FAQs
Before contacting us, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email: support@sledgehousemedia.com
MERCH / GARMENT QUESTIONS
Why does my garment smell like vinegar?
When your garment is printed, the process is called direct-to-garment (DTG) printing. A fixation agent is applied during the printing process to help the ink bond with the fabric. There is a temporary smell caused by the fixation agent. It is similar to vinegar and goes away after one wash. We recommend washing your garment inside out in cold water with detergent on a gentle cycle and hang to dry.
Is DTG printing sustainable / eco-friendly and non toxic?
Yes, making products on demand instead of in bulk such as using screen printing helps reduce overproduction, so thank you for making thoughtful and sustainable purchasing decisions! Yes, DTG printing is non toxic using a water based ink.
Are your garments OEKO-TEX certified?
Yes, our products are OEKO-TEX certified. Oeko-Tex certifies non-hazardous end-products and all of their components. Products that carry the Standard 100 label have been tested and proven free of harmful levels of toxic substances.
How should I wash my new garment?
Your garment will stay crisp and vibrant for a long time if you follow the care instructions. To keep them from fading or cracking, machine-wash garments on a gentle cycle, avoid bleach and fabric softeners, and avoid ironing the printed graphics.
ORDER PROCESSING
Each product is custom made for each customer. Orders are processed and shipped between 7 - 10 business days after the order has been placed. Order delays tend to occur during the weekend and holiday seasons. Please reach out to support@sledgehousemedia.com for any further questions regarding order processing.
SHIPPING & HANDLING
Sledge House Media LLC online purchases are shipped via UPS, USPS, FEDEx or DHL. Sledge House Media LLC is not responsible for any lost, stolen, or damaged shipments. Should the buyer encounter an issue with receiving a package, the buyer assumes all responsibilities of claims made with the shipping carrier.
How long does delivery take?
Your order ships within 7 - 10 business days from the time the order is placed and can take up to 7 - 15 business days for receipt. Orders ship Monday through Friday only.
How can I track my order?
As soon as your order ships, you will receive an email confirmation with tracking information. You can then track the package but it may take up to 24 hours for tracking information to update.
Activate notifications when you receive your confirmation email to get the latest updates on your package.
Your data will only be used for your order email tracking updates
Why did I not receive a confirmation email after placing my order?
There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you still cannot find it and would like it resent then please do let us know support@sledgehousemedia.com
What should I do if the shipment’s tracking states that it was delivered, but I have not received it yet?
We are sorry to hear that you haven’t received your order yet. We recommend you to inquire if any additional details were left by the delivery carrier. Please note that we don’t cover refunds due to carrier errors. You can contact the carrier service directly to get information about your shipment. You may also file a claim with the carrier.
I ordered 2 or more items, why did I only receive one?
When you order multiple items at a time they might be shipped separately as products can be shipped when they are printed and some items may take longer than others. You may receive one item before the next. So don't worry if you don't receive all of your items at once. You can track the status using the tracking feature in your shipment confirmation email.
I put the wrong address for my order, can I change it?
If you have put in the incorrect delivery address on your order then please contact us as ASAP. If your order hasn't been shipped or processed then we can update your delivery address no problem. If the order has been shipped or processed then unfortunately there is nothing we can do. However, there may be a slim chance the shipping carrier may be able to correct and update your address. Please contact the shipping carrier to assist as soon as your order ships.
Do you provide international shipping?
At this time we only ship to the United States and Canada. In the future, we plan to ship internationally.
GENERAL
How do I contact customer service?
You can reach us Monday through Friday up until 7 p.m. ET via email at support@sledgehousemedia.com
Please note we may be slower to respond during the holidays.
How do I cancel or edit an order I placed?
Sledge House Media fulfills orders out of a major distribution center. Once an order is placed, unfortunately, we are unable to cancel or modify it. Thank you for understanding.
How do I find my size?
If you are having trouble selecting which size is best for you, please refer to our size guide listed on each product’s page.
Important Note: Our exchange policy doesn’t cover products ordered in the wrong size. Because of that, we won’t be able to issue you a refund or exchange for the order. We make every product customized and on demand, so unfortunately requesting a size exchange would mean producing an entirely new product. If you would like a different size or different item, then you will have to place an entire new order on our website for your desired item(s) at your own expense. Thank you for understanding.
Why was the merchandise out of stock, but I was able to purchase it?
We make an effort to fulfill your entire order, but there may be a rare occasion we need to cancel one or more items. If we are unable to fulfill your entire order, you will be notified via email of the out of stock merchandise. Your item will ship when it is back in stock.
Can I add an item to my order after I placed the order?
Unfortunately not, you will need to place an entire new order for anything you wish to purchase. Thank you for understanding.
Why has my card been declined?
You would need to contact your bank or credit card company for more information. It could be that your billing address is not matching with your credit card or you entered the information incorrectly.
Can I place an order by phone?
Unfortunately, we do not take orders over the phone. Orders are only placed on our site.
My credit card did not go through, but why was I charged?
If your credit card is not approved, your bank will automatically deduct the money from your available balance although it is not actually taken from your account until we dispatch the order. If we do not dispatch the order, we do not charge you and the money will be automatically put back into your account. This can take 3-5 business days.
Do you have a printed product catalog?
Unfortunately, we do not have a printed product catalog.
What forms of payment are accepted?
We accept Apple Pay, Shop Pay, Google Pay, VISA, Venmo, MASTERCARD, DISCOVER, Diners Club, AMEX, and PAYPAL.
*Please note: Your billing address must match exactly as it is appears on your credit card statement. This information is used as part of the validation process for your credit card payment. All orders are subject to review. We reserve the right to cancel any order if we suspect fraud.
How do I apply a coupon/promo code to my order?
If you have a discount code you can enter this information during the checkout process. The field for the code is located on the page where you enter your credit card information. Only one coupon code can be used at a time.
Why doesn’t my coupon/promo code work?
Please double check that you are entering it correctly. The promotion could have also expired.
REFUNDS & RETURNS
How do I return an item(s) from my order? Can I receive a refund?
ALL SALES ARE FINAL
We make every product customized and on demand, so unfortunately, we do not offer refunds or returns on our products. This policy is also sustainable for the environment to prevent e-commerce landfill waste. Thank you for understanding.
Our Refund Policy
https://sledgehousemediastore.com/policies/refund-policy
EXCHANGES
What is your exchange policy?
We make every product customized and on demand, so unfortunately requesting an exchange would mean producing an entirely new product. If you would like a different size or different item, then you will have to place an entire new order on our website for your desired item(s) at your own expense. Thank you for understanding.
I received a damaged, defective, poorly printed product or the wrong product, what should I do?
Items must be returned within 7 days from the day you receive your order. Merchandise must be unworn, and tags attached.
Please email us at support@sledgehousemedia.com within 24-48 hours of delivery. Our team will look into the order, so please share a detailed description of the problem and add quality photos where we can see the issue. We’ll be happy to assist and reship the product for you. Please note, this process can take 2 - 3 weeks to complete.
If you have further questions, please contact support@sledgehousemedia.com