Common Questions

Order Process Questions

We will need all order information in order to get you a quote. This will include the item you want us to decorate (if there is an item number or style), the color of that item, the color of the imprint, how many and what your in hand date is. But most importantly we will need your art file.

Once we’ve confirmed all the order info and you approve the quote amount, then we will need your personal information to setup an invoice. This process can be immediate to a couple days to a full week, just depending on how long it takes to gather all the pertinent information.

Our invoicing system is called Printavo and you will receive notifications from it. These emails can sometimes find their way to your Spam or Junk folder so we recommend keeping an eye out for those notifications. Once you approve and pay your deposit, then we can start on your digital mockup.

Once your digital mockup is approved, production turnaround time begins. You can find a list of typical turnaround times below.

  • Screenprinted Items: 10-15 business days from mockup approval
  • Embroidery: 10-15 business days from mockup approval
  • DTG Garments: 10-12 business days from mockup approval
  • Enamel Pins: 21-30 days from mockup approval
  • Patches: 3-4 weeks from mockup approval
  • Pin-Back Buttons: 10-12 business days from mockup approval
  • Decals: 10-12 business days from mockup approval
  • Banners/Flags: 10-12 business days from mockup approval
  • Other Promo Items: will vary depending on the item

Please note that shipping time is not included in the turnaround times listed above.

When your order is complete, you will receive a notification from Printavo that will confirm your order is either ready to ship or ready to schedule a pickup. If there is a balance due, we will not schedule that shipment or pickup until we have received the full balance.

Artwork Questions

Of course you can provide your own artwork! There are some things to keep in mind when creating artwork, so please reference our Downloads section for guides on different items. If you do not see the specific item that you are looking for listed there, please let us know and we can get you specs for that specific item.

Please reference our Downloads section for guides on different items.

We do prefer Vector files, but please be sure that all text/fonts are converted to Outlines and Expand your artwork into Shapes. All linked files will need to be embedded. We accept AI, EPS or PDF vector files, but please do not flatten.

We also accept High Resolution Raster files. The file will need to be scaled to size with a resolution of at least 300ppi. We accept PSD, TIFF layered files. JPG files will be accepted on a case-by-case basis. We do prefer full color designs as layered files, never flattened.

A digital mockup will be provided with each invoice, unless it is an exact reorder. It will contain the ink or thread color used, the design, the imprint location and the imprint size that corresponds with the invoiced items. Mockups must be approved via email or through Printavo before your order will begin processing.

If you would like to work on your own garment mockup, you can utilize our Design Studio.

Rush Orders

We are happy to accommodate all orders. Rush orders are always an option, however they come with an added cost. Please confirm that we can meet this in-hand date before you place the order, and contact your rep for rush fees. Please note rush fees are for production only, and do not include fees for expedited shipping of blank goods from our vendors, or shipping out to you.

Payment Questions
We accept checks and all major credit cards. We do not carry cash or change, so you will need the exact amount if you need to pay this way.
Yes. All apparel orders require a 50% deposit in order to begin, with the balance due before pick up or shipping. Promotional Product services require 100% payment up front.
Checks received with non sufficient funds will be charged $30 for each processing attempt. Net 30 terms are available, subject to Night Owls approval. We do not carry cash or change, so you will need the exact amount if you need to pay this way.
Cancellations made after order has been placed will be subject to a 25% restocking fee (plus or minus 10% depending on product) as well as an additional 3.4% credit card processing fee if paid by cc, plus any additional fees required to cover services already rendered by Night Owls.  Cancellations will not be accepted once production has begun in any manner.
Night Owls does not accept returned goods without prior approval. Because quality printing and embroidery is considered to be subjective, it will be necessary that any returns be inspected prior to any decision being made. Returns or discounts may be offered after evaluating the quality of our embellishments. The Night Owls management team has sole authority and discretion about quality in these matters. Reimbursements or replacements may be issued up to the amount of the original invoice for the same order. If goods are replaced at the expense of Night Owls, the original defective units must be returned to Night Owls. Returning of goods to Night Owls is done at the customer’s expense.
Shipping Questions

You bet we can! We prefer to ship via Fedex for domestic deliveries, but have many options for shipping. We regularly ship all over the world, so please contact us to inquire on how we can get custom made merchandise to you! We can also drop ship apparel to any location, for tours or events!

If you are local to Houston, you can pick up your order. Our schedule for pick ups is between 9am to 6pm Monday through Friday, and must be scheduled in advance. If you can’t make it out to us, we can use local courier services for inexpensive and quick delivery options!

Cost of shipping is not included in print pricing and will be displayed separately on the invoice.

Shipping time is not included in the standard or rush turnaround times. Night Owls will do everything in our power to coordinate an on-time arrival. However, it is the customer’s responsibility to plan accordingly with about 1-2 cushion days when a tight delivery is expected – especially with delivery delays that are happening constantly.

Night Owls will not be held responsible for any shipping delays or lost packages caused by the shipping/courier company once it has left our facility.

MISC Questions
Once your order is complete, you will receive a notification (via our invoicing system, Printavo) that the order is now due for final payment, or it is ready for pickup if you’ve already paid in full. You must then schedule that pickup via email, as we are not available for random drop-ins.

Unfortunately, we are not open to the public right now. You will need to schedule any and all visits prior to stopping by.

We do not have a showroom currently, but if it’s imperative that you see garment styles before placing an order – you have two options.

If you are a Houston local, you can try to schedule a visit to one of our garment vendors to view some of the styles we carry. TSC Apparel may have the items you need, but you will not be able to purchase garments directly from them.

If you are not a Houston local (or prefer not to leave your home), please inquire about shipping samples directly from our garment vendors. We will need to invoice you for the cost of the garment, plus shipping. These garments will arrive completely blank, not printed or decorated in any way.

Night Owls offers its employees these holidays each calendar year. These holidays are not considered business days and will not be included in your projects turnaround time, regardless of rush charges.

  • New Year’s Day
  • Thanksgiving Day and the day after
  • Christmas Eve and Christmas Day

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