Printing
What type of ink do you use?
DTG products
For DTG products, we use Kornit Water-based and NeoPigment inks that are Oeko-Tex™ certified, which means they are safe to print on children’s clothing and reduce environmental waste. These inks provide a high washing colorfast AATCC rating of 4.
Sublimation products
We use Mimaki Dye Sublimation Ink Sb411 and Sawgrass SubliJet HD ink for sublimation products. Both of these inks are Oeko-Tex™ certified. For some sublimation products, we also use MYSUBLI-E Sublimation Transfer Ink.
Phone cases
We use Mimaki UV Inkjet Ink Lus 120 ink for phone cases. This ink is GREENGUARD Gold certified, which means the ink meets the gold certification for building materials, finishes, and furnishings.
Posters
For posters, we use Epson UltraChrome GS3 ink. This ink is also GREENGUARD Gold certified.
Other non-apparel products
For mugs, we use Sawgrass SubliJet HD ink. For selected non-apparel products, stickers, and canvas, we use EPSON SC80610/80600 ink. For tumblers and water bottles, we use UV-DL Ink.
Can I print custom neck labels?
Yes, the cost of inside labels is €0.99 per shirt, while outside labels are €2.49 per shirt. For either type, the maximum print area is 3×3 inches.
What technology is used to print on t-shirts (and other fabric products)?
Our standard process is the Direct to Garment (DTG) method of printing. That means we can create photo-quality prints, the amount of colors used doesn’t affect pricing, and there aren’t any order minimums. We use Kornit printers for all DTG-printed garments.
Shipping
What’s the estimated delivery time, and how is it calculated?
BDM’s Estimated Delivery Time (EDT) represents our best prediction for when your order will arrive. We calculate EDT using a simple formula:
estimated fulfillment time + estimated shipping time = estimated delivery time
On average, order fulfillment takes 2–5 business days, depending on the production method.
To determine fulfillment time, we consider current order volume and our fulfillment capacity. Shipping time is based on historical data for your region.
Please note that the EDT is an estimate, not a guarantee. Orders may occasionally arrive later than expected due to factors such as:
- File issues with print or embroidery
- Product stock shortages
- Shipping delays, including failed delivery attempts, service disruptions, or severe weather
Despite these potential challenges, we strive to meet our delivery estimates for every order.
If your order has not arrived 5 business days after the EDT, please contact us via email or chat, and we’ll be happy to assist.
Can we deliver orders to a PO Box?
Typically only national postal operators (like the US Postal Service or Canada Post) are able to deliver orders to PO Boxes. Many of our products including framed posters and bulkier shipments are too large to be accepted by national postal operators, so we use commercial companies (like FedEx) to deliver these products that cannot deliver to PO Boxes. We suggest you use a physical address instead of a PO Box address to ensure smooth delivery.
My order shows it is being returned to sender, what now?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility. We would advise contacting your end customer to determine how they would like to proceed and 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 your customer, or had an incorrect address originally provided.
Why can’t I see any tracking info after my order has been shipped out?
It can take up to 48 hours for tracking info to show up in your carrier’s system. So, to minimize confusion, you should let your customers know this beforehand in your order confirmation email.
Note that for international shipments, tracking info might appear even later. It’s also the case for shipments coming from our Tijuana facility, as we first ship items to the US and sort them at our San Diego facility. So don’t worry, your shipment is still on track for its destination.
Is BDM available in all countries?
We don’t ship to some countries because of legal restrictions or shipping carrier limitations.
The list of restricted countries may change depending on world events, but for now, we don’t ship to the following destinations:
- Crimea, Luhansk, and Donetsk regions in Ukraine
- Russia
- Belarus
- The Gaza Strip region in Palestine
- Ecuador
- Cuba
- Iran
- Syria
- North Korea
Please note that Russia’s war in Ukraine severely limits shipping to Ukraine. For now, we’re only able to ship products fulfilled in our Latvian facilities.
Additionally, our shipping carriers have a list of countries where they temporarily don’t offer international shipping due to circumstances like natural disasters and other service disruptions. You can review the up-to-date information on the USPS homepage.
Please note that the list of countries where we or our shipping carriers don’t offer international shipping may change.
What should I do if it’s past the estimated delivery time and I still haven’t received my order?
If your order’s estimated delivery time has passed, here’s what you do:
- Wait a bit more. Unfortunately, shipments can get delayed for reasons we can’t predict. We understand it’s frustrating to deal with late shipments, but please remember that our estimated delivery time is just an estimate, not a guarantee.
- Reach out to the carrier. You can contact the carrier service directly to get information about your shipment.
- Get in touch with our customer support team. Let us know about your delayed shipment, and we’ll check the latest delivery updates. We may ask you to wait a few more days to receive the order. You can reach us via chat or send an email to [email protected].
If you still haven’t received any news about your shipment after completing all the steps mentioned above, please fill out a problem report. Submit your claim no later than 30 days after the estimated delivery date for packages lost in transit. Then, we’ll take a look, and if the fault is ours, we’ll reship your order at no expense to you.
We may ask for your help before doing that, like confirming that the shipping address is correct. You should also double-check whether your customer contacted their local post office to locate the lost order.
Remember that we can’t reship an order if tracking information states it was delivered, but you did not receive it.
Why does shipping cost more for select European countries?
hipping costs are subject to factors like deliverability and industry trade organizations. Shipping rates for destinations in mountainous or remote locations will be higher than for destinations that are easier to access. Similarly, shipping rates for countries that take part in specific industry trade organizations, like the EFTA, will also be higher.
Currently, these European countries have separate shipping rates:
- Iceland
- Liechtenstein
- Norway
- Switzerland*
*This list may expand to include other countries over time.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We’ll cover the costs of reprinting and shipping a replacement order for you.
We may ask for your help before doing that, like confirming with your customer that the shipping address was correct. It would also be good to double-check that your customer got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but your customer thinks they 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.
What if the order is lost in the mail?
If something arrives damaged, send a photo of the damaged goods to [email protected]. Keep in mind that the whole item should be visible in the image. We’ll take a look and get in touch with you about the next steps.
Fulfilment
How long does fulfillment take?
Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days, and it’s 2–5 business days for all production techniques.
97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer.
Please note:
- Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
- The fulfillment averages you see in our catalog are calculated based on our fulfillment data for each product within the time frame of 30 days.
- Our fulfillment averages don’t account for the time an order might be put on hold.
- Fulfillment for large orders may take longer on average, but it’ll still be fulfilled within 5 business days.
Where are the European fulfilment centres located?
BDM operates fulfillment centers in Spain, Latvia, and the UK to efficiently serve our European customers.
Spain:
Our Barcelona fulfillment center, located at Travessía Prat de la Riba, 91-95, primarily serves the Western European market.
Latvia:
We have two fulfillment centers strategically located near Riga International Airport and close to our shipping partners.
Facility 1: Located at Lidostas parks, Marupes novads, LV-2167, this center handles apparel fulfillment and provides warehousing services for pack-ins.
Facility 2: Located at Plienciema iela 5, Marupe, Marupes novads, LV-2167, this center focuses on non-apparel product fulfillment and also offers warehousing services for products and pack-ins.
The UK:
Our Birmingham fulfillment center, located at Antar 2, Headway Road, Wolverhampton, West Midlands, WV10 6PZ, serves customers throughout the UK.
Packaging
How are your products packaged for shipment?
As a standard practice, all BDM products are packaged using paper or plastic mailers or cardboard boxes. Depending on local supply availability, packaging materials can be recycled, partially recycled, or made from virgin materials. To protect products from damage, we may use clear mailers, tissue paper, foam pouches, or bubble wrap.
Our most commonly used packaging is a post-consumer recycled (PCR) plastic mailer. For multi-item orders, each product is placed in a separate transparent polymer bag before being packed together in a PCR polymer mailer.
PCR plastics are made from everyday recycled items such as plastic bags and bottles. The majority of our PCR plastics come from recycled shopping bags and wrapping films.
The percentage of PCR content varies by fulfillment location, but our outer poly mailer bags (white or grey) contain at least 50% PCR material, while the inner clear bags used for multi-item shipments contain at least 30%.
As of May 2022, we have begun gradually transitioning to packaging made from 90%–100% PCR plastic for apparel products in our North American facilities. You can learn more about these improved packaging options here.
Below is a breakdown of our packaging by product category:
Apparel and Textile Products
Textile items, including clothing, towels, blankets, and pillowcases, are typically packaged in post-consumer recycled (PCR) polymer mailers. For multi-item orders, each product is individually bagged in clear polymer before being placed together in a PCR mailer.
In Australia, we use compostable eco mailers for all apparel orders, which include the supplier’s name and composting instructions.
For orders fulfilled in our partner facilities in Japan and China, apparel is packaged in plastic mailers.
Hats
Structured hats are shipped in corrugated cardboard boxes to protect their shape, while beanies are packaged in post-consumer recycled (PCR) polymer mailers like other apparel items.
Home & Living Products
Most sublimated home textile items are packaged in PCR polymer mailers. Larger items or multi-item orders are shipped in cardboard boxes.
Drinkware, including mugs, water bottles, and tumblers, along with beauty products like body washes and lotions, are all packaged in cardboard boxes. Jigsaw puzzles are also protected by recycled cardboard packaging.
Stationery
We use kraft envelopes or resealable plastic bags with stay-flat inserts for packaging stickers, depending on the location. Greeting cards and postcards are typically packaged in kraft envelopes.
Journals are shipped in flat paper mailers, while notebooks and calendars are packed in cardboard boxes for added protection.
Wall Art
Canvases and framed posters are shipped in cardboard boxes with dimensions ranging from 12 × 18 × 2 inches to 28 × 38 × 6 inches. Framed posters are wrapped in tissue paper to prevent scratches, followed by a layer of adhesive bubble wrap or foam pouches for extra protection.
Posters are delivered in triangular kraft boxes to avoid using plastic caps, and stay-flat envelopes are used for smaller posters (e.g., 8 × 10 inches). In Australia, posters are packaged in cylindrical cardboard tubes.
Other Home Décor
BDM offers various home décor items and small accessories fulfilled by our trusted partners worldwide. Larger products like metal prints are packaged in cardboard boxes, while smaller items like pin buttons and magnets are sent in paper mailers.
Tech Accessories
Most phone cases are packed in paper mailers across our facilities. Our partners in Japan use a mix of plastic bags and padded paper envelopes for phone case packaging.
AirPods® cases are shipped in padded paper mailers with an additional protective polypropylene pouch inside.
Gaming mouse pads are carefully packed in corrugated cardboard boxes to ensure safe delivery.
Are the packaging materials recyclable?
Depending on the product type and fulfillment location, your products are packaged in post-consumer-recycled (PCR) plastic mailers, kraft mailers, or cardboard boxes.
Our PCR plastic mailers are made from low-density polyethylene (LDPE), categorized as number 4-coded plastic. This material is recyclable, but number 4-coded plastic doesn’t usually belong in an everyday recycling bin. Typically, it has to be recycled at designated drop-off points.
We suggest contacting your local waste management service provider and asking for instructions on sorting 4-coded plastic.
Kraft mailers and cardboard boxes are also recyclable and can be sorted in the paper recycling bins.
Remember!
It’s always good practice to research what kind of materials belong in your recycling bins. If you recycle the wrong material, it can contaminate the entire batch.
Orders & Returns
How can I return a product?
We make returns easy! Every order comes with a pre-paid return shipping label, so if you’re not satisfied with your product or need to make a return, simply use the label provided. Package the item securely, attach the label, and drop it off at your nearest shipping location.
What is the return window for products?
You can return any product within 30 days of receiving your order. Just ensure that the item is in its original condition, unworn, and unused. Once we receive the returned item, we will process your refund or exchange promptly.
How long does it take to process a return?
Once your return is received at our fulfillment center, we will process it within 5–7 business days. You will receive a confirmation email once your return has been processed and your refund or exchange is on its way.
Do I need to pay for return shipping?
No, return shipping is on us! We include a pre-paid return shipping label with every order, so you won’t incur any additional costs when sending an item back to us.
Can I exchange an item instead of returning it?
Absolutely! If you prefer to exchange your item for a different size, color, or product, simply follow the return process and indicate that you’d like an exchange. Use the provided return shipping label, and we’ll send your replacement as soon as we receive the original item.
Payment
What Payment Methods Are Accepted?
We currently accept major credit and debit cards through Stripe, a secure and trusted payment gateway. For those who prefer, we also offer payments via PayPal. Additionally, we are working on integrating Klarna into our webshop to provide even more flexible payment options soon.
Is my payment information secure?
Yes, your payment information is completely secure. We use Stripe for card payments, which encrypts your card data to ensure a safe and protected transaction. If you choose PayPal, your payment is also protected by their industry-leading security features.
Can I use PayPal to pay for my order?
Absolutely! We offer PayPal as a payment option for your convenience. Simply select PayPal during checkout, and you will be redirected to their platform to complete your purchase securely.
When will Klarna be available?
We’re excited to announce that we’re in the process of integrating Klarna into our webshop. Once available, you’ll be able to shop now and pay later with more flexible payment options. Stay tuned for updates on this feature!
Why was my payment declined?
There are several reasons why a payment might be declined, such as incorrect card details, insufficient funds, or issues with the payment provider. If this happens, please double-check your information and try again. If the issue persists, contact your bank or payment provider for more information, or try using an alternative payment method like PayPal.