FREQUENTLY ASKED QUESTIONS
I want to inquire about an order, but I'm not ready to place an order yet. What do I do?
All order inquires can be submitted through the Get Started tab in our menu. You can tell us a little bit about your business, organization, team or event and let us know the primary details - quantity, design idea, event date, etc. Whether you're shopping around or ready to go, that's the easiest way to start. A member of our team will reach out within 24 hours.
If you want to start with just a question, please email us anytime at firstname.lastname@example.org. We can't wait to work with you.
What brands do you offer?
We partner with top wholesalers nationwide to bring you the most current, trending products. Customer favorites include Bella + Canvas, Comfort Colors, The North Face, Nike, Carhartt and more. Our digital shelves are stocked with everything imaginable, so let us know what you like - we can probably get it.
Can I order a brand or style if I don't see it on your website?
Of course! We feature current styles, customer favorites and staff picks on our site's apparel page, but there's a whole wide world of products out there, and we're here to source them for you.
What do you do that a print shop at the mall doesn't do?
We specialize in bulk orders, which allow us to offer pieces at a much lower price point. We also have an in-house design team that provides free art services when you place an order. Our services include online store hosting, kitting, bag and tag, order fulfillment, warehousing, drop shipping and more. Plus, you get your own in-house point person to guide you from start to finish, making the process extra seamless.
Is there a minimum quantity?
Our minimum quantity on apparel orders is 24 pieces. Minimum quantity may vary based on product type and design, and there are occasionally exceptions, so please don't hesitate to inquire!
What sort of decoration methods do you offer?
Screen printing and embroidery are our most commonly requested decoration methods. We also offer sublimation, customization, tackle twill, heat press, foil, DTG and more. If you're curious about these processes, let us know!
Can you do custom names and numbers?
Yes, we can! We create apparel for teams and any client seeking a little personalization.
Do you offer samples?
Yes, we do offer samples upon request. Please contact your College Hill account manager for more information.
I'm interested in being a campus rep. What are the requirements?
We're always on the lookout for current, full-time college students that are student leaders or active members in campus organizations. No prior experience is required. Reps make their own schedules and earn commission on every qualifying order they bring in from their organizations and campuses.
If you sit on the executive board of a chapter, you can still be a rep! However, in order to adhere to regulations, any commission earned by an executive chair can be donated to their chapter's philanthropic cause. All other reps are eligible for commission, so it's a great part-time, remote gig that doubles as an opportunity to learn sales, networking and time management skills!
I'm seeking a donation or sponsorship for a charitable event. Do you sponsor events or offer donations?
Yes! In order to request a donation or sponsorship, please fill out the form here. All requests are reviewed on a rolling basis. Due to the high volume of sponsorship and donation requests we receive, we cannot accommodate all requests.
If you're interested in placing an order of custom merchandise that supports a philanthropic event or mission, we donate 10% back to the cause. Let us know when submitting your order inquiry.
What's the difference between a bulk order and an online store?
With a bulk order, an order coordinator selects the product(s) to offer, gathers sizing (where applicable) and submits payment on an invoice on behalf of the organization or business. All items ship to the order coordinator for distribution.
An online store is a short-term pop-up shop that goes live on a custom webpage, built specifically for a client’s project or event. Online stores typically remain live anywhere from 2 days to 2 weeks, depending on your timeline and goals. An online store provides an online shopping experience for your group. The order coordinator chooses the product(s) to offer, then each individual can select their own sizing and can pay for their own order. All orders can be shipped to the order coordinator for distribution, or can be individually drop shipped.
How do I decide if a bulk order or an online store is the best fit for my project?
Bulk ordering is the fastest way to get your custom merchandise if you have everyone's sizes and one contact is submitting payment for the entire order. Online store ordering is the most seamless way to go if you don't have everyone's sizes, individuals need to pay for their own items and/or orders need to be drop shipped to each individual.
An order does not need to meet all of the above criteria for an online store. Your College Hill account manager can guide you to the best fit for your project!
We want to order shirts, but our event is in a week. Can we still place an order?
Our general production timeline is 7-10 business days for non-specialty orders, but due to ongoing supply chain issues and worker shortages, we are currently operating on a 14 business day production timeline. We can sometimes swing a rush order, so please don't hesitate to reach out.
How do we pay for our order?
If you’re placing a bulk order, we’ll send you an invoice that can be paid with either a credit card or check. All credit card payments are secured through PayPal. You do not need a PayPal account to check out - you can check out as a guest.
If we’re hosting an online store, each person will pay for their individual order while checking out. Those payments must be paid by card, as with any online shopping, and are also secured.
How do I get my order that I placed in an online store?
If the store link says that your order coordinator will be distributing your purchases, that’s the case! If it says that items will be individually shipping after the link closes, your items will be shipped directly to the shipping address provided at checkout.
I accidentally ordered the wrong size in an online store. What now?
This is a quick fix! Just let us know before your online store link closes and heads to production. Contact your College Hill account manager or email us at email@example.com.
I missed the cut-off time on my group's online store. Can I squeeze in an order?
Moments after an online store link closes, the order heads into production. Once an order is in production, it usually isn’t possible to add on an item. However, there are always exceptions. If you reach us quickly, we will try our best to process an add-on order for you!
I placed an order in an online store, but received an email letting me know my order was refunded. Why was my order cancelled?
When we launch an online store, we let the order coordinator know how many items need to be purchased in order to head into production. If we sell too few, we can’t move forward. In that case, we’ll reach out to everyone to let them know. Refunds are processed weekly and should hit your account within 3-5 business days.
Can I get a refund?
If you received the incorrect item, or an item with a flaw in the print, design or garment itself, we will absolutely provide you with a refund (or, whenever possible, a replacement). We may ask to see a photo of the damaged item. We do ask that you contact us about any issues within 48 hours of receiving your package(s) in order to accommodate a refund or replacement. We want to make sure you’re thrilled with your order and will work to make it right.
If you ordered an item from an online store and then changed your mind - and the order is not yet in production - let us know. We may be able to refund you before it heads to print! We cannot offer refunds on online store purchases after the link closes and the order is in production.
Can I only choose from the designs I see on the website?
You can always request an original design (our specialty)! The designs in our gallery are just examples of work we like, or designs that tend to be popular with our clients.
Can you modify a design in your gallery to fit my group?
Absolutely! Most of our designs can be modified to fit any organization, group or event. If you see something that you like in our gallery, just reference it in your order inquiry. Each design has a reference number.
You can also reference designs you like when requesting an original design!
I already have a design I'd like to use. Does that work?
If you already have your own logo or design, send it our way! Just let us know if you want any modifications, and confirm that your organization or business has the rights to utilize any artwork provided.
How long does it take to get my design?
We aim to get all original designs, first-time designs and design edits back to our clients within 48 hours on business days.
Is College Hill able to print my Greek chapter or university’s name/logo?
Yes, we have licensing affiliations with Affinity and CLC, which allow us to decorate our merchandise with Greek and collegiate branding following their respective design approval processes. We hold licenses for most Panhellenic and IFC organizations, and can obtain licenses for other Greek organizations upon request. We also hold licenses for a slew of colleges and universities through CLC, and can obtain additional licenses by request.
Are there any limitations on licensed designs?
Each licensed school and organization has its own branding standards, so while we can get creative, there may be some limitations. Should your vision not fit within licensing standards, our design team can create some fun alternative options for you to consider.
SHIPPING AND DELIVERY
I need to change my shipping address. Can I still do that?
If you placed a bulk order and you need to update your shipping address prior to the ship date, just reach out to us! We’ll get your shipping address updated right away.
If you placed an order on an online store that offered individual shipping, please contact us as soon as possible. As long as you let us know by the date the link closes, we can get your address adjusted!
I just received a shipping confirmation email with a tracking number, but I need to change the shipping address. Is it too late?
Unfortunately, it may be too late to change the shipping address, but the earlier you let us know, the more options we have. If only the numerical portion or the street name is incorrect and the order is not yet out for delivery, we can update your address. If the entire address is incorrect, we often cannot. In that instance, we can arrange for you to pick up your item at a UPS hub (we usually ship UPS). If your order is already out for delivery, options are limited, but we'll do our best to reroute the package. Please note that rerouting or address change requests may result in delivery delays.
I received more items than I ordered! Why is that?
On larger orders, we tend to order extra items just in case of any printing errors - kind of like printing insurance, with the cost on us! When working with ink and threads, these things happen, though rarely. Ordering extra items helps us make sure that you get all of the items you ordered in tip-top condition. When those extra pieces turn out well, we include them in your package! Share them with anyone that didn’t get a chance to place an order.
I received a partial order, or seem to be missing items from my order. Why might that be?
With larger orders, merchandise will typically ship in several boxes. If there are multiple tracking numbers for your order, you, as the order coordinator, will receive these in your shipping confirmation email.
It's possible that one or more boxes in your order are still on the way or out for delivery. If tracking indicates that all boxes were delivered, check outside and around your delivery location to confirm everything was received. If you are still unable to locate one or more boxes, please contact us as soon as possible.
If you received all packages, but are unable to locate one or more items, please double-check order confirmations and packing lists, where applicable. If you can confirm one or more items were ordered, but were not included in your shipment, please contact us right away.
Should you encounter any issues with your completed order, please email your College Hill account manager or firstname.lastname@example.org within 48 hours of delivery. Beyond that window, College Hill cannot be responsible for replacements or refunds. Due to this, we highly encourage order coordinators to open, count in and check all merchandise as soon as possible upon receipt of the packages.
How long will it take to receive my order after it ships?
Shipping timelines vary depending on origin point and destination, but most orders arrive within 1-5 business days (on or prior to the requested in-hands date). If orders are being individually shipped, please allow an additional 1-2 days for shipping and handling.
How much is shipping?
We offer free domestic shipping on all bulk apparel orders placed within the U.S. If you’re ordering from one of our online stores that is set up for individual shipping rather than pick-up, you’ll be charged a small shipping and handling fee at checkout.
Don't see the Q & A you're seeking? Email us at email@example.com and a member of our team will get back to you shortly!