Frequently Asked Questions

Return Policy

We want our customers to feel happy and satisfied, that’s why we offer a 30-day return policy. If you’re not satisfied with the purchase, we’ll look into it and help resolve any issues that may have occurred.

Refunds

Refunds are only offered for misprinted, damaged, and defective items. Any claims for misprinted/damaged/defective items must be submitted within 1 week after the product has been received. To help us resolve this for you quickly, please email us at support@oceanfactor.com within one week from the time that you received your order. In your email, please include 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!

Can I exchange an item for a different size/color?

At this time, we don’t offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every applicable item listed on our store, in the product description section. Though rare, it’s possible that an item you ordered was mislabelled. If that’s the case, please let us know at support@oceanfactor.com within a week after receiving your order. Include your order number and photos of mislabeled item, and we’ll send you a new one, or issue a refund!

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 us at support@oceanfactor.com within one week from the time that you received your order. In your email, please include 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!

When willI get my order?

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. Please understand that there are some circumstances that are out of our control. For example, if the world goes “pear-shaped” due to a pandemic, and this causes shipping delays, it may take longer for you to receive your order. We will do our best to keep you notified of delays.

The shipping time depends on your location, but can be estimated as follows:

• USA: 3 – 7 business days

• Europe: 6 – 8 business days

• Australia: 2 – 14 business days

• Japan: 4 – 8 business days

• International: 10 – 20 business days

Please note: 

• Fulfillment time doesn’t include shipping.

• Fulfillment for large orders may take longer than the 3-7 day average but will still be fulfilled within 7 days. 

Where will my order ship from?

We work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don’t have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

• Check your shipping confirmation email for any mistakes in the delivery address.

• Ask your local post office if they have your package.

• Stop by your neighbors in case the courier left the package with them

Pro tip: Package theft is on the rise — If you’re expecting a home delivery and you know you won’t  be home to accept it, use an address where you know you’ll be! If the shipping address was correct, and the package wasn’t left at the post office or at your neighbor’s, get in touch with us at support@oceanfactor.com with your order number.

If you did find a mistake in your delivery address, we can send you are placement order, but  the new order would be at your expense.

How are your products made?

We work with a print-on-demand drop shipper. 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!

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, please email us at orders@oceanfactor.com.

Why is the color slightly different than what I saw on the site?

Not all computer monitors are calibrated the same. Colors may display differently on your monitor than what is printed. We do our best to make sure the image on the product listing is identical to the image you order, however small variations in color can and will occur. The images on our website are as accurate as possible. However, different monitors may cause colors to vary slightly.

Why does my shirt have a vinegar smell?

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 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.

Care Instructions

Printed apparel can be machine-washed cold, inside-out on a gentle cycle with a mild detergent and like colors. Use non-chlorine bleach only when necessary. You shouldn't use any fabric softeners or dry-clean the items.

DTG-printed apparel can be tumble-dried on a low cycle, but hang-dry works best. When it comes to ironing, use 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.