ORDER ISSUE REVIEW PROCESS
This page is the dedicated support path for a problem with an existing 25/8 order. The form above collects the information we normally need before we can investigate. Providing the order number, affected item, quantity, issue type and clear supporting details helps us review the matter more quickly than a general message.
1. What to report here
Use this form for missing or incorrect items, visible damage, print-quality concerns, DTF transfer quality or adhesion concerns, tracking or delivery problems, billing concerns related to an order, or another issue involving an order that has already been placed.
2. Preserve the item and packaging when possible
If the issue involves damage, a production defect or a DTF concern, keep the affected item and relevant packaging until the review is complete whenever reasonably possible. Do not discard, alter, wash, press or continue using additional affected units if doing so could make the cause harder to evaluate.
3. Photos and supporting files
Add shareable photo or file links in the form. If you do not have a shareable link, submit the form first and then email the photos as attachments to customerservice@258apparelstudio.com with your order number in the subject line so we can match the evidence to the request.
4. DTF transfer reports
For a DTF issue, include the substrate or garment type, heat-press model, temperature, pressing time, pressure, peel method, post-press procedure and how many transfers were affected. If possible, photograph an unused transfer and the pressed result. Stop using the suspected batch until we respond when practical.
5. Shipping reports
For a damaged package, keep the box or mailer, shipping label and damaged contents long enough to photograph them. For a missing or misdelivered package, confirm the shipping address on the order and check the carrier’s latest scan. A carrier claim or investigation may be required before a final resolution.
6. What happens after submission
We review the information, compare it with the order and production record, and may ask follow-up questions. A support submission does not itself approve a refund or replacement. If the issue qualifies, possible remedies can include correction, reprint, remake, replacement, exchange, store credit, partial refund, full refund or another reasonable solution under the Satisfaction Guarantee, Returns & Refunds policy and applicable law.
7. Accurate information
Submit complete and truthful information. Materially false information, altered evidence, intentional damage or duplicate claims can delay review and may cause a discretionary remedy to be denied. This does not affect legitimate rights for a genuine issue.
8. Need general help instead?
If your question is tied to an existing order, email customerservice@258apparelstudio.com. For a general non-order question, use the Contact page. For a new custom project, use Create a Design Request.