Streamlabs - Merch Store FAQs

 

For any questions that can't be answered here, please reach out to us directly on discord.gg/stream or via email to merchsupport@streamlabs.com


 

*WARNING* All users who have created a merch store and have not sold one item, used BYOM, or ran a paid giveaway within 60 days of their store launching will have their stores disabled. If you have any questions please email merchsupport@streamlabs.com

Merch Giveaways

What happens if I run a paid giveaway and the winner does not redeem their prize or it’s accidentally canceled?

Please email your PayPal transaction ID to merchsupport@streamlabs.com to request a refund.


 

Products

Image quality guideline

  1. Max. printing area is 12×16 inches. Larger images will be scaled down depending on the t-shirt model and size.
  2. Files must be a minimum of 150 dpi (digital pixels per inch) to ensure optimal quality. Any lower and the print will likely be blurry and/or pixelated.
  3. On input, images will appear at the size they will show on the final product. For that reason, upscaling images is restricted to preserve quality.
  4. As the guidelines suggest, shirt artwork is optimal at a minimum of 150 DPI. We do accept higher resolution files, but it is best not to exceed 300 DPI. For faster processing and accurate prints, we recommend that the final artwork be submitted at a minimum of 150 DPI resolution, but we do also accept 300 DPI files.
  5. PNG is the recommended file format

  

Image Size Guideline

T-shirt: 12 x 16”

Tank Top: 12 x 16”

Hoodie: 14 x 14”

Phone Case: 3 x 6”

Drawstring Bag: 16 x 38”

11oz Mug: 9 x 3.5”

15oz Mug: 9 x 3.8”

Pillow: 19 x 19”

All-Over Cut & Sew Men's T-shirt: 28 x 36"

All-Over Cut & Sew Tank Top: 27 x 34"

All-Over Cut & Sew Men's V-neck

All-Over Cut & Sew Men's V-neck: 28 x 36"

All-Over Print Men's Leggings: 58 x 48"

All-Over Cut & Sew Women's Crew Neck: 26 x 33"

All-Over Cut & Sew Women's Racerback Tank: 23.5 x 31.5"

All-Over Cut & Sew Women's V-neck: 26 x 33"

All-Over Leggings: 48 x 41.5"

All-Over Capri Leggings: 47 x 35"

All-Over Yoga Leggings: 47 x 41"

All-Over Yoga Shorts: 47 x 18"

All-Over Print Sports Bra: 25 x 22"

All-Over Print One-Piece Swimsuit: 25 x 35"

All-Over Print Bikini: 33 x 32"

All-Over Print Backpack: 14.5 x 20.5"

Sublimated Towel: 62 x 32"

minimum of 150dpi / 1200 pixels

 

Color Matching

Color matching is a very important factor in any type of printing. If a certain color is outside the CMYK gamut, the printer is going to find the closest color within the gamut and print that instead. Printers are not able to reproduce every color you see on the screen, especially bright, neon, pastel colors. Thus the print result is typically darker / duller.

One way to ensure that colors print out closer to the screen: design in CMYK --> convert the file to RGB before saving as PNG.

Designing in CMYK will ensure that all colors are within gamut, and converting to RGB will let you export the file as PNG, which is our recommended format.

 

 

 I made a tee shirt and a hoodie with the same image but the hoodie seems faded, why is that?

Hoodies are a much thicker garment and will result in a slightly faded look.

customer_image.jpg

 

I made a tee shirt and a mug with the same image but the color on the mug looks different, why is that?

The same image printed onto a ceramic surface looks different than when printed on fabric. Because of the different printing processes the colors might seem different.

 

What type of ink are you using for printing?

Our apparel is created with the latest in garment printing technology. In addition, our inks are water-based and eco-friendly. This makes the feel much softer than traditional screen printed shirts, but just as durable.

We’re using CPSIA (Consumer Product Safety Improvement Act) compliant inks, which are required when printing on children's wear 12 and below.

 

Disclaimer about Direct to Garment

You may notice an off-white residue and vinegar smell on your apparel. Don't worry! It's from a fixation agent applied during printing and it's not permanent.

Fixation agent (sometimes known as pre-treatment) is used for all DTG prints across the industry. It's needed so ink bonds with the fabric. Without it, ink would flake off the garment. You can think of it sort of like applying a primer before painting a wall.

The fixation agent can sometimes leave a faint square imprint around the print, and other small white marks on the garment. Your DTG apparel might also have a vinegar smell that gets stronger the longer it's in the poly bag packaging.

The solution is simply to wash the garment! Neither the residue nor the smell is permanent and both should go away after one wash.

If the discoloration is prominent, the quality control team will include a card explaining that it's from the fixation agent.

 

What is the maximum size for a print file?

The maximum print file size that can be uploaded or synced is 200mb.

 

Is there a difference in quality between 150 and 300 dpi?

To determine whether there is an actual visible difference between 150 and 300 dpi, it’s important to keep in mind the printing method and the size your final work will be displayed at.



All- over printing (sublimation)

The printing method is called dye sublimation. In this process, the inks are gassed onto the garment using heat presses, so when the ink is gassed, it covers the entire surface of the garment. Even low-resolution files or files that were resampled and thrown into a 150 dpi template, don’t seem nearly as low quality in this print as they do on the screen.

This is why having a 300 dpi file won't have a big impact on the quality of sublimation products.


Where does resolution make a difference?

Mugs-  Our templates were recently updated to 300dpi. Although 150 is okay, the smaller the details there are, the higher the resolution should be. Mugs are being looked at up close, which is why you want to ensure that your files are high quality.

Shirts- Similarly to the mugs, you may want to create these files at 300 dpi to ensure it prints nice and crisp.

Please note that our generator is set to 150 dpi. We keep it this way because not everyone is an expert and they may just want to print an image that they can’t change the resolution on.

 

Can I upload and use a transparent image to create products?


No, transparent images will result in poor quality print. If you are an experienced graphic designer, or work with one, we suggest you create a solid file, and then create a layer mask and use a soft brush to feather the edges. This will make for a much better-looking print while still maintaining a transparent/faded look. If you need design help, please visit https://www.fiverr.com/gigs/gaming-logo?utm_source=23936&utm_medium=cx_affiliate&utm_campaign=&cxd_token=23936_630707

 

How should I wash my printed garments?

We use the latest direct-to-garment (DTG) printing technology to offer a wide variety of printable garments and design color options at an affordable price. The DTG ink in this process is different from the ink screen printers use. Keep in mind that the original manufacturer's care instructions don't take into consideration the DTG printing process.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and high-temperature dryer settings can shrink the garment, as well as damage the print.

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

 

Are your products eco-friendly?

We try to do our best to minimize waste in packaging and source eco-friendly packaging materials. Many of our packaging materials are either recyclable or biodegradable. Bubble wraps are made from a minimum of 15% recycled plastic and 10% post-consumer content. Our kraft tubes are made from 70-100% post-consumer recycled content and 0-30% secondary recycled content.

 

What is your print file content policy?

We want that submitted content is respectful of others and of the law, so keep that in mind before you hit the launch button on your store. Content that is hateful, illegal, and that violates intellectual property rights may be reviewed and removed at any time.

Note that by using our services, you agree to follow our guidelines and Terms of Service. By uploading print files to your library or an order, you understand you're solely responsible for the content in those print files and own the rights to print, use, sell, and distribute the content.

 

What is the maximum number of products I can upload to my store?

24

 

All-Over Print

All-Over Printing Disclaimer

Due to our sublimation process, graphics may shift up to 2 inches when printed. Because of this, we do not recommend designs that require precise placement on all-over-printed apparel. Also, white streaks/creasing cannot be avoided with our sublimation process. These marks are most common under the arms of the garments and near stitching (sides, collars, shoulders, etc).

 

Why is all-over printing more expensive?

 

The process for creating all-over products without leaving white streaks requires the fabric to be printed on a flat sheet.  Then we take that sheet and have to cut out the patterns to make the actual garment, and after cutting it out we have to stitch it all together to make the final product.  It is an extremely labor intensive process and requires a significantly larger amount of ink to cover the entire surface of the product. Due to the labor costs and high amount of ink required, we have to charge prices that are higher than a standard size product.

*WARNING* All users who have created a merch account and have not sold an item, used BYOM, or ran a paid giveaway within 60 days of their store launching will have their stores disabled. If you have any questions please email merchsupport@streamlabs.com

 

Twitch/Mixer Logo Use

 

If I am a partnered streamer can I use the Twitch, Mixer, Youtube, etc. logo on our merch?

No - We do not print trademarked logos.

 

 


 

Shipping/Packaging/Fulfillment

 

 

Where do products ship from?

We have 2 shipping and fulfillment centers in the U.S.A - one in North Carolina and the other in Los Angeles. We also ship and fulfill orders in Europe from our distribution center in Latvia. This enables us to absorb some of the customs cost with international shipping.

 

Items shipped internationally might include extra fees. For a full list of items that are only shipped from the US see below:

T Shirts:

American Apparel BB401 Unisex Poly-Cotton Short Sleeve Crew Neck
American Apparel 2408 Fine Jersey Tank Top Unisex
Next Level 6733 Ladies' Triblend Racerback Tank
Bella + Canvas 6681 Women's Crop Tee with Tear Away Label
Anvil 990B Youth Lightweight Fashion T-Shirt with Tear Away Label
American Apparel 2007 Unisex Fine Jersey Long Sleeve T-Shirt
American Apparel TR401 Unisex Tri-Blend Short Sleeve Track Shirt
American Apparel BB301W Poly-Cotton Short Sleeve Women's T
Los Angeles Apparel 2332 Fine Jersey Short Sleeve Cropped T-Shirt /w Tear Away Label

  

Hoodies:

American Apparel 5454W Unisex California Fleece Raglan Sweatshirt
American Apparel F497 Unisex Flex Fleece Zip Hoodie
Anvil 71600 Full-ZIp Hooded Sweatshirt

 

Accessories:

Enhanced Matte Paper Framed Poster (in)
Canvas (in)
Premium Luster Photo Paper Poster (in)
Premium Luster Photo Paper Framed Poster (in)
All Over Print Sublimated Towel

 

How are products packaged for shipment?

Because of the variety of products we fulfill, we package each item based on dimension requirements to ensure protection during shipment. Generally, posters are shipped in kraft tube boxes with plastic end caps. Frames and canvases are usually shipped in corrugated boxes, ranging in dimensions of 26x20x18 to 28x5.5x38. 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. We will then notify you once this has taken place so that the necessary steps can be taken for a re-shipment. Within 4 weeks you will need to confirm the updated and correct address as well as confirm the charges for reshipping the package.

 

How long does it take for my custom product to reach fulfillment?

We take about 2-7 business days to create custom apparel products (t-shirts etc.) and 2-5 business days for non-apparel (posters etc.) products. For international orders, we take between 10-20 days to create and fulfill your order. Once your order is fulfilled, you should receive a tracking number.

 

Sizing

How will apparel fit?

Please reference our “Sizing Charts” to see exact measurements. These measurements are taken side to side not around. If you are still unsure, we suggest that customers order a size up as most of our items are cotton and will shrink after being washed.

 

Are youth sizes available?

Yes, choose "990B Youth Lightweight Fashion T-Shirt with Tear Away Label" when creating a new item.


Image_from_iOS__1_.png

 

Youth Sizes:

2018-12-10_10h40_00.png

2018-12-10_10h40_17.png

 

 


 

Pricing/Pay-Outs/Taxes

Can I buy my own merch at a discount?  

Sure! if you are logged into your account and visit your own store (click url in merch dashboard)
the prices you will see are automatically discounted to our at-cost price.

Ex: Min price is $12 for mug but if the mug is priced at $15 in the store. Once in BYOM mode, the cup will automatically be discounted so that it is $12, the minimum price for the mug.

We have automated BYOM (buy your own merch) prices in your store so there’s no need to toggle on/off anymore as well!

 

Is there a profit threshold I need to hit before being paid out?

No, payouts are made on the 15th day of every month for orders fulfilled in the previous month. For example, profits from sales made in the month of May will be paid on the 15th day of June.

 

How does pricing work and what is the profit share between streamers and Streamlabs? 

Streamers will have the option to set their price at the suggested minimum amount, the suggested maximum amount, or anything in between. If a streamer decides to set their retail price at the minimum amount they will make no profit. If a streamer sets their price as anything above the suggested minimum amount they will keep 100% of that profit.

For example, if the suggested minimum amount for a tee shirt is $15 and you sell it for $15 you will make no profit. If you sell that tee shirt for $25 you will make $10 profit.  This does not include Paypal fees, which may be deducted from the profit.

 

VAT/International Taxes


Your customers will be responsible for paying all applicable international taxes and VAT on their orders. VAT is charged to all orders fulfilled in Europe, with shipping destinations ending in the EU. VAT is calculated as (product cost + shipping) * Country’s VAT%. 
Orders going to Australia now have to have a 10% GST (goods and services tax) imposed by the Australian government.

 

 


 

Refunds/Cancellations

 

How long do customers have to submit a claim for refund/exchange?

Any claim for misprinted/damaged/defective items must be submitted within 21 days after the product is received. For packages lost in transit, all claims must be submitted no more than 21 days after the estimated delivery date. Please email merchsupport@streamlabs.com with the title “Refund/Cancel (Order #)” and allow us to remedy the situation before disputing with PayPal.

**We do not provide exchanges due to sizing issues as all of our products are made-to-order.

 

What if a customer wants to cancel an order?

Customers will receive a confirmation email after completing an order. The confirmation email will provide customers with a link that gives them the option to cancel an order. Cancellations can only be made before an order reaches fulfillment. Fulfillment usually takes 12-24 hours after an order is placed but can sometimes be faster.

**If you are experiencing issues with cancelling an order using our automated cancellation button, please check to make sure you don’t have pop-ups blocked in your web browser.

 

What happens if a package isn’t delivered to my customer, but tracking says it was?

We will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it - we would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.

In most instances, it is found that the delivery was made, but left at the local post office. Recipients should reach out to their local post first to locate their package. Should the package not be at the post office, recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under a table on the back porch."

If you are unable to locate your package you will need to contact merchsupport@streamlabs.com with the title “Lost (Order #)” so we can place a new manual order to have it reshipped.

 

What happens if the recipient's address was wrong?

It is the customer's full responsibility to correctly input their information. In the event a customer enters the wrong address and the order has already been fulfilled, the customer will have to wait for the order to make its way back to our fulfillment centers in order for a re-shipment to be placed. In order for a re-shipment to be placed, the customer will need to send in a small re-shipment fee via their Paypal to merchandise@streamlabs.com  and send in the updated address. 

**We can not guarantee that all orders will arrive back to our fulfillment centers. Should they become lost in transit along the way it is still the customer's full responsibility to place an entirely new order since the address was input incorrectly to begin with. 

 

Do all items in orders always ship together?

Each item we ship may have different delivery times. This is because some products are packaged and shipped separately.

For example, we send our posters in super-durable tubes. Obviously, a canvas won't fit in there.

Shipping prices are cumulative. When you're calculating shipping prices on your end, make sure to add up the different shipping prices for all of the products you're sending.

For example, you can order a t-shirt with a flat rate shipping price of $5.00. Each additional t-shirt adds $0.75 for shipping. If you add a tote to the order, then it will also cost simply an additional $0.75. However, if you choose another product, like a mug (that requires different packaging), then you'll have to add the full shipping price. In this case, it would be an additional $6.95.

 


 

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