FAQs

GETTING STARTED

Is it free to set up an account with Scalable Press?

Yes! To get started, visit our Registration page and provide us with an email address, a password, and a little bit of information about your company, and we’ll create an account you can access immediately. It’s fast, simple, and easy!

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, PayPal, and ACH payments.

How do I add a payment method to my account?

Visit the Billing section of your account to add or update your payment method. We currently accept Visa, Mastercard, American Express, Discover, PayPal, and ACH payments.

Can I add multiple users to my account?

Yes! Our My Team feature enables you to add users to your account so you can collaborate on quotes, orders, administrative tasks and more. To add users, all you need is their name and email address.

Can I use Scalable Press if I’m located outside of the U.S.?

Of course! Please note that since we’re located in the U.S., delivery to international customers can take several business days and cost more than domestic shipping.

ORDERS

How do I place an order?

After you’ve signed up for a free account, you can start shopping our catalog and placing orders. If you’d like more information, our handy video tutorials are a great way to learn how to place an order for each of our 5 customization types:

  • DTG
  • Screen printing
  • Embroidery
  • Sublimation
  • Poster printing

Is there a minimum quantity required to order with Scalable Press?

There’s not! We print everything on demand, so you can order as little or as much as you want. However, when it comes to screen printing, it’s definitely more cost-effective to order at least 12 items per design due to the setup costs. For orders of less than 12 items, we recommend using Direct-to-Garment (DTG) printing, which will produce a high quality, yet more cost-effective result.

Can I make changes to an order after it’s been placed?

Only to the shipping method and shipping address if the order hasn’t been fulfilled. If you need to make changes to an order prior to the fulfillment stage, you will need to cancel that order and place a new order that reflects those changes. Please note that sublimation orders are handled very quickly and it may be difficult to cancel a sublimation order once it’s been placed.

Can I save quotes and come back to my order later?

Sure! Our Save a Quote feature lets you price out a project and save it for 24 hours, so you can share it with your customer, get their approval, and come back to place your order.

Why is my order on hold?

We’ll place an order on hold if there is an issue with the print file, shipping address, payment, etc. When a hold is placed, you’ll receive an email with a request to contact Customer Service so we can resolve the issue and lift the hold.

FULFILLMENT/SHIPPING/TRACKING

Do you offer expedited and rush turnaround?

Yes! Screen print, DTG and sublimation orders can be expedited to 5 business days or rushed to 3 business days for nominal fee per unit. A $20 minimum charge applies for expedited and rush services.

What can delay the start of turnaround time?

Production will not start on your order until you’ve approved your design. Shortly after your order has been placed, we’ll send you an email requesting that you approve your design. Only after we’ve received your approval will we begin production on your order. 

 

 

What is your standard turnaround time?

 

Our standard turnaround time is 7 business days, guaranteed. Screenprint, DTG, and sublimation orders of $20 or more can be expedited  to 5 business days, or rushed to 3 business days, for a nominal fee per unit. Note that turnaround time for your print job begins once your order has been placed and your print-ready files have been uploaded and approved.

Is turnaround time the same as shipping time?

Turnaround time refers to our production turnaround time, which does not include shipping time. In addition, turnaround time begins calculating once your order has been placed and your print-ready file has been uploaded and approved. 

Do you offer folding and polybagging services?

Yes! We offer folding and polybagging for 25 cents a unit. To get it for your order, just select the fold and polybag option at checkout and leave the finishing touches to us! 

Do you support third party shipping?

Yes. We support custom shipping through USPS (Stamps.com), UPS, FedEx, and DHL Global Mail third party billing accounts. Using a third-party billing account also enables selection of exact shipping service used for mailing.

For high-volume customers with specialized fulfillment needs, we may be able to implement your shipping preferences and accounts. For more information, please contact us.

Do you offer split shipping for bulk orders?

We do. When possible, we’ll combine bulk orders shipping to the same address in one package. For bulk orders shipping to multiple addresses, we’ll combine printing so volume discounts still apply.

Do you offer white label fulfillment?

Yes, we can customize shipping labels with your company information, so packages arrive as if you sent them directly to your customers.

Can I ship orders internationally?

Yes. Orders can be shipped to most countries internationally. Shipping costs are calculated at quote time.  Keep in mind transit times are generally longer than domestic shipments by 5 business days, but occasionally take more than 15 business days.

If you’re shipping more than 100 international shipments per day, we recommend setting up third party pickup with a DHL account. Please contact us for details.

Can I ship to multiple addresses?

Yes! You can have orders shipped to as many as 20 addresses.

Can I change my shipping preferences after I’ve placed an order?

Yes, if the order hasn’t been fulfilled. To change shipping preferences, visit the Orders section of your account dashboard and click on the order number. To change the shipping method, click on the Edit Shipping button on the top of the order page. To change the shipping address, go to the right side of the page.

Where can I find the tracking information for my orders?

Tracking numbers are included in the shipping notification emails we send, as well as in the Orders section of your account dashboard. Tracking numbers are generated when a shipping label is printed at our facility.

Keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed. If it’s been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us.

ARTWORK/PRINTING

What are the artwork requirements to print with Scalable Press?

The file requirements for each of our five customization types are as follows:

  • For DTG, sublimation, and poster orders, we prefer .png files of at least 150 dpi
  • For screenprint orders, we accept vector graphics (.eps, .ai, .pdf)
  • For embroidery orders, we accept .dst files

For a more detailed breakdown of our artwork requirements, please see our artwork guide.

Will you save the designs I upload to my account?

Yes! The Design section of your account includes a library that will include all of the images you have uploaded and used for orders. There’s also a library for artwork that you’ve uploaded but haven’t used for orders.

What are the specifications for embroidery?

Great question! For detailed information on embroidery, including specifications, guidelines, and artwork requirements, please see our Embroidery Reference Guide.

Do you digitize embroidery files? 

 Yes! We’re currently offering this service free of charge. To make a digitization request, click on Artwork Conversions under the Designs tab in your account, then upload the file you want digitized. Once uploaded, you can choose the number of colors and thread count, and our team will have the digitized file in your Design Template Library (under the Designs tab) in a few days. We’ll also send you a notification once your file has been digitized.

Here’s a video on how to submit a digitization request, along with tips on embroidery basics.

Can I order an embroidery sample?

While we don’t offer sample kits, we do encourage you to place an embroidery order with your design to check our quality. If there’s an issue with the order, we’ll make it right, whether it’s with a credit to your account or by doing a reprint.

Here’s a video on how to place an embroidery order with us, along with some tips creating the perfect embroidery file.

What are the differences between Direct-to-Garment (DTG) and screen printing?

While both methods are popular choices and yield great results, there are a few key differences to consider when choosing the best option for your order.

DTG is a newer method of printing that uses inkjet technology to apply water-based ink directly onto fabric. It’s a cost-effective method, particularly for small batch orders with complex designs, given the color choices are unlimited and there’s no setup costs involved. Note that with the DTG method, we only print on 100% cotton (ring spun or combed), which can absorb the ink and yield the best results.

Screen printing involves pushing ink through a woven mesh stencil onto fabric. Each color requires its own stencil and only one color can be applied at a time. So, color choices are limited and there are setup costs associated with creating each screen. However, screen printing can be done on virtually any fabric and is a great option for large orders with a simple design and one or a few colors.

This blog explains the differences in more detail.

Should I choose Direct-to-Garment (DTG) or screen printing?

Great question! If you’re looking to print a small batch of items that include a colorful, detailed design or photo, DTG is the best, most cost-effective option. However, if you’re looking to print a large order with a simple design and a few solid colors, screen printing is your best choice.

What fabric do you recommend for Direct-to-Garment (DTG) printing?

To ensure the highest quality result, we will only print on 100% cotton (ring spun or combed). This is because cotton is best suited to absorb the ink used in the DTG process. Other fabrics (e.g., synthetics) are less absorbent and will even repel ink in some cases, leading to a less than favorable print outcome.

Why are some garments not available for Direct-to-Garment (DTG) printing?

The ink used for digital printers is water-based, so it’s essential the fabric absorb the ink to yield the best outcome. Certain fabrics, such as those that are synthetic, or even tri-blends or poly-blends, will repel ink and will result in a less than favorable outcome.  This is why we exclusively use 100% cotton on all DTG orders.

How many colors can I include in a screen printing order?

We allow for up to 8 colors. Colors either need to match one of our 32 base colors or a Pantone color.

PRODUCTS

How do I find pricing on your website?

To get to our pricing, you need to register for an account. Once you have an account, the best way to see our pricing is to create a mock order.

How many products do you carry?

Our catalog currently includes more than 4,000 products and counting from top brands, including The North Face, Carhartt, Ogio, and Adidas, to name a few.  New items are added all the time. Some of current offerings include:

  • T-shirts (short and long sleeve)
  • Hoodies
  • Polo shirts
  • Jackets
  • Tote bags
  • Backpacks
  • Mugs
  • Hats
  • Beanies
  • Posters
  • Mugs
  • Phone cases

Where can I find information on garment sizes?

You can find a sizing chart for all the brands we carry on the bottom of the artwork section of our Services page.

How will I know if a product is in stock in the size I need?

Great question! We’re integrated with top suppliers, including alphabroder, SanMar, and S&S Activewear, so you’ll not only have access to their styles, but you’ll know the quantity available, which is listed below each item’s size in real time.

Can I send you apparel for printing?

Currently we do not accept apparel or accessories from third parties. 

 

INTEGRATIONS

What is Scalable Press API?

The Scalable Press API is a comprehensive REST service for viewing the product catalog, making quotes, and completing orders for our printing and fulfillment services.

Requests are made using standard GET, POST, and DELETE requests. All responses are JSON.

For more information, please see our API guide.

How do I get started with the Scalable Press API?

Simply sign up for an account, and you’ll be provided with an API key and a test API key. When using the test API key, no charges will be made against your account.

For more information, please see our API guide.

Which integration platforms do you support?

Great question! We are currently integrated with Shopify.

Can I connect my Shopify store to Scalable Press?

You can! Connecting your Shopify store to Scalable Press is easy. And the best part? We’ll take care of the printing and shipping for you. Here’s more information on our app and how to get started.

How do I disconnect an e-commerce store from my Scalable Press account?

Click on Store Integrations, then Settings in your account. From there, scroll down to the e-commerce account section and select un-link account. 

CUSTOMER SERVICE

How do I contact Customer Service?

Call us at 1-877-752-9060, email us at support@scalablepress.com, or chat with us on scalablepress.com.

How do I report a problem with my order?

Either contact claims@scalablepress.com with your order number or click on Claims within the Orders section of your dashboard and type in the order number to begin filing your claim.

If your claim is regarding a printing error, please include photos of the error. In addition, if the error involves a print size or placement issue, please include a measuring tape, stick, or ruler in the photos of affected garments.  Upon verification, we will provide credits equal to amount paid for the portion of the order that was incorrectly printed.

When can I request a refund?

We offer a money-back guarantee on garments that don’t meet our quality standards. Our claims department will credit your account when any one of the following occurs:

  • Low quality print: the print washes away after a few cycles in the washing machine.
  • Printing error: the design printed is materially different from the order and artwork specifications provided to us.
  • Incorrect print specifications: the size or placement of the print is more than one inch off from the provided measurements.
  • Missing garments: one or more garments are missing from the order.

How long do I have to submit a claim?

Claims pertaining to issues with the artwork or garment must be filed no later than 14 business days from the time the order was delivered. Claims pertaining to orders lost in transit can be filed any time after the estimated delivery date. Please note that orders shipped outside of the U.S. are not considered lost in transit until three weeks past the estimated delivery date.

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