FAQ

Frequently Asked Questions

What if my order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date

We may ask for your help before doing that, like confirming with you that the shipping address was correct. It would also be good to double check with the local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you believe that you haven't received it, we won't take responsibility to reship that order. In that case, any replacements would have to be at your expense.

You can check out our return policy for up-to-date details about reshipment's.

 What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to support@axelgraysonclothing.com with your order number and full name in the subject line so we can locate the correct order, this will allow us to begin the replacement process. Once we are able to confirm the damaged product, then we'll gladly send a replacement at no cost to you.

 What happens if my package isn't delivered, but the tracking states that it did?

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, we do not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address. 

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

Do all items in orders always ship together?

Each item we ship may have different delivery times. This is because some products are packaged and shipped separately. Keep in mind that we also have to make each item you order, so please be patient with us.

How quickly are packages delivered?

Here are the shipping times for each shipping method we offer: 

  • Express: 1-3 business days in the US
  • Standard: 3-5 business days in the US
  • Economy: 5-8 business days in the US
  • Flat rate: 5-8 business days in the US

Do you offer shipping with tracking?

Yes, we do! Orders shipping with the express and standard methods will always have tracking available. Meanwhile, orders shipped out with the economy or flat rate method may not have tracking available.

How should I wash my garments?

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Why does my order have a vinegar smell?

When unpacking a new shirt or pair of leggings with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent, and both should go away after one wash.