HELP CENTER
Frequently Asked Questions
Find answers to common questions about custom products, sublimation blanks and supplies, ordering, shipping, returns, and more. If you don’t find what you’re looking for, send us a message through our Contact Us page.
CUSTOM PRODUCTS
Can I personalize a product?
Yes! Many of our custom products can be personalized with names, text, designs, images, or other options depending on the product. Available customization options will be listed on the individual product page.
Can I provide my own design or image?
When offered on the product page, you may be able to provide your own design, photo, logo, or other artwork. For the best results, please provide the highest-quality image available. Low-resolution or blurry artwork may affect the finished product. Customers are responsible for ensuring they have permission to use any artwork, logos, photographs, or other content they submit.
How long do custom products take to make?
Custom and personalized products are typically processed within 3–7 business days, depending on the product and level of customization. This is processing time only and does not include shipping transit time.
Can I change or cancel a custom order?
Custom orders may be changed or canceled before production begins. Once personalization or production has started, we cannot guarantee changes and the order cannot be canceled. If you need to make a change, please contact us as soon as possible.
Can I return a personalized product?
Because personalized products are created specifically for you, custom products are generally final sale. If your product arrives damaged or defective, you receive the wrong item, or Coal Dust Customs makes an error during production or personalization, please contact us within 7 days of delivery so we can help.
SUBLIMATION BLANKS & SUPPLIES
Are your blanks ready for sublimation?
Products sold as sublimation blanks are intended for sublimation use unless otherwise stated in the individual product description. Because materials and coatings can vary by product, we recommend reviewing the product specifications before purchasing.
Do you provide temperature and pressing instructions?
When manufacturer-recommended pressing information is available, we may include it with the product or in the product description. Pressing conditions can vary based on the heat press, sublimation ink, paper, environment, and equipment being used. We recommend testing when appropriate, especially when using a new blank or process.
What types of sublimation blanks do you sell?
Our selection may include drinkware, apparel, home and décor products, accessories, small blanks, bags, and fabric blanks. We’re continually working to expand our selection, so check back for new products and additions.
What sublimation supplies do you carry?
Our supply selection may include sublimation paper, heat tape and adhesives, protective paper, tumbler supplies, and pressing accessories. Product availability may change as we add new products and suppliers.
Can I return sublimation blanks or supplies?
Eligible blanks and supplies may be returned within 30 days of delivery as long as they meet the conditions in our Shipping & Returns Policy. Generally, products must be unused, unpressed, unprinted, unaltered, and in new, resalable condition. Opened products may still qualify if they have not been used and remain in new, resalable condition.
ORDERING & SHIPPING
Where does Coal Dust Customs ship
Coal Dust Customs currently ships within the United States.
How much does shipping cost?
Standard shipping is calculated at checkout for orders under $75. Eligible U.S. orders of $75 or more receive free standard shipping after discounts and before taxes. Oversized, heavy, bulk, wholesale, and certain specialty products may be excluded from free shipping when necessary.
How quickly will my order ship?
In-stock sublimation blanks and supplies are typically processed within 2–4 business days. Custom and personalized products are typically processed within 3–7 business days. Shipping transit time is additional and begins after your order has been processed and transferred to the carrier.
Can I order custom products and sublimation supplies at the same time?
Absolutely! You can purchase custom products, sublimation blanks, and supplies in the same order. If your order contains products with different processing times, we may wait until the entire order is ready before shipping unless otherwise noted.
Will I receive tracking information?
Yes. When tracking is available, you’ll receive tracking information after your order ships. Please allow some time for the carrier’s tracking system to update after your shipping label is created.
PROBLEMS WITH AN ORDER
What should I do if something arrives damaged?
Please contact us within 7 days of delivery. Include your order information and, when possible, clear photos of the damaged product and packaging. We’ll review the issue and work with you on an appropriate solution.
What if I receive the wrong item?
Please contact us within 7 days of delivery and let us know what happened. If Coal Dust Customs made an error with your order, we’ll work with you to make it right.
What if my tracking says delivered, but I don't have my package?
First, check around your property and usual delivery locations and ask household members or neighbors. We also recommend allowing 1–2 additional business days, as carriers may occasionally mark packages delivered before final delivery. If you still cannot locate your package, contact us and we’ll help determine the appropriate next steps.
LARGER & BULK ORDERS
Can I order sublimation blanks in larger quantities?
Depending on the product and available inventory, larger quantities may be available. If you’re a maker or small business interested in purchasing a larger quantity than what’s shown on the website, please contact us with the product and approximate quantity you’re looking for. We’ll let you know what options are currently available.