Our policies help protect both our customers and our production team while keeping custom DTF transfers and apparel orders clear, documented, and fair.
Because DTF transfers, gang sheets, custom prints, and apparel are made specifically for each customer, please review your artwork, quantities, sizes, colors, and order details before production.
Custom products are produced specifically for your order. Please make sure all submitted information is accurate before production begins.
Most DTF transfers, gang sheets, custom prints, custom apparel, and other made-to-order products are not eligible for return or refund due to change of mind, incorrect artwork submitted by the customer, incorrect sizing, or other customer-provided information approved for production.
Customers are responsible for reviewing artwork, quantities, sizes, colors, spelling, and other order details before production.
Epic DTF LLC will address legitimate production errors or defects that are reported promptly after the order is received.
Please provide your order number, a description of the issue, clear photographs or video, packaging photographs when applicable, and any other information reasonably requested.
If an issue is identified during production or quality control, Epic DTF LLC may remake the affected portion before pickup.
Communications notifying the customer of a replacement or remake may be retained as part of the order record.
When Epic DTF LLC provides a remake or replacement for a verified production issue, the replacement is intended to resolve the original affected item.
Additional products requested after completion may be treated as a new order and charged accordingly.
Customers are encouraged to inspect their order as soon as reasonably possible after pickup or delivery.
Check your order at pickup whenever reasonably possible and report visible issues before leaving the pickup location.
Another person may pick up an order when authorized by the customer. The customer should provide that person's name.
Epic DTF LLC may maintain order records, pickup records, communications, photographs, and available security footage confirming release of an order.
If an order is released to an individual identified or authorized by the customer, the pickup may be considered completed even if the original purchaser was not personally present. Epic DTF LLC is not responsible for disputes between the customer and the person the customer authorized to pick up the order.
After pickup or delivery, Epic DTF LLC cannot control how products are stored, transported, handled, or exposed to environmental conditions.
Store DTF products in a clean, dry environment away from moisture and excessive humidity.
Keep products away from excessive heat and other conditions that may affect print quality.
Protect transfers and printed products from direct sunlight and prolonged exposure.
Prevent scratching, crushing, folding, contamination, and other physical damage.
Proper handling and transportation are the customer's responsibility after the order leaves our possession.
Report suspected production defects as soon as they are discovered rather than waiting weeks or months.
After pickup or delivery, Epic DTF LLC is not responsible for damage, deterioration, discoloration, ink bleeding, adhesion problems, deformation, scratching, moisture damage, or other issues resulting from improper storage, handling, transportation, exposure to heat, moisture, sunlight, pressure, contamination, or other environmental conditions outside of Epic DTF LLC's control.
Customers are responsible for maintaining proper storage conditions for DTF transfers and printed products after receiving their order.
Prompt reporting and documentation help us determine whether an issue resulted from production or from subsequent handling and storage.
Customers should report suspected production defects as soon as they are discovered rather than waiting several weeks or months after pickup.
Epic DTF LLC may request photographs, videos, order records, communications, and other documentation before approving a replacement or other resolution.
Refunds are not automatic. Epic DTF LLC reviews the circumstances and determines the appropriate resolution based on available order and production records.
Where appropriate, Epic DTF LLC may offer a remake, replacement, store credit, partial refund, or another appropriate resolution.
Shipping requirements can vary depending on destination, package size, weight, and the number of packages required.
Shipping charges are based on the shipping method, destination, package size, weight, and applicable carrier costs.
A displayed flat-rate shipping charge is intended for orders within the normal shipping parameters for that rate.
For unusually large, heavy, oversized, or multiple-package orders, Epic DTF LLC reserves the right to adjust the shipping charge when the actual carrier cost materially exceeds the standard shipping rate.
Customers may be contacted before shipment if an additional shipping charge is required.
For large apparel orders or orders with significant shipping weight, shipping may be calculated separately based on actual shipment requirements.
Epic DTF LLC is not responsible for carrier delays, lost packages, incorrect addresses supplied by the customer, or other shipping issues outside of Epic DTF LLC's control.
Epic DTF LLC may retain information necessary to verify the production, correction, pickup, delivery, and fulfillment of customer orders.
Order details, production information, shipping information, and customer communications may be retained for business, quality-control, and dispute-resolution purposes.
Pickup records, photographs, communications, and available security footage may be used to verify when an order was released to the customer or an authorized representative.
If you believe there is an issue with your order, contact us as soon as possible. Please include your order number and clear photographs or other documentation showing the issue.