Frequently Asked Questions
Ordering
How long does an order take?
About 12 business days from when you approve the pre-production proof, for custom apparel. Promo products and other items vary — we'll give you a date in your quote. Need it faster? Ask about rush production.
Do you ship outside the US?
No, US only.
Can I order in small quantities?
Yes. We have minimum quantities on some products and decoration methods, but we'll find the best fit for your budget. Just ask.
Can I cancel my order?
Before you approve the proof, sometimes — case by case. There's a 25% cancellation fee on the order (not shipping or tax). Once you've approved the proof, no — production has started.
Art & Proofs
Do you redraw my logo if it's low-res?
Yes — and we'll tell you up front what it costs. You'll see the estimate before any work happens. If your supplied art is print-ready, there's no charge.
What happens if I don't like the proof?
Tell us. We revise. Most jobs go through 1–2 rounds of proofs before approval. Take your time — once you approve it, that's the order.
Who owns the artwork?
Until your invoice is paid in full, the artwork belongs to The Sole Provider. Once it's paid, it's all yours — and on request, we'll send you the high-resolution files so you own them outright.
If you want to use those files for a future order — with us or anywhere else — please do. Bringing your own print-ready art saves you money on every reorder, and we're happy to help you do that. We'd rather have a long relationship and lower costs for you than try to lock you in.
Quality, Defects & Returns
What if something arrives damaged or missing?
Tell us within 5 business days. We accept up to 1% of the order or 1 piece (whichever is greater) as production margin — anything past that gets replaced or refunded.
Can I return custom merch?
No. Custom work is final. If something's wrong on our end we'll fix it. If it's something on your end (sizes, mind change, etc.), we can't take it back.
What if I sent you the wrong sizes?
First — we totally understand how frustrating that is. Sizing mistakes happen, and it's stressful when an order doesn't match what your team needs. We want to help you find the best path forward, whatever that looks like.
If the mistake was on our end — wrong sizes shipped, our typo on the order, anything we got wrong relative to what you actually approved — that's on us. We'll replace, refund, reprint, whatever you need. Just tell us and we'll make it right, no stress.
If the order matched what you approved on the invoice — meaning we built exactly what was asked for, but the sizes turned out to not fit your team — we're not able to take it back or refund the original. We built what you signed off on. But we still want to help: we can quote you a fast reorder for the missing sizes, often with a courtesy discount, and we'll prioritize the production so you get them as quickly as possible.
Either way: email Sean. We'll work it out together.
Payment
What payment methods do you take?
Most of them. Card, ACH, check, Stripe, PayPal, Shop Pay — depends on the order. We'll confirm at quote time.
Do you offer Net terms?
For established clients with a good payment history, yes — Net 15 or Net 30 by request. Some institutional clients (universities, schools) qualify for Net 30 from the start when their procurement requires it. New clients are Due on Receipt or pre-pay until we have a relationship.
Do you take deposits?
On large orders or with brand-new clients, yes — 50% upfront, balance on receipt.
What happens if I pay late?
After 15 days past due, late invoices accrue 1.5% per month interest, $25 minimum. Clients who go late repeatedly are switched to pay-in-advance for future orders.
Shipping
Do you guarantee delivery dates?
We guarantee ship dates and give you our best estimate for in-hands dates. Carrier delays are out of our control — but if a delay messes up a time-sensitive event, we'll refund the shipping charge.
What if my package is lost or damaged in transit?
File a carrier claim. We'll help you track it down. The carrier handles loss and damage in transit — that's not something we're able to absorb.
Privacy
What do you do with my contact info?
We use it to send you quotes, invoices, and updates about your orders. We do not sell it. We do not spam. If you signed up for our VIP list, we'll email you occasionally about new drops and exclusive deals — and you can unsubscribe at any time.
Who else sees my data?
Carriers (UPS/FedEx/USPS/LaserShip) get your shipping address. Payment processors (Stripe/PayPal/Shop Pay) handle payment info — we don't see your card numbers. Anything visible to us is password-protected and never shared with anyone else.
Still Have Questions?
Email: solepdistributions@gmail.com Phone: (978) 844-6206