Customer Care

1. Shipping Origin

All orders ship from Guangdong, China and pass through our shipping and fulfillment facilities in Shenzhen and Hong Kong before being dispatched to their final destination. Our team handles quality inspection, packing, and carrier handoff at these facilities.

2. Production & Fulfillment Time

Once your order is confirmed and payment is received, production typically takes 7 to 9 business days, covering manufacturing, quality inspection, and preparation for shipment. For orders that include custom labels, an additional 1 to 2 business days may be required. Production time begins after all required artwork and files have been reviewed and approved. You will receive a notification with tracking information when your order ships.

3. Shipping & Transit Times

Shipping time is separate from production time and depends on the shipping method selected at checkout. Estimated delivery windows are provided at checkout and reflect transit time only. The following are typical transit time ranges by shipping method:

• Samples: 7 to 14 business days
• Air express, small orders: 5 to 7 business days
• Air express, large orders: 5 to 9 business days
• Air freight, large orders: 12 to 14 business days
• Sea freight, fast: 30 to 35 business days
• Sea freight, standard: 42 to 54 business days

4. Customs & Duties

Some shipments may be subject to import duties, taxes, or customs fees depending on the destination country. Most of our shipping options are Delivered Duty Paid (DDP), meaning duties are included and handled on our end. Some methods are shipped Delivered Duty Unpaid (DDU), meaning import duties and taxes are the responsibility of the recipient. The duty status for your selected shipping method is indicated at checkout, and Garment System is not responsible for delays caused by customs processing or for duties levied by local authorities on DDU shipments.

5. Order Acceptance

We do our best to fulfill every order placed through our platform. That said, our website reflects our typical production capabilities and may not capture every technical constraint, material limitation, or capacity boundary at a given time. In rare cases, we may need to decline or cancel an order we are unable to fulfill as specified. If that happens, we will notify you promptly and issue a full refund for any amounts paid. If you have a specific request or are unsure whether something falls within our capabilities, we encourage you to reach out at info@garmentsystem.com before placing your order.

6. Returns & Exchanges

We do not accept returns or exchanges. All orders are made to order and produced specifically for your specifications, with garments, quantities, colors, sizes, and artwork confirmed at the time of order. We encourage you to review all details carefully before confirming. If you are unsure about a product, ordering a sample is the best way to evaluate fit, fabric, and quality before placing a full production order.

7. Missing or Wrong Items

If you receive an incorrect item or if items are missing from your order, contact us at info@garmentsystem.com with your order number and a description of the issue. We will verify your order against what was shipped and send the correct or missing items as soon as possible. You do not need to return the incorrectly shipped items.

8. Order Issues & Quality Concerns

If you experience any issue with your order, including quality concerns, damaged packaging, or incorrect specifications, email us at info@garmentsystem.com with your order number, a description of the issue, and photos if applicable. We take quality seriously and will work with you to determine the best resolution as quickly as possible.

9. Contact Us

For any questions about your order, shipment, or any other concern, contact Garment System Inc. at info@garmentsystem.com or 424E-350 rue de Louvain Ouest, Montreal, Quebec, Canada H2N 2E8. We aim to respond to all inquiries within one business day.