Support and FAQs

  • Customer Support

  • Getting in touch with customer support

    Customer support is best reached at support@threadfox.com — Please allow us 24-72 working business day hours to review your inquiry and to respond.

  • Customer support hours

    Customer support staff working hours:

    Monday - 9am to 5pm
    Tuesday - 9am to 5pm
    Wednesday - 9am to 5pm
    Thursday - 9am to 5pm
    Friday - 9am to 5pm
    Saturday - 9am to 2pm
    Sunday - 10am to 1pm

  • How it works

  • How does Threadfox work?

    All apparel and product designs on Threadfox are sold on a limited basis and are made to order. After you purchase an apparel item from Threadfox, we custom print your shirt and ship it directly to you.

    All orders placed during a campaign cycle are printed together once the cycle (countdown) is finished. It generally takes 5-15 days from the end of the campaign cycle for apparel items to arrive at your door! International shipping times may differ.

  • Production Facilities

    Our local printing facilities are located in California, Indiana, and Pennsylvania.

  • Quality and Fabric

    Threadfox uses industry leading equipment and technologies to deliver a stunning printing quality. We use high quality material from brands like Gildan, Tultex, American Apparel, and Fruit of the Loom.

  • Payment Options

  • What forms of payment do you accept?

    We currently take Paypal, Visa, Mastercard, American Express, and Discover.

  • Is my credit card information secure?

    Absolutely. Threadfox uses SSL, the leading standard for digitally transmitting sensitive data, to encrypt our checkout process. SSL attaches a unique code to your credit card information that prevents third party sites from seeing or accessing it.

  • Shipping Information

  • How much is shipping?

    Standard shipping in the United States ranges from $3.99 - $6.99 flat rate plus $2.00 for each additional item.

    The international shipping rate ranges from $5.99 - $7.99 plus $3.00 for each additional item. These are generally shipped via DHL.

    Shipping prices will vary by item type and weight.

  • Is expedited shipping available?

    We do not at this time offer expedited shipping. All of our products are custom made in bulk and shipped via standard delivery methods.

  • Can I deliver to multiple addresses?

    Each order can only be shipped to one address. If you would like items delivered to multiple addresses, please place those orders separately, in separate transactions.

  • When will my order be shipped?

    All orders are printed together after the campaign cycle ends. In the United States, it generally takes 5-10 days from the end of the campaign for apparel or mugs to arrive at your door! International shipping times may vary, and in most instances will exceed the 5-10 day delivery time frame.

    Please note, shipping delays may occur during holiday seasons.

  • VAT and customs charges

    We ship all international orders DDU (delivered duty unpaid), and we do not collect VAT (value added taxes). All taxes, duties, and customs fees are the responsibility of the recipient of the package.

    Depending on your country, your package may incur local customs or VAT charges. We recommend contacting your local customs office for more information regarding your country's customs policies.

  • Incorrect delivery addresses

    We are not responsible for non delivered or lost orders once they are handed over to carrier and a proper tracking code has been issued and sent to you.

    It's the buyers responsibility to provide a correct shipping address on purchase, or to pickup delivered items. We can only try to help should you contact us to change the address after purchase.

  • Product Orders

  • Placing an order

    Follow these steps to place an online order with us:

    1) Select style, size, and color
    2) Click the "Buy it now" button
    3) Confirm your quantity
    4) Enter shipping and billing information
    5) You are all set!

    If you still need help placing an order, please contact us and a member of our customer service team will by happy to assist you.

  • Sizing Charts

    Sizing information for apparel can be found under “View Sizing Chart” on each apparel product page. We encourage you to refer to the sizing chart before making your purchase.

    Width measurements span across the chest (from seam to seam, not full body).

    Length measurements are measured at the point where the neck trim meets body to bottom of the garment (including any bottom trim).

    Sleeve length starts where the sleeve and shoulder joins, then to the end of the sleeve cuff or hem.

  • Can I combine orders?

    Many products may be ordered together in the same cart, and in most cases, these products will be produced and shipped together. These are also instances where we may not be able to ship the products together, however, we try our best to give our customers the best possible shipping prices.

  • Delivery

    Each product is made-to-order. Once a countdown closes, your order will be processed, printed/produced, and shipped.

    Domestic Shipping

    In most cases, you can expect your merchandise to arrive within 10 days after the countdown ends. Please allow up to 2 weeks for delivery for orders shipped to Alaska and Hawaii. During busy seasons, there may be a small additional delay.

    International Shipping

    Orders shipped outside the U.S. can take up to 6 weeks to be delivered after the countdown ends.

  • Tracking information

    When we ship your order, you will receive an email with your tracking information. Please allow 24-48 hours for shipping information to update on the website. Please remember, orders are shipped 5-10 days after a campaign's cycle end.

  • Confirmation emails

    After your order is placed, we’ll send you a confirmation email. You’ll also receive an email when your order ships; it will contain your tracking information.

    If you haven’t received an email from us, check your spam or promotions folder. If you can’t find your order confirmation, please contact us.

  • Size and color changes

    You can change the size and/or color of the products in your order when a countdown is still active and has not gone into production. Send us an email with your order number and desired changes, and we’ll edit the order for you.

    Unfortunately, we cannot modify orders once they have gone into production.

    Please refer to our return policy for information regarding returns and refunds.

  • Product issues

    If your product meets the following criteria, please contact us and we will have your order replaced as quickly as possible:

    - The product itself is flawed.
    - The final product is different from the product presented on the website.

  • Faint outline/stain around my shirt

    Not to worry — this outline will disappear after the first wash!

    Our shirts are pre-treated with a special solution prior to printing to ensure high quality and color correctness. A small amount of this solution may remain on the shirt and appear as an off-color stain. This residue will disappear after a single wash.

  • Cancelling an order

    We can only process cancellations for products ordered in a campaign cycle that has not closed. Simply contact us with your order details and we’ll issue you a full refund. We are unable to cancel orders if the campaign cycle you ordered in has closed and the printing/production process has commenced.

    Please refer to our return policy for information regarding returns and refunds.

  • Returns

    If you are ever unhappy with the items you have received in your order, please contact customer service! Do not return any merchandise to us without first contacting our customer service department.

    Products on Threadfox are made-to-order and once they are sent to production after ordering, changes cannot be made. We do not hold inventory or stock and therefore we cannot do exchanges. If the mistake was ours, we will gladly accept returns and send replacements at no cost.

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