Streamlabs Merch Frequently Asked Questions

 

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

 

 

Use of trademarked logos

If we’re a partnered or affiliated content creator can we use the Twitch, Mixer, YouTube, etc. logo on our merch?

No - We do not print trademarked logos.  

 


 

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

 

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 here

 

What is BYOM and how do I use it?

BYOM stands for “Buy Your Own Merch” and allows streamers to buy their own gear at a discounted price. In order to activate BYOM, go to your custom merch store url and toggle the “Buy Mode” button.

 

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.

 

What is the maximum size for a print file?

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

 

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

 

 


 

Shipping/Packaging/Fulfillment

Are there any products that are only available in the US and will include extra fees is shipped to the EU?

Yes, the following items are only fulfilled in the USA and will include extra fees if shipped to the EU:

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

 

Accessories:

Enhanced Matte Paper Framed Poster (in)
Canvas (in)
Premium Luster Photo Paper Poster (in)
Premium Luster Photo Paper Framed Poster (in)

 

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 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.

 

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.

 

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.

 

Why do we hold orders?

We may occasionally place your order on hold due to print file issues, security concerns, address confirmation and similar. Essentially - whenever we need to verify something with you or require changes to the order.

 

How are holds removed?

Once you've updated your order, we need to go back and review it before the hold can be removed. This is to avoid repeated holds in case the update didn't go through or there are more issues. In some cases (typically for minor issues) we may let you remove the hold yourself - in that case you'll see a "remove hold" button in your dashboard.

 

What should I do after my order is placed on hold?

  1. Open your order (or hold email) and read the message.
  2. If an update is required - make the necessary changes to your order, then request hold removal. This will send us a notification that your order is ready for review.
  3. If an update is not required or you wish to proceed as is - simply respond to the original hold email letting us know about your decision.
  4. Once our team has reviewed the order, we'll release the hold or get in touch with you for further confirmation.

 

 


 

Sizing

How will apparel fit?

Please reference our Sizing Chart to see exact measurements. 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.

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Are youth sizes available?

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

 

 


 

Pricing/Pay-Outs/Taxes

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

No, payouts are made on the 15th business 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 business day of June.

 

What is the profit share between streamers and streamlabs?

Net profit is split 50/50. For example, if the cost of a t-shirt is $12 and it sells for $24, the profit share would be $6/$6 of the $12 net profit.

 

Do streamers determine the price of the item?

Yes, as long as the price is equal or exceeds the minimum amount set for each item.

 

 


 

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%.

 


 

Refunds/Cancellations

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

Any claim for misprinted, damaged, or 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. To file a claim, please email merchandise@streamlabs.com with the title “Refund/Cancel (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.

 

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 in an unexpected location at a recipient's address. 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 merch@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 would have to process a new order to replace the original.

 

 


 

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