FAQ’s

Do all items in orders always ship together?

There are some products that we’ll ship separately due to packaging differences. These products are: mugs, framed posters, posters, canvas, stickers, jewelry, bean bags, backpacks, pillows with stuffing, snapback hats.

How long is shipping for orders within the EU?

For orders shipped from our Europe location to a European destination, shipping can take between 5-10 business days after fulfillment. For orders shipped from our Europe location to non-EU regions, it can be between 10-20 business days.

If I choose a faster shipping rate, will you fulfill my order faster too?

All orders shipping with the Overnight delivery method for US domestic orders will automatically be marked as priority in our system and bumped up in the fulfillment queue.

Where are the European fulfillment centers located?

Nextcaptain printing partners has two fulfillment centers in Europe: one in Barcelona, Spain, and one in Riga, Latvia. The Barcelona fulfillment center is located in Travessía Prat de la Riba, 91-95 and it serves the Western European market. The Riga fulfillment center is in a brand new facility next to the Riga International Airport and our shipping partners. There you can pick up your products directly from us without postage costs or waiting around for deliveries. All you have to do is select HQ Pickup when choosing a shipping method for your order.

Is NextCaptain shipping to all countries?

No, NextCaptain isn’t available in some countries because of legal restrictions or shipping carrier limitations.

For now, NextCaptain isn’t available in and doesn’t ship to Cuba, Iran, Crimea, Syria, and North Korea. This list may change periodically.

We’re available to all other countries and ship internationally!

For international orders, it’s most likely going to be shipped out with the economy (5-10 days) or no rush (10-20 business days) method.

If your packages do get lost in transit and the shipping address was 100% correct, we’ve got your back! We’ll ship out a new order with tracking, at our expense.

Do you offer shipping with tracking?

Yes, all NextCaptain’s shipping methods have tracking. Note that the quality of tracking may differ for some local carriers.

Where can products fulfilled in Europe ship to?

If an order can be fulfilled and shipped from our Europe location depends on whether we offer the product in Europe, how much stock we have, and the order’s shipping address. Order routing happens automatically, so the branch that’s the best fit will fulfill an order. We don’t guarantee all orders shipping to a specific country will always ship from our Europe location.

Remember that we’ll route orders with the goal of getting your order to the destination faster.

How long does fulfillment take?

Fulfillment time is the time it takes to make your custom-ordered product. Our fulfillment time is calculated in business days:

• 2-7 bus. days for apparel products (t-shirts, leggings, dresses, etc.)
• 2-5 bus. days for non-apparel products (posters, mugs, phone cases, etc.)

97.66% of our orders are shipped within 5 business days. More than 50% of our orders are shipped within 3 business days or fewer.

Please note:

• Fulfillment time doesn’t include shipping. To get an idea of how long an order will take to reach its destination, combine the estimated fulfillment time with the estimated shipping time.
• The fulfillment averages you see in our catalog are calculated based on our fulfillment data for each product within the time frame of 30 days.
• Our fulfillment averages don’t account for the time an order might be put on hold.
• Fulfillment for large orders may take longer than the 3-5 day average, but will still be fulfilled within 7 days.

What is the estimated delivery time and how is it calculated?

Nextcaptain’s estimated delivery time (EDT) is our prediction of when an order could be delivered to you. The EDT is the sum of estimated fulfillment and shipping time. Think:

estimated fulfillment + estimated shipping = estimated delivery time

Our fulfillment time average is 2–5 business days for non-apparel products and 2–7 business days for apparel products. When we calculate the estimated fulfillment time, we take into account the current order volume and our capacity.

The estimated shipping time is calculated according to our historical shipping data for deliveries to your area or selling region.

The estimated delivery time is just an estimate, it’s not a guarantee. You can receive the order past the EDT for reasons, like:

• Issues with print/embroidery files
• Products being out of stock
• Shipping related delays like failed delivery attempts, service disruptions

That being said, we’ll work our hardest to meet our delivery estimates. If you’re ever in a situation where you haven’t received the order and it’s past its EDT, please allow a few more days. Get in touch with us ([email protected]), we’ll check your order status and let you know how to proceed.

What if you entered the wrong address?

Since carriers calculate live shipping rates mainly by the zip code entered it is possible that an incorrectly formatted address could be entered and the package is still able to ship from our facility.

In some scenarios, the local post is still able to make the delivery depending on the error that was made in entering the recipient address.

If they are unable to deliver the package it will be returned to our HQ and you will be notified once it is received back. Within 4 weeks you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.

How do I report a problem with my order?

You can report problems directly to [email protected].

Be aware that NextCaptain may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.

What if the product is damaged in the mail?

If something arrives damaged, send a photo of the damaged goods to [email protected], then we’ll gladly send a replacement at no cost to you.

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

Where are returns sent?

The return address is based on where your package was fulfilled:

• Packages sent out from our US and Mexico fulfillment centers are returned to our Charlotte facility. Its address: 11201 Ed Brown Rd, Charlotte, North Carolina, 28273.
• Packages sent out from our Latvian facility are automatically returned to Lidostas parks, Marupes novads, Latvia LV-2167.
• Packages sent out from our Spanish facility are automatically returned to Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona, Spain.
• Packages fulfilled by our partner facilities in Australia are returned to: 40 Tanimbla Street, Kedron, Queensland 4031, Australia (apparel orders); 338 Albert St, Brunswick VIC 3056, Australia (non-apparel orders).
• Packages fulfilled by our partner facility in Japan are returned to: 817-3 Komiyaji, Shinwamachi, Amakusa City, Kumamoto Prefecture, 8630101 Japan.

Once the return package reaches our facility, we’ll notify you via email. Based on the reason for the return, we’ll decide what the next steps should be. Check out our return policy for more info.

What if your address was wrong?

If your address was wrong, then you are held responsible. Usually, the package is sent back to the return address, then we’ll contact you for an updated address.If the package was not returned to sender, then you would have to process a new order to replace the original.

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 estimated delivery date. But no worries! 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 that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered but your customer thinks they 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.

You can check out our return policy for up-to-date details about reshipments.

What happens if a package wasn’t delivered to me, but the tracking states that it was?

If the package was marked as delivered by the carrier, NextCaptain won’t cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at your address. Customers should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”

If you are unable to locate the package, you will need to place a new order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

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 you. You will receive notice once the order arrives back to our facility. We will contact you to determine how you would like to proceed and provide us 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 your customer, or had an incorrect address originally provided.

How are returns handled differently when comparing quality concerns or customers changing their minds?

Any returns or problems that occur because of an error on our part will be handled at our expense. If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.