Custom Order FAQs
How do I start my custom order?
To start your custom order, you just need to contact us. You can email or call - our contact information is provided here. You’ll be connected with one of our reps who will guide you through the whole process. They’re like mystical sherpas with awesome guiding abilities.
Does VII offer design help? How does that work? Do I have to pay for it?
Yes we do! VII includes 3 hours of design time with each custom order and most orders can be completed in this time. If we anticipate that your art will take longer than the 3 hours provided, we will notify you immediately and any additional approved art time will be billed at $50 per hour.
How do I know what size to get?
We know that size and fit are important, so each of our customizable apparel options comes with a size chart to help you determine the best fit for you. Check our size charts page for each item’s size guide. If the item you're looking for isn't available, email us and we'll get you that chart.
When should I expect to receive my order?
We guarantee a 4 week delivery for screen printed, embroidered, or spot sublimated products. We guarantee a 6 week delivery for fully sublimated, GreenLine products. Orders consisting of both 4 & 6 week deliveries will be shipped together once the entire order is available. These timelines begin after final invoices are approved and 100% payment is received. We do frequently beat these shipping timelines, but if you’d like to guarantee a faster delivery check our expedite rates and confirm availability with your sales rep. VII guarantees shipment deliveries based on expected timelines provided by 3rd party carriers and cannot be held accountable for any delays caused by 3rd party mishandling or failure.
How much will it cost?
Each team is unique and each order is different, but we're sure we can find a deal for you. We offer several team discounts and package deals for all types of sports and activities. We also often have seasonal sales that are posted on our blog. To get an accurate quote on your project, contact us.
Do you offer bulk discounts?
We do! We have wholesale partnerships with several businesses and leagues that buy many, many, many, many units from us over the course of a year. If you think you qualify, just give us a shout. You can email or phone!
What if we want to make our own art?
We can’t wait to see what you come up with! We’ve seen some really rad stuff submitted over the years and we still love each and every new submission. Please keep in mind that we can only accept vector artwork or it looks really silly when we try to print it. We will also only print original or properly licensed images that don't infringe on copyrights or trademarks. If you just want to submit a napkin sketch, that's cool too. Our artists will work within the included design assistance time to help bring it to life.
Can I send in my own gear for customization?
Unfortunately, we can’t accept other company’s apparel for decorating and customization. Might we suggest trying one of our items? It’ll make you feel good inside and out!
What if I don’t like what I get?
Before we produce a custom order, we will do whatever we can to inform you of what you can expect. We will provide detailed mockups and answer any and all questions you have with the utmost transparency. But, because custom orders are printed on demand, they are considered final sale. Should we have printed something inaccurately or incompletely according to the mockups provided, we will make them right. Customers will be responsible for alerting VII staff of any errors within 10 days of receipt of goods.
Can you match colors?
If you’ve ordered from us in the past, there’s a good chance we can match colors on prints. We will try our best to provide the colors you need. But, because of the many factors involved in printing, we cannot guarantee color matching. Please talk with your sales rep regarding any specific color requirements that you have.
Screen Printing – We are able to color match pantones upon request. If colors must be mixed to specification because it is otherwise unavailable, a $60 charge per color will apply.
Sublimation – Many factors can alter the color of sublimated apparel including but not limited to inks, printers, humidity, pressure, and digital adjustments. As sublimation is a digital process, we can always try to tweak colors to match a provided sample. If you have a specific color requirement, please notify your sales rep and plan to mail us a physical sample.
Names/Numbers – Our custom vinyl numbers come in a very specific range of colors. We have made efforts to match our screen printing inks, but as they are not produced together they may not be exact matches.
How long will my original artwork take?
We try to return art requests within 24 hours, but please allow up to 2-3 days for completed artwork. The more detail you can provide to the art department, the faster we can put your artwork together. Turnaround times are subject to change based on artwork demand and project detail.
I got an order from you a while ago. Do you still have the art?
Probably! Give us a shout and let us know what you’re looking for.
Do you have minimum orders for customization?
Minimums are determined by the customization process. As few as 1 print can be ordered for spot sublimation and full body sublimation. A minimum quantity of 8 items must be ordered for screen printing and embroidery of designs.
Do I own the art after you make it?
We pride ourselves on offering professional artwork and are excited to offer the service (up to 3 hours included). We want to help build your brand identity and expect you to use your new designs on stickers, discs, signs, and other great team items. Once you have paid for your order, you can request an image file from your rep and we will be happy to provide one for these types of uses. Any and all custom-created jersey art or improvements/adjustments undertaken by VII art staff is considered the property of VII and its license and use is at VII discretion.
Can we print copyrighted material on apparel?
VII will not print copyrighted material without express written consent. Visit this blog to learn more. For school logos, please verify with your university’s licensing department or athletics/club sports administrator. VII is currently licensed through Collegiate Licensing Company (CLC), Exemplar Associates, and Affinity Licensing. We likely have the option to become licensees of your school if we're not already. Please be aware that becoming a licensee can take up to 12 weeks. Contact us to see if we’re already a licensee of your school.
Online Store FAQs
When will I get my order?
We know you’re excited to get your gear and we’re excited to get it to you! Regular online store items should ship out from our fulfillment center within 7-10 days. Team Marketplace items will take longer to ship out according to the details provided in each item’s description. Other items that are produced on demand will also list a delivery timeline within the product description.
What can I expect from “mystery” gear?
Mystery jerseys, shorts, hats, and discs may include items that have been misprinted, overprinted, slightly faded, or otherwise unsuitable to fulfill standard and custom orders. Sometimes it’s just awesome stuff that we made extra of and have left over. Sometimes it’s a design that got put on upside down. Sometimes we stopped selling an item and have a couple pieces sitting around. Sometimes the print accidentally got put on twice so it looks like a total mind-trip. There’s a lot of variation in what makes it a mystery item, but one thing that remains constant is that it’s still totally wearable. Mystery jerseys can be short sleeve jerseys, long sleeve jerseys, hooded jerseys, reversible mesh tanks, or tank tops. Mystery shorts will be athletic shorts. Mystery hats will most likely be a Truck Stop hat. Mystery discs will be Discraft Ultrastars or Aria Discs.
Can I make requests on “mystery” gear? If I don’t like it, can I return it?
Unfortunately, mystery items cannot be special requests and are not eligible for return or exchange. Mystery items are considered clearance item and all sales are final.
How do I process a return?
We will accept non-custom items returned in their original condition within 60 days and in accordance with our return policy provided at checkout. First, email email@example.com to receive return approval. Then, ship your item back to
VIII Apparel Co.
5 E Brookland Park Blvd.
Richmond, VA 23222
Please also include your name, original order number (It’s best if you have your original packing slip), and instructions on any exchanges.
I got the wrong size, can I exchange it?
If it’s an item that we still have in stock in your size, we can process an exchange according to our return policy. Follow the instructions above regarding returns. Please be sure to include any new shipping instructions if shipping details vary from the original order.
What shipping method do you use?
We use all of the major shipping carriers - USPS, UPS, FedEx, and DHL - based on what makes the most sense at the time.
How do I get free shipping?
We offer free shipping on U.S. orders over $75! You should also follow us on Twitter, Facebook, and Instagram to get the most recent deals which often include free shipping!
Do you ship internationally? What is the cost?
We love that our international family also wants to order from us, and we definitely want to make it accessible! We have a flat $14.99 shipping charge on orders to Canada and a flat $19.99 shipping charge on international orders to the rest of the world. Please be advised that we cannot account for any local customs, VAT, or duties imposed by the receiving postal service.
I’m buying a Team Marketplace item and I want it shipped to team. Do I have to enter my shipping information?
If you’re using the team code, your item will automatically ship to the team. If you choose Team Pickup, your item will ship to the team. Our e-commerce platform automatically requests a shipping address, and this also auto-populates as your billing address. Have no fear regarding the shipping destination if you’ve chosen Team Pickup or used the team code – it will ship to the team. If you’re still feeling nervous, just shoot us an email and we’ll confirm the shipping instructions with you.
What are the care instructions for my apparel?
Good question! To keep your VII gear in tip-top condition, we recommend machine washing cold and inside-out, with like colors. Do not use bleach or softeners and do not iron! Line dry for best results.
Looking to heat press a label, logo, or patch? Contact us for advice!
Team Marketplace FAQs
Is there a fee to be in Team Marketplace?
Um, no. That wouldn’t be very American.
Can I put anything in there?
Just about! In order to make this work, we’ve had to put some restrictions on what’s available but we’re pretty confident we hit all the major points. For example, a screen printed jersey can have a 3-color print, names, and numbers on both sides. A fully sublimated jersey can have, well, all the customization you want. Consult your sales rep to see what you can put in your team's own marketplace.
How long will it take to get our order?
From the time your marketplace is up, it will remain open for 10 days. After the ordering window closes, we will begin production. As these are custom orders, the same custom order timeline will apply for the team shipment: 4-week guarantee on orders containing only screen prints and spot subs, 6-week guarantee on orders including full subs beginning from date of marketplace closure. Individual shipments can be expected to ship approximately 1 week later.
What if I need it sooner?
Savage is accustomed to working with tight timelines. If it’s something manageable, we’re happy to work with you. If we feel that it puts a strain on our production line and other orders, we will notify you that an expedite fee may need to be charged. Alternatively, our traditional ordering process may suit your needs better.
Can I open a Team Marketplace whenever I want?
Savage opens Team Marketplaces on Thursday each week. Work with your sales rep to ensure that all of your items are ready to be launched. We close marketplaces on Monday mornings. Your team will have ten days to order.
How does this credit work?
We want to help you raise funds for your next order, and we want your fans to be able to support your team. Your Team Marketplace will be open to the general public, so you should promote it to your networks (we’ll help promote it too)! Teams will receive 15% of net revenue on items purchased without using the specific discount codes supplied to you (team and fans) as a credit on your next order.
SAVAGE has minimums on custom orders. Are there still minimums?
Glad you asked! Not officially. What’s important is that we work together. Our team will work with you to select items that we feel will be marketable based on your team size and promotion capacity. As always, we aim to have at least 8 items printed per design. Should any item or design not hit 8, we may still print the items and deliver them at our discretion. Sometimes we may need to cancel and refund the item.
How long can we keep our Team Marketplace open?
We can leave your Team Marketplace open for a 10-day window. We have to be able to manage timelines to produce and deliver apparel, and this will allow us to accomplish that. If you feel that you need it shorter or longer, give us a call and we’ll see what we can do. But, the rule of thumb is 10 days.
Can we reorder at a later time?
That’s the beauty of this program, it’s always available for you! Even when your Team Marketplace closes, it’s still visible to the public. And, we can reopen for purchase! We just need to coordinate the right timing to suit your needs. We do require a minimum 2-month hiatus between store openings, so let’s coordinate accordingly! Just email your rep and let them know you’re ready to reopen and for whom. All the same rules apply and your team and fans will be so grateful that it’s so easy.
Please be advised that by ordering items from VII that you agree to the following disclosure:
Attached are the 3D renderings of mockup proofs that we have on file to be printed. Proof mockups have been approved by the team and will be printed as the team has designated. Please understand that 3D renderings may not be exact to scale or placement
VII will not be held accountable for customer dissatisfaction in areas including but not limited to: spelling errors, missing art elements, or wrong colors if the mockups have been approved by team. Names will be printed exactly as inputted as available through the font style the team has chosen. If a name is unprintable due to length, we will contact you for an alternate printable name.
VII does not guarantee color matching for reprint orders. Due to factors beyond our control that affect the printing process (heat, humidity, production facilities changing printers, etc.) it is not possible for us to guarantee that the colors of reprinted jerseys will match previous orders.
Online Store Shipping timeline:
Our normal timeline for Online Store shipping is 3-4 weeks.
Team Marketplaces ship on the timelines stated on the item and team pages.
Custom Order Shipping Timeline:
Fully Sublimated gear takes 6-8 weeks to ship from our location.
Screen printed and Embroidered gear takes 4 weeks to ship out.
What shipping method do you use?
We use all of the major shipping carriers - USPS, UPS, FedEx, and DHL - based on what makes the most sense at the time. Once we ship out gear using one of our carriers, we are not responsible for their care or delivery delays. We will take rush orders upon request, and ensure that they are shipped within the time requested.
We offer Route Protection for shipping insurance on all orders, which will allow you to protect your gear.