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Frequently Asked Questions

General Questions

 
Can I do a fundraiser through SXS to raise money?

Absolutely! Ask your Account Manager for more information on fundraisers and upcharges!

 
How long does it take to receive artwork and pricing?

We have a quick 24 hour turn around on all new art! You’ll receive pricing with each proof.

 
Are there any additional fees?

The price you are quoted on apparel is the price you pay. Shipping is included on apparel orders however some promotional products may have set-up and shipping fees. We will be sure to let you know in advance!

 
Do you charge for artwork or revisions?

No, unlike other companies we offer completely free artwork and revisions! Just let us know what you’re wanting incorporated into your design and we’ll make it perfect for you.

 
Can you do custom names and numbers?

Yes!

 
What is an Account Manager and who is mine?

Your AM makes things happen at South by Sea! She is your main contact on orders. Your initial proof and quote will come from your assigned Account Manager.

 
Can you accommodate rush orders?

If your order is needed before our standard turnaround of 7-10 business days, we will do our best to meet your due date but please note that rush fees may apply and you will be informed if so. Many promotional products we can rush as well, some even same day!

 
Do you offer youth garments?

Yes! Ask your Account Manager for more information on printing options!

 
Do you ship outside of the United States?

Unfortunately we do not at this time.

 
Can you individually bag and label products?

Definitely — who wants to sort through all that product! We can bag and tag a wide variety of garments and promotional products for a small fee. Contact an account manager for details.

 
I submitted a quote request but haven’t gotten a response in over 24 hours. What do I do?

Shoot an email over to sales@southbysea.com and we’ll do our best to get a response out to you asap!

 
Do you charge shipping?

We offer free bulk shipping on all apparel orders. Promotional products may incur a shipping charge but we will be sure to let you know in advance!

 
Do you price match?

Yes! Ask your Account Manager for all information needed to do so.

 
Can you print the same design on different pieces of apparel?

Most of the time, yes!

 
Do you offer samples of products?

We do! If you are considering a product you have never worn or seen in person and are concerned about the fit, please request a sample from your Account Manager.

 
Do you sell blank products/garments?

We do not!

Ordering

 
How do I start an order?

Starting an order is SO simple! Simply click ‘Quote Request’ on our top navigation and fill out the form questions asked. If you already know what product you would like your order printed on, there is also a proof request form on all apparel listings!

 
What is your current turn around time for orders?

Our turnaround for most products is 7-10 business days. If you have a firm due date that falls before that let us know and we will make it happen.

 
What is an order id or version number and where can I find it?

An Order ID is how we locate your order in our system, this can be found along with the version number in the top left corner of your proof!

 
How do I place order?

We have a couple ways to place orders:

The first option is placing a bulk order through our final submission form. This is the most common way we receive orders! You can find the link in our top navigation. This form asks for all the important information -- sizing, pricing, when you need the order by. After you complete the final submission form, you (or your invoice contact) will be sent an invoice for your order. This means your order has been sent to production and is on its way to you! Placing a final order means that you are 100% satisfied with the design and apparel on your current proof and are ready to proceed with the order. You will be invoiced within 48 hours or will be contacted confirming that your order has gone into production. Any cancellations or changes must be made within 24 hours of receiving your invoice.

Our second way to order is through individual link ordering. This way allows each member of your organization or team to access the link on their own time and place their order with a personal credit or debit card. Cards are not charged until the order minimum is met on links and they must close ten full business days before your order is needed in hands.

 
After I place my order, how long does it take for me to receive it?

Once the bulk order goes into production and you receive the invoice, it will take 7-10 business days for production and shipping! Since all orders are produced after being placed, you will receive tracking for the order once it has left our shipping facility.

 
What is your return policy?

Since all orders are custom produced, we do not accept returns unless the item(s) ordered is defective or the wrong item(s) is received. We must be notified of the defective/incorrect item(s) within 30 days of product delivery. After 30 days the customer must accept the product in the condition it was received. We are not responsible for the treatment of the product(s) you receive after it has been delivered such as how you wash or wear your product. If an order is delivered with a misprint or defect, it is at South By Sea’s discretion to give the option of reprinting or refunding the customer for the item(s).

You are responsible for ordering correctly. We are not responsible for instructions that we do not receive, instructions we receive late or instructions that are not possible to follow. We are also not responsible for any incorrect instructions you may provide. We do not accept responsibility for any errors that are entirely the responsibility of the customer, such as misspellings, incorrect sizes, incorrect proof versions, etc. Since we do offer garment samples and size charts, South by Sea is not liable if you are not happy with the product chosen. Reprinting for such errors will be done at the customer's expense. 

South By Sea is not responsible for items that must be discontinued because they are no longer available from the vendor. We reserve the right to modify our website including these policies at any time without notice. Please contact us if you have any questions regarding these policies. When placing an order with South By Sea, you are agreeing to the terms and conditions described in these policies.

 
Can you ship product individually to each member of my group or organization?

Yes! We'd be happy to. There is a small fee plus the cost of shipping. Contact an account manager for how we can make your life easier.

 
I submitted my final order, but haven't received an invoice? What do I do?

We will invoice you within 24 hrs of receiving your order. If you haven't received an invoice after that time period, please reach out to an account manager immediately.

 
I received more apparel than my "organization" ordered, will I be charged?

Absolutely not. In fact, South by Sea generally includes a few extras on the house in case you need an extra or in case a small misprint is present on the garment.

 
I've got a budget, is that ok?

Not a problem! Our account managers will work with you to suggest products and designs that will work within your budget.

 
I have an emergency! Who do I contact?

Email your account manager, sales@southbysea.com or give us a call at 888.855.7960.

 
Do you offer discount pricing on re-orders?

Yes! Email your Account Manager if you would like to set up a reorder.

Invoicing & Payment

 
How do I pay for an order?

If you submitted an order, you (or the invoice contact) will be sent an invoice by email. You can pay the invoice with a check by mail, online with a credit or debit card or through PayPal. If mailing a check, please include your invoice number on the check or a copy of your invoice.

If your order is through a bulk order link, card information will be taken at checkout. Cards will be charged at the end of the link/time of production.

 
I ordered from an individual link, when will my credit be charged?

All orders through bulk shipping links will be processed when the link has ended. Your card will not be charged until the end of the store

 
Do you require payment for production?

We are happy to offer terms to our customers on a case by case basis.

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