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    Customer Services

    Call Us: 800-123-4567

    Mon-Fri: 9:00 am - 6:00 pm
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    Free shippingdelivery all orders of $49 or more of eligible items across any product category qualify.

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    You can return any item purchased on Shella within 20 days of the delivery date.

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    What is Customization?

    Our customization service personalizes your JetPack bag with your very own DJ/Comany Logo.

    How is this Customization done?

    Your logo is placed onto the JetPack Bag by using high quality threaded embroidery. We choose to use embroidery because of it's striking appearance, and also because of its durability and longevity.

    Where is the logo placed, and how large is it?

    Generally your logo is placed on the front of your JetPack, slightly above center, as large we can to be prominently featured. The size of the logo is usually between 5 to 7 inches for the longest dimension, depending on which product you ordered, and the shape of logo. If you have any other other requests please email us at artwork@orbitconcepts.com.

    What if I order 2 logos?

    Our main two options are both logos adjacent in the center of the JetPack, or one centered, and one in the bottom corner. The most common scenario for this option is one individualized logo and an accompanying company or crew logo. We would place them accordingly. Please email artwork@orbitconcepts.com if you have any specific questions. (Only one logo max is available for the JetPack XL)


    How do I submit my logo for customization?

    On the product page, once you select either 1 or 2 logos from the customization drop down menu, a file upload option will appear for you to submit prior to adding to cart.  Please upload your main logo as "Logo #1" and your secondary logo as "Logo #2" (Only one logo max is available for the JetPack XL)

    What file types do you accept?

    Any standard image file is accepted, including JPG, PNG, PDF and vector files, etc. however our preferred format would be PDF and Vector files.

    Do you have any guidelines for submitting a logo?

    This is a threaded embroidery: we are recreating your logo by sewing in colored threads - this is not a print.  Whereas with a print or screen, you can achieve virtually any color with a combination of ink... here we are limited to availability of the actual color of threads. While we have a wide selection, be aware this means some colors will not be exact... although we should get it very close at worst.

    This also means certain design elements will not translate completely, such as color gradients, shading, glow effects, etc. It’s best to keep it simple, mostly text based, and to avoid complex images. It just won't look good. So please, try to avoid fading colors, sparkles, metallic shiny effects, etc.

    If you are unsure, please submit your logo beforehand to artwork@orbitconcepts.com and we'll address any specific issue as necessary.

    With the exception of the Slim Camo/Gray, when sending in your logo please be mindful that it will be printed onto a black surface, so solid black images or letters should be avoided, or surrounded with a border.

    So can I can't just submit any picture?

    In short no. The vast majority of our logos are simple text based logos with solid colors. Please do not send in complex pictures with backgrounds included, they will be omitted. Do not include additional images such as faces, profiles, and intricately detailed scenes, or uneccesary social media (instagram, facebook, etc) icons or handles... they will be omitted as well. THIS IS NOT A PRINTING SERVICE, we are just placing your NAME or SYMBOL and that's it. If your logo is too large or too complex, we may need to contact you about an additional logo charge.

    How long does the customization process take?

    We ask for up to a maximum of 3 weeks from date of purchase for the entire process, although this is the max amount only, we usually complete the process much quicker than that.

    Why does it take that long?

    Again this is not a simple print, we can't just input an image and the machine automatically embroiders the file. A skilled embroiderer has to take your image, and digitize it into an embroidery ready file that will direct the machine to properly create your logo. This includes details such as the order of stitching, which stitching pattern to use to recreate the proper look, and when to change colors. This cannot be done automatically and takes time. Other factors include complexity of logo and volume of customized orders at that time.

    How will I know that the logo will look good?

    Once we receive your artwork, we create a virtual rendering that will simulate how your logo will look embroidered. We will send it to you with a side by side comparison to the original artwork for your approval, and will only complete the process once we get your explicit approval.

    Are there any differences I can expect, being that it is embroidered?

    The finished product will range from being an exact logo, to very close.  Again, Customization is done by embroidery, not a printing, so there will need to be some translation due to every detail being executed via sewn threads.  Your logo will at the very least, be a faithful representation, and this usually depends on the complexity of the artwork provided.  Simpler logos will be exact.  However with certain design elements, some translation to threading will have to happen. Gradients will become a solid color, shiny or glowing effects will be omitted, and borders or outlines may not be exact.  Also since we need to find an exact thread to accomplish each color, the thread used potentially will not be exact, but it will be as close as we can get based on available threads. It is impossible to own every single color on thread... but we have a good variety.  Rest assured, it will look good.

    Can I just tell you guys "to do whatever looks good?"

    Due to the liability factors no. You might think it's ok for us to do what we want, but that doesn't guarantee your satisfaction with the final product. That creates a compromised situation, so we will need explicit approval from the customer before we execute any customization. It's just better that way. At most you can just provide us your name and a specific desired font. But outside of that you will need to provide all artwork. WE DO NOT OFFER DESIGN SERVICES.  What we do is provide an accurate digitization of whatever it is you provide us.  Color options, modifications, that all has to be done prior to submitting your logo to us.

    Can i change my logo after submitting it?

    Generally no, unless you contact us immediately after ordering. The reason is that the digitization of the logo alone already renders us a cost, even prior to any stitching being done. Please be aware of this as you are submitting your logo.

    I approved of the rendering, but now that I got it I changed my mind. Can I return this bag?

    Barring any manufacturer defect, all sales on customized bags are final.

    I already ordered and received a non-customized JetPack, can I still get it customized?

    Once we ship out your order we can no longer offer customization. But please understand that the cost for you to ship it to us, and to have it shipped back to you would not make this a reasonable decision anyway.

    Should I really order customization?

    Everyone is different, but we highly recommend it. Branding is extremely important for DJs and this is an excellent opportunity to have a unique, personalized branded product with your own logo at a reasonable price. The satisfaction rate for customized bags are extremely high, we definitely recommend that you experience owning your own customized JetPack bag.

     

    WARRANTY

    Orbit Concepts offers a limited one-year warranty that guarantees all products to be free of defects in material and workmanship for a period of one year from the date of purchase.

    We will replace any products found to be defective within the range of common and everyday use. Our warranty does not apply to damage caused by accidents and/or wear and tear. Our only responsibility shall be limited to the refund or replacement of the defective product.

    The limited one-year warranty only applies to products that have been purchased from our website or an authorized Orbit Concepts retailers. All warranty claims must be accompanied by the original purchase receipt.

    Warranty is automatically voided if any modification, change or alteration has been made to the product.

    If you should experience a defect in material or workmanship please send us some images of the defect along with a scanned copy of the purchase receipt to info@orbitconcepts.com and we will reply with RA (Return Authorization) number and give you additional instructions to file a claim.

    All warranty products must receive an RA (Return Authorization) number prior to mailing the product. Products mailed without an RA number will not be received and will be mailed back to the customer at their expense.

    Orbit Concepts will repair or replace at our expense, if a defect is found, the consumer will be responsible for return shipping charges to our facilities.
    __________________________________________________________________________________________________
    RETURN POLICY

    Orders within the United States.  Customers can return products for any reason within 30 days of the date of purchase.  Return products must be in new condition with the tags still attached.   Upon the review and approval of return item, we will issue a full refund for the item minus the initial shipping cost.  Prepaid return labels will only be issue for bags with warranty issues.  All sales are final on bags that have been customized.  


    International orders: We will not issue RA (Return Authorization) number or accept return Item(s) from International orders. Instead, upon review of sent images of the defective item(s) and the approval of the warranty claim we will issue a partial or full refund based on the value of the repair.

    We are always ready to assist you in any possible way so please don’t hesitate to contact us if you have any questions.

    address: Orbit Concepts, 11703 Anabel Ave., Garden Grove, CA 92843
    email: info@orbitconcepts.com

    Thanks for contacting us. We'll get back to you as soon as possible.

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