Customer Service FAQ

ORDERS

1. Can I make a bulk order (15+ items)?
To make bulk orders, please contact Customer Service for a quote that may or may not include a discount.


2. Why can't I make a bulk order (15+ items) via the website?
Trailium is currently a small business and we ask that bulk orders come through Customer Service to prevent a potential large loss.


3. How do I cancel my order?
We allow cancellations of orders up to the beginning of the fulfillment process. Please email Customer Service with you order number to cancel. We must have your order number to cancel.


4. What methods of payment do you accept?
We accept all major forms of payment (i.e. debit cards, credit cards, cash transfers, etc.) through our processing service provide PayPal.


5. Are there times of the year when I should expect delays in fulfillment?
Yes. The time between Thanksgiving and Christmas is always the busiest for Trailium. We suggest that you place your order at least 3-4 weeks before the last possible delivery day per the US Postal System. Other carriers such as UPS and FedEx may have different last possible delivery dates. Also, severe weather and other factors outside of Trailium's control may also delay the delivery of your order(s).


6. Who is PRINTFUL and WOOCOMMERCE? Why am I getting emails from them about my order?
PRINTFUL is the company we use to fulfill orders from our customers. PRINTFUL prints, ship, and handle the back end computer stuff for Trailium.

WOOCOMMERCE is the company that handles the shopping cart and purchasing transactions along with PayPal.

Customer Service is handled by Trailium (not Printful).





SHIPPING & DELIVERY

1. What shipping methods are available?
We allow the customer to choose their method of shipment based on the standard shipping methods available (i.e. US Postal Service, UPS, FedEX, etc.).


2. How long will it take for my order to arrive after shipment?
It can take anywhere from overnight to 9 business days to arrive on your door step or mailbox depending on the method of shipment that you chose during check out.


3. Why did I only receive part of my order?
The process for on-demand production is faster for some products than others. We strive to deliver your order (even part of it) as fast as possible. If it is better to ship a part of the order now, instead of waiting for the whole order to be complete, we will do so. You will NOT be charged extra shipping for multiple shipments.



4. What method of shipping does the FREE SHIPPING use?
The Trailium shipping team will use the cheapest method of shipping your items to you if you choose the FREE SHIPPING option. That means it could up to 2 weeks from the time you receive the email that your items shipped for you to receive them. It could also be as short as 3 business days.





RETURNS & EXCHANGES

1. How do I return an item?
Email Trailium's Customer Service, within 14 calendar days of receipt, to receive a Return Merchandise Authorization (RMA) number. Once you get a RMA number, please include it with a copy of the receipt in the return item(s) package. Ship the item back by a method of your choosing.

NOTE - Returned items without a RMA will not be accepted.


2. How do I exchange an item?
Email Trailium's Customer Service, within 14 calendar days of receipt, to receive a Return Merchandise Authorization (RMA) number. Once you get a RMA number, please include it with a copy of the receipt in the return item(s) package. Please write on the receipt what size or color you want in the exchange. Ship the item back by a method of your choosing.

NOTE - Returned items without a RMA will not be accepted.


3. What is my time limit for returns/exchanges?
You have 14 calendar days from the time the item(s) are delivered to initiate the return/exchange process. No exceptions allowed.


4. How long will it take for me to get my exchange?
We will process your exchange within 3 business days after receipt of the unwanted item(s). Please allow up to 10 business days for your exchanged item(s) to arrive.


5. How long will it take for me to get my refund?
We will process your refund within 3 business days after receipt of the unwanted item(s). Please allow an additional 3-4 business days to see it on your credit card or bank account.


6. Why do returns and exchanges take so long to process?
Trailium is privately owned sole proprietor business that saves money by creating each item on-demand versus holding inventory. The on-demand printing process is what takes the longest.


7. Can bulk orders be returned or exchanged in whole?
Yes for mixed item orders. Only the affected items in a single type item bulk order are returnable or exchangeable.





CLOTHING CARE

1. Why does my close smell like vinegar or a chemical?
Trailium uses a print-on-demand Direct-To-Garment (DTG) service to fulfill your orders. Part of the printing process is applying a chemical that helps the ink adhere to the clothes.

When unpacking a new shirt or hoodie, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.


2. How do I care for my printed items?
Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners, or dry-clean the items.

DTG-printed apparel can be tumble-dried on a low cycle, but hang dry works best.

When it comes to ironing, use cool iron inside-out. Do not iron the print.


3. How do I care for my embroidered items?
Embroidered shirts also can be machine-washed cold and inside-out on a gentle cycle with a mild detergent and similar colors. You can use a small amount of chlorine bleach, but non-chlorine is the safer option. If you notice any color residue in water, rinse the garment in lukewarm water and then in cold several times, but try not to rub any stained embroidery. Embroidered clothing can also be dry-cleaned.

After washing, don't leave the clothing soaking, or lying in a pile while wet. Do not wring out the embroidered articles, but if you want to tumble-dry them, use a cool air setting.

If the garment needs ironing, do it inside-out, preferably between two pieces of cloth. You shouldn't wet embroidery before ironing or use a steam iron.






CAN'T FIND YOUR ANSWER HERE?

Please contact Customer Service (contact@trailium.com), and we will get back to you within 2 business days.

Customer Service Hours:
Monday - Friday
9:00 AM to 5:00 PM Pacific Standard Time (PST)

We, at Trailium, are constantly updating this page with the latest information. Your feedback is very valuable to us.