​

1. Order Processing

• Orders are processed Monday through Friday during normal business hours.

• Standard processing for non-custom items is 4-5 business days.

• Custom decorated apparel (screen printing, embroidery, heat press, DTF/DTG, or specialty finishing) requires additional production time, generally 5–12 business days.

• Rush orders may be accepted depending on workload and inventory availability and may include additional fees.

2. Inventory & Garment Availability

• Apparel stock may fluctuate due to industry-wide shortages.

• If a garment is unavailable:

  • We will notify the customer within 1 business day,

  • Provide suitable alternative options,

  • Or issue a refund for the unavailable items.

• Substitutions will never be made without customer approval.

3. Fulfillment & Shipping

• Once decorated, orders are packed and shipped via the carrier chosen at checkout.

• Customers will receive a shipping confirmation email with tracking.

• Shipping timelines depend on the carrier and are not guaranteed.

• We are not responsible for delays caused by carriers, weather, peak seasons, or shipping errors outside our control.

4. Local Pickup

• Local pickup is available for customers who prefer to receive their orders in person.

• Customers will be notified when their order is ready for pickup.

• Orders not picked up within 30 days may be returned to stock or donated unless otherwise arranged.

5. Address Accuracy

• Customers must provide accurate shipping information at checkout.

• Orders shipped to an incorrect address due to customer error are not eligible for replacement unless the product is returned to us.

• Additional shipping charges may apply for reshipments.

6. Delivery Issues

• If a package is marked delivered but has not been received, customers should first check with the carrier and local post office.

• We will assist when possible but cannot issue refunds or replacements for carrier-confirmed deliveries.

• Lost packages will be replaced or refunded once the carrier's investigation is complete.

7. Fulfillment Errors

If we make a mistake (wrong garment, wrong size, missing item, incorrect decoration):

• Customers must notify us within 7 days of delivery or pickup,

• Provide photos when applicable,

• And we will correct the issue at no cost.

8. Damaged Items

• If items arrive damaged (in transit or during production), customers must notify us within 7 days with photos of the product and packaging.

• We will replace the item or issue a refund depending on the situation.

9. Customer Support

For questions about production timelines, fulfillment, or shipping:
Email: info@flatlandthreads.com
Phone: 620-757-8397
Business Hours: Monday - Friday 8:30 am to 4:30 pm (Closed Saturday and Sunday)