FAQ

Orders & Mockups

Q: How do orders work at S2threads?
After you place an order, you’ll get an order confirmation email. For customized items, we’ll then send you a digital mockup of your design for approval before we start production.

Q: What is a mockup and why do I have to approve it?
A mockup is a digital preview of how your design will look on the product (placement, colors, text, etc.).
We require your approval so you can confirm everything looks the way you want before we print. This is your chance to catch any issues or request adjustments.

Q: Can I make changes to my order after I see the mockup?
Yes. You can request changes or adjustments before you approve the mockup (for example, design placement, color tweaks, or spelling corrections).

Once you approve the mockup, your order goes into production and:

• The order is locked in
• No further changes or cancellations can be made
• Any production done according to the approved mockup is final

Q: How long does it take to process my order?
Once your mockup is approved, most orders are processed, produced, and shipped within 5–7 business days (Monday–Friday, excluding holidays).

Shipping

Q: Do you ship outside of the United States?
Not at this time. S2threads only ships within the U.S.

Q: Which carriers do you use?
We primarily ship via UPS and USPS.

• USPS is typically used for P.O. Boxes and APO/FPO addresses
• UPS and USPS are used for most standard residential and business addresses

Q: How long does shipping take?
Once your order ships, most packages arrive in 2–5 business days, depending on:

• Your location
• The carrier
• The shipping service used

Please note that delivery times are estimates and can be affected by carrier delays, weather, and peak holiday periods.

Q: How much does shipping cost?
Shipping costs are calculated at checkout based on:

• Your shipping address
• Order size
• Package weight

We also offer free standard shipping on U.S. orders over $300 (after discounts, before taxes).

Q: Do you offer free shipping?
Yes. We offer free standard shipping on U.S. orders over $300.

Q: How do I track my order?
When your order ships, you’ll receive a shipping confirmation email with a tracking number.
Tracking may take 24–48 hours to update after the carrier scans your package.

Problems With Delivery

Q: My package says “delivered,” but I don’t see it. What should I do?
If your tracking shows “delivered” but you haven’t received your package:

1. Double-check your shipping address on the order.
2. Check with family members, roommates, neighbors, or your building office.
3. Look around common delivery areas (porch, side door, mailroom, etc.).

If you still can’t find it, email us at support@s2threads.com with your order number and tracking info. We’ll work with the carrier to investigate.
Please note: Replacements or refunds for lost/“delivered” packages are handled case-by-case.

Q: My order is taking longer than expected. What should I do?
If it’s been more than 10 business days since you received your shipping confirmation and your package still hasn’t arrived, contact us at support@s2threads.com with your order number. We’ll help you check the status and discuss next steps.

Returns, Refunds & Issues

Q: Can I return or exchange a custom item?
Because most of our products are custom and made-to-order, we generally cannot accept returns or exchanges once you have approved your mockup and production has started.

Custom items are non-refundable except in cases of:

• Manufacturing defect
• Error on our part (such as the product not matching your approved mockup)

Q: What if there’s a mistake on my order?
If the final product does not match your approved mockup (wrong design, misspelling that was correct on the mockup, wrong color, etc.), or if you receive a defective or damaged item, please contact us within 7 days of delivery at support@s2threads.com with:

• Your order number
• A description of the issue
• Clear photos of the item and packaging

If the issue is confirmed, we’ll typically provide a replacement or another appropriate solution at no extra cost to you.

Q: What about color differences between the mockup and the actual product?
Minor color differences can occur due to screen settings and the printing process. Slight variations are considered normal and are not treated as defects. However, if you believe there is a significant issue, contact us with photos and we will review it.

Q: What if I ordered the wrong size?
For customized items, we cannot offer returns or exchanges for size or fit issues once production has begun.
We strongly recommend:

• Checking the size chart carefully before ordering
• Emailing support@s2threads.com with any sizing questions before you place your order

Q: Do you accept returns on non-custom items?
If we offer non-custom, standard products (no personalization), those may be eligible for return within a limited window as long as they are unworn, unwashed, and in original condition.
Please check our Returns & Refunds Policy for the exact details, or contact us at support@s2threads.com for questions about a specific item.

Q: How are refunds processed?
If a refund is approved:

• It will be issued to your original method of payment
• It may take 5–10 business days to appear on your statement, depending on your bank or payment provider
• Original shipping costs are usually non-refundable, unless the return is due to our error or a defective item

If your order originally qualified for free shipping and a return brings your total below the free-shipping threshold, we may deduct the original shipping cost from your refund.

Contact & Support

Q: How can I contact S2threads?
For any questions about orders, shipping, returns, or custom designs, you can reach us at:

Email: support@s2threads.com

We’re here to help you get exactly what you envisioned.