FAQs- Frequently Asked Questions

🛍️ Ordering & Customization

Can I customize a pre-made item?
Yes! Most items on our site can be customized, allowing you to add details like line name, line number, symbols, or text adjustments. Some items may have limitations or exclusions (such as beanies). If you’re unsure whether a product can be customized, feel free to reach out before ordering.

How do I add customization to my order?
Enter your customization details on the product page. Additional placements or details beyond the base design are available for an additional customization add-on. Be sure to add the customization add-on to your cart and adjust the quantity to match the number of items being customized.

How do I place a fully custom order?
If you’re looking for a design not currently shown on the site, visit our Custom Requests page and submit your idea. Please allow 24–72 hours for a response. Custom orders include mockups to confirm your vision before production begins.

Can I request a design I don’t see on the site?
Yes! If you have a specific idea in mind, submit a custom request and we’ll review what’s possible.

*Design Request Disclaimer

Fresh Offline reserves the right to decline or adjust any custom request that:

• Is not feasible for production
• Does not align with our brand or quality standards
• Includes copyrighted, trademarked, offensive, or restricted content

If a design cannot be approved, you’ll be contacted to discuss alternative options. If no agreement is reached, a full refund will be issued to the original payment method (please allow 5–7 business days depending on your provider).

⏳ Processing Time & Shipping

How long does it take to make my order?
Most custom and personalized orders are made to order and typically take up to 2 weeks to process before shipping.

Is there a rush option?
Rush requests may be available for an additional fee. Please email us before placing your order to confirm availability.

Do you process orders on weekends or holidays?
Orders are processed Monday–Friday. Orders placed on weekends or holidays will begin processing the next business day.

How long does it take for shipping?

Orders typically ship within 3–5 business days once they are dropped off with the carrier. A tracking number will be provided as soon as it becomes available. Shipping times may vary due to holidays or weather conditions.

Please double-check your shipping address before placing your order, as we are unable to make changes once an item has shipped. Incorrect or incomplete address information may result in delays.

Fresh Offline is not responsible for lost or damaged packages once they are in the carrier’s possession. However, if you experience an issue, please reach out and we’ll do our best to assist.

💳 Payments

What payment methods do you accept?
We accept all major credit/debit cards, PayPal, and Shop Pay.

Can I use more than one payment method?
Only one payment method can be used per order.

Do you offer payment plans?
Yes! Eligible customers can use Shop Pay Installments at checkout.

📧 Contact & Support

How can I contact you?
Please use the Contact form on our website or email us at freshofflinellc@gmail.com.

Do you respond to DMs?
To keep communication organized and ensure nothing gets missed, order-related questions should be sent via email or our website contact form.

How soon will I hear back?
We typically respond within 24–72 hours, often sooner.

👕 Product Details & Care

What materials do you use?
Our products are customized using professional-grade heat transfer vinyl.

How do I care for my items?
To keep your pieces looking their best:

• Wash inside out in cold water
• Use mild detergent
• Air dry or tumble dry on low
• Avoid bleach and ironing directly on the design

Will the vinyl peel or fade?
With proper care, your items are made to last. Since each piece is handmade, slight variations may occur. If you experience any issues, please reach out and we’ll do our best to help.

🎉 Group Orders & Special Requests

Do you accept group or bulk orders?
Yes! We accept group orders for lines, chapters, teams, and events. Please contact us with your details to get started.

Do you offer discounts for large orders?
Bulk pricing may be available depending on order size and customization needs. Email us with your request for a custom quote.

Still have questions? Reach out — we’re happy to help.