Shipping policy

SHIPPING POLICY

ORDER PROCESSING AND PRODUCTION TIMES

Many products sold by Collins Custom Products LLC, doing business as Collins Custom Products (“Collins Custom Products,” “we,” “us,” or “our”), are customized, personalized, embroidered, printed, engraved, decorated, or otherwise made to order.

Because of this, production time and shipping transit time are separate.

Any production or processing time shown on a product page, quote, order confirmation, team store, or other communication represents the estimated time required to prepare and produce your order before it is shipped or made available for pickup.

Carrier transit estimates begin only after production is complete and the order has been transferred to the shipping carrier.

Unless expressly stated otherwise in writing, all production, processing, pickup, and delivery dates are estimates and are not guaranteed.

Production times may vary depending on factors including:

order quantity;
product availability;
customization requirements;
artwork or proof approval;
availability of garments or materials;
team or group order deadlines;
equipment or production requirements; and
seasonal or unusually high order volume.

If an order requires customer approval, additional information, artwork, sizing information, or another response before production can begin, production time may not begin until the required information or approval has been received.

SHIPPING METHODS AND RATES

Available shipping methods and rates are displayed at checkout when applicable.

Depending on the order and destination, shipping options may include services provided by USPS, UPS, or other carriers made available through our store.

The availability of a particular shipping service may depend on the size, weight, destination, contents, or other characteristics of an order.

Shipping rates may be calculated by the carrier, established as a flat rate, included in a group-order arrangement, or otherwise specified at checkout.

CARRIER DELIVERY ESTIMATES

Any delivery timeframe provided by USPS, UPS, Shopify, or another carrier is a carrier transit estimate and does not include our production time unless expressly stated otherwise.

Carrier delivery estimates are not guaranteed by Collins Custom Products.

We are not responsible for delays caused by circumstances outside our reasonable control, including:

carrier delays;
severe weather;
natural disasters;
transportation disruptions;
incorrect or incomplete delivery addresses;
customs processing;
government action;
labor disruptions; or
other events outside our control.

Purchasing an expedited shipping service speeds up the carrier transit portion of the order. It does not automatically expedite production of a custom order unless expedited production has also been expressly agreed to by Collins Custom Products.

SHIPPING ADDRESSES

Customers are responsible for providing a complete and accurate shipping address at the time an order is placed.

Please review your shipping information carefully before submitting your order.

If you discover an address error, contact us as soon as possible. We will attempt to make the requested change if the order has not yet shipped, but we cannot guarantee that an address can be changed after an order has entered fulfillment.

If an order is returned, delayed, redirected, misdelivered, or otherwise affected because the customer supplied an incorrect, incomplete, or undeliverable address, the customer may be responsible for any additional shipping charges required to resend the order.

We are not responsible for an order delivered to an address correctly provided by the customer when the customer intended the order to be sent somewhere else.

RISK OF LOSS

Once we transfer products to the carrier, title and risk of loss passes to you.

Customers should promptly review carrier tracking information and report suspected delivery problems to the applicable carrier.

We may provide reasonable assistance with carrier inquiries or claims when appropriate, but carrier investigations and claims remain subject to the carrier’s policies, procedures, deadlines, coverage limits, and determinations.

LOST, MISSING, OR DELAYED SHIPMENTS

If carrier tracking shows that a package is delayed or missing in transit, please contact the applicable carrier and notify Collins Custom Products if our assistance is needed.

A shipment that is delayed in transit is not considered lost solely because it arrives later than the carrier’s original estimated delivery date.

If carrier tracking indicates that a shipment was delivered but you cannot locate it, please first:

check the delivery location and surrounding area;
check with household members, coworkers, neighbors, front desks, mailrooms, or other individuals who may have accepted the package;
verify that the shipping address on your order was correct; and
contact the carrier for additional delivery information.

SHIPPING DAMAGE, INCORRECT ITEMS, OR DEFECTS

If an order arrives damaged, defective, incorrect, or otherwise subject to a problem covered by our Refund Policy, please contact us within 7 days of receiving the order.

Include your order number and photographs showing the issue.

For shipping damage, please photograph:

the affected merchandise;
the shipping container;
packing materials; and
the shipping label.

Please retain the affected merchandise and original packaging until we advise you that they are no longer needed.

Claims involving damaged, defective, or incorrect merchandise will be handled in accordance with our Refund Policy.

LOCAL PICKUP

When local pickup is offered, customers should not arrive to collect an order until they have received confirmation that the order is ready for pickup.

An order confirmation does not mean the order is ready.

Custom and decorated products may require production time before pickup becomes available.

Pickup dates and times are estimates unless otherwise expressly agreed in writing.

Pickup instructions, location information, and any applicable scheduling requirements will be provided through the store, order notification, or direct communication.

TEAM, COMPANY, SCHOOL, AND GROUP ORDERS

Certain team, company, school, club, organization, or other group orders may be produced together after a specified ordering period closes.

These orders may offer a fulfillment method such as:

Team Distribution;
Group Distribution;
Delivered to Team Organizer; or
another similar method.

When a group-distribution option is selected, the customer’s individual order may be produced as part of the group’s combined production run and delivered to or collected by a designated team representative, coach, employer, school representative, organization contact, or other group organizer.

In these situations, the individual customer’s order may not be shipped separately to the customer’s home address.

Customers are responsible for understanding the fulfillment method selected when placing a group order.

GROUP ORDER DEADLINES

Group stores may have a stated ordering deadline.

Orders received before the deadline may be held until the ordering period closes so that the entire group can be produced together.

Production therefore may not begin immediately when an individual customer places an order.

Once the ordering period closes or production begins, whichever occurs first, changes or cancellations may not be possible.

This includes changes to shipping method, pickup method, sizing, product selection, quantities, or other order information.

COMBINED AND SPLIT SHIPMENTS

We may combine multiple items from an order into one shipment when practical.

We may also divide an order into multiple shipments when necessary because of product availability, package size, production timing, fulfillment location, or other operational considerations.

If an order is shipped in multiple packages, separate tracking numbers may be provided.

PRODUCT AVAILABILITY AND BACKORDERS

Custom orders frequently depend on garments, blanks, materials, or other products supplied by third-party manufacturers and distributors.

Occasionally an item may become unavailable, backordered, discontinued, or otherwise unavailable after an order is placed.

If this occurs, we may contact you regarding an appropriate substitute product, color, size, revised production timeframe, or other resolution.

We will not knowingly substitute a materially different product without authorization where customer approval is reasonably required.

EXPEDITED SHIPPING

Selecting expedited shipping does not guarantee expedited production.

For example, purchasing overnight or express carrier service does not mean a custom embroidered, printed, engraved, or decorated product will be produced the same day.

If you have a firm event date or deadline, please contact us before ordering so we can determine whether the requested production and delivery schedule is reasonably achievable.

CUSTOMER-REQUESTED DELIVERY DATES

We may attempt to accommodate requested event dates, deadlines, or delivery dates, but a requested date is not a guaranteed delivery date unless Collins Custom Products expressly agrees to the guarantee in writing.

Customers should allow adequate time for both production and carrier transit.

SHIPPING CHARGES

Original shipping and handling charges are generally non-refundable.

Return shipping is also generally the customer’s responsibility for an eligible discretionary return of non-custom merchandise.

If a return, replacement, or other resolution results from merchandise that is damaged, defective, incorrect, or otherwise covered because of an error by Collins Custom Products, shipping charges will be handled in accordance with our Refund Policy.

Additional shipping charges may apply when:

an incorrect or incomplete address was provided by the customer;
a package is returned as undeliverable;
the customer requests a different shipping method;
the customer requests reshipment; or
additional or unusual packaging is requested or required.

INTERNATIONAL SHIPPING

If international shipping is offered, the recipient may be responsible for duties, taxes, brokerage fees, import charges, customs fees, or other charges imposed by the destination country or carrier.

Unless expressly stated otherwise, these charges are not included in the product or shipping price charged by Collins Custom Products.

International orders may experience additional delays due to customs or other government processing.

We do not control customs charges or customs processing times.

RELATIONSHIP TO OUR OTHER POLICIES

This Shipping Policy should be read together with our:

Terms of Service;
Refund Policy; and
Privacy Policy.

If an order-specific written quotation, agreement, or fulfillment arrangement contains shipping or delivery terms that differ from this general Shipping Policy, the order-specific terms will control for that order to the extent stated in the applicable agreement.