Our Customer Commitment
At DVN Co., our main and most important goal is to serve our loyal customers and clients. We strive to be the best in the industry with the highest quality Masterpieces and we always want you to love everything you have purchased, but if something does not work out, know we’re here to help. We will do everything we can to try and make it right!
Our Quality Commitment
All items are thoroughly inspected after production, but sometimes we miss something. Please look over your order as soon as you get it in your hands. If you believe you've received a damaged or defective item, please do not hesitate to reach out to our customer service team at email@example.com with your full name, e-mail, and Order ID#. We want to handle defective/damaged items as quickly as possible, thus, you have to let us know about such items within 3 business days of receipt of your order. Your item will be replaced free of charge. If you were sent incorrect items or are missing items from your order, please contact our customer service team as soon as possible so we can get that mishap sorted out for you! You'll NEVER be responsible for shipping for wrong or defective orders.
The Most Popular Question for Customs
Here's the question we're asked the most and it may be something you want to know.
Unfortunately not. All of our customs are 100% custom and manufactured in our garment factory.
We don't embroider items once they're sewn and completed as a finished garment because our production team specializes in manufacturing new garments. Apparel decorators, like your local embroidery or print shop, are better able to serve you in "decorating" your item that's already in your hands.
I know it may suck, but this also applies if you have one of our garments. We do not embroider ready-made apparel; not even our own.
Unfortunately not. We don't accept pre-made or ready made items for embroidery or printing; not even our own items.
For this case, we always recommend supporting local embroidery or print shops.
Check here for how to order a custom item from DVN.
Here at DVN, we have no minimums (except custom knit items like cardigans).
However, we have a price minimum of $100 for one single cut and sew embroidery item. There's things we honestly just don't recommend getting from us as one-off items, like a t-shirt unless you just REALLY want a t-shirt that you can't get ANYWHERE else.
For most optimal pricing, it's best to have a quantity of at least 10. Why? We can make one jacket or we can make one thousand, but the one jacket will cost much higher due to the resources allocated for it. Quantities less than 20-50 in garment manufacturing are typically considered "samples." While it seems to be easier to make just one item, the same amount of resources are allocated as if there was fifty.
However, we can always make quantities less than 10, but the price will always be higher if they don't cross this threshold.
Check here for common questions about custom order processing.
You can cancel your order prior to your order going into production. If your order is not in production and you wish to cancel your order, please contact us.
However, please note, once our designers get to work on designing your custom piece, we must deduct a $150 mock-up design fee.
Furthermore, once you approve your mock-up, your order is considered to be in production. We do not cancel orders in production and deposits are not refundable.
While the standard delivery times vary depending on the product, your garments should be delivered to you approximately 8-12 weeks from the time you approve your mock-up with us, not including shipping. Sometimes we get things completed sooner, but it's not guaranteed. Therefore, we state our timeline to be transparent in our process.
If you need your garments sooner, shoot us an email and we'll see how we can help. We do offer rush fees for any specific delivery dates. Reach out and let us know when you need your custom garments.
More often than not, the answer is no as we keep a VERY busy queue. We are a brand and a manufacturer. Due to custom manufacturing, it requires a lot of attention to rush an order. Thus, in the event we can accommodate, for orders needed in 4 weeks, a 50% rush fee will be charged on top of the item. If ordering to guarantee something between 5-8 weeks, a 25% rush fee may be charged on top of the item.
To know if we can meet your schedule demand, please contact us at firstname.lastname@example.org.
Check here for commonly asked questions about shipping custom items.
Custom orders placed with DVN can be delivered to most countries (excluding remote locations) and military bases worldwide.
Returns, Exchanges, and Refunds
Check here for common questions about our returns, exchanges, and refunds regarding custom items from DVN.
We are unable to refund or exchange custom items due to incorrect spelling, size selection, etc. Please be careful when ordering and check all the details in your mock-up and proof. Ensure you have checked your size before ordering.
However, if we made a mistake and there is a problem with your order, please contact us within 14 days. Our customer care team is standing by to help. We will always rectify our production mistakes, free of charge.
With any order issues, please provide as many details as possible, including your name, phone number, order number, a picture of the suspected problem, and a customer care team member will assess your garment and resolve the issue as soon as possible.
Items customized in any manner are non-returnable and non-refundable. Because your item was made from scratch for you, there are zero exceptions for customized items.
Refunds are not given on late orders except under extreme circumstances. DVN is not responsible for late, damaged, lost, or stolen packages that occurs while in the possession of the mail carrier nor after the delivery of such. We are also not responsible for incorrect addresses.
We understand that your items are special to you and we aim to always please and deliver. But in the event that we fall short, we will work with you for a fair solution.
In no circumstance will we extend a full refund for customized items.
Common General Questions
Check here for common asked questions about purchases with us.
Many custom ordera will, more than likely, take over 8-12 weeks to fulfill after mock-up approval. Why? After your payment, we take our time with you during the design process until you're satisfied and then we make the garments from scratch.
If you tried to purchase with a debit card, these funds are usually captured by your bank to process your transaction, but the transaction is only pending. If your order didn't go through, your funds are in cyberspace still captured by your bank, waiting to be released back into your bank account. Your bank processing time may vary on how long it takes the transaction to "fall off."
Because the transaction didn't go through, we don't have the capability to capture the funds nor refund them on our side.
Your bank will typically release your funds back into your account within 3-5 business days.
First, confirm that the transaction actually went through. If you received an error message of any kind, the order didn't process and it's best to refer to the above question.
If you did receive an order confirmation, via your browser history, try to go back to the order status page (which is the automatic place after a successful order). On this page, make sure the email address is correct and an email that you have access to. If you used the wrong email address and you don't have access to it, contact us at email@example.com. However, it's important to know that we do not have the ability to apply a prior order to another account. Therefore, if you have two accounts, we can't move those orders between accounts, nor to a new account.
In order to stay competitive with the market and have sustainable operations, we occasionally have to raise our prices.
After the pandemic, many materials around the world cost so much more than they did when we first started.
We hope you'll continue to support DVN!