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Frequently Asked Questions - FAQ


This FAQ contains questions regularly asked by customers about ordering, customizing, shipping and so on. If you are not able to find the answer to your question here, please do get in touch with us via Live Chat or Email and we'll respond as soon as possible.

General
You can get in touch with us via live chat, phone at +9714 3688 911 or email at info@inkmash.com
We are located in Jumeirah Lakes Towers (JLT) - Mazaya Business Avenue Tower AA1, Office 1607. [Google Maps Link]
We are open Sunday - Thursday from 9am to 6:30pm
Yes we do! This way we have full control over the printing process as well as the quality - and we can offer great prices across our entire product range.
Placing an Order
You can place an order by choosing the product you would like to customize via the CREATE menu, such as a t-shirt or a mug, and then clicking the ‘Customize’ button once the specific product is selected. You will then be directed to a design tool where you can add text, upload photos and place them exactly as you like on the product.

You can also choose from pre-designed products from our SHOP menu.

Once complete you can choose the sizes if applicable and add to cart. Once you are done creating all the items and adding them to the cart, you can then click check out, enter your details and complete your order.
Once you choose a product that you would like to customize from the ‘Create’ menu, you will see a ‘Customize’ button inside the product page. Once you click this button it will take you to the design tool where you can upload your own photos or add any text you like.
Nope! All products that you see available for purchase or customizing on the website have no minimum order quantity. You can get just one! We do have minimums for some products shown on our bulk order pages such as USBs and Pens. Get in touch to learn more.
The prices shown for each product is the price for the product including printing. For products with multiple sides such as t-shirts and hoodies, the price is inclusive of one side of printing. In the design tool, as you add text or photos to each side of the product, the price will update in real-time and show you the breakdown of how it is calculated within the design tool itself.
Each product page has a description of the product which describes its materials and other relevant details.
On each product page, at the bottom there will be a size chart which you can use as a reference when deciding what size t-shirt, hoodie, flip-flops or other product you would like.
We offer embroidery and 3D embroidery on Caps only at this time. However for bulk orders of 10pcs or more we can do embroidery on Apparel items as well.
Yes! We can print on the sleeves of most of our apparel products.
Yes we can in most cases. It depends on the material of the garment that you bring but anything cotton, polyester or even most blends are fine and we can print on them. Note that some designs have restrictions in terms of colors and printing methods so we will be able to assess this when you come by. We recommend that you send across the design before-hand via email so that we can check it for you and also open it up easily once you come into the office. If your design(s) are confidential, feel free to bring them with you on USB.
We accept all major debit & credit cards via our online secure Payment Gateway. We also accept payments via PayPal.

We offer Cash on Delivery or Cash on Pickup for our UAE customers placing orders of AED 500 or below. For larger orders (AED 500 and above) we can also accept payment via Bank Transfer or Cheque.
If you have just placed your order within the last couple of hours you can cancel it by either canceling it from your account dashboard, giving us a call at 04-3688911 during working hours, or sending us an email to sales@inkmash.com. If it has been longer than a few hours, you can still request to cancel and if it has not yet been processed we will cancel it and fully refund any payments made.
Creating a Design or Customized Product
Not at all! We have an easy-to-use designer tool that has all the tools necessary for you to be able to create your design. You can add text, change font and colors as you would on any document and also upload your own photos from your hard drive or from Facebook/Instagram.

We understand that sometimes there are things you want on your design that you cannot figure out how to do on the design tool, in that case just get in touch with us and we’ll be more than happy to help you with your design :-)
In the design tool, if you wish to change the color of your item you may have to click on the ‘Products’ tab.  Click load more to show all colours available and then select the color you like. The images on the design tool will change to reflect the new product color chosen.
Yes! We can print it for you :) You can also upload your photos from your facebook and instagram account, you just have to link it with your account on InkMASH within the design tool.
You may upload any image file as long as it is in high resolution. If you are unsure about it, not to worry! You can still upload it and the design team will always check if there are any issues with the image resolution or clarity and in-case there is they will get in touch with you before printing your order.
We can print A3 size or bigger on most products, however depending on the product chosen and the design, in some cases we are restricted to A4 size printing. You can make the design in the size that you like and if there is any issue the printing team will get in touch with you before processing your order.
We can print as many colors as you like but it also depends on the product we are printing on and artwork. You can in touch with us via live chat, phone or email if you would like us to check for you
We have a variety of printing methods available to us such as Heat Transfer, Sublimation, DTG (Direct-to-garment). Usually we choose the optimum printing method for the best quality/durability based on the design that needs to be printed. Each printing method has pros and cons and have their own limitations, but luckily our experienced print team will be able to identify the best option for your order. You can also learn more here: http://www.inkmash.com/printing-methods

If you need some more information or have a preference for a particular printing method, you can always specify this in the notes of your order and our print team will take it into consideration.
Yes! Before checking out, you will be asked what size and quantity you would like. If you have already placed an order and it is not yet being processed, you may give us a call to change the size of your item.
If you are unsure if your placement of the design is correct, you can always leave a note for our print team to see and ask them to make any adjustments based on their professional opinion if necessary. If they have any doubts they will get in touch with you before printing your order. You can also get in touch or give us a call before placing the order to answer any of your questions related to design positioning and we’ll be happy to help!
After-Sales Queries & Support
Once an order is placed, our print team reviews it within 24 hours to ensure everything is good to go! They check the design and any uploaded images and also ensures we have the stock available for your order. Should there be any doubts or issues, they will get in touch with you right away via email or phone before processing your order.

In most cases, orders are checked and go smoothly into our production queue where it gets printed and shipped to you.
Each t-shirt and apparel product comes with washing instructions on the label which you can follow. The general rule is to avoid ironing over prints, iron inside-out, wash cold or warm, not hot and do not use bleach.
As long as you follow the washing instructions on the label of your garment, the ink will not wash off.
Yes you may! If you have saved your design in your account, you can open up another product in the design tool and add your saved design to that product. If you want to re-order a previously made order on the same products or different ones, you can always get in touch with us and let us know the order number. We save all designs from previous orders up to 2 years so we can definitely reprint an old order for you on any product you like.
Pricing
Yes we do! When ordering any 5 products or more you will automatically get a discount added onto your shopping cart. The more products you order, the higher the discount goes, starting at just 5 pieces. The next discount increment comes at 10 pieces or more and so on.
For a quote for a bulk order or an order of 5pcs or more, you can send us an email together with the artwork and product details (color ,sizes) that you would like to sales@inkmash.com. Our team will get back to you asap with a quote and a mockup as well if required.
Our printing only charge is usually AED 45 for one side and AED 60 for two side printing + VAT. This can vary depending on the quantity you need printed and the size of the design to be printed. Other products may have other printing-only charges. Check with our team at info@inkmash.com if you have any further questions.
Shipping and Returns
As soon as your order is shipped, you will receive an email which includes the Tracking Number or Airway Bill Number. Usually we ship via Aramex, so you can enter this airwaybill number on the Aramex website (www.aramex.com) and track your order.
We take on average 2 working days to process your order, print it and ship it out. For our UAE customers, allow an extra day for shipping. We also offer Click & Collect option whereby you can collect your order from our office. In this case on special request we can keep orders ready within 1 working day wherever possible.
Our shipping costs within UAE are AED 15 + VAT only. For orders above AED 200 shipping is on us! For GCC shipping rates vary from AED 25 to AED 35. For other parts of the Middle East and rest of the world shipping rates vary. You can estimate shipping rates to your country on the shopping cart by using the Shipping Rate Estimator on the right side of the cart.
Almost all of our orders are shipped via our courier partners Aramex
Yes we do! Get in touch with us at sales@inkmash.com with details on what you are looking for and we’ll be happy to assist you.
Please refer to our Return Policy which has all the guidance for how to handle returns. Should you need any further assistance please give us a call or contact us via Live Chat or Email.
Yes you may request for a replacement or exchange if it qualifies as per our Return Policy.
Once the refund request and any associated investigation is complete, we will refund the amount as soon as possible (usually within 1-2 working days) via the same mode of payment.
We do our best to make sure all of the products we ship out are of top quality and accurate based on what our customers have requested. However if for any reason you are not satisfied with your order, do let us know via email at feedback@inkmash.com and our customer service team will look into it and see if there is anything we can do.
You can find our Return Policy here (link).
Bulk Orders
Absolutely. We create detailed mockups for every bulk order, even if it is just 10 pieces. We place great importance in getting all the details and expectations clarified in advance. We also provide mockups for printed samples before getting them made too.
Yes we encourage it. If you require samples of just the product to see the material, or if you need a sample with your logo/printing on it we can do it. Get in touch with your sales representative or our sales team at sales@inkmash.com and we can take it forward from there.
Yes we do. Get in touch with our sales team at sales@inkmash.com with your brief.
Yes we can. Get in touch with our sales team at sales@inkmash.com and let us know what print you require and for how many pieces. Once we finalize the printing method and price we can even collect the t-shirts from you (minimum 25pcs for pickup service) and drop it back off to you once done. You can also bring them to our office and explain your requirements to a member of our design/print team in person.
The turnaround times vary for all bulk orders, depending on factors such as a) the product, b) stock availability, c) printing method, d) quantity and e) our work-load at the time of placing the order. Either way, we will provide you a delivery date when placing your order and ensure to delivery on or before the committed date.
Yes we do. You can look at our custom branding bulk order page for more information or get in touch with our sales team at sales@inkmash.com.