CUSTOMER SERVICE SUPPORT


EMAIL shctransfer@yahoo.com 

PLEASE ALLOW 1-2 FULL BUSINESS DAYS if a response is not given you can resend to ensure it came through on our end

 

 

We are closed on the weekends so no support is available

this includes Facebook as well.  

     

    TAT (Turn Around Time) 

    We have multiple platforms that we sell on such as AMAZON, ETSY, our Website and our App.  We process 300-500 orders a day in addition to our commercial contract printing. 

    Please note the TAT time is the processing time we have to process, package and place your items in the shipping carriers hands. This does not include the days it will take for the item to process through the shipping facilities to you. Due to Covid-19 Next Day shipping is not guaranteed with USPS or UPS. 

    Screens: 1-5 Business Days Monday-Friday excluding weekends and Holidays

    Sublimations: 2-6 Business Days Monday-Friday excluding weekends and Holidays

    You can not edit or add to a embroidery order. All orders must be final at time of payment.

    Due to Federal Guidelines - State of Georgia Covid-19 Restrictions And Fulton County Guidelines TAT times can be adjusted at any time per the business owners and supervisors discretion based on number of employees allowed within work space area and amount of order volume to be processed. 
    For more information on how we are helping the fight and in compliance with the Governors Order visit 
    https://georgia.gov/covid-19-coronavirus-georgia/unite-stop-spread

     

    CUTOFF TIME: Orders Placed After 3 PM On Fridays will be counted as business Day 1 on Monday Morning. This includes orders placed on the weekends and Closure Dates. 

     

    OTHER FREQUENTLY ASKED QUESTIONS:

    Can I Use A Cricut Easy Press? 

    We suggest you use a heat press for even pressure and heat to the entire transfer.

     

    Can I Pick Up My Order ? 

    Due to Covid 19 we do not allow in store shopping at this time, to arrange for contactless local delivery service please email our CSR team. 

     

    How is My Order Packaged? 

    Contents are placed in a clear poly bag, that clear bag is then placed into a Rigid Cardboard Mailer then the Rigid mailer is then placed in another Poly Mailer.  

     

    Can I De-Stash? 

    You are only allowed to Destash Screens from other designers with their permission. Only SHC Exclusives are automatically approved. 

     

    Are screens in stock ? 

    Yes! We produce all items on the site here in our shop in Atlanta, GA. So all silk screen printing and embroidery is done by us. The only time a item is not in stock is if noted in the Title Reserves for Pre- Orders and Custom State Designs Screen Designs. 

     

    What if I received a partial order? 

    If your order arrives as partial please first sign into your order and see if it shows pending. If it does that means that item the shop is currently in process or printing more of. Certain screens will surge higher than the inventory we have predicted and more will need to be printed to meet the overage that shopify sometimes does not catch within the 8 hour inventory time difference. 

    If you do not see a open order please email ashley@shc-transfer.com with a copy of your order slip so your order can be reopened. 

     

    What if my order needs to be edited for add-ons or canceled? 

    As long as the order is not in process by our packing team then we can add onto a existing order. Please use the Text to Help Feature within the first 24 hours of placing your order. 
    If A order needs to be canceled please allow 24 hours in doing so. We will process the refund within the 24 hours but please note the credit reflecting back into your account is up to the bank/creditor terms. We nor Shopify have control on when your institution places the money back into the account. 

    Can you rush my order? 

    We do not offer Rush Shipping. TAT is listed on the website if you fail to place a order in time that is your error and not ours. 

     

    Will Rep Codes Discount Customs and Embroidery Items?

    No. Rep codes will not discount any embroidery or custom items offered by SHC. Only SHC issued codes will work on these items.  

     

    2021 CLOSURE DATES
    New Years- JAN. 1, 2021-JAN. 4,2021 CLOSED
    MLK DAY- JAN.18, 2021 - MAIL WILL NOT RUN
    PRESIDENTS DAY- FEB. 15, 2021- MAIL WILL NOT RUN
    FEB 27th & 28Th CLOSED NO WEEKEND COMMERCIAL  STAFF 
    APRIL 16- APRIL 23 CLOSED  COMMERCIAL ORDERS & STAFF ONLY no website, amazon, etsy or app orders will be process during this week.  
    MEMORIAL DAY- MAY 31, 2021 CLOSED
    INDEPENDENCE DAY - JULY 1, 2021- JULY 6, 2021 CLOSED
    LABOR DAY - SEP. 6, 2021 - CLOSED
    COLUMBUS DAY- OCT.11 MAIL WILL NOT RUN
    VETERANS DAY - NOV. 11 CLOSED
    THANKSGIVING- NOV. 20-NOV. 26 CLOSED
    CHRISTMAS - DEC. 17-DEC.31 CLOSED