Frequently Asked Questions

A: We typically run 12-15 business days for production from the time the order is placed. We do offer rush services for an additional fee, if production space is available.

A: Our standard production timeline includes a virtual proof after order placement. We provide proof after the order is placed to ensure that we can get the product on order and keep the 12-15 business day timeline. If you’d like your artwork done prior to placing the order, we can do that with the art fee paid in full. Please note that this may increase your production timeline.

A: We just need the sizes, colors, quantities, designs, and a 50% deposit to put your order into production.

A: We accept all major credit cards, cash, checks, Google Pay, and Apple Pay. You can provide payment info via phone, email, or in person at our showroom.

A: While we don’t accept supplied garments for any printing, we can use your garments for embroidery. They must be new unwashed/unworn with tags attached.

A: We have access to a wide variety of brands and styles. Feel free to browse the online catalogs or set up an appointment to stop by the showroom to take a look at some of our options.

A: We do! All our screen printing, direct-to-film, direct-to-garment, and embroidery is done in-house. We also have access to an array of outside vendors that we partner with for your non-apparel promotional items.

A: We require vector files for print, preferably an .EPS or .AI. If you are unable to provide a vector file we are happy to set that up for an additional fee.

At Charleston Cotton Exchange, all items are made-to-order and customized specifically for each customer. Because of this, our return policy differs from standard retail purchases.

Due to the personalized nature of custom products, including screen printing, embroidery, and other decorating methods:

• All sales are final
• We do not accept returns or offer refunds on custom items
• This includes items with:
• Customer provided artwork
• Custom sizes, or garment selections
• Approved proofs

Approval Responsibility

Before production begins, customers are responsible for reviewing and approving all order details, including

• Design & artwork placement
• Spelling, grammar, and colors
• Garment style, size, and quantities

Once approval is given, the order is considered final.

Defect or Errors (We’ll Make It Right)

We stand behind our work. If there is an issue due to our error, we will fix it

Eligible Issues Include:

• Printing or embroidery defects
• Incorrect item, size or design produced
• Damage upon arrival

What to do:

• Contact us within 72 hours of receiving your order
• Provide photos and order details

Resolutions Options

• Replacement of affected items
• Store credit (if replacement is not feasible)

What is Not Considered a Defect:

The following are not eligible for refunds or replacements:

• Slight color variations (screen vs. print differences)
• Minor placement variations (within industry standards)
• Customer errors in approved artwork
• Normal wear and tear
• Shrinkage or garment manufacturer inconsistencies

Order Issues/Shipping

We are not responsible for delays caused by shipping carriers

Lost or damaged shipments must be reported so we can assist with claims

Contact us:

If you have any concerns with your order, please contact us at: