Streamlabs Merch Frequently Asked Questions

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.

 

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 then 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

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.

 

Shipping/Packaging/Fulfillment

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.

 

How long is fulfillment time?

We take about 2-7 business days to create apparel products (t-shirts etc.) and 2-5 business days for non-apparel (posters etc.) products. Then you should add shipping times on top of that. 97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

 

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?

Are youth sizes available?

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

 

Pricing, Pay-Outs, and Taxes

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

No, payouts are made on the 5th of every month for sales made in the previous month. For example, profits from sales made in the month of May will be paid on the 5th 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 and Cancellations

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

Any claim for misprinted/damaged/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 merch@streamlabs.com with the title “Refund/Cancel (Order #).”

 

What if a customer wants to cancel an order?

Customers who would like to cancel an order should email merch@streamlabs.com with “Cancel (Order Number)” in the title. These requests must be made before fulfillment begins - if an email isn’t sent within 12 hours of the order being made we will be unable to cancel the order.

 

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?

Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, the customer would have to process a new order to replace the original.

 

 

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