Custom Design FAQ

How do I request one of your designs for my school? 

You can read the guidelines for that process and place that request here. Just one request per design is needed: https://rusticgracecompany.com/products/mock-up-design-request

How do I request a design that I do not see on your website? 

We will not copy another artist’s design, however, we can create something similar for you and/or make your vision come to life. Please email us at rusticgraceco@gmail.com to discuss design specifics prior to placing your mock up request as we do not offer refunds, only store credit. Note, mock ups are provided for occupation, sports and school related designs only. We do not offer custom designs for private businesses, clubs, etc. 

The customization options on my confirmation email are incorrect. Is my order wrong?

When our system sends confirmation emails, it typically takes the first customization option and copies is over to subsequent line items that also have a customization. We have been unable to resolve this issue. Not to worry. Your custom name transfers will not have the same name on all of them if you didn't request it like that. Your requested customization for each line item will be listed under that copied customization.

I have a design file already. Can you print transfers for me? 

We do not accept premade or pre purchased design files. 

What is a mock up? 

A mock-up is an image, JPG file, of your design specifics rendered on a t- shirt, so you can gauge interest from your customers, advertise, and/or submit to your board/association for approval. Mock-ups are NOT transfers and do not come with transfers nor are they digital files of your design. 

What file format do you need for my mock up request? 

We require high resolution (minimum 3,000 pixels x 3,000 pixels), true PNG files with transparent backgrounds or SVG files. JPG files, screenshots, PNG files without transparent backgrounds will not be of use for your design. If no appropriate mascot image is provided, your design will not include a mascot at all. We will not pull files from a search engine to fulfill your request. We recommend you contact your local ISD office for these files. 

I don’t need a mock up, can I just order transfers? 

Due to the high volume of custom requests, mock-ups are REQUIRED for any customization not readily available on our website prior to ordering transfers. This ensures that the company and the customer are in agreement on design specifics and the product received is the specific product requested.

How do I order transfers of my mock-up? 

Once your mock up design is complete, it will be delivered via email to the email address provided on the mock-up request form along with a link to purchase transfers in all available sizes that specific design is able to cut. 

I paid for the design, why does it go onto your website where other people can order it?

The mock-up request and associated fee are compensation for our time to design this specific request for you and provide you with an image you can use to gauge interest from your customers, advertise, and/or submit to your board/association for approval. The associated $10 fee is refunded back to you after your MOQ purchase has been made via discount code toward your next order. The mock-up fee does not include rights or exclusivity to a specific design file.

I’ve received my mock up but I would like to change something. How do I request that?

Simply use the reply feature on your mock-up delivery email to request that modification. One design adjustment is included in your mock up fee after receiving the initial design. Subsequent changes will incur a $5 fee per change. When a change is requested, the design will go back in our cue. The average turnaround time for mock-up revisions is 7 business (Monday-Friday) days. You may not keep/order both files. Once a revision is requested, the other file is deleted entirely and unavailable for purchase. Secondary revisions and mock up t shirt color revisions are non refundable. 

I placed a mock up but then found what I wanted on your website. Can I cancel my request? 

If the mockup request is submitted incorrectly, or a mock up is requested for a readily available design, the mockup request will be canceled and the mockup fee will be given back to you via a discount code for it to be re submitted correctly less a $3 processing fee. NO REFUNDS in the form of original payment will be given for incorrect submission of a mockup request.

Is there a minimum amount of transfers I have to buy?

A MOQ (minimum order quantity) of 10 Adult HTV transfers is required to receive your mock-up fee back via a credit code. You must purchase 10 adult HTV transfers per mockup design on your first order following your mock-up delivery. Orders cannot be split. For example: With 4 on one order and 6 on another order.

My transfer colors aren’t exactly like my mock up colors. Why is it like that?

Mock-ups are computer generated images. Not actual prints. Colors will never match exactly from a computer image to an actual printed transfer. When looking at your mock up, we recommend that you use a calibrated monitor to get a more accurate depiction of your design colors. Devices/monitor calibration varies greatly across the board. Your transfers will, however, print exactly as it was designed on our computer. We do not alter colors or design files between your approval and production. 

How do I get my $10 credit code?

Once your MOQ order has been placed, email/,message us with your mock-up order number AND your MOQ transfer order number. We will then review your purchase. If the purchase meets the required minimum, you will receive a one time discount code of $10, per mock-up request, to be used on anything on our website on your next order. It is your responsibility to contact us to review your order. Mock-up credit codes will not be delivered automatically, can not be acquired prior to your MOQ purchase, and can not be retro applied to a previously placed order. Please note, if you received free shipping on your order because of your mock up request, that mock-up fee will be forfeited for shipping costs. Free shipping is only valid towards a minimum of $100 in transfers to be shipped.