Shipping & Returns
At Coal Dust Customs, we want your shopping experience to be simple and straightforward. Whether you’re ordering a custom product, sublimation blanks, or supplies for your next project, the information below explains how shipping, returns, cancellations, and damaged orders are handled.
Shipping
Coal Dust Customs currently ships within the United States.
Processing Times
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, depending on the product and level of customization required.
Processing time is separate from carrier transit time. During holidays, sales, or periods of unusually high order volume, processing may take slightly longer.
If an order contains both ready-to-ship items and custom products, the order may ship together once all items are ready unless otherwise noted.
Shipping Rates
Standard shipping rates are calculated at checkout for orders under $75.
Free standard shipping is available on eligible U.S. orders of $75 or more after discounts and before taxes.
Oversized, heavy, bulk, wholesale, and certain specialty products may be excluded from free shipping when necessary.
Expedited shipping, when available, is charged at the applicable rate and is not included in the free-shipping offer.
Coal Dust Customs may use different shipping carriers depending on the destination, package size, weight, and available service.
Order Tracking
When tracking information is available, it will be provided after your order ships.
Please allow some time for the carrier’s tracking system to update after your shipping label is created.
Custom & Personalized Products
Because custom and personalized products are created specifically for you, they are generally final sale and cannot be returned because of a change of mind.
We will work with you if:
- Your item arrives damaged or defective.
- You receive the wrong product.
- Coal Dust Customs makes an error in the personalization or production of your order.
Please contact us within 7 days of delivery if there is a problem with a custom product. Photos of the item and packaging may be requested so we can evaluate the issue and determine the best resolution.
Coal Dust Customs is not responsible for errors in names, wording, sizes, images, designs, or other personalization details submitted incorrectly by the customer.
Minor variations in color, placement, or appearance may occur because of differences in screens, materials, printing, and sublimation processes. These normal variations are not necessarily considered defects.
Sublimation Blanks & Supplies Returns
Eligible sublimation blanks and supplies may be returned within 30 days of delivery.
To qualify for a return, products must be:
- Unused
- Unpressed
- Unprinted
- Unaltered
- In new, resalable condition
- In the original packaging when applicable
Opened products may still qualify for return if they remain unused and in new, resalable condition.
Used, pressed, printed, washed, altered, or partially consumed products are not eligible for return.
Customers are responsible for return shipping costs for normal returns or changes of mind.
If the return is the result of an error by Coal Dust Customs, or the product arrived damaged or defective, we will work with you on the appropriate replacement, refund, or return arrangements.
Refunds
Approved refunds will generally be issued to the original payment method within 5–7 business days after the returned product is received and inspected.
Your bank, credit card company, or payment provider may require additional time to post the refund to your account.
Original shipping charges are generally nonrefundable unless the return is the result of an error by Coal Dust Customs or a damaged or defective product.
Order Changes & Cancellations
Orders for sublimation blanks and supplies may be canceled or changed as long as the order has not entered processing or shipped.
Custom and personalized orders may be canceled before production begins.
Once customization, personalization, or production has started, a custom order cannot be canceled.
If you need to request a change or cancellation, contact us as soon as possible. We cannot guarantee that an order can be changed once processing has begun.
Damaged or Incorrect Orders
If your order arrives damaged, defective, or incorrect, please contact Coal Dust Customs within 7 days of delivery.
Include your order information and, when possible, clear photos showing:
- The damaged or incorrect product
- The shipping packaging
- Any visible damage to the box or mailer
We will review the issue and work with you on an appropriate solution, which may include a replacement, refund, or other resolution.
Lost or Delayed Packages
If tracking has stopped updating or your package has not arrived within a reasonable period after the estimated delivery date, please contact us. We will help review the tracking information and determine the appropriate next steps with the shipping carrier.
If tracking shows a package as Delivered but you cannot locate it, we recommend:
- Checking around your property and usual delivery locations
- Asking household members or neighbors
- Allowing an additional 1–2 business days, as some packages may be scanned before final delivery
If the package still cannot be located, contact us and we will help determine the next steps.
Packages that are confirmed as successfully delivered by the carrier are not automatically eligible for replacement or refund, but we will assist when possible.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Coal Dust Customs is not responsible for packages delivered to an incorrect address provided by the customer.
If a package is returned to us because of an incorrect or incomplete address, we may be able to reship it once the customer pays the additional shipping cost.
If Coal Dust Customs makes an addressing error, we will take responsibility for correcting the issue.
Contact Us
If you have a question about shipping, returns, cancellations, or an order you’ve received, please contact us through our Contact Us page.
We’re happy to help and will work with you to resolve legitimate order issues as quickly as possible.