FAQs
Why does my shirt have a vinegar smell/marks/stains?
When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white or slightly brown residue. Don't worry, that's not unusual - it's from a fixation agent, which supports the chemistry of the ink to form strong bonds with the fabric, applied during the printing process and it's not permanent.
A 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. It is recommended to wash DTG printed garments inside out at 30ºC or cooler.
How can I best care for my printed garment?
Printed apparel can be machine-washed cold, 30ºC or cooler, inside-out on a gentle cycle using your washer’s recommended amount of detergent. You shouldn’t use any fabric softeners.
It can be tumble-dried on a low cycle, however air drying is preferred for the print to last longer. When it comes to ironing, use a cool iron inside-out. Don’t iron the print.
Follow these instructions carefully to avoid fading and cracking of the print, and shrinking the garment that can occur if you wash or dry it on a high setting.
Why did my shirts come in different colours?
Colour disparities can arise. As a result, the final appearance of your prints may be influenced by a multitude of distinct factors such as different printers, colour profiles, settings, and processes. We want to be transparent and ensure your satisfaction, which is why we cannot promise absolute colour precision of 100%.
How are your products made?
We work with a print-on-demand production partner. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! With production locations worldwide, you benefit from reduced shipping distances and lower emissions.
How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at hailup@throughcountlesshours.com.
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email hailup@throughcountlesshours.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
Late or Missing Refunds
If you haven't received your refund yet, first check your bank account again, then contact your credit card company or payment provider. It may take some time before your refund is officially posted. If you've done all of this and you still have not received your refund, please contact hailup@throughcountlesshours.com
Are your products ethically made?
We source all our products and fabrics from ethical brands and suppliers that comply to strict labor, environmental, and safety standards. To learn more about the brands we work with, click their names here: Bella+Canvas | Gildan.
What type of printing process is used on your items?
We use water based and eco-friendly inks in a process called DTG, or direct-to-garment. This makes the feel much softer than traditional screen printed shirts, but just as durable. We're using CPSIA (Consumer Product Safety Improvement Act) compliant inks, which are required when printing on children's wear 12 and below.