FREQUENTLY ASKED QUESTIONS
LEADTIMES, PAYMENT + MINIMUMS
How long will it take to get my product?
Our standard turnaround time is 5x weeks from the day you approve your final design. If you need your garments sooner than this, please visit our High-Priority page. You can design your High-Priority Premium Rush Garments here and have them delivered in 7 – 10 business days, from the day you approve your final design.
What are my payment options?
We accept: Credit Card - Visa and Mastercard and Bank Transfer.
What is your minimum order?
For sublimated products: 5 units of each product (i.e 5 x Men's Polos, 5 x Women's Polos). For printed/embroidered products: 5 units.
How do I know what size to order?
See our ONTHEGO size guide. This gives you a guide of the size you will fit into, based on your body measurements.
Our products are sports apparel, so the fit will vary from person to person, depending how each individual likes to wear their sportswear. If you would like a snug/tight fit, we recommend ordering a size smaller than your recommended size.
What size range do you manufacture up to?
We manufacture from a Kids size 4 to a Men’s 7XL and everything in between. Our size guide goes up to 2XL, to suit most of our customers, however if you need another size guide, your sales representative can send this to you.
BEGINNING YOUR CUSTOM DESIGN
How many different colours can I have in a design?
If the product is sublimated, you can have as many colours as you wish, included in the one cost per unit. If the product is printed, again you can have as many colours as you wish, although, you are charged per colour, per location for printed items. Please keep in mind that the more printable colours, the higher the risk of error. We cannot guarantee 100% colour matching to all Pantone/CMYK Colours, as textures of fabric and dye batches vary.
What colours can I choose from?
ONTHEGO have created a core colour chart of 42 Pantone colours, which we deem to be the safest, most suitable and most common for sublimation printing. Any colours chosen out of the ONTHEGO core colour chart, are acceptable, however, ONTHEGO cannot be held responsible for any variances in colour printing on the garment, from a non-core colour.
Can I use my own logo?
Of course you can.
How many logos can I have on my design?
You can have as many logos as you wish. If the product is sublimated, you can have as many logos as you wish, included in the one cost per unit. If the product is printed, again you can have as many logos as you wish, although, you are charged per colour, per location for printed items. Please keep in mind that the more printable colours, the higher the risk of error.
How do I give you my logos/graphics?
Vector format is required (eps/pdf/ai). See our artworks requirement guide for detailed information.
My logos appeared a bit out of the place when I try to place it on the model, is it because it is attempting the 360 view? i am assuming it will come exactly as the logo submitted?
VIt could be. You will know how the logos will appear exactly on the clothes after you submitted your order and our customer service specialist will reach out to you with a final print before the order goes into production.
Is there an option to add a logo to the back of a shirt?
Definitely, just drag the design and put the logo on wherever it needs to be.
Is it possible to get a shirt without the on the go logo printed on the front?
Yes, ONTHEGO logo can be put in anywhere you want.
Can you also color match our company logo?
Yes, Garments can color match your company logo, but OTG logo has to be visible in either Green, Grey or white.
Is it possible to nclude graphics or logos?
Yes, you can upload your own graphics and logos to the quantity that you want.
How can I tell what color code a particular jacket is? I want to add our company logo to a jacket.
You will be able to find every color code we offer for every item of our product in your designing process.
FROM DESIGN TO PRODUCTION
Will you send me artwork with the quote so I can see if I like it before I go ahead?
No, the artwork is included in the price, so we release artwork once quote is accepted and payment made. We have a very talented group of designers, and guarantee we can meet your design requirements, providing your brief is specific.
How long will my artwork take?
How many changes client can make in the Production Document before putting into production?
One change is allowed based on your artwork being correct upon your direction. After one change, a $25 administration fee (per change) will be charged.
Will colour on the fabric match with Production document image and colour code provided?
Our factories will print to the colour code provided and approved by the client. As sublimation printing is a computer generated print method, we cannot guarantee it will be 100% spot on. With all sublimation printing, a 5% tolerance needs to be considered; as there are many different textures the one colour can be viewed on (i.e. A computer screen vs the fabric).
Will I see a sample before mass production?
Yes, you will always see a sample photo for approval.
Will I able to see physical sample of my order before putting into mass production?
Yes, a physical sample can be shipped to you, at an extra delivery cost. Please keep in mind that this will add time to your production time.
What is your time lines from placing an order to receiving delivery?
After placing an order, our customer service specialist will reach out to you within two working days to confirm your design and order details before it is sent to production. After you give confirmation, your order will be sent to factories for production and sent to you when they are ready. Once your order is dispatched from the factory, our customer service specialist will update you on the shipping and tracking info. The whole process from you placing orders online to receiving orders takes about five weeks.
How do I put a name on the left hand side on some and not others?
At this stage, we can only apply the same design on minimum of five units at the same time without individual design.
Should I proceed with checkout/payment and then send request via comments?
Yes, we will take note of your comments.
Do you offer discounts on bulk shipping?
Yes, the shipping fee for 100 items is the same with 50 items.
When does the discount appear? Is there a code to type in?
Sign up with our newsletter and you will be informed with all our campaign codes.
Please give me an idea of pricing and what packages you offer
Please refer to this link for our latest pricing https://www.onthegosports.com.au/sites/default/files/otg-cut-customiz-price-list.pdf
Do you all offer partnerships?
We are happy to empower through sports and group uniforms! Please send express of interests to email@example.com or free to give us a call during our business hour from 8:30 am to 5 pm.
THE PRODUCTION PROCESS
What is Dye-Sublimation printing?
Dye Sublimation printing is a computer generated print, which adapts a printing process that uses heat to transfer dye onto materials, in which heat and pressure are applied to a solid, turning it into a gas through an endothermic reaction without passing through the liquid phase. Distinctive sublimation dyes are transferred to sheets of transfer paper using liquid gel ink through a piezoelectric print head. The ink is dropped onto high-release inkjet papers, which are used for the next step of the process. Once the digital design is printed onto sublimation transfer sheets, it is placed on a heat press along with the substrate to be sublimated. To transfer the image from the paper to the substrate, it needs a heat press process which combines time, temperature and pressure. The heat press applies this special combination, which can change depending on the substrate, to “transfer” the sublimation dyes at the molecular level into the substrate. The most common dyes used for sublimation activate at 350 degrees Fahrenheit.
What are the benefits of Sublimation?
Sublimation printing results in an almost permanent, high resolution, full colour print. As the dyes are infused into the material at the molecular level, rather than applied on top of the material (such as with screen printing and direct to garment printing), the prints will not crack, fade or peel from the substrate under normal conditions.
What is the difference between sublimation and screen-printing?
The difference is quite simple, as stated above, sublimation is dye imbedded into the fibres of the fabric, and screen-printing is an acrylic paint based on top of the fabric. ONTHEGO can do screen-printing projects, for a shorter turn around period 1-2 weeks.
What fabrics can you sublimate onto?
We sublimate onto polyester fabric.
Can you sublimate onto cotton?
Would I need to order 6 individual item or can I order a group of them with the same designs but different names and numbers on the back
Yes, you can have different name and number with the same design. Just enter the name and number before you checkout.
What is co-branding?
As the garment manufacturer, ONTHEGO (OTG) reserves the right to ‘co-brand’ our garments. This means our logo appears on the back of the garment and our icon appears on the front. Each garment has its own template for where the OTG brand assets appear, but generally the logo appears on the back at the top of the neck and the icon appears on the front top right near the shoulder.
Why do we co-brand?
With a mindset that ‘Every Day Matters', the OTG brand has been built around delivering customised sportswear that empowers, inspires and gives back through our ‘One4One’ charity initiative, which for every product sold, enables access to sport to 1 child for 12 months from a less fortunate area of Australia and the Pacific Islands. Bringing awareness to the ‘One4One’ initiative is the reason we’re proud to co-brand our garments.