Frequently Asked Questions (FAQs)

Last updated: 03/10/2026

Got questions? We’ve got answers. Below are the most common things customers ask us about. If you don’t find what you’re looking for here, just reach out — we’re happy to help.

Ordering

How do I place an order?

Browse our collections, pick what you like, select your size, and add it to your cart. When you’re ready, head to checkout, fill in your details, and complete your payment. You’ll get an order confirmation email right after. If it doesn’t show up, check your spam or junk folder.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, and other major credit and debit cards (processed through Stripe), as well as PayPal. All payments are processed in United States Dollars (USD). For full details, check out our Payment Policy.

Can I change or cancel my order after placing it?

We offer a 24-hour cancellation window from the time you place your order. Just email us at contact@gandermarks.com with your order number and we’ll take care of it. After 24 hours, your item is likely already being printed — that’s the nature of print-on-demand — so we may not be able to cancel at that point. For more details, see our Terms & Conditions.

Will I get an order confirmation?

Yes. Once your payment goes through, you’ll receive a confirmation email with your order number and a summary of what you purchased. If you don’t see it in your inbox within a few minutes, check your spam or junk folder. Still can’t find it? Email us and we’ll sort it out.

Do you offer discount codes or promotions?

From time to time, yes. If you have a promo code, enter it at checkout in the designated field. Just keep in mind — only one discount code per order, and codes can’t be combined with other offers unless we specifically say so. See our Payment Policy for more details.

Shipping

Where do you ship?

We currently ship within the United States only. We’re unable to deliver to PO Boxes or military addresses (APO/FPO). Orders must go to a valid residential or commercial street address. For more details, see our Shipping Policy.

How much does shipping cost?

Orders of $149.00 or more get free standard shipping. For orders under $149.00, there’s a flat rate of $5.99. Shipping charges are calculated and shown at checkout before you pay — no surprises.

How long will it take to receive my order?

Here’s the breakdown:

  • Handling time: 3 to 5 business days (production, printing, and quality check)
  • Transit time: 6 to 9 business days
  • Estimated total delivery: 9 to 14 business days from when you place your order

Orders placed after 4:00 PM Pacific Time (PT) or on weekends/holidays will start processing on the next business day. These are estimates — carrier delays, weather, or high-demand periods can sometimes push things back. Full details in our Shipping Policy.

Which carriers do you use?

We partner with USPS, UPS, and FedEx. The carrier assigned to your order depends on your location and package size.

How can I track my order?

Once your order ships, you’ll receive a confirmation email with a tracking number. Use it to follow your package on the carrier’s website or through our order tracking page.

What if my package is delayed, lost, or damaged?

Let us know as soon as possible. We’ll get in touch with the carrier and do everything we can to resolve the issue. For wrong items or defective products, see our Refund and Returns Policy.

Products

What products do you sell?

We sell custom-printed t-shirts, hoodies, and sweatshirts. Every item is made using a print-on-demand process — meaning it’s produced specifically for you after you place your order.

Why might the color look different from the product image?

Every screen displays color a little differently, and the printing process can introduce slight variations. A shade that looks bright on your laptop might appear a touch more muted in person. This is industry-standard for print-on-demand and is not considered a defect. For more details, see our Disclaimer.

What size should I order?

Our products follow U.S. sizing standards. We provide a size guide on each product page — we strongly recommend checking it before you order. If you pick the wrong size, that falls under “change of mind” rather than a defect. See our Refund and Returns Policy for return options.

Are your products made to order?

Yes. Each item is custom printed after you place your order. That’s why our handling time is 3 to 5 business days — your item is being produced, printed, and quality-checked before it ships. It takes a bit longer than grabbing something off a shelf, but that’s because it’s made just for you.

Returns & Refunds

What is your return policy? You have 30 days from the date you receive your order to return an item. It must be unworn, unwashed, with all original tags, labels, and packaging intact — basically, ready for its next owner. Full details in our Refund and Returns Policy.

What items can’t be returned?

Items that have been worn, washed, or altered. Custom or personalized designs that were produced exactly as ordered. Items returned after the 30-day window has closed. Since our products are printed to order, these rules help us keep things fair.

What if I received a defective or wrong item?

Reach out to us within 30 days of delivery. Include your order number and a few photos of the issue. We’ll cover all return shipping costs and offer you a full refund or replacement — your choice (subject to stock availability).

Who pays for return shipping?

It depends on the reason. If the item is defective or we made an error, return shipping is on us. If it’s a change of mind (wrong size, didn’t like the color, etc.), you’ll need to cover the return shipping cost yourself. We recommend using a trackable shipping method.

Are there any restocking fees?

No. We don’t charge restocking fees on any eligible return.

How do I start a return?

Email us at contact@gandermarks.com with your order number, the item(s) you’d like to return, and a brief reason. For defective items, attach clear photos. We’ll get back to you within one business day with return authorization and instructions. Full step-by-step process in our Refund and Returns Policy.

How long does it take to get my refund?

Once we receive and inspect your return, your refund will be processed within 3 to 5 business days to your original payment method. Depending on your bank or card provider, it may take an additional 5 to 10 business days to show up on your statement. If it’s taking longer than expected, check with your bank first, then email us.

Can I exchange an item instead of returning it?

Yes. Email us at contact@gandermarks.com and we’ll walk you through the exchange process. Exchanges depend on product availability — if the item you want isn’t in stock, we’ll process a refund instead.

Privacy & Your Data

Do you sell my personal information?

No. We do not sell your personal information. Not now, not ever. For full transparency on how we handle your data, read our Privacy Policy and our Do Not Sell My Personal Information page.

How do you protect my payment information?

Our store uses SSL encryption and all payments are processed through Stripe (PCI-compliant) and PayPal. We never store your full credit card number, CVV, or sensitive payment details on our servers. More details in our Payment Policy.

What are my privacy rights as a California resident?

Under the California Consumer Privacy Act (CCPA), you have the right to know what data we collect, request deletion, opt out of data sharing, and more. We respond to verified requests within 45 days. Visit our Do Not Sell My Personal Information page or email contact@gandermarks.com to exercise your rights.

Do you use cookies?

Yes, like most online stores. We use essential cookies (to keep the site running), analytics cookies (to understand traffic), and advertising cookies (to measure ad performance). You can manage cookies through your browser settings. Full details in our Privacy Policy.

About Us

Who is Gander Marks?

Gander Marks is a custom-printed apparel brand specializing in t-shirts, hoodies, and sweatshirts. We’re registered under VIET HAN GARMENT JOINT STOCK COMPANY, company number 2400562448, with a U.S. address at 535 Mission St, 14th Floor, San Francisco, CA 94105, United States.

Where is Gander Marks located?

Our U.S. mailing address is 535 Mission St, 14th Floor, San Francisco, CA 94105, United States. We currently ship exclusively within the United States.

Do you have a physical store?

No, we are an online-only store. This allows us to focus on producing quality custom-printed products and keeping our prices competitive.

How can I contact customer support?

You can reach us at:

What are your customer support hours?

Our team is available Monday through Friday, from 8:00 AM to 6:00 PM (Pacific Time). Inquiries received outside business hours will be addressed on the next business day. We typically respond within one business day.

Contact Information

Company Name: VIET HAN GARMENT JOINT STOCK COMPANY

Company Number: 2400562448

Viet Nam Address: Don Cu Village, Bao Son Commune, Luc Nam District, Bac Giang Province, Vietnam

US Address: 535 Mission St 14th floor San Francisco, CA 94105, United States

Email: contact@gandermarks.com

Phone: +1 (213)459-5428

Contact Form: Click here

Customer Support Hours: Our dedicated team is available to assist you Monday through Friday, from 8:00 AM to 6:00 PM (Pacific Time).

Our Commitment: We strive to provide thoughtful and reliable assistance. You can expect a professional response to all inquiries within one business day.