FAQ

To ensure your custom caps look absolutely fantastic, here's everything you need to know about preparing your design files.

First off, orientation is key. Make sure your design is exactly how you want it to appear on the cap; don't mirror or flip your image—send it to us print-ready!

We accept the following preferred file types: PDF, PNG, TIF, and JPG.

For the best print quality, aim for high resolution: send your artwork with a resolution between 300 and 900 DPI. Higher DPI means sharper details!

Exact sizing matters. Please send your artwork at the precise size you intend it to be printed. If you're unsure about the dimensions for individual images, simply confirm the desired width in centimeters in writing, and we'll gladly double-check for you (the height will adjust proportionally).

When it comes to color mode, create your files in the RGB color profile. Using RGB ensures that the colors in your designs are represented consistently and accurately across our industrial DTF Printers, giving you the best possible accuracy and bright, consistent colors. If you provide a CMYK file, it will be automatically converted to RGB, and any spot colors will also be converted.

For transparent backgrounds, if your design features white elements or you don't want a background printed around your image, ensure you remove the background entirely. Otherwise, any existing background will be printed as part of your design.

If your files are over 10MB, please use WeTransfer (www.wetransfer.com) to send them to us.

It's important to mind the details (and small print!). Text or design elements smaller than 1mm may not print clearly and might not transfer properly to the garment. Very fine or tiny details may also struggle to adhere to the transfer. For the best results, add a stroke and thicken any fine details. Please note that we are not responsible for artwork that does not meet these minimum requirements.

Also, avoid transparency, gradients, and shadows. Transparency, see-through effects, and drop shadows do not work for DTF printing. Please remove any shadow or gradient effects from your design, as they will not print as you see them on screen.

Image quality is crucial. The printing process needs a high-quality image for a clean and neat result. Images with lower quality will not print well and may appear pixelated. Check your edge quality and watch out for pixelated edges in your images and designs.

Finally, regarding copyrights, we cannot print copyrighted or trademarked designs. Please only send designs you own the copyright to!

The file format you choose significantly impacts the clarity and quality of your printed designs. Here are the most effective options for Direct-to-Film (DTF) printing:

PNG (Preferred for Transparency): PNGs are a top choice for DTF. Their standout feature is support for transparent backgrounds, which is crucial for designs requiring clean, sharp edges like logos or intricate shapes.

JPEG (Use with Caution): While widely used due to smaller file sizes, JPEGs do not support transparency and can lose quality with repeated saves. If you use a JPEG, always ensure it's a high-resolution image. It's vital to preview your JPEGs after any edits before adding them to a gang sheet or sending them to us for printing!

TIFF (For High-Quality Details): TIFFs are excellent for preserving intricate details and don't lose information when saved. They're ideal for complex designs where quality is the absolute priority, though their file sizes can be larger.

PDF (Versatile and Clear): PDFs are incredibly versatile and can handle multiple layers while keeping your design crisp and clear. This makes them a great option for DTF printing.

For the best DTF results, high-resolution PNG files sized correctly (or larger) and vector file formats are your ultimate allies. They both excel at supporting the crucial transparency needed for DTF printing. Remember, while JPGs are common, their quality can degrade with edits, so proceed with care!

Need a Hand with Color Matching?

If you're struggling to match colors perfectly, don't hesitate to give us a call! We have a fantastic color library with over 3300 colors, all printed and heat-pressed with complete RGB settings for each. It's the easiest way to achieve precise color matching. We're here for you!

Capping off your order is simple with our flexible payment options! Choose the method that suits you best:

Prefer to pay directly from your bank account? Electronic Funds Transfer is a popular and secure way to complete your payment. Once you've confirmed your order, we'll provide you with our banking details. You can then make a transfer from your online banking portal or app. Just remember to use your order number as the reference so we can easily link your payment to your awesome caps!

For a lightning-fast and super convenient mobile payment experience, choose our secure PayGate option, powered by SnapScan!

What is SnapScan? SnapScan is a popular mobile app in South Africa that allows you to pay quickly and safely using your smartphone. It works by scanning a unique QR code.

How it works: When you select this option at checkout, you'll be guided to scan a QR code using your SnapScan app. Confirm the amount, and with a quick tap, your payment is complete. It's a hassle-free way to pay without needing to enter card details online!

At Hoed-Ya, we're all about capping your ideas and bringing your unique vision to life! Because each item we create is custom-made specifically for your order, designed and produced with your unique specifications, our return and exchange policy is a little different from off-the-shelf items. Please read it carefully:

Our Commitment to Quality

We stand by the quality of our craftsmanship and products. We meticulously check every custom cap and apparel item before it leaves our facility to ensure it meets our high standards and matches your approved design.

Custom Order Policy

All sales of custom-made caps and apparel are final. Due to the personalized nature of these products, we cannot accept returns or offer exchanges based on:

Change of Mind: We cannot offer refunds or exchanges if you simply change your mind after the order has been placed or produced.

Customer-Supplied Artwork Errors: We are not responsible for errors in the final product that are due to mistakes or low-quality artwork supplied by the customer (e.g., misspellings, incorrect colors chosen by the customer, pixelation from low-resolution files, or details that fall below our minimum artwork requirements as outlined in our "Prepare Your File" section).

Incorrect Sizing Chosen by Customer: Please double-check our sizing charts (if applicable) and your order details carefully before confirming. We cannot offer returns or exchanges for items that do not fit due to an incorrect size selection made by the customer.

Color Discrepancies (Screen vs. Print): While we strive for accuracy, colors viewed on a screen (monitor, phone) may vary slightly from the final printed product due to differences in screen calibration and printing processes. Such minor variations are not considered defects. If color matching is critical, please refer to our color library or contact us for assistance.

Your satisfaction is important to us! In the rare event that your custom order has a manufacturing defect or there's an error on our part (e.g., wrong design printed, significant production flaw, or an item produced that deviates from your approved final artwork proof), here's what to do:

You must notify us immediately within 3 business days of receiving your order if you believe there's a defect or error on our part. Please contact us via [Your Contact Method, e.g., email to info@hoed-ya.co.za or phone at 066 176 1870.

To help us assess the issue quickly, please provide evidence: your order number, a clear description of the defect or error, and high-quality photographs or videos clearly showing the issue.

Once we receive your notification and evidence, our team will review the claim. If we confirm a manufacturing defect or an error on our part, we will, at our discretion, either:

Reproduce and reship the corrected items to you at no additional cost.

Issue a refund for the affected items.

We may require you to return the defective items. If so, we'll provide instructions and cover the return shipping cost.

How to avoid issues: 

To ensure your custom caps are perfect from the start:

Review Your Artwork Carefully: Before approving your design, double-check all text, colors, and layout.

Adhere to File Requirements: Please ensure your submitted artwork meets all the specifications detailed in our "How to Prepare Your File" section (resolution, transparency, minimum detail size, etc.).

Confirm Sizing: If ordering apparel, please consult any provided sizing charts or contact us if you have questions about fit.

We appreciate your understanding of our custom order policy. Our goal is always to deliver high-quality, personalised products that you'll love!

To ensure your custom caps are perfect from the start:

Review Your Artwork Carefully: Before approving your design, double-check all text, colors, and layout.

Adhere to File Requirements: Please ensure your submitted artwork meets all the specifications detailed in our "How to Prepare Your File" section (resolution, transparency, minimum detail size, etc.).

Confirm Sizing: If ordering apparel, please consult any provided sizing charts or contact us if you have questions about fit.