FAQs


If you are in any way unsatisfied with your purchase, please contact definace at support@definace.myshopify.com

  1. DELIVERY

1.How long does it take to receive the package?

- Custom products: about 5 - 10 business days

To ensure that customers always receive the best quality possible, we need 2-4 business to print out items and it’s based on the current order volume. The domestic delivery time usually takes 5 - 10 business days.

- Embroidered products: about 7 - 14 business days

- Other products: about 15 - 20 business days

(*) Sometimes in Holidays we might need some 1-5 extra days.

  1. I would like to upgrade the shipping method, are there any extra shipping fee for this?

A: We’re so sorry, we now do not offer any express delivery service

  1. How do I do to track my order?

A: When your order is fulfilled and started shipping out, we will send you the tracking number via the email address that you used to place the order.

  1. My tracking number does not exist, what problem?

A: We have just sent your item to Post Office. Please give them a few hours to update the status of your item. If it’s not active after 24 hours please let us know, we’ll fix it.

  1. Do you ship to... And how much will it cost?

A:We ship to most countries throughout the world. The price is calculated based on your exact location and the weight of the package. The tracking, however, only follows the package within the United States. After it departs the US Processing Center it becomes the property of that country’s postal system and they may be able to help you further. Currently we ship internationally with a flat rate. We use flat rate of $4.99 - $5.99. The the item and you will be you get free shipping for any order over $70(*). Shipping times for international orders vary greatly, but we would recommend that you allow at least 2-4 weeks from the time it leaves the US for you to receive it. Many countries can be as quick as 7-10 days, although others may take as long as 6 weeks. For international deliveries as well, please note that any applicable import taxes or tariffs are the responsibility of the recipient and are not included in the original shipping cost.

  1. How do I do when I never receive my order although the tracking number showed that IT WAS DELIVERED?

First of all, please double check the shipping address that you gave us in the confirmation email we sent you. If the address was incorrect, though we'd be happy to send it back to the correct address, it will have to be at your cost.

Second, please ask your family members or your neighbors. Most of cases like this, the packages were received by our customer’s neighbors.

If it did not, please do not contact us. Please look inside of your shipping confirmation email, you will find a tracking number that you can use to track your package. You should call the delivery company directly and use the tracking number to ask them about your package. The issue then needs to be settled between yourself and the post office. We are not the shipping provider, once the order has been shipped, we do not have any control over it. The delivery company have been taking care of your package since it left out of our facilities.

  1. What should I do if my package has not any movement more than 5 business days when it's in transit?

A: If you find out that the delivery company made some mistakes with your package IN TRANSIT please let us know, we’ll fix it. In the rare event that your package is lost in transit, we will quickly send you another.

  1. Why has not my order been shipped out yet although it has been more than 5 business days since the day I placed it?

A: We apologize for the delay. Your order might failed our quality inspection and a new shirt is being printed.

  1. How long it takes for shipping?

Please refer to page Shipping Policy

  1. RETURN & EXCHANGE

definace works hard to ensure that all our products are printed to high-quality standards & shipped on time and accurately.

Customers have 30 days from the day they received their item to request a replacement or return. Shipping and handling fees are not refundable in any cases.

First of all, if you would like to refund or return for any reasons, please contact definace at support@definace.myshopify.com

  1. When can I request a replacement item?

A: Each product has to be inspected carefully before delivered. But mistakes are inevitable and to make sure that all customers are satisfied, we offer replacement items for any of the following reasons:

  • The product itself is flawed;
  • The quality of the printing is poor;
  • Final product is materially different than the design presented on our website;
  • The following information of product is not the same as the order: type, size, color, printing content.
  1. How do I return items?

A:If customer would like to return the item we only accept return of items if they meet all of following conditions:

  • Within 30 days of receipt of your shipment
  • In original condition
  • Unwashed and Unworn
  • In the original packaging

After contacting definace  at support@definace.myshopify.com and receive our response, please do exactly following instructions:

Pack all the returned items, along with a print off of your confirmation of purchase email
Go to local post office, or another courier, to ship the package to this address:

512 N Highland Ave , Pierre, South Dakota, United States

Please provide us the tracking number from post office or couriers
You will receive an email as soon as we received your items. We will also send you another email to notify you if we approve or reject to refund in your case.

  1. Can I exchange for switching size/color of the product?

A: We offer exchange 1 size smaller or bigger than the original size on the order size. In this case, shipping and handling fee is $10 for t-shirts and $15 for the others.  


We do not offer return for any product except CUSTOM PRODUCTS (CLOTHING, MUG, HAT). If you are not satisfied with your purchase, please contact definace at support@definace.myshopify.com. We'll make it right

  1. Can I Get Expedited Shipping?

At this time we don't offer an expedited service. We work as fast as we can to get all orders out as soon as possible, but can't guarantee your items will arrive by a certain day because all of our products are freshly made to order.

What Methods Of Payment Do You Accept And Is The Site Secure?
We accept all major credit cards as well as PayPal. We use Shopify as our e-commerce provider, and they are as secure as you can get.

  1. What Happens If I Typed My Address In Wrong?

If you catch the mistake before you receive the shipping notification email, send us an email and we'll do our best to get it changed for you! If you don't catch the mistake before we ship the package, there is no way for us to change it. If you are having mail forwarded to a new address, please don't send the order to the old address. The packages are not guaranteed to be forwarded.


If the package is returned to us, we can resend it to your correct address for a $5 reshipment fee.

  1. Can I Edit An Order I Just Placed?

We can usually adjust an order up to 5 hours after it has been placed. Send an email as soon as you realize a change needs to be made to support@definace.myshopify.com. Someone will get back to you within 24 - 48 hours (excluding weekends) and let you know if the change can be made. There is no guarantee that we will be able to make the change, but we can always facilitate an exchange once you get your order.

  1. Can I Cancel My Order?

Since we are a direct-to-garment printer, we custom print each shirt based on your order. Because of this, once you place an order it goes right to our production queue and our team gets started printing your items. If you email us within 5 hours of placing your order there may be a chance we can cancel it. You can always return your item once it comes with a full refund minus the shipping costs.

  1. My Shirt Didn't Fit. Can I Exchange or Return It?

Of course you can! We've got a 15 day return/exchange policy that starts counting down the day you receive the shirt in the mail (based on UPS tracking). We are happy to exchange or return shirts for any reason. The only exceptions are for custom shirts, clearance shirts and imperfection sales. For those three categories, no returns or exchanges are accepted. You can read the full exchange and return policy here.

  1. I Have Another Question.

No problem! Contact Us. We'll be happy to help you out.

definace - FAQs