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.
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.
Do you offer bulk 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 gift wrapping?
We do not currently offer gift wrapping, but you can rest assured that our simple, yet attractive packaging will make your recipient feel special. We package most products in a branded box, and then we carefully place it in the box in such a way that creates a great presentation upon opening. We include packing slips in each package that allows you to include a personalized gift message to the recipient.
Can you exclude pricing on the packing 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 hipping information, as well as a space for a personalized gift message that may be added at checkout.
What's your return policy?
We can only accept returns for items
that have a manufacturer defect, or for items that have an error in
personalization caused by 28 Collective. To initiate a return, please
contact support@28collective.com.
There is something wrong with my order. Can you help me?
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.
What shipping carriers do you use?
We use all major carriers and local courier partners. You’ll be asked to select a delivery timeframe during checkout.
Can I change the shipping addressafter the order is placed?
If you need to change the shipping address, please contact us immediately. If we have not already 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.
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.
What happens if my package is returned to 28 Collective?
If your package is returned to us, we will contact you as soon as we receive it. If the reason it was undeliverable was our fault, we will reship it at no cost. Otherwise, we charge a $10 reshipment fee for returned packages that were at the fault of the customer. This includes incorrect or incomplete addresses, addresses with no mail receptable, refused packages, etc. We hold returned packages for 30 days.
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 add a logo to one of your products?
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!
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, contact us at support@28collective.com and we can help you with this process.
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.
Do you offer custom products?
Yes! Just contact us at support@28collective.com to discuss design details and pricing.
Will I receive a proof of my order before it ships?
If we are at fault for the error in personalization, we will replace or refund you order. If this happens, please contact us with photos of the product you received.
Keep in mind, what you enter in the personalization box is what we will use. If the error was the fault of the customer, we may offer a discount code for a replacement.
Can I change the personalization details after I placed the order?
To ensure a quick turn-around time, we process our orders soon after they are 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.