FAQ
Frequently Asked Questions
How long does it take to receive my items?
All items are made to order. This means time is needed to get your items to you. Fulfillment times are as follows:
- Samples can take anywhere from 1-3 weeks to complete and arrive.
- Wholesale can take anywhere from 2-4 weeks depending on what you order.
- Please allow an additional 1-2 weeks during our busy season (October-December) and when specialty materials or items are requested.
- Custom items take the longest to fulfill, since we do not order the custom fabric until your order has been paid for in full.
Please keep these fulfillment times in mind as you plan for your product releases or restocking.
Can I customize anything on the site?
All items under the "Custom" category can either be customized by fabric color, add logos, or an all-over print.
Any prints or logos that are added to items are created with a direct printing process or sublimation. This process makes the print a part of the fabric and will not crack, peel, or fade the way that vinyl or screen printing may do.
Our custom prints will last the life of the product.
Shop our collection of customizable hair care accessories, loungewear, and more. @SMDandCo
What is the difference between white-label, private-label, and custom?
White-Label items are blank and unbranded items that can be brought as-is and may be customized by you or an outside custom shop. You can also add product cards or packaging to make these items yours.
Private-Label items are items that we continuously create, but can have a design, phrase, or logo added to them to fit your brand.
These items are still made to order but the fulfillment time is faster than custom, because we keep these fabric colors in stock in our studio.
Custom items provide more customization options, like color, style, and even the print or content of the fabric.
Custom items take the longest to arrive because we order the fabric for these items after they are ordered. We DO NOT keep custom prints in stock.
All items can take anywhere from 2-4 weeks to create, since most items are made-to-order. During our busy season (October-December) we will create white-label items ahead of ordering to increase our shipping speed to serve the increased demand that comes at that time.
What if I don't like the item I received?
All sales are final on custom items.
We do not accept returns on any customized items. We highly encourage you to order a sample item before placing your bulk order to ensure our items are a great fit for your company.
Blank white-label items can be returned for a store credit only. We do not offer cash refunds. Items must be unopened and unworn. Returns are accepted up to 7 days after confirmed receipt, so please inspect your items thoroughly as soon as they arrive.
If there are ever any store errors, we will do everything we can to correct the situation.
Please refer to our return policy here.
Can I expedite my order?
The only expedition options are with how we ship your items. Our fulfillment times unfortunately, cannot be changed at this time.
Most orders only take 5 business days to complete, but we create for many different businesses. Our prolonged fulfillment times include the wait time for us to get to your order. We create items in the order they are received. If you have a deadline or launch date to meet, please order well in advance of that date.
We suggest ordering at least 6 weeks prior to any need by date to allow time for any delays or production issues.
View our shipping policy here.
How do I check on the progress of my order?
Logging into your account and view the status of your order.
Processing means your order is still being logged into our system to ensure we can complete the order in a timely manner. Orders that cannot be fulfilled will be promptly returned and refunded back in the form of purchase.
Confirmed means your order has been logged, materials have been purchased, and is now awaiting the arrival of those materials so production can begin.
Fulfilled means your item is completed and will soon be on its way to you after the final quality checks are completed.
Shipped means your item is out of our hands and on its way to your doorstep. (We have no control over shipping times once the mail service has your items)
You can always send an email to enquire about your order status. Please allow us 1-2 business days to respond. We are a small team of 2-3 at any given time, and we are usually on the production floor making items for everyone. Please remember that Confirmed orders is the longest period of production. Please bear with us while we await your materials and as you wait in line for your items to begin production.
Do you offer a dropshipping service?
We only offer drop shipping of our blank white-label items at this time. Customized items must be purchased in bulk.
The setup fee for dropshipping is $0 for white-label shipping + $5 per item sold. The item fee is only paid to us as our items sell in your shop and is included in the listing price.
If you prefer our premium dropshipping setup, the cost includes a one-time $170 fee and the $5 per item dropship fee. The item fee is only paid to us as our items sell in your shop and is included in the listing price.
Our premium dropshipping service includes the following:
- A one year subscription with Top Dawg. At Top Dawg you will be able to search and add other products from other shops to your site as well.
- Custom packaging (business card or flyer, branded sticker, and branded invoicing) so your items are shipped to your customers and branded as if they have come directly from you.
Regardless of the plan you choose, when you drop ship with us, your customers will be able to order directly from your site and be fulfilled by us. This eliminates the need to purchase inventory and hold items while you await for them to be sold.
Drop shipped items ship within 2 weeks of order confirmation date.
On your side of the ordering process, you can select whether you want the items shipped to you or directly to the customer. When items are shipped to you, please keep in mind the additional shipping costs that are included with that option.
We highly recommend ordering samples of all items that you intend to sell in your shops, to ensure that we meet your quality and packaging standards.
I don't see what I need on your site, do you create custom pieces?
Of course! We can create an item exactly as you need it.
Pattern recreations begin at $125.
- This includes a sample of a product that you already own or have the pattern to.
- Reassurance that your product can be properly recreated by us.
Product development starts at $250 per product that we design for you.
This includes:
- Creating the pattern of your product that can be used for reproduction.
- The completed sample is made from that pattern.
Revisions are $75 each.
What are all of your payment options?
We accept debit, credit, ShopPay and ShopPay Installments on this site.
If you have a reseller's certificate and prefer Net60 terms, you can apply to shop with us on Faire and save $100 on your first order with Free Shipping (for new Faire signups only).