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FAQ

How should I wash my printed garments?

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print. 

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.


Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric

What inks are you using for printing apparel?

Our apparel is created with the latest in garment printing technology. In addition, our inks are water based and eco-friendly. This makes the feel much softer than traditional screen printed shirts, but just as durable. 

We’re using CPSIA (Consumer Product Safety Improvement Act) compliant inks, which are required when printing on children's wear 12 and below.

How durable are DTG printed shirts compared to Screen Printed shirts?

Our experience shows us that DTG printed shirts are just as durable as screen printed shirts when it comes to washability.

When is a white under base used?

White under base isn't printed on white garments. Because under base is white ink, it'll print on other garment colors when a print file design includes the color white.

It may also be used if the print file design doesn't include the color white, but is generally lighter than the garment color. Depending on the design, white under base may not be printed on all garment colors.

What type of ink do you use?

We use genuine Brother GT-3, water based pigment inks. GT-3 inks are CPSIA compliant and Oeko-Tex™ certified, which means they are safe to print on youth/children’s clothing and reduce environmental waste. Also, GT-3 inks provide a high washing colorfast AATCC rating of 4.

What technology is used to print on t-shirts (and any fabric product)?

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 and Brother printers for all DTG printed garments. We also have all-over-printing and screen printing options. 

Are you a Black Owned Business?

Yes we are Black Woman Owned, our owner and CEO's name is Latoya Brown. Check out our About Us page.

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 the customer. We will receive notice once the order arrives back to our fulfillment facility. Once received we will contact the customer to determine how they would like to proceed 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 the customer, or had an incorrect address originally provided.

What if the product is damaged in the mail?

We ask for photo verification of the damaged goods sent to info@chocolateancestor.com, then we'll gladly send a replacement at no cost to you.

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the ship date. But no worries! If claims are submitted within the 4 week time frame 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 that the shipping address was correct. It would also be good to double check with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but  you think you 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.

Why does my shirt have a vinegar smell?

When unpacking a new shirt or hoodie with a direct-to-garment (DTG) print, you might notice a vinegar-like smell or an off-white residue. Don't worry, that's not unusual - it's from a fixation agent applied during the printing process and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It helps the ink bond with the fabric, and without it, the ink would flake off the garment.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash. If the discoloration is noticeable, the quality control team will include a card explaining that it's from the fixation agent. Here's how it looks:

I haven't received my order, and it's been sooooooo looooong! Why?

First step; if you have a tracking number, have you checked it? Make sure you check tracking information out before contacting us, you may find your answer, as we have automated emails providing tracking notifications.

Let us know within 10 business days of the ship date if you haven’t received your package in the USA or Canada. If the package was going to an international destination, please contact us within 15 days from the ship date, so we can best advise you based on the destination.

Investigating a lost package can take 5-10 business days.

Tracking indicates my order was delivered, but it hasn’t been received.

Please verify that the address entered for the order is correct, and contact your local postal service as they may have additional delivery information available. The item may have been left for pick up at the post office.

Once the order has been transferred over to the shipping service it is their responsibility. Chocolate Ancestor is not responsible for packages not received, that are marked as delivered at the address entered on the order.

I received my tracking number, but when I check it, there are no updates. Why?

Please allow 24-48 hours for tracking to update after you receive your shipping notification. If you see no movement after that, please contact us at info@chocolateancestor.com with your order number and we'll look into it for you!

The wrong address was entered for my order. What do I do?

If your order hasn’t shipped, no problem! Please send the correct address and order number to info@chocolateancestor.com and we’ll update the order for you!

If the wrong address was entered and the order has already shipped, we can’t change the address or redirect the package. Undeliverable orders will be returned to us. You will be notified when we have received the order back. You must then confirm the correct shipping address and the re-shipping fee will be applied at your expense. Once the re-shipping fee has been paid, we’ll resend the order and you’ll receive a new tracking number, if applicable.

Do you offer shipping with tracking?

Are the packaging materials recyclable?