Frequently Asked Questions (FAQ)

Welcome to the Her Urban Collective FAQ page! Here you’ll find answers to common questions about custom orders, shipping, processing times, and more. If you still need help, feel free to email me at hello@herurbancollective.com.

Do you take custom orders?

Yes! I create custom apparel, drinkware, DTF transfers, UV DTF decals, sublimation designs, digital downloads, and more.
Send your ideas through the Contact Us page or email me at hello@herurbancollective.com.

What are your processing times?

Processing time depends on the type of product:

  • Apparel: 3–7 business days

  • Drinkware: 3–7 business days

  • Holiday items: 5–10 business days

  • DTF/UV DTF transfers: 1–3 business days

  • Digital downloads: instant delivery

Busy seasons (graduation, holidays) may require additional time.

How long does shipping take?

Most orders arrive within 3–5 business days after they are shipped.
You will receive a tracking number as soon as your package is on the way.

Do you offer rush orders?

Yes — depending on my current workload.
Rush fees may apply. Get in touch before placing your order if you’re on a tight deadline.

Do you accept returns or exchanges?

Because my items are handmade, custom, or made-to-order, returns and exchanges are not accepted.

However, if your order arrives damaged, incorrect, or defective, please email me within 48 hours so I can make it right.

What if my order arrives damaged?

Please contact me within 48 hours of delivery with:

  • Your order number

  • Photos of the damaged item

  • Photos of the packaging

Send all information to hello@herurbancollective.com and I’ll take care of you.

Do you offer local pickup?

Local pickup may be available depending on the item. If offered, it will appear as an option at checkout.

What type of shirts do you print on?

I use high-quality cotton, polyester, and blended garments. The printing method depends on the shirt style:

  • DTF: cotton, blends, dark colors, light colors

  • Sublimation: white/light-colored polyester

  • UV DTF: cups, tumblers, jars, glassware (not for shirts)

Message me if you need help choosing the right option.

Can I send my own design?

Yes! You can submit your own artwork for shirts, transfers, and decals.

If your file is print-ready (PNG, transparent background, 300 DPI), there is no extra fee.

If your file needs to be:

  • edited

  • cleaned up

  • resized

  • recreated

  • turned into a print-ready PNG

  • or designed from scratch

there is a design/setup fee.
This covers the time needed to prepare your artwork so it prints clean and professionally.

You can upload your file during checkout or email it to hello@herurbancollective.com after ordering.

Do you make designs for businesses or teams?

Yes! I offer:

  • team shirts

  • fan gear

  • business merchandise

  • custom branding apparel

  • bulk DTF transfers

Email me for quotes or special pricing.

What if my tracking shows 'Delivered' but I didn’t receive it?

Once a package is marked “Delivered,” I cannot refund or replace the order.
Please check with your neighbors or contact the carrier directly to file a claim.

Need More Help?

Email me anytime at hello@herurbancollective.com or use the Contact Us page.