Frequently Asked Questions (FAQ)
General Information
Q: What types of clothing do you offer?
A: At The Neon Odditorium we specialize in creating high-quality Ready to Ship clothing and accessories, as well as Custom Order clothing. This includes t-shirts, jackets, skirts, pants, spirit-hoods and so much more! Our Ready to Ship Items are the perfect compromise if you are looking for something with personal flair that’s turn-key, as all items are still manufactured to be as one of a kind as possible.
Sizing and Fit
Q: How do I choose the right size?
A: At the Neon Odditorium we use a plethora of methods and materials to craft our garments. Some garments are crafted completely from scratch using piles of fabric, while others are up cycled, and many are somewhere in between! Unfortunately, this can create a bit of a standard sizing guide issue. Alternatively, we provide as many item specific details and measurements on each product page as well as an APPROXIAMATE general size to help guide you. If you’re still unsure, feel free to reach out to us for guidance, and we’ll be happy to help you select the best fit.
Q: What if my custom clothing doesn’t fit?
A: When placing custom orders please triple check your measurements before submitting them, to ensure the best fit in your custom garment. Make sure to reference a reliable visual guide on measuring yourself; to ensure the tape measure is laying where it should, and you aren’t getting inaccurate measurements that will cause the product to be ill-fit. Since all our custom items are made-to-order, we cannot accept returns or exchanges for size issues. However, if there’s a defect or mistake on our part, we’ll gladly work with you to resolve the issue.
Shipping and Delivery
Q: Do you ship internationally?
A: At this time we only ship within the continental United States. Please contact us if you have any questions.
Q: How long will it take for my order to ship?
A: For standard ready to ship Shop orders, the item will ship within 7-10 business days. Custom orders may take to 6-8 weeks, or more depending on your individual customs agreement contract. You will receive a tracking number once your order has been shipped, which you can use to track your package.
Q: Can I expedite my shipping?
A: Currently, we do not offer expedited shipping for custom orders due to the production time required. However, we do offer faster shipping options for standard orders once they are ready for dispatch.
Q: What happens if my order is lost or damaged during shipping?
A: If your package is lost or damaged during transit, please contact us immediately. We will help file a claim with the carrier, and work with you to find an agreeable resolution for both parties. However as many items are one of a kind, please note we cannot explicitly guarantee an exact replacement in the event of an item being lost in the mail.
Payment and Pricing
Q: What payment methods do you accept?
A: We accept a variety of payment methods, including credit/debit cards (Visa, Mastercard, American Express), PayPal, and other secure online payment methods.
Q: Are there any additional fees or taxes?
A: Sales tax will be applied based on your location. If and when we accept International customers, they are responsible for any customs duties, taxes, or import fees that may be imposed by their country.
Gift Cards and Discounts
Q: Do you offer gift cards?
A: At this time we do not offer gift cards, but hope to offer them as part of future Neon Odditorium shopping options!
Q: Do you offer discounts or promotions?
A: Yes, we occasionally offer sales and promotions. Be sure to subscribe to our newsletter or follow us on social media to stay updated on special deals and other offers!
Custom Orders
Q: How do I place a custom order?
A: To start the custom process we will have you fill out and submit a customs inquiry form. After we receive and review this, we will contact you with any questions, and a revised customs contract for you to sign. Once this final contract is signed, and the preliminary agreed down payment is processed, we will begin work on your custom project.
Q: Can I make changes to my custom order after I place it?
A: We begin working on your order after the final customs agreement contract is signed, and the down payment received. However, we do allow minor changes (such as design adjustments or text corrections) within 24 hours of placing the order. After that, changes may not be possible; but please contact us immediately, and we’ll do our best to accommodate your request. Note that any changes most likely WILL affect final turn around time.
Q: Are there any limitations on the designs I can create?
A: We can accommodate most design requests, but please keep in mind that we cannot print copyrighted or trademarked logos, offensive material, or anything that violates our design policy. We have a large archive of resources and stock of supplies to pull from, so if you’re unsure or have any questions regarding shape, material, or any other details; feel free to send us your design for review.
Q: Can I provide my own artwork for custom orders?
A: If you have specific artwork or a logo you’d like to use, please attach a photo of it during the checkout process. We accept file formats like PNG, JPEG, or PDF. If you don’t have any artwork, you can describe your idea, and our design team will help create it for you! Please note that any attempt to replicate logos or specific works of art will most likely be done using a free-motioned appliqué technique, and thus we cannot guarantee an absolute replica of your design and slight variations may occur.
Q: How long will it take to receive my custom order?
A: Custom orders typically take 6-8 weeks to process and ship, depending on the complexity of the design, and volume of current custom orders in-progress. Any changes to the order may affect this timeline. Please consult your individual customs contract for specific details. Once your order has been shipped, you’ll receive a tracking number, and delivery times will depend on your location.
Q: Why does it take longer for custom orders to ship?
A: Custom orders require time for special designs, production techniques, and quality control. Each item is carefully made-to-order, and The Neon Odditorium wants to ensure your custom meets our highest standards of production before it’s shipped to you.
Q: Can I request a specific design that isn’t available on your site?
A: Yes! If you have a unique design or idea in mind, please get in touch with us through the customs inquiry page to discuss your vision. To jumpstart this process, we encourage you to attach a sketch or simple graphic visual to help us get the custom creation process started. We love to encourage people to think outside the box, and the Neon Odditorium is absolutely elated to work with you to create something special and one of a kind. Our custom pieces are made to order, so you can personalize design, color, size, and print to suit your style!
Returns and Exchanges
Q: Do you accept returns or exchanges?
A: Because our clothing is OOAK or custom-made to order, we do not accept returns or exchanges unless there’s an issue with the quality, or an error on our part. Please carefully review your order before submitting to avoid any mistakes.
Q: What if my custom order is defective or incorrect?
A: If there’s an issue with your order (e.g., incorrect design, sizing errors, or defects), please contact us within 7 days of receiving your item. We will work with you to resolve the issue to your satisfaction.
Q: Can I cancel my custom order?
A: Custom orders can be canceled at any time. However please note custom orders may only be canceled within 24 hours of purchase without forfeiting the agree upon deposit amount stated in the individual’s customs agreement contract. After this time, we begin production, and refunds are no longer possible. Please contact us right away if you need to cancel your order.