Frequently Asked Questions

What are your business hours?

Our hours of operation are Monday thru Friday from 8:00am - 8:00pm EST


Best way to contact us?

The best method would be to send us an email at: support@puddlebear.com. However, if you feel your need is urgent or if you would prefer to speak with us directly via telephone, please call us at: (203) 255-5550 between the hours of 8:00am - 8:00pm EST Monday thru Friday. If we are unavailable or the phone lines are busy, please leave us a message and we will contact you as soon as possible.


What is your return or exchange policy?  

If you are not satisfied with your non-customized merchandise purchase, please contact support@puddlebear.com within 20 business days for an exchanged item or a refund of the purchase price. When an item is returned, we ask that you deliver it in the same quality as when it was first received.


**Please note that Gift Certificate sales are final and cannot refunded at any time**

**Please note that any refunds or exchanges on personalized items will be dealt with on a case- by-case basis**


Do we offer price adjustments when ordering in bulk?

We offer special discounted pricing to orders when you purchase 10 or more of the same item (i.e.  10 t-shirts, 10 creepers, etc…). The color, size, and design of the item can vary but the items ordered must be the same.


When will my order be shipped?

We try to maintain a three business day processing period on all items ordered. An item that is ordered after hours of operation will be counted as being processed on the following business day. Please keep in mind that this may be subject to change during “peak” holiday times. Peak holiday time tends to be from Black Friday until December 26th.

 

What if my order is delayed?

 If your order will be delayed for any reason as soon as we are aware of the situation we will contact you immediately via email with an estimation of when your order will be shipped. If the situation calls for it we may also offer substitutions to keep your order on time.  If you are presented with substitutions you will need to authorize the substitution before we proceed with having your order processed.


How will my order ship?

We currently offer shipping via the United States Postal Service. Please choose the appropriate shipping method based upon your needs.

 

What's the quality of your printed shirts?

A majority of our shirts are actually heat pressed with vinyl not ink. We do not use color transfers or Direct to garment printers. All of our cotton and cotton/poly blend shirts are hand pressed using professional grade vinyl with multiple color layers on a large heat press. We also do not use cheaply made iron-on transfers. 

 

I have some sample images and an idea I would like made into a T-shirt how do I get that done?

All of our designs were conceptualized from original sketches and are then digitally refined using Photoshop and Illustrator into vector images. We would more or less need to use the same approach with your artwork/idea and send you proofs. So please feel free to contact us anytime at support@puddlebear.com and we will be glad to assist you.

 

What happens after I place my order?

Your order will be reviewed, printed and shipped. You will also receive a confirmation and order number to follow the status of your order.


Can I modify or cancel my order?

Modifications and/or cancellations of your order may be done on an individual basis before the processing period has begun. At your earliest convenience please call (203) 255-5550 during the hours of 8:00am - 8:00pm EST Monday thru Friday and we will be glad to assist you with this matter.


I am having difficulty with placing an order on the website, what should I do?

Please email us anytime at support@puddlebear.com or call us at (203) 255-5550 during the hours of 8:00am - 8:00pm Monday thru Friday EST and we will be glad to assist you.


I need help with my design and need a t-shirt made what do I do?

Please email our Design Department at support@puddlebear.com Monday thru Friday 8:00am - 8:00pm EST and they will be more than willing to offer any assistance.


Can I get a sample before placing my order?

At Puddle Bear Clothing, LTD. we stand behind our products 100% and use the same process and attention to detail when you order one or one-thousand items.

If you would like a digital proof created for your order, we will be more than happy to create one for you. To request a proof, please email support@puddlebear.com anytime. For orders of six or more items with the same design, a digital proof will be emailed to you before your order is sent to print.

How do I order a single design in different colors, customizations (i.e. team shirts with different names) or products?

Please email us anytime at support@puddlebear.com or feel free to call us at (203) 255-5550 during the hours of 8:00am - 8:00pm Monday thru Friday EST and we will be glad to assist you.


How can I make a payment for an order?

We currently accept all major credit cards (Visa, MasterCard, Discover and American Express). If you are a non-profit organization, school or government agency, please contact us during our business hours for assistance.