Client Communication
At Merchy’s, we believe that keeping you informed every step of the way—through mockups, production, and delivery—is essential to our service. This article explains how we communicate about your custom apparel printing order using screen printing, embroidery, and other methods. We use email, phone, and text updates to ensure clarity, transparency, and peace of mind.
How We Keep You Updated
Order Confirmation & Initial Contact
As soon as you place your order, you’ll receive an Order Confirmation Email. This includes all the details you provided: style, quantities, sizes, design files, shipping address, and expected timeline.
If there are any questions or clarifications needed (for example, artwork resolution or logo placement), our team may reach out to you by phone or email right away.
Mockups & Proofs
Before we begin screen printing or embroidery, we prepare a digital mockup / proof of your design as it will appear on the apparel.
We send this proof via email so you can review colors, positioning, sizing, and overall layout.
You’ll have the chance to request changes. Once approved, production begins.
Production Updates
Text or Email Update when production begins.
Phone call or email if there are any unexpected issues (stock availability, delays, etc.).
Mid-point update (especially on large or complex orders) to confirm that everything is on track.
Shipping & Delivery
Once your order is complete and shipped, we send a Shipping Notification Email with tracking information.
We may also send a Text Message with key updates if you opted in for SMS updates.
If there are any delays in transit, we’ll communicate by email or phone, explaining the cause and giving you a revised estimated delivery.
Communication Methods We Use
Method | What It’s Best For | Typical Times We Use It |
Email | Full order confirmations, mockups & proofs, production milestones, shipping details, and written record of all information. | Immediately after order placement, proof ready, production start, shipping, etc. |
Phone | When we need quick clarification, discussing special requests, or notifying you of unexpected issues. | As needed—when speed or personal explanation is more helpful. |
Text Messages (SMS) | Brief reminders or alerts, especially for shipping or delivery status, or urgent updates. | Optional; used when opted in. |
Why This Matters
Reduces surprises — You’ll always know where your order is in the process and what to expect next.
Ensures quality — Proofs let you confirm artwork and layout so that screen printing or embroidery meets your standards.
Builds trust — Transparent communication helps us deliver reliably, especially for projects in San Diego or further away.
Speeds up resolution — If something goes wrong (artwork issue, delay, etc.), we can remedy it faster because we catch it early.
What You Can Do to Help
Check your contact information carefully when placing your order (email, phone, address).
Review mockups promptly and provide feedback if anything is off—logo position, color, sizing etc.
Opt in for text/SMS updates if you prefer quick alerts.
Communicate any changes (e.g. changes in logo, sizes, deadlines) as early as possible.
Keep an eye on your spam folder for emails—we sometimes send detailed proofs or reminders that are important.
FAQs
Q: How long do I have to approve a mockup?
A: Usually within 24–48 hours. If we don’t hear back, we’ll follow up. Delays in approval can shift production timelines.
Q: What if I don’t like the mockup?
A: No problem—just let us know your changes. We’ll revise it and send a new version until you’re satisfied.
Q: Can I receive texts instead of emails for all updates?
A: We can send key alerts via text if you opt in. However, detailed information, proofs, and record-keeping will still happen via email.
Q: What should I do if I don’t get updates?
A: Feel free to reach out via email or phone and we’ll check your order’s status. Our customer service team is always happy to verify and update.
Q: Do you charge extra for phone or text communication?
A: No. Keeping you informed is part of our standard service in custom apparel printing, screening, and embroidery.
If you ever have questions, concerns, or special requests about communication preferences, please let us know—we’re here to make sure your custom apparel experience is smooth, transparent, and exactly what you expect.
