Frequently Asked Questions (FAQ)

1. Custom Orders

Q1: Can I return a custom printed T-shirt if I don't like it?

A: Yes. For non-customized items (ready-to-ship), you may return within 14 days of delivery if the item is unworn, unwashed, with all tags attached. Buyer is responsible for return shipping. Custom-printed items (based on your uploaded design) cannot be returned unless defective.

Q2: What if my custom order arrives damaged?
A: We offer a free replacement or full refund. Contact us within 7 days with photos of the issue.

Q2: How long do I have to cancel a custom order?

A: You may cancel a custom order within 6 hours of placing it for a full refund. After 6 hours, production may have already started and cancellation is no longer possible.

To cancel, email support@z-axiswear.com immediately with your order number and "CANCEL" in the subject line.

Q3: What design file format do you accept?

A: We accept PNG, JPG, or PDF files. For best print quality, we recommend:

• PNG with transparent background
• 300 DPI resolution or higher
• RGB color mode

Q4: Do you provide a proof before printing?

A: For complex custom orders, we will send you a digital mockup (proof) via email within 1–2 business days. You must approve the proof within 48 hours before production begins.

For standard custom orders (simple text or basic designs), we do not provide a proof unless requested. Please double-check your design preview at checkout.

2. Shipping

Q5: How long does shipping take?

A: Total delivery time = processing time + shipping time.

Processing may take longer during holidays or for complex custom designs.

Q6: Do you offer free shipping?

A: Yes. We offer free Standard Shipping on all orders over $59.00 USD after discounts and coupons have been applied.

For orders below $50.00,aflat-rateshippingfeeof\ast \ast$7.00 USD applies.

Q7: Is the shipping fee refundable if I return my order?

A: No. Once your order has been shipped, the shipping fee you paid (if your order did not qualify for free shipping) is non-refundable, even if you later return the product for a refund.

The only exception is if we make an error (wrong item, defect, or damage) and cannot provide a replacement – in that case, we will refund the full order total including shipping.

Q8: Do I need to pay any import taxes or duties?

A: No. The price you see at checkout is the final total price you pay. We cover all import taxes, customs duties, and broker fees for orders shipped within the United States. You will not be charged any additional fees upon delivery.

3. Returns & Refunds

Q9: Can I return a non-custom item?

A: Yes. For non-custom / ready-to-ship items, you may request a return within 14 days of delivery. Items must be unworn, unwashed, undamaged, with original tags and packaging.

Return address: Approved returns must be sent to our facility in China. Return shipping costs are the customer's responsibility.

Q10: What if return shipping to China is too expensive?

A: We understand. If the return shipping cost is more than your refund amount, please contact us. In many cases, we may offer a partial refund without requiring a return after you provide a destruction photo of the item. This option is offered at our discretion.

Q11: What should I do if my order arrives damaged or defective?

A: Please contact us within 7 days of delivery at support@z-axiswear.com with:

• Your order number
• Clear photos showing the issue

We will offer a free replacement or full refund including shipping at no cost to you. We never ask you to ship defective items back to China.

Q12: Can I cancel my order?

A: It depends on the order type:

After these windows, production may have started and cancellation is not possible. Email support@z-axiswear.com immediately to request a cancellation.

4. Payment

Q13: What payment methods do you accept?

A: We accept payments exclusively through PayPal. You can pay with:

• Your existing PayPal account
• A credit or debit card as a PayPal guest (no account required)

We do not directly collect, store, or process your credit or debit card information.

Q14: Can I use a coupon code?

A: Yes. Enter your coupon code at checkout in the "Coupon Code" field and click Apply. The order total will update automatically.

Important: Only one coupon code per order. Codes cannot be combined. Some coupons may have restrictions on custom or bulk orders.

5. Privacy & Security

Q15: Do you sell my personal information?

A: No. We do not sell your personal information to third parties. We only share your information as necessary to process your order (e.g., with PayPal for payment, with shipping carriers for delivery).

For more details, please review our Privacy Policy.

Q16: Is my credit card information secure?

A: Yes. We do not store your credit card information. All payments are processed through PayPal, which uses advanced encryption and fraud protection technologies. Your full financial information is handled by PayPal and is never shared with us.

6. General

Q17: How do I contact customer support?

A: You can reach us at:

Website: Z-Axis Wear
Email: support@z-axiswear.com
Phone: +86 15198283657
Company: Shangrao Wuyang E-Commerce Co., Ltd.
Business License: 91361124MACE40B626
Business Address:
Industrial Park
Yanshan County, Shangrao City
Jiangxi Province, 334500
China
Business Hours:Monday – Friday, 9:00 AM – 6:00 PM (Pacific Time / GMT-08:00)

We aim to respond to all inquiries within one business day.

Q18: Do you ship outside the United States?

A: All items are printed and shipped from our facility in Shangrao, China. We ship to all US states and territories. Delivery time is 8-17 business days total (3-7 days for production + 5-10 days for shipping). Customs duties: You will not pay any extra fees.

Q19: What if I entered the wrong shipping address?

A: Please contact us immediately at support@z-axiswear.com. If your order has not yet been shipped, we can update the address for you. Once the order has been shipped, we cannot change the delivery address.

Q20: Do you offer bulk or wholesale discounts?

A: Yes. For bulk custom orders (10+ items) or wholesale inquiries, please contact us at support@z-axiswear.com with "Bulk Order" in the subject line. Lead time for bulk orders is typically 15–25 business days.

— The Z-Axis Wear Team