GENERAL ORDER QUESTIONS
I have a question about an order or product. Who do I contact?
For technical questions and order changes contact us at email@example.com.
For samples, product related questions, or bulk and custom ordering please email firstname.lastname@example.org.
We will get back to you ASAP!
Can I call you with a question?
We do not offer phone support - please send us an email with your question(s).
Help! I ordered the wrong item. Can I change it before it ships?
We are unable to alter orders once they are placed. If you’d like a different item we can cancel/refund your current order and you will need to place a new one. Please email email@example.com with the subject line “Cancel Order” and include your order number in the subject line.
I’m looking for an item that I can’t find on the web store.
All items listed on the web store are what we currently have available for purchase. Custom orders are available in quantities of 500 or above.
Where are my items coming from? Who is SomethingInked?
SomethingInked is a Nashville TN based small business whose pre-COVID business consisted of supplying promotional products for events and gatherings ranging from national sporting events and concerts that fill arenas to family reunions and birthday parties. We have since pivoted our business to helping our clients navigate these challenging times with additional online resources and ways to not only drive revenue and employment but also to help give back to communities across the country.
Learn more about us at somethinginked.com
GENERAL MASK INFO
All masks are non-returnable, 2-ply, non-medical use, 100% cotton trim and inner lining, 100% polyester outer artwork layer. For more information please view our Mask Details page.
BULK ORDERS / CUSTOM MASK ORDERS
Can I purchase my favorite Tennessee brand’s mask(s) on tnmasksupply.com?
TN Mask Supply and the State are not distributing partner masks. Our 30+ partners are distributing the masks via their own channels or by partnering with local nonprofits.
Can you print a 5 pack of a custom mask?
Unfortunately no, the minimum for custom masks is 500 pieces.
Can I place a bulk order for quantities other than multiples of 500?
Yes, we can manually process orders of 500+ masks at any quantity. Please contact us at firstname.lastname@example.org before placing your mask order online if you are interested in quantities other than multiples of 500.
Can I print any logo or artwork on the custom masks?
Copyrighted artwork and logos will only be accepted for print with proof of legal usage. If an order is submitted and copyrighted artwork appears to be used without approval or consent of the artwork owner the order will be canceled and refunded prior to production.
What are the artwork specs and how do I submit custom mask artwork?
Masks are sublimated on the outer polyester layer. There are no color restrictions for sublimated artwork. Please provide a vector or high resolution layered artwork file for best results. For quickest and most accurate mask artwork creation please use our Mask Template.
You will need to have your mask artwork ready before placing your custom mask order on tnmasksupply.com. Visit the Custom Mask page and upload your artwork in the “Custom Mask Artwork Upload” area just above the “add to cart” button. Once artwork is successfully uploaded you can click the “add to cart” button to place your order and proceed to checkout.
Can I see a preview of my custom mask before ordering?
No, you will have to submit your order before getting a preview of the finished product. However, we will not print your masks without your artwork approval.
Once your order is submitted we will email you a mockup of your mask to the email address you provide during checkout. Please allow 1-2 business days to receive your mask mockup. Once you receive your mask mockup image please reply to the email with your changes or with “APPROVED”. Once approved your order will then be put into production. Any artwork changes after mockup approval will be made at the customers cost.
How do I order a sample?
Please contact us at email@example.com to order a mask sample.
How long does it take for my order to ship?
We make every effort to get your order to you as quickly as possible. Most 5-pack mask orders ship in 8-10 business days from when the order was placed. Bulk orders of 500 pieces or more ship in 8-10 business days. For custom orders please allow 2-3 business days for order processing prior to shipping time frames. We ship Monday through Friday, excluding holidays. Sometimes, during high volume season(s), orders may take longer to process. Once your order has shipped, you will receive a shipment confirmation email with tracking. Please allow 1 business day for tracking to update.
What shipping carriers do you use?
All domestic orders will be shipped via USPS. International orders are delivered via USPS with final delivery typically made by your regional postal carrier.
Do you offer expedited shipping options?
All mask orders are made on-demand and therefore take 8-10 business days for order processing, production, and shipping. We make every effort to get your order to you as quickly as possible.
Can I change my shipping address?
If your order has not yet been shipped, we will make every effort to change it! Please send an email to firstname.lastname@example.org as soon as possible with the subject line “Change Shipping Address” to inquire about changing your shipping address. Please make sure to include your order number for faster service.
When will I receive my order?
We make every effort to get your order to you as quickly as possible. Once shipped, most domestic orders will arrive in 3-5 business days for standard delivery.
How can I track my order?
We will send you a tracking number directly to the email address you used upon placing your order. The email with the tracking number is separate from your order confirmation email and you will receive it once the order has been shipped. Please check your spam folder for this notification - if for some reason you don’t receive after 10 business days of order placement please send us an email with the subject line “Tracking Inquiry” to email@example.com.
My tracking status has not updated. What’s going on with my order?
USPS tracking updates are not always updated in real time. Please keep checking your tracking status for one week and you should start to see updates! After a week, if you don’t see an update please send us an email with the subject line “Tracking Inquiry” to firstname.lastname@example.org.
Can I return/exchange an item?
All mask orders are non-returnable. If your order was received incorrectly, incomplete, or damaged you can contact us for a refund or replacement. Please send us an email explaining the issue with a photograph of the incorrect, incomplete, or damaged product and be sure to include your order # for fastest response.
How can I cancel my order?
As long as your order has not shipped, we can cancel your order. Please send an email to email@example.com with the subject line “Cancel Order” and include your order # in the subject line - we’ll take care of that for you. Refunds are transferred back to the original form of payment and will be processed within 48-72 hours of cancellation notification. It may take your bank a few additional business days to post the credit to your account.