FAQ
Frequently Asked Questions (FAQ)
How should I wash my printed garments? We use the latest direct-to-garment (DTG) printing technology for our apparel products, which requires special care during washing. To prolong the life of your custom print, we recommend machine washing cold, inside-out, on a gentle cycle with mild detergent and similar colors. Avoid using fabric softeners and bleach. Tumble dry on low heat or hang-dry for best results. Do not iron decoration, and do not dry clean.
What inks are you using for printing apparel? We use water-based, eco-friendly inks that are CPSIA compliant and Oeko-Tex™ certified. These inks provide a soft feel and durability, making our printed shirts just as durable as screen-printed ones.
How durable are DTG printed shirts compared to Screen Printed shirts? Our experience shows that DTG printed shirts are just as durable as screen-printed shirts, especially when following the recommended care instructions.
When is a white under base used? A white under base is not printed on white garments. It is used on other garment colors when a print file design includes the color white or if the design is lighter than the garment color.
What type of ink do you use? We use genuine Brother GT-3 water-based pigment inks, which are CPSIA compliant and Oeko-Tex™ certified, ensuring safety and environmental friendliness.
What technology is used to print on t-shirts (and any fabric product)? We use the Direct to Garment (DTG) method of printing, which allows us to create high-quality prints with photo-like detail. We also offer all-over printing and screen printing options.
Are you a Black Owned Business? Yes, we are proudly Black Woman Owned. Our CEO's name is Latoya Brown. You can find more information about us on our About Us page.
My order shows it is being returned to sender, what now? If your order is returned to us due to an undeliverable address or other reasons, we will contact you to determine how you would like to proceed. New shipping charges may apply for reshipping.
What if the product is damaged in the mail? If your product arrives damaged, please send a photo of the damaged item to info@chocolateancestor.com, and we will gladly send a replacement at no cost to you.
What if the order is lost in the mail? If your package is lost in transit, please contact us within 4 weeks of the estimated delivery date. We will cover the costs of reprinting and shipping a replacement order for you.
Why does my shirt have a vinegar smell? The vinegar-like smell or off-white residue on your new shirt is from the fixation agent used during the printing process. It is not permanent and will go away after one wash.
I haven't received my order, and it's been sooooooo looooong! Why? If you haven’t received your order within the expected timeframe, please check your tracking information first. If there are no updates or if you have other concerns, contact us within 10 business days in the USA or Canada, or within 15 days for international orders.
Tracking indicates my order was delivered, but it hasn’t been received. If your order is marked as delivered but you haven't received it, please verify the address and contact your local postal service for additional information. We are not responsible for packages not received after delivery confirmation.
The wrong address was entered for my order. What do I do? If you entered the wrong address and your order hasn't shipped yet, please contact us to update the address. If the order has already shipped, we can't change the address. You may need to pay for re-shipping if the order is returned to us due to an incorrect address.
Do you offer shipping with tracking? Yes, all our shipping methods come with tracking. Some local carriers may have different tracking quality.
Are the packaging materials recyclable? Yes, our packaging materials, including the poly bags, are recyclable and compliant with FDA and USDA standards.