WHAT CAN WE HELP YOU WITH?

How do I get started to place a custom order?


Firstly, thank you for your interest in working with us on your custom order. There are several ways to get started on your order, however the easiest and best way would be to use our order inquiry form. With our easy to use inquiry form, we can help you to find exactly what you are looking for in a few short questions. Give it a try!




What is the best way to get in touch with you?


Yes, we understand that we are tough to get in touch with, by phone, email, text, etc. This is something we are working on. We are a very small, family operated local company that do our best in keeping up with customer service, as well as doing all the design, printing, and production of orders locally here in Hawaii. If you have a question about a current order, our products, services, or just some general questions, send us an email dedicated to customer support! Mahalo for your understanding, we appreciate your support!




How can I return or get a refund for my order?


We apologize to hear that you are either not satisfied or received an incorrect/damaged product! We strive to create quality, one of a kind product for our customers. Although we do have a No Refund / No Exchange policy, we do understand that we sometimes can make mistakes as well, especially with custom orders. If we do, please email us within the first 3 days of receiving your product! After this time, we cannot replace or refund any order or product. Please understand that refunds are under our discretion and will take up to 7 business days to appear in your account.




I am not located in Hawaii, can I still order?


Yes of course! Although it makes it much easier to be able to come into our shop and talk to us in person, we welcome you to our ohana (family)! Feel free to inquire about ordering here! We can't wait to hear from you. Please advise that any shipping/handling costs will be the responsibility of the customer, and any damage/lost packages will be the customer's responsibility with the shipping company. We do not insure any package that is lost or damaged. Mahalo for your understanding!




I've placed an order online a while ago! Where's my order?!


This is a common concern and question that we receive alot. Please advise that if your team that you are on has a custom StoreLink, the person in charge of your order will be held responsible to communicate with their team to explain how our StoreLink feature works. Our custom StoreLinks are pages that are dedicated to teams ordering multiple different booster items/products for their team. This shopping experience is to rid of the paperwork, inefficiency, and all the other stress that team moms have to endure. It is made to be a simple solution: 1. Your StoreLink is opened for a certain amount of time (ex. 1 week) (during this time, your team will be placing orders) 2. When your link time has expired (closed for orders) we begin processing all orders placed during that time frame. We then will need 2-3 weeks to print and pack all orders for delivery or pickup for your team. 3. Shipping is available, but we state on each page that most team orders will be delivered with the team's orders. Many people see 2-3 day shipping and think they will be receiving their order in that time. However, that is additional time to the production time needed to print the full order. 4. If you have any issues with your online StoreLink order, please contact us here. If we do an online release of anything (ex. High School Hoodies), we also have a pre-order window that is stated on the page. During pre-orders, we accept all orders. When the pre-order window has closed, we do not accept any orders. All orders are then processed, printed, and packed for pickup or shipping. Turnaround time from the date of order will vary depending on our current workload and will be stated directly on the shop page. If it is not clearly stated, feel free to contact us. For any other questions, please send us an email with your question or concern.




Do you guys have a minimum?


Yes, our minimum qty of an ordered product will vary depending on several things. For the details about our ordering policies, please see our Ordering Terms & Conditions.




What is your pricing?


Our pricing varies depending on several different things. We are also flexible on pricing and have services, material upgrades, etc that will affect your custom order. To see our full terms and conditions for our ordering process, please see our Order Terms & Conditions.




I don't see my issue/question here.


We're sorry you couldn't find the answer you were looking for. If your question pertains to our ordering process, pricing, product information, sizing, services, turnaround time, shipping, refunds/returns, or anything else related to custom orders, please take a look at our Ordering Terms & Conditions. If you still can't find the answer you are looking for, feel free to send us an email, and we will do our best to help you. Mahalo!





MOST ASKED QUESTIONS

RETURNS & REFUNDS


There are No Refunds / Returns / Exchanges if you receive the custom product you ordered. We are not responsible for any errors in incorrect sizing, spelling, quantity, etc. that is made by customers. We will only Refund / Return / Exchange products that we are at fault with, and are notified within 3 days of receiving your order. After this time, any damage or defects caused to product will not be our responsibility. CONTACT US as soon as possible with any defective/damaged product. It is our discretion in which we will offer a Refund / Return / or Exchange.




TURNAROUND TIME


Due to the custom nature of the job, we do not guarantee any Due Date that is requested by our customers. We do however take great responsibility and accountibility in ensuring that all requested Due Dates for orders are met. Depending on our current workload during your order, Turnaround Time will vary per order. Our typical turnaround time from payment of design to delivery of order is 3-5 weeks. Our typical turnaround time from payment of order to delivery of order is 2-3 weeks. To learn more about this process, please check out our Ordering Process Terms & Conditions.




SHIPPING


We apologize to hear that you are either not satisfied or received an incorrect/damaged product! We strive to create quality, one of a kind product for our customers. Although we do have a No Refund / No Exchange policy, we do understand that we sometimes can make mistakes as well, especially with custom orders. If we do, please email us within the first 3 days of receiving your product! After this time, we cannot replace or refund any order or product. Please understand that refunds are under our discretion and will take up to 7 business days to appear in your account.




ORDER PICKUP


Yes of course! Although it makes it much easier to be able to come into our shop and talk to us in person, we welcome you to our ohana (family)! Feel free to inquire about ordering here! We can't wait to hear from you. Please advise that any shipping/handling costs will be the responsibility of the customer, and any damage/lost packages will be the customer's responsibility with the shipping company. We do not insure any package that is lost or damaged. Mahalo for your understanding!




STORELINK


Yes, our minimum qty of an ordered product will vary depending on several things. For the details about our ordering policies, please see our Ordering Terms & Conditions.




PRICING


Our pricing varies depending on several different things. We are also flexible on pricing and have services, material upgrades, etc that will affect your custom order. To see our full terms and conditions for our ordering process, please see our Order Terms & Conditions.





SUPPORT TOPICS

 
 

ORDER PROCESSES

 

1. INITIAL ORDER INQUIRY

Xtreme Imprint LLP suggests that you use our inquiry form to place an initial inquiry for all custom orders. We are not able to take every order inquiry that we receive due to the custom nature of each job, our small staff count, and limited resources available to us. Any attempt to deface our company, internally or to the public, based on our discretion to not take an order, shall not be done, and we have the freedom to respond appropriately to any public action taken.

2. DESIGN SERVICE

Our designs are to be used exclusively with Xtreme Imprint LLP. Our design turnaround time will vary based on order, complexity, and current workload and can range anywhere from 1-3 weeks from payment. Typically we try to complete a first mockup within 3-7 business days. By placing an order with Xtreme Imprint, you agree that any use of our design artwork, artwork elements of our products, graphics on our website, images on 3rd party websites and social media, on any products that result in a money transaction with a company other than Xtreme Imprint LLP or an income of any sort, will result in covering the damages incurred to Xtreme Imprint. This damage includes but is not limited to the dollar amount that is made using any of the above stated designs, artwork, elements of artwork, etc. The dollar amount to be reimbursed will be determined by Xtreme Imprint LLP.

3. PRINTING & PRODUCTION

Printing & Production done by Xtreme Imprint LLP on most custom product is manufactured 100% in Hawaii. Some product that is not possible to manufacturer on island is completed overseas. This product is more complex product including but not limited to full sport uniforms, aloha shirts, polo shirts, compression leggings, surfshorts, etc. We do this to maintain the quality of product and efficiency of service. Printing and production turnaround time is not guaranteed and can range anywhere from 2-6 weeks depending on current workload, complexity of project, and complexity / quantity of product.