Online Order FAQs / Returns & Exchanges

How long will my order take?

Most items on our website are produced on-demand. Once an order is placed, we will usually complete the product in 4-8 business days. In certain cases, we will have a high volume of orders, or a special-order garment, and will need more time. If your order is part of a pre-order, it will be produced usually 7-10 days after the store closes, and distributed soon after.

How will I know when my order is ready?

For every order, we will send two e-mails. One e-mail will show the order details and confirm that the order was placed, and the second e-mail will tell you when your order is being shipped or ready for pickup.

Can I have a refund or exchange my product?

We will issue refunds for orders that are defective, e.g. misprints, receiving the wrong color or size, or holes in the garment. If a return or exchange is requested, we will review the request and determine if a refund or exchange will be given. Refund/exchange requests must be made within 20 days of the purchase.

No refunds will be given for mistakes made outside of our control. This includes you ordering a wrong size, style, or color. We print the exact number of garments, based on the orders that came in, and we will not have extras.

Please review your order before you finish checkout to avoid any issues. We will also send an e-mail with details about your order immediately after your order is placed, and if there are any discrepancies in your order at that point, please contact us to make a change.

I haven’t received my order yet, and I noticed that I ordered the wrong size. Can I change it?

If you need to change details on your order such as size or color, please contact us  [email protected]. Usually, we can make a change if we are a day or more away from printing. However, once the order has been printed, we are unable to make any size changes or give any refunds.

My shirt was part of a pre-order. When will I get it?

Pre-ordered items will be produced usually within 7-10 days after the closing date. Once completed, you will receive an email stating that your order is ready for pick-up or delivery (whichever method you selected). If your order is being distributed by a coach or organization leader, you will be notified by us that it is ready for pickup, however it has been handed off to the organizer for distribution.

I missed a pre-order! What can I do?

First off, please try not to! We make sure to clearly state the closing date on the store, and we like to hold to that. We don’t have strict deadlines just for fun – since all orders are produced at the end of the pre-order, we need an exact count of what to print a few days in advance, and need to order all of the garments from our vendors. Delays are not only frustrating for everyone, but also reflect poorly on the organizer of the store, and especially on J.Carroll.

That being said, we also do our best to accommodate everyone, within reason. Depending on how the store was set up, there may be a small window between store closing and printing that we can get a garment here in time. If you can reach out to us in that window, we may be able to accommodate you – we’d send you an invoice to pay for your product and get it on the print queue.

If that window has passed, there’s a chance we can remedy this situation with an alternative method of printing. This is done on a case-by-case basis, and depends on the artwork, so we can’t make any promises. Please reach out to [email protected] if you would like to discuss your options.

For any other questions, please e-mail [email protected], or give us a call.