General Information

1. What is Purveil and what products do you offer?

   • Purveil is an online store based in Canada that offers print and embroidery on clothing and accessories. We specialize in custom hoodies and other apparel items.

2. How can I create an account on Purveil?

   • To create an account, visit our website and click on the "Sign Up" button. Follow the instructions to complete the registration process.

3. How do I track my order?

   • You can track your order by using the tracking number provided in your shipping confirmation email.

4. What payment methods are accepted, and is it safe to use my credit/debit card on your website?

   • We accept various payment methods, including major credit and debit cards. It is safe to use your credit/debit card on our website as we use secure encryption to protect your information.

5. Do you offer gift cards?

   • Please contact us at contact@purveil.com for information regarding gift cards.

6. Can I modify or cancel my order after it has been placed?

   • Once an order is placed, it cannot be modified. For cancellation requests, please contact us as soon as possible at contact@purveil.com.

Shipping Information

1. What are your shipping options and delivery times?

   • We offer standard and express shipping options. Delivery times vary: standard shipping typically takes over 30 days, and express shipping takes over 18 days.

2. Do you offer international shipping?

   • Yes, we offer international shipping. Please refer to our shipping policy for countries we do not ship to.

3. How can I qualify for free shipping?

   • Please check our website or contact us at contact@purveil.com for information on current free shipping promotions.

4. Can I change my shipping address after placing an order?

   • Changes to the shipping address may not be possible once the order is placed. Contact us at contact@purveil.com for assistance.

5. How do I know if my area is considered remote for shipping purposes?

   • You can check if your address is considered remote by visiting the shipping company's official website or contacting us at contact@purveil.com.

6. What should I do if my package is lost during shipping or if the tracking information doesn’t update?

   • If your package is lost or the tracking information doesn't update, contact us at contact@purveil.com. We will offer a replacement or full refund if standard shipping exceeds 30 days or express shipping exceeds 18 days.

7. What if the tracking information shows delivered but I never received the package?

   • Please forward the proof email from the local carrier to contact@purveil.com and report it within 15 days.

8. What happens if my package cannot be delivered due to an incorrect or incomplete address?

   • If the package cannot be delivered due to incorrect or incomplete recipient information provided by the customer, we cannot issue a refund.

9. What if I am not home when the delivery is attempted or there are too many failed delivery attempts?

   • Unfortunately, we cannot issue a refund if the delivery fails due to the customer not being home or too many failed delivery attempts.

10. What happens if my package is held up in customs clearance or there are shipping disruptions caused by external factors like political unrest or natural disasters?

    • We are not liable for delays or issues caused by customs clearance, political unrest, natural disasters, or similar factors.

11. How do hot-sell seasons affect shipping times and costs?

    • During hot-sell seasons (e.g., Black Friday, Cyber Monday, Christmas), shipping times may be longer and costs may increase due to high volume. We will notify you on our website and via email.

12. Can I get a refund if my package is shipped to specific countries?

    • We do not refund packages shipped to certain countries. Please check our shipping policy for the list of these countries.

13. Which countries do you not ship to?

    • We cannot ship to Saint Kitts and Nevis, Antigua and Barbuda, Toroke, French Polynesia, Western Sahara, Palestine, India, Macedonia, Montenegro, Eritrea, Congo (Kinshasa), Svalbard (Norway), Tokelau, Zanzibar (Tanzania), Bouvet Island (Norway), British Indian Ocean Territory, French Southern and Antarctic Territories, Heard Island and McDonald Islands (Australia), Åland Islands, and Saint Barthelemy (France).

Product Information

1. How can I find the right size for me, and are there size charts available for all products?

   • We provide accurate sizing charts on each of our product specifications pages to help you find the right size.

2. Can I customize the products?

   • Yes, you can customize our products. Please ensure that your designs meet our specifications to avoid any issues.

3. What materials are used in your products?

   • Our products are made from high-quality materials. For specific information, please refer to the product description on our website.

4. How should I care for my custom-printed items?

   • Follow the care instructions provided with your item to ensure its longevity.

Returns and Refunds

1. What is your refund policy?

   • Refund and exchange claims are accepted within 15 days after receiving an order. Contact us at contact@purveil.com for assistance.

2. How do I return an item, and do you cover the shipping costs for returns?

   • Contact us at contact@purveil.com to initiate a return. We do not cover the shipping costs for returns unless the item is damaged, defective, or incorrect.

3. What should I do if I received a damaged or defective product?

   • Email us at contact@purveil.com with an explanation and a photo of the issue. We will offer a replacement or full refund.

4. What if I received the wrong product or there are missing items in my order?

   • Email us at contact@purveil.com with your order number, a photo of what was ordered, and a photo of what was received. We will offer a replacement or full refund.

5. What if the printed design on my item differs from the artwork?

   • Email us at contact@purveil.com with a photo showing the issue. We will offer a replacement or full refund if the design differs substantially from the artwork.

6. Can I exchange an item for a different size or color, and are there any restrictions on size exchanges?

   • We offer a one-time free size exchange for clothing if requested within 7 days of receiving the order. Size exchange requests differing by more than 2 sizes from the original order will not be eligible. Free exchanges are not available for bulk orders.

7. What if I want to return a bulk order?

   • Our return policy for bulk orders differs. Please contact us at contact@purveil.com for more information.

8. What should I do if my order is seized by customs due to copyright and trademark claims?

   • Monetary losses from orders seized by customs are the responsibility of the seller. Ensure you hold the rights to reproduce any designs you upload.

9. What are the responsibilities of the seller regarding design uploads?

   • By uploading designs, you agree that you hold the rights to reproduce the design and release Purveil from any claims resulting from property right infringements. We are not obligated to check the legal use of designs.

Account Management

1. How do I reset my password?

   • To reset your password, click on the "Forgot Password" link on the login page and follow the instructions.

2. How can I update my account information?

   • Log in to your account and go to the account settings page to update your information.

3. What should I do if I have trouble logging into my account?

   • If you're having trouble logging in, try resetting your password. If the issue persists, contact us at contact@purveil.com for assistance.

Promotions and Discounts

1. How can I find out about your latest promotions and discounts?

   • Check our website and subscribe to our newsletter for updates on promotions and discounts.

2. Can I use multiple discount codes on a single order?

   • Typically, only one discount code can be used per order. Please refer to the specific terms of each promotion.

3. Do you offer discounts for bulk orders?

   • Yes, we offer discounts for bulk orders. Contact us at contact@purveil.com for more information.

4. How do I apply a discount code to my order?

   • Enter the discount code at checkout in the designated field to apply it to your order.

Customer Service

1. How can I contact customer service, and what are your customer service hours?

   • You can contact us at contact@purveil.com or call us at +1 ‪(804) 313-9020‬. Our customer service hours are listed on our website.

2. How quickly can I expect a response from customer service?

   • We strive to respond to all inquiries within 24-48 hours.

3. Can I provide feedback or make a complaint about my experience?

   • Yes, we welcome your feedback. Please contact us at contact@purveil.com to share your experience.

Contact Information

1. How can I contact Purveil, and where is Purveil located?
   • You can contact us at contact@purveil.com or call us at +1 ‪(804) 313-9020‬.

Feel free to reach out to us at contact@purveil.com if you have any additional questions or need further assistance.