BOMKI

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.

Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product is received. For packages lost in transit, all claims must be submitted no more than 21 days after the estimated delivery date.

There are a few reasons an order can be returned to the sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by the customer. Contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by you, or had an incorrect address originally provided.

If something arrives damaged, send a photo of the damaged goods, then we'll gladly send a replacement at no cost to you.

Any returns or problems that occur because of an error on our part will be handled at our expense.

If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.

If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 30 days.

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address if so you will have to pay for reshipping. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of the product and shipping a replacement order for you. 

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double-check that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but you think you haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer.

Returned - If the item is returned to us, we will ship the return back to you; however, you will be responsible for the shipping cost a second time.

Refunds - We do not refund orders for buyer’s remorse, or wrong size purchased. Refunds given only for printing errors.

Damaged products are replaced free.

From the time your order is placed and the date when you receive it, there are two processes to consider:

Fulfillment: Standard fulfillment time is 2-7 business days. Once your order has been fulfilled and left our building you will receive a notification with shipping information if applicable.  Depending on the circumstances and inventory levels, it may take longer than usual.

Shipping: Shipping options can range from within 1-8 business days for US domestic orders (1-20 for international orders) depending on the courier and the product you select.

Some packages can arrive outside of the estimated timeframe during peak seasonal months below:

Peak Times:

- Valentines Day - February 14th

- St Patrick's Day - March 17th

- Easter - End of March

- Mother's Day - May around the 3rd weekend

- Father's Day - June around the 3rd weekend

- 4th of July - July 4th

- Back to School

- Halloween - October 31st

- Thanksgiving - November 25th

- Christmas/New Years December 25th & January 1st

All tracking numbers can be found in the shipping notification emails we send out. Tracking numbers generate when a shipping label is printed at our facility - keep in mind the tracking information may not reflect any action for up to 24 hours after a label has been printed.

If it has been more than 24 hours since you received a shipping notification and the tracking still reflects no action or movement, contact us at support@bomki.com.

We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

If you are unable to locate the package, you will need to place a new order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

You can contact us at support@bomki.com and report problems with an order.

Be aware that we may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include order number and photos with your initial problem report to avoid delays.

As some of our products are custom-made per order, order modifications or cancellations may be possible while an order is in the Pending or On-Hold status. Once an order has passed into Production, no order cancellations can take place.

Please contact us at support@bomki.com by 12 hours after you placed the order. 

We’re doing the best we can to avoid any incorrect sizing issues by adding the size specifications to each product page description, as one manufacturer might not go by the same sizing chart as another.

As our products are custom-made per order, we do not refund orders for buyer’s remorse, and size exchanges are at your expense and discretion. We only replace items if they are defective or damaged. A new order, at your expense, would need to be placed for an updated size.