Shipping & Production Policy

1. Production times

Production time is the time between the moment your order is paid and the moment it leaves our floor. It is counted in business days — Monday to Friday, excluding US federal holidays — and it is an estimate, not a guarantee.

• Cut-off. Orders paid by 12:00 pm Eastern on a business day enter production the same day. Orders after the cut-off, on weekends or on holidays enter production the next business day.
• Direct-to-garment prints (the 24 × 24″ front, back and sleeve prints): normally 2–3 business days.
• Embroidery, puff, screen print and private-label packaging: normally 3–7 business days; the first order with new packaging artwork needs a proof approval first.
• Samples follow the same times as any order.
• Larger quantities, multi-zone garments (shorts, pants) and peak seasons (mid-November to late December, and the weeks around major drops) take longer. The expected ship date on the order page is the one that counts, and it is updated if it changes.

Orders are held — and the clock stops — while a file is missing or unusable, an address is incomplete, a payment has failed or a design is under review. We tell you on the order page and by email, and production resumes as soon as the issue is fixed.

If we run late. Every order shows the day we expect to ship it. If we are going to miss that day we tell you first, before your customer notices, and give you a new date. If we miss the new date too, standard shipping on that order is on us.

2. Blind shipping

Every order ships blind. The packing slip carries your brand name, your logo if you set one, and the message you chose in Branding; the shipping label shows your brand name as the sender with our North Bergen facility as the return address; no NYC Factory branding, invoice or marketing goes into the package. Neck labels, hang tags, inserts and stickers are added according to the branding and add-ons on your account.

3. Carriers, methods and costs

We ship with USPS and UPS at the carrier's real rate — there is no markup on shipping. On a manual order you see the live options for the address (USPS Ground Advantage, USPS Priority Mail, UPS Ground, UPS 2nd Day Air, UPS Next Day Air) and pick one before you pay; for orders from a connected store we use the default service you set for that store, or a faster service when your customer chose an express option at your checkout. The shipping cost is a separate line on every order and is charged with the production cost.

• United States only, for now. Ground services usually deliver in 2–5 business days after shipping; USPS Ground Advantage starts at $6.93 per order. Alaska, Hawaii, Puerto Rico and US territories take longer and cost more.
• International: not available yet. Orders to addresses outside the United States are held and we contact you.
• PO boxes and APO/FPO ship with USPS only.

Transit times are the carriers' estimates and are outside our control; weather and carrier delays do not entitle you to a refund of the production cost, but we help you trace every package.

4. Tracking

When an order ships, the tracking number appears on the order page, is emailed to you, and — for orders from a connected store — is pushed to the store as a fulfillment so your customer receives your store's own shipping notification. Tracking events can take up to 24 hours to appear after the carrier scans the package.

5. Addresses, undeliverable and returned packages

You are responsible for the accuracy of the shipping address, whether you typed it or it came from your store. We ship to the address on the order exactly as given, after basic formatting checks. If we notice an address that cannot be delivered we hold the order and ask you.

If a package is returned to us as undeliverable, refused or unclaimed, we tell you and hold it for 30 days. You can have it reshipped to a corrected address for the cost of new shipping, or ask us to dispose of it. Packages not claimed within 30 days are recycled. Production costs are not refunded for packages that could not be delivered because of a wrong or incomplete address.

Once a package has shipped we cannot redirect it. Carriers may offer package intercept for a fee; contact us and we will try.

6. Lost or damaged in transit

A package with no tracking movement for 7 business days after the expected delivery date is treated as lost. Tell us from the order page and we reprint and reship it at no charge, or refund it, under the Reprint & Refund Policy. Packages marked delivered by the carrier but not received should first be checked with the carrier and neighbors; we will help open a carrier claim.

If a package arrives damaged, report it within 30 days of delivery with photos of the item and the packaging, and we make it right under the same policy.

7. Changing or cancelling an order

You can cancel or change an order — sizes, colors, address, design — only while it is in the "received" state, before production starts, from the order page or by emailing sales@nycfactoryinc.com with the order number. Once a piece has been printed, embroidered or cut for you, the order can no longer be cancelled or changed. Shipping upgrades can be requested until the moment the order is packed.

8. Factory pickup and visits

Local merchants can pick up orders at the factory by appointment, and anyone is welcome to visit the floor and see how their orders are made. Book a visit at Contact & visit. NYC Factory Inc., 1109 Grand Ave, Unit #3, North Bergen, NJ 07047.