Why does it take longer for ATA to turn orders than say, Amazon?
Our goal is to be like Amazon and turn orders in 2 days, but we're not there yet. Delivery of items is our #1 concentration as a company and we are constantly improving our processes as much as possible.
We are a team of 4 people helping with production and we do absolutely everything we can to get orders lined-up, printed and sent out. We make each order one-by-one and literally by hand. We are unable to hold much printed stock because it just not financially feasible... if we held stock, we could carry MAYBE ten designs total.
We buy blanks and print 5 days a week; at times, it can take 7-10 business days to receive, prep, print, pack and turn orders. We move as fast as humanly possible and although it may take a few extra days to get your shirt, we will ALWAYS get it to you! Over the past 5 years, we have delivered thousands of tees and every week, we are learning how to speed up the process.
If you have an order issue/question, please use this form to contact us and we will get back to you ASAP! Be advised that we are in the office from 9AM-8PM Monday-Friday and we will answer all emails received.
What if I need to exchange and item?
If you wish to exchange an item, it must be within 21 days of ship date from here. As we said above, every order is a custom job, so when an item is sent back, we have to eat the cost and make a new one; for that reason, exchanges must happen within 30 days. Please send your items to the address below with a note on what you would like to do with the exchange. Unfortunately, if the order ship date is older than 30 days of ship date, we have to charge a 15% stock fee in order to procure and re-send your exchanged items. If you want to up size or downsize, please observe the above rules and send it back to us and we will fix it.
What if I need to return and item?
If you wish to return an order for any reason, you must do so within 21 days of ship date from our shop. If you want to simply up size or downsize or change colors, please realize we need to observe a 15% restocking fee because we print to order. Once we receive your package, we will process it as soon as possible and refund your order price, less shipping costs. If WE make a mistake and send you the wrong size, color or item, we will refund you in full plus shipping.
ARM THE ANIMALS
113 E. SANTA CLARA STREET UNIT A
ARCADIA, CA 91006
If you do not find the answers you need on this page, please "Leave Us A Message" through our HELP bubble in the lower-right of your page.
Where do I enter my discount code?
When checking out, you will go to paypal.com right away, this is where PayPal collects your shipping and billing addresses. After entering that data, you will return to Shopify where you will see your shipping rate; this is where you type in a discount code and your price is updated according to your code. On that same page, your will get to apply your code and finalize your transaction.
What does "print to order" mean?
We are a small, boutique brand and in order for us to offer multiple designs to the public, we must print to order - or print what we sell on a per day basis. Everyday, we tally orders and order all the shirts we need for those orders. As soon as they come in, we send them to production and get them done as quickly as possible.
What forms of payment do you accept?
Right now we accept all the usual forms of payment: credit & debit cards, PayPal purchases, e-checks, etc. We process all of our order through PayPal for a few simple reasons: 1. It works 2. It has served us incredibly well 3. It is almost universally accessible across the globe!
Do I need a PayPal account to make a purchase?
Nope. PayPal will allow you to put in your credit/debit card information just like any other e-commerce store.
Wait… I didn’t put in my address anywhere?
If you made a purchase and were NOT prompted to enter an address, that means the address associated with your PayPal account will be used as your shipping address. If this address is incorrect or inaccurate in any way, please "Leave Us A Message" through our HELP bubble in the lower-right of your page.
DOH! I made a mistake on my order! What do I do now?
If you messed up on your order, simply "Leave Us A Message" through our HELP bubble in the lower-right of your page.and tell us what you would like changed; we will respond as soon as possible and make all the corrections for you.
What is your return and exchange policy?
If we make a mistake and send you the wrong item (incorrect size, color, cut, etc.) we will absolutely replace it with the correct item ASAP! Contact us through the "Leave Us A Message" function in our HELP bubble in the lower-right of your page.
If we sent you the correct items and something simply doesn’t fit or is not to your liking, we will gladly accept it back and swap it out for another item of equal or less value, so long as the item is in stock, has not been worn out or been washed. Once an item is washed, we cannot accept an item back unless it is truly defective. This policy is valid within 14 days of you receiving your order and your must contact us prior to the end of this 14 day period for your claim to be validated by us.
Shipping Frequently Asked Questions
How Much Is Shipping?
Our most common shipping rate for one item weighing less than 12 oz. is $4.95 and we ship it via USPS First Class Mail. For items and order weighing more than 12 oz., we utilize USPS 2nd Day Priority shipping; this includes hoodies, fleece tops and multiple item orders that are greater than 12 oz. in weight.
Some countries may have state/provincial tariffs, taxes, fees, etc. on items coming from the United States and we cannot be responsible for them. Please check with your local postal system for details in your area.
What shipping service do you use?
At present, we use the U.S. Postal Service for all deliveries. We have used them for over 3 years now and they have shown to be the most reliable and affordable way of getting our products to our customers.
Do you ship to international destinations?
Absolutely! We are proud to say that ATA has shipped product to almost every country in the world! We have shipped without incident to destinations such as Azerbaijan, The UAE, Africa, Israel, Asia and all countries in South America (even the little islands off the coast).
International shipping is more expensive and there is nothing we can do about that, unfortunately. However, we have done our homework to make sure our rates reflect all the different destinations across the world we have shipped to in the past. We do all we can to keep shipping costs as low as possible and we promise to get you your order no matter where you are!
Do I need to fill out customs forms?
No! Our shipping system allows us to generate all necessary customs forms and we are able to provide all the documentation required by mail carriers.
Can I track my order?
Yes! We ship batches of items every day and as soon as we post your package, you will receive a tracking link from us via email and you can then track your package to your door.
I entered and old or incorrect shipping address! What can I do?
If you have not yet received a tracking link from us, simply "Leave Us A Message" through our HELP bubble in the lower-right of your page. We can change the shipping data in your order and avoid the hassle of a lost order.
If you have already received your tracking link, then we have to wait for the package to come back to us from the USPS. This is a sucky situation and it has only happened a few times, but it has happened. If you have sent your order to an old or wrong address, the best thing to do is contact the people currently at the address, if possible, and asks them to return the package to their postal carrier. This is the only way to deal with this situation and we have learned that 99% of people are honest and simply give the package back to their postal carrier.
Why does my tracking link say “Not Found” when I click on it?
Once we pass your package to the USPS, they process it and check it into their system as soon as they can. Once they do this, they will begin generating tracking data for your package.
Please understand that once you receive your tracking link, we no longer have your package and it is with the USPS. Unfortunately, we cannot recall packages that have already sent, so if something is wrong, we have to wait for you to receive it and send it back, or wait for it to “bounce back” from the USPS.
I placed an order and received a tracking link, but I never got my package?
In 3+ years of business and thousands of orders this has only happened to us a hand full of times; it is extremely rare, but it CAN happen. If it does, please do the following:
- "Leave Us A Message" through our HELP bubble in the lower-right of the page and let us know what is happening. We have a couple steps to see if we can find your package online or find it back here as a returned parcel. We will answer you back and let you know if we found it.
If we are unable to find it, the next step to take is contacting the USPS CLAIMS DEPARTMENT and file an official claim. They understand things like this happen and are usually helpful in trying to find your missing package.
Once your package leaves our building, it becomes the property of the U.S. Postal Service and is their sole responsibility. We no longer have control over it in any way and cannot do a whole lot to remedy the situation. If this does happen, we cannot refund, replace or credit anyone for a lost or stolen package. This is to protect us against fraud and is standard practice for all online businesses.
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In our first few months of business, several people claimed to have never received their packages and we replaced them at our expense. We later found out these claims were completely false and worked closely with PayPal & the U.S. Postal Service to investigate them. It turned out that 9 of the 10 claims were completely false and all of the individuals had charges filed against them and their PayPal accounts deleted.