Last updated: 24/10/2025

Welcome to The Craft City FAQ page.
Below are the most common questions customers ask about our products, ordering process, shipping, returns, and support.
If you need additional assistance, feel free to contact us anytime at support@thecraftcity.com.

1. About Our Products

Are your products made-to-order?

Yes. All apparel is produced after the customer places an order. This helps ensure fresh printing quality, accurate craftsmanship, and reduced waste.

Where are the items manufactured?

Every product is designed, printed, and produced in our workshop located in Thai Binh, Vietnam.

What types of apparel do you offer?

We offer T-shirts, hoodies, sweatshirts, long-sleeves, and other custom-designed clothing items.

2. Ordering

How do I place an order?

Simply choose the product, select size and color (if applicable), add it to your cart, and proceed to checkout.

Can I modify or cancel my order?

We begin processing orders as soon as they are placed. If you need to cancel or modify your order, please contact us within 4 hours of purchase.

Which payment methods do you accept?

We accept PayPal for secure payments.

3. Shipping

Where do you ship from?

Orders are shipped from our production studio in Vietnam.

Do you ship to the United States?

Yes. We ship to all U.S. states using USPS.

How long does shipping take?

  • Processing time: 2–4 business days
  • Delivery to the U.S.: 7–12 business days

Times may vary slightly based on USPS or holiday schedules.

How much does shipping cost?

  • Standard Shipping: $5.99
  • Express Shipping: $15.99
  • Free Shipping on orders over $85

Will I receive a tracking number?

Yes. A USPS tracking number will be emailed to you as soon as the package is shipped.

4. Returns

Do you accept returns?

Yes. Returns are accepted for:

  • Damaged items
  • Incorrect items
  • Wrong size sent (if the error is on our side)

Full details are available on our Returns Policy page.

Where should I send returned items?

Returns should be mailed to our Vietnam facility:

The Craft City
Tổ 7, Khu Đô Thị TNR Đông Mỹ
Thành Phố Thái Bình
Tỉnh Thái Bình
Việt Nam

5. Refunds

When can I get a refund?

Refunds may be issued if:

  • The product arrives defective
  • The wrong item was sent
  • The wrong size was sent (our mistake)

How are refunds processed?

All refunds are issued through PayPal.
Refund requests are reviewed within 1–2 business days.

Do I need to return the product?

Sometimes yes, depending on the case. If a return is required, our support team will notify you by email.

6. Sizing

How do I choose the right size?

Each product page includes a detailed size chart. We recommend measuring a similar garment at home and comparing it to our chart.

What if I ordered the wrong size?

If the wrong size was selected by the customer, the item cannot be returned or refunded.
If we sent the wrong size, we will replace or refund it.

7. Customer Support

How can I contact you?

You can reach us at:

We typically respond within 24–48 business hours.

What if I have a problem with my order?

Please email us with:

  • Order number
  • Description of the issue
  • Clear photos (if applicable)

Our team will review and assist as quickly as possible.

8. Policies

Where can I read your full policies?

Our policies are available at:

Each policy is written clearly to help customers understand how our service works.