Basecamp Help Desk

Frequently Asked Questions

Straight answers on orders, shipping, returns, and custom prints. No fluff, no runaround. Every piece is printed when you order it, so a few things work a little differently here than at a big-box store.

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Gearing up

Orders & Payment

Why was my payment declined?

Usually it’s your bank being cautious, not you. The common culprits are a security hold from your card issuer, a billing address that doesn’t match the card, or insufficient funds. Double-check your details, try another payment method, or give your bank a quick call to approve the charge.

What payment methods do you accept?

Visa, Mastercard, American Express, Discover, and Diners Club, plus PayPal, Shop Pay, Apple Pay, Google Pay, and Amazon Pay. The exact options you see at checkout can vary by device and country.

Can I change or cancel my order?

You can cancel within 1 hour of placing your order. Because every piece is printed just for you, we can’t cancel once production starts.

Need to change your address or personalization? Email support@zymeraworks.us as soon as possible. Changes are only possible before your order goes into production.

I can’t find my order confirmation email. What should I do?

Check your spam, junk, and promotions folders first. Confirmation emails sometimes wander off the trail. Still nothing? Email support@zymeraworks.us with your full name and the email address you used at checkout, and we’ll track it down.

I entered the wrong shipping address. What should I do?

Email us right away with your order number and the correct address. We can only update it before production begins. If a package comes back to us because of an incorrect or incomplete address, reshipping may cost extra.

On the trail

Shipping & Delivery

How much does shipping cost?

United States

  • Standard: $4.95, free on orders of $75 or more
  • Ground: $9.95
  • Express: $19.95

International: $14.95

Your shipping total is calculated at checkout.

How long will my order take to arrive?

Every order is printed after you buy it, so your wait is production time plus shipping time.

  • Production: 1–3 business days
  • Standard: 5–8 business days after production (about 6–11 total)
  • Ground: 3–5 business days after production (about 4–8 total)
  • Express: 2–3 business days after production (about 3–6 total)
  • International: 7–15 business days after production

Business days don’t include weekends or U.S. holidays. Holidays and busy seasons can add time, and delivery dates are estimates, not guarantees.

Will I get a tracking number?

Yep. As soon as your order ships, you’ll get a shipping confirmation email with your tracking number. You can also check on it anytime from our Track Your Order page.

My tracking hasn’t updated. Is that normal?

Totally normal. Give the carrier 24–48 hours to update tracking after your package is scanned in. If it still hasn’t budged after that, reach out and we’ll take a look.

Why did my order arrive in separate packages?

Different products can be made at different print facilities, so an order with several items may ship in more than one box. Each package gets its own tracking number, and the rest of your gear is on its way.

My package says delivered, but I can’t find it.

Before you send out a search party, check around your door and mailbox, ask family or neighbors, and give it 24 hours. Carriers sometimes mark a package delivered a little early. Still missing? Contact the carrier and email us, and we’ll help you work it out with them. We can’t guarantee a refund for a package the carrier confirms as delivered.

What if my package is delayed?

Weather, carrier backups, and the holiday rush can slow things down, and they’re outside our control. If your package looks stuck well past the estimate, email us your order number and we’ll help you sort it out.

Making it right

Returns & Refunds

What is your return policy?

Everything is printed just for you, so all sales are final, with one big exception. If your order arrives damaged, defective, misprinted, or wrong, tell us within 30 days of delivery. After we review your claim, we’ll send a free replacement or issue a full refund. That’s our 30-Day Defect Guarantee.

I ordered the wrong size. Can I exchange it?

Sorry, no. Since each item is made to order, we can’t take returns or exchanges for a size, color, or style picked at checkout, or for a change of heart. Measure twice, order once: check the size chart on the product page before you buy.

Can I return a personalized item?

Personalized gear follows the same rule as everything else. We can’t take it back for a change of mind, but if there’s a printing defect, shipping damage, or we sent the wrong item, we’ll make it right.

My item arrived damaged or wrong. What do I do?

Email support@zymeraworks.us within 30 days of delivery and include:

  • Your order number
  • A short description of the problem
  • Clear photos of the item
  • Photos of the packaging, if it was damaged in transit

Please don’t mail anything back until we reply, because returns sent without approval can’t be accepted. If we do need the item back, we’ll send a prepaid return label at no cost to you. In many cases, we can replace or refund without a return at all.

How long does a refund take?

Once your claim is approved, we issue the refund to your original payment method within 5 business days. Your bank or card provider may take another 5–10 business days to post it to your account.

Your gear, your way

Products & Customization

What are your shirts and sweatshirts made of?

Here’s what your design gets printed on:

  • T-shirts: Comfort Colors 1717, a 6.1 oz, 100% ring-spun cotton tee that’s garment-dyed and soft-washed.
  • Sweatshirts: Gildan 18000 Heavy Blend, an 8 oz, 50/50 cotton/polyester crewneck fleece. Heather shades like Sport Grey and Dark Heather use a slightly different blend.

Comfort Colors tees are dyed after they’re sewn, so each one can show slight color variation. Call it that broken-in, been-to-camp-a-few-times look.

How do your shirts and sweatshirts fit?

Both use unisex sizing:

  • T-shirts have a relaxed fit and run S–4XL.
  • Sweatshirts have a classic fit and run S–5XL.

Check the size chart on each product page before you order, and size up if you plan to layer it over a thermal on cold mornings.

How do I wash my gear so the print lasts?

Both garment makers recommend the same routine:

  • Wash it separately the first time to avoid color bleeding.
  • Turn it inside out and wash cool, max 30°C (86°F), with like colors.
  • Use only non-chlorine bleach, if any.
  • Tumble dry low, max 60°C (140°F).
  • Do not iron, and do not dry clean.

Are your designs officially licensed?

No. Every design is original Zymera Works artwork. Our gear is not official or licensed merchandise of any park, agency, team, or brand.

How does personalization work?

On products with a personalization field, type your name, crew nickname, or inside joke into the box on the product page before you add it to your cart. We print exactly what you enter, so read it back once. Spelling counts.

Oh no, I made a typo on my custom order! Can I fix it?

Happens to the best of us. Email support@zymeraworks.us right away with your order number and the corrected text. We can only fix it before your order goes into production, so the sooner, the better.

Still lost in the woods?

Don’t sweat it. Send a message to the crew at support@zymeraworks.us with your order number, and we’ll get you sorted. We typically reply within 24 hours on business days.

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