Frequently Asked Questions
If you do not see an answer to your question below please send us an email using our contact page.
Who makes Crawlpace's products?
We partner with 3rd-party vendors to provide the products in our store, including Printful.
Reasons for Returns
Misprinted, damaged, and defective items can be returned and will be replaced at no cost. Claims must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
All claims should follow the instructions under “How do I report a problem with my order?”.
We do not refund orders for buyer’s remorse or size exchanges.
We follow the return policies of our printer.
How do I report a problem with my order?
You can report problems with an within 4 weeks of receipts. Please email us using the contact page form with the following information:
- Order number
- A detailed description of the defect
*Be ready to send us a photos of the defective product. We will ask for it in our reply. Thanks!
We follow the return policies of Printful.
What happens if a package isn't delivered to me, but the tracking states that it did?
Our printing partner will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Crawlspace Theatre Productions and/or Printful would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”
If your are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. We will receive notice once the order arrives back to our printer’s facility. We will try contacting you using information provided in your order to determine how you would like to proceed regarding having the product reshipped. New shipping charges will be applied.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
I ordered the wrong size, what do I do?
We provide accurate sizing guides to help you determine the correct sizes. We know that sometimes clothing does not fit as expected. We are not able to cover the costs of size exchanges and you will need to place a new order.
Oh no, I used the wrong address, what do I do?
If the address you provided was wrong, then you are held responsible. Usually, the package is sent back to the return address, our printer’s location. In the case we will get a notification and can reship you your order at the cost of shipping.
However, packages are sometimes not returned to the sender. In this case, you would have to place a new order to replace the original.
Be sure to log into your account and update your shipping address: https://crawlspacecomedy.com/my-account/
What if the product is damaged in the mail?
Please place a claim according to the instructions under “How do I report a problem with my order?” and our printer will send a replacement at no cost to you. (Be sure to take a photo, we will ask for one.)
Where can I see the status of my orders?
You can view the status of current orders and view your past orders on your “My Account” page: https://crawlspacecomedy.com/my-account/
If you are not logged in, log in to gain access.
If you did not, create an account and would like an update please email us at [email protected]. We do our best to respond in a timely manner.
Where can I find the tracking information for my orders?
Tracking numbers are generated when a shipping label is printed at our printer’s facility and are emailed to you- keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.
How quickly are orders printed?
Orders typically take 2-7 business days to print.
How quickly are orders delivered?
Here are the shipping times for each shipping method we offer:
- Overnight: next day delivery in the US
- Express: 1-3 business days in the US, Canada, and internationally
- Standard: 3-5 business days in the US and internationally, 3-6 days in Canada
- Economy: 5-8 business days in the US, 6-12 days in Canada, 5-10 days internationally
What type of ink do you use?
Our printer usesgenuine Brother GT-3, water based pigment inks. GT-3 inks are CPSIA compliant and Oeko-Tex™ certified, which means they are safe to print on youth/children’s clothing and reduce environmental waste. Also, GT-3 inks provide a high washing colorfast AATCC rating of 4.
For posters, our printer uses Epson UltraChrome water based HDR ink-jet technology.
How should I wash my printed garments?
Our garments are printed on using the latest direct-to-garment (DTG) printing technology. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer’s care instructions don’t take into consideration the DTG printing process.
Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.
In order for you to prolong the life of your custom print, we suggest following the care instructions below:
Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.
Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.
Disclaimer about Direct to Garment
You may notice an off-white residue and vinegar smell on your apparel. Don’t worry! It’s from a fixation agent applied during printing and it’s not permanent.
Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It’s needed so ink bonds with the fabric. Without it, ink would flake off the garment. You can think of it sort of like applying a primer before painting a wall.
The fixation agent can sometimes leave a faint square imprint around the print, and other small white marks on the garment. Your DTG apparel might also have a vinegar smell that gets stronger the longer it’s in the poly bag packaging.
The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.
If the discoloration is prominent, the quality control team will include a card explaining that it’s from the fixation agent. Here’s how it looks:
How are shipping rates calculated?
Shipping rates are calculated in real-time based on the priority selected and according to the size, weight, and packability of the products purchased.