General
How can I contact you?
You can email us at support@28collective.com or
call us at (724) 295-0155. You can also chat with us with the online chat
located at the bottom right corner of our website.
What's your return policy?
Any issue with your order must be reported to us within 30 days of shipment. Issues reported after 30 days will not be able to be addressed.
If it is within the 30 days and we are at fault for the issue, we will offer a refund or replacement. If it is outside of the 30 days or we are not at fault, we will not be able to issue a refund or send a replacement.
Do you offer bulk order discounts?
Yes, we do offer bulk discounts.
Pricing will depend on product and quantities. Please contact us at support@28collective.com to discuss bulk pricing.
Do you offer custom designs?
Yes! Just contact us at support@28collective.com to discuss design details and pricing.
Can you exclude pricing on the packaging slip?
Of course! Because many of our orders are gifts sent directly to the recipient, we never include pricing on our packing slips. Our packing slips will include shipping information, as well as a space for a personalized gift message that may be added at checkout.
Orders
How do I change or cancel my order?
If production has not already started on your product, you may change or cancel your order. If production has begun, we cannot change or cancel your order as the personalization process has already started.
Please contact us at support@28collective.com or (724) 295-0155 immediately to inquire about changing or cancelling your order.
There is something wrong with my order. Can you help me?
Yes, please contact us at support@28collective.com with a detailed description and photos, if applicable.
Any issue with your order must be reported to us within 30 days of shipment. Issues reported after 30 days will not be able to be addressed.
If it is within the 30 days and we are at fault for the issue, we will offer a refund or replacement.
If it is outside of the 30 days or we are not at fault, we will not be able to issue a refund or send a replacement.
Shipping
Where do you ship to?
We currently ship to the United States and Canada.
Note: Free shipping is only applicable on orders shipped within the contiguous United States.
How long does it take for an order to ship out?
We ship out most orders in just 1-2 business days.
Do you offer expedited shipping options?
Yes! Expedited shipping options are available at checkout. You can also contact us to determine which shipping option you'll need to select in order to receive the product by a specific date.
Can I change the shipping address after the order is placed?
If you need to change the shipping address, please contact us immediately.
If we have not yet shipped the item, we can change the address.
If we have shipped the item, please contact the shipping service (USPS, UPS or Fedex) to reroute the package.
I never received my order. What should I do?
If you have not received your package, but the tracking number says it was delivered, please check all places it could have been left including all doors, mailboxes, apartment/condo mail centers and neighbors. If you still cannot locate it, please contact the carrier first. They may help you locate it or ask you to contact us to file a claim.
If you have not received your package in the estimated time frame or your tracking number says "pending," please contact us as soon as possible.
All missing or delayed deliveries must be reported within 30 days after the order was purchased. If buyer provides an incorrect address that results in a lost package or return to sender, the buyer is responsible for all additional shipping fees.
Personalization
How much does it cost to personalize an item?
Absolutely nothing! 28 Collective is proud to offer free personalization, every day. Personalization is what we do best, and we are happy to offer this service for free.
And, when we say free, we mean free. We don’t hide the personalization cost in a “handling fee” that is thrown in during checkout.
Can I order an item without personalization?
We want every gift to be unique, so most of our designs require names and/or dates to be entered. If you wish to purchase a product without personalization, simply put "No Personalization" in the required field(s) or contact us at support@28collective.com.
Can I change the personalization details after I placed the order?
To maintain a fast turnaround, we begin processing orders shortly after they're placed. If you need to make a change to your order, please contact us immediately.
If we have not yet processed the order, we may be able to make changes.
However, if the order has already been created, we will not be able to make any changes.
Can I make changes to parts of the design that are not personalizable?
In most cases, yes. Please contact us at support@28collective.com with
the product and specific parts you’d like to change.
Can I add a logo?
Most likely! Contact us at support@28collective.com with your logo and the product you’d like to put it on. Vector or eps files are best!
Will I receive a proof before it ships?
To ensure quick production times, we do not automatically send proofs.
If you would like to see a proof, please let us know before or at the time of purchase.
Keep in mind, what you enter in the personalization box is what we will use. If an error is made at the fault of our team, we will issue a replacement or refund.