Cancellations & Returns

The Clockwise team works very hard to ensure that you get exactly what you're expecting when you place an order. There are many things outside of our control that may cause your order to seem like it does not match your approved specifications:

• Prints with certain inks, like water based or discharge, can have some color variations, depending on the ink color, fabric content or the dye lot. For best color accuracy and the brightest whites, we always recommend you stick with standard inks.
• Clockwise uses screens and lights that are specially calibrated for color accuracy when we match colors. If your screens and ambient lighting are not optimal, it may appear as if we did not match colors properly, or that the garment color is incorrect. For more information, see: Can you match to a Pantone color value?
• Product manufacture may change suddenly, and we cannot guarantee that all of the products in your order that are same style are exactly alike. For example, some of the tees in your order may have size labels that are heat-pressed on by the manufacturer, while others have a fabric tag or a tearaway tag. We also cannot guarantee that the sizing of the products or the construction of the products remain consistent over time as trends and manufacture policy change. 
• Products are subject to dye lots, and maybe appear different from a mock up or from a previous order due to changes in dye formula or the natural wear and aging of the older product. For more information, see: Why does my blank not look exactly like the picture?
• Order mockups are based on the median size of an order to give you the best idea of how it will turn out. However, this means that a print may appear larger or smaller than expected, or in a different location than expected relative to the mockup. For example, a 7" wide print on a size Small will look very different on a size 4XL. Please take note of the print size and placement listed on your approval link when deciding whether or not to approve.
• The Clockwise team is made up of people, not robots! We strive for perfection, but allow for a small margin of error on all imprints.

At Clockwise, we strive to make sure that your garment and print will match your expectations, but will not be responsible for you not liking the garment or the printed artwork. We do our best to make sure that we resolve any art or garment issues before the item is approved or goes to print, and to provide information that helps you make the best decisions for your needs. However, since you are going to be investing in a custom product, we recommend that you research independently. We offer expertise in printing, but YOU are the expert in what you want your product to be. We encourage you to confirm garment specs and colors on the manufacturers' site to ensure the garment is going to look and fit as you intend. We also encourage you to submit the best possible art that is at least 300DPI at print size, or ideally a vector. For more information on artwork, see: What file type do I need to submit?

If there's any doubt about whether you will like the selected garment or the print, we recommend ordering a sample first. We have no order minimums, so placing a single piece order is an investment that will help ensure you bulk production run is exactly how you want it. Please keep in mind that ordering blank or decorated samples will push back the turnaround time for your bulk order, so we encourage you to plan accordingly.

Cancellations

Sometimes, plans change and you have to cancel an order. 

If you have placed an order, but have not yet approved the order, you may cancel your order by emailing print@clockwise.io. Your refund may be subject to a 15% restocking fee to cover the cost of materials, including blanks and inks, that we may have acquired specifically to fulfill your order.

If you have placed an order, and have approved that order, you may cancel your order by emailing print@clockwise.io. Your refund will be subject to a 15% restocking fee to cover the cost of materials, including blanks and inks, that we may have acquired specifically to fulfill your order.

Returns & Reprints

If you feel that your end product differs materially from the product specifications that were approved or that it is otherwise flawed, you may request a reprint within 5 business days of receipt. To initiate a return, please contact Clockwise Customer Support at print@clockwise.io. 

Please note that the product must be returned unused, folded, and in its original packaging, including all tags. Your reprint request will be processed as soon as we receive and verify the items. 

Alternatively, If it is determined that the items were produced outside of the approved specifications in the approval process but you would like to keep the products despite the error, you may do so for a 50% credit towards your Clockwise account.