If you’ve been in the screen-printing world for more than a minute, you already know that good communication is key to running a smooth operation. Whether you're dealing with new customers or long-time clients, there are some questions that come up time and time again.
Whether you're running a small shop or managing a full-scale production, you've heard these questions more than once.
Here’s a rundown of the most common ones—and how to respond in a way that keeps things clear, professional, and customer-friendly.
1. Can you expedite my order?
How to respond:
“Yes, we offer rush services when our schedule allows. There may be an additional fee depending on your timeline and order size. Let us know your deadline, and we’ll do our best to make it happen!”
Tip: Be transparent about your capabilities and pricing. If you’re too busy, offer a realistic alternative instead of overpromising. Don’t be afraid to charge extra.
2. What is your minimum order quantity (MOQ)?
How to respond:
“Our standard MOQ is [insert your number here], which helps keep printing costs efficient. However, for smaller runs, we can sometimes accommodate using alternative methods such as DTF.”
Tip: If you offer different printing methods, this is a good time to introduce them. If you can’t accommodate such a small run, don’t be afraid to turn away the business. You need to make a profit to survive.
3. Can you provide examples of your past work?
How to respond:
“Absolutely! You can check out our portfolio on [your website or Instagram]. We’re proud of the work we’ve done, and we’re always adding new projects.”
Tip: Keep your social media or website updated with clean, high-quality shots of your work.
4. Can you create artwork for me?
✅ If you offer design services:
“Yes, we offer in-house design services! If you have an idea or rough sketch, we can work with that. Design fees vary depending on complexity, but we’ll give you an upfront quote before we get started.”
🚫 If you don’t offer design services:
“We don’t currently provide design services, but we’d be happy to print your artwork if it’s print-ready. If you need help creating or editing a design, we can refer you to a trusted graphic designer we work with.”
Tip: Have clear pricing and revision policies in place—or referral partners you trust.
5. Can you provide a mockup of what the shirt will look like?
How to respond:
“Of course! We provide digital mockups for approval before printing. It helps ensure we’re all on the same page when it comes to design placement, sizing, and colors.”
Tip: This is also a great time to confirm shirt sizes, quantities, and colors.
6. Can you use this file? (And then they send a low-res, blurry JPEG)
✅ If you offer design help or file recreation:
“We took a look at your file—thanks for sending it over! Unfortunately, it’s not quite print-ready. For the best results, we recommend a high-res vector file like an AI, EPS, or PDF. If needed, we can help recreate your design for print for a small fee.”
🚫 If you don’t offer file recreation services:
“We reviewed your file, and it’s currently not print-ready. For best results, we recommend submitting a high-res vector file like an AI, EPS, or print-ready PDF. If you need help getting it prepared, we can refer you to a trusted designer.”
Tip: Educate your customers gently—most people just don’t know what ‘print-ready’ means.
7. Can you provide retail-ready t-shirts?
✅ If you do provide this service:
“Yes! We offer finishing services like tag removal, relabeling, folding, bagging, and even custom hang tags. Let us know what you need, and we’ll tailor the service to your brand.”
🚫 If you don’t provide this service:
“At this time, we don’t offer retail-ready services like folding, bagging, tagging, or relabeling. Our focus is on high-quality screen printing, and we deliver garments bulk-packed by size. If you need retail finishing, we’re happy to recommend a local partner or share tips on how to handle it post-print.”
Tip: Even if you don’t offer the service, being helpful and resourceful keeps the door open for future business.
8. Can you provide brand-name garments like Nike or Adidas?
✅ If you can source brand-name garments:
“Yes, we work with wholesale distributors and can source certain brand-name items like Nike, Adidas, and others. Send us the product style number or brand, and we’ll check availability and pricing.”
🚫 If you cannot source brand-name garments:
“At this time, we don’t stock or have access to brand-name apparel like Nike or Adidas through our wholesale suppliers. If you already have the garments and want us to print on them, let’s review the materials to make sure they’re print-friendly.”
Tip: Always confirm garment fabric content and print compatibility before saying yes.
9. Can you drop off the order?
How to respond:
“We typically ship or schedule pickups at our shop, but local delivery may be available for larger orders or for a fee. Let us know your location and we’ll see what we can do!”
Tip: If delivery is rare for you, be sure to set boundaries on when and where you offer it.
10. Do you take payment via credit card?
✅ If you accept cards:
“Yes, we accept all major credit cards. We also accept:
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PayPal
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Venmo
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Zelle
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Bank transfers
A deposit is required to start production, with final payment due upon completion or before shipping.”
🚫 If you don’t accept cards:
“At this time, we do not accept credit card payments. We currently accept:
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Zelle
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Venmo
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Business checks
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Cash (in person)
We’ll provide a payment invoice with instructions when we finalize your order.”
Tip: Make sure your payment terms are always clear—and don’t hesitate to ask for a deposit upfront.
11. Can I add another t-shirt to the order? (After the order is already finished)
How to respond:
“Once an order is completed, we can’t add additional shirts to that specific run. However, we’d be happy to start a new order for you! Keep in mind that our standard minimums and setup fees will apply.”
Tip: Let customers know upfront that reorders are treated as new orders. It saves awkward conversations later and sets clear expectations.
12. Can I supply my own garments for you to print on?
✅ If you accept customer-supplied garments:
“Yes, we accept customer-supplied garments in most cases. We’ll need to inspect the items before confirming, just to make sure they’re compatible with our print process. Please note: we can’t replace any misprints on customer-supplied goods, and a spoilage allowance of 2–3% is standard in the industry.”
🚫 If you don’t accept customer-supplied garments:
“We focus on printing garments we supply to ensure consistent quality and print results. This helps us control variables like fabric type and shrinkage. If you’re looking for a specific brand or style, let us know—we can often source it for you through our wholesale partners.”
Tip: Always have a waiver or policy in place for customer-supplied goods.
13. Can you match specific Pantone® colors?
✅ If you offer Pantone matching:
“Yes! We offer Pantone color matching for an additional fee. Just send over the specific Pantone code, and we’ll mix the ink to match as closely as possible. Keep in mind that some garment colors or fabric types may affect how the ink appears once printed.”
🚫 If you don’t offer Pantone matching:
“At this time, we don’t offer Pantone matching. We use standard ink colors that are visually close to most common tones, and we’re happy to help you pick the closest match. If color precision is critical, we recommend working with a shop that specializes in Pantone ink mixing.”
Tip: Always let customers know that color may vary slightly across fabric types.
14. Do you offer embroidery or other decoration methods (like DTF, DTG, etc.)?
✅ If you do:
“Yes, in addition to screen printing, we also offer:
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Embroidery
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DTF transfers
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DTG
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Heat press vinyl
Let us know your project details, and we’ll help you choose the best method for your design and budget.”
🚫 If you don’t:
“We specialize in high-quality screen printing and currently don’t offer embroidery or digital printing. However, we’re happy to refer you to trusted partners who do. If your design works well with screen printing, we’d love to help with that!”
Tip: Offering referrals still builds trust and keeps the customer relationship strong.
15. Can you split the order across different designs or shirt styles?
✅ If you can do it:
“Yes, we can split your order across different designs or shirt styles! Just note that each design or style change may be treated as a separate setup, which can affect pricing. Let’s chat through the details and we’ll give you an accurate quote.”
🚫 If you don’t:
“For consistency and efficiency, we treat each design or shirt style as a separate order. This helps us maintain print quality and keeps production on track. If you’re looking to run multiple designs, we’re happy to quote each one separately.”
Tip: Split orders can eat up time—make sure you price them to reflect that.
Final Thoughts
Dealing with customer questions doesn’t have to feel repetitive or frustrating. With some prepared answers and a friendly tone, you’ll build trust and save time. Remember: the more proactive you are with your info (via email, social media, or your website), the fewer surprises you'll run into during the order process.
Want to make your own FAQ page?
Feel free to borrow from this list, simply copy and paste.
Got more questions from customers you hear all the time?
Drop them in the comments—we’ll keep the conversation going.
