get your orders to you as quickly as possible.
Still have questions? Our team is always ready to help. Visit our Contact Us page or check our location on Google Maps.
