FREQUENTLY ASKED QUESTIONS:
Where is the store based?
We live and work in San Jose, California
What is "UGAT"?
Filipino word (Tagalog) which means roots or origin.
What is this store's return and exchange policy?
Please take your time to consider our size charts for each item/email us with sizing questions before you order to minimize the chances of needing to return.
However, we will happily exchange domestic orders for wrong sizes or based on preference, simply message us, then pay to ship the item back (WITH TRACKING PROVIDED) and we will ship you the exchange once we receive the original item. EXCHANGES MUST BE SENT BACK TO US WITHIN 14 DAYS OF DELIVERY. PLEASE NOTIFY US IF YOU ARE SHIPPING SOMETHING TO OUR PO BOX. We will also only accept unworn/like-new products in exchanges. If you return a damaged or dirty product back to us you will not be given a full refund.
If you return an item in exchange for another item that is out of stock you will be given store credit.
Unfortunately due to an overwhelming number of international exchanges and the cost we have to take on due to that (and a higher risk of those exchanges getting lost/taking an excessive amount of time to reach us), ALL INTERNATIONAL SALES ARE FINAL.
If your order is returned to us as a return to sender due to a mistake on your part (insufficient address, you've moved, you missed a delivery and did not follow up with your post office, etc.) you will have to pay for shipping a second time. We have had far too many people incorrectly enter their address/leave off apartment numbers and it results in a huge amount of return to sender packages. So PLEASE CHECK AND THEN DOUBLE CHECK YOUR ADDRESS AND CONTACT INFO.
We reserve the right to refuse service to anyone who contacts us with hostility via our website, email, and social media. Please try and address your emails courteously and remember that we are people on the other end of your request. Also provide us with an informative subject line along with your name you used/order number from your order so we can handle your request ASAP.
Do you accept orders placed outside of the US?
Yup! However, shipping time and cost will reflect that. Also, ALL INTERNATIONAL SALES ARE FINAL (unless of course we make some sort of mistake), so please take a look at our size charts/shoot us an email regarding sizing if you are not 100% sure what size you need.
Additionally we try our best to make sure that customs charges are covered and ship our items as "gifts" rather than "commercial sold items" but cannot always guarantee that every country's customs will be accommodating. *International shipments may be subject to local duties and taxes, which are to be paid by the customer not by Ugat Clothing.*
How long will it take to receive my order?
Once shipped (which can take anywhere between 4-10 business days to process and produce due to our items being printed on demand) most domestic orders take anywhere from 2 to 10 business days to arrive via USPS depending on the efficiency of your local postal service, tracking is included in your shipping notification email (if for some reason you don't receive this info shoot us an email). International shipping delivery times may vary between 2 and 12 weeks.
Keep in mind that Ugat is a one man team so we try our best to keep on top of things so you will receive your item in a timely manner. Holidays are very busy for us and will slow down order processing and shipping due to the sheer volume of orders we get, so please keep that in mind when ordering. Also due to the fact that everything is printed on an on-demand basis your order is printed when your order is placed.
What if I need something by a certain date?
If you have a time deadline for receiving your package (especially if you are not in the US) please contact us and let us know. Ask us if your deadline is feasible and we will do our best to try and make it happen. We usually ship out on twice a week, and you will receive a notification when your item is shipped. However, once we ship out packages they are in the hands of the USPS, we provide tracking information which should help ease your mind on the time frame for your delivery but if you are an international customer, your order can take up to 12 weeks to deliver so there are no guarantees on delivery time.
What if I don't see my size?
If a shirt is sold out for a certain size, we will do our best to restock that shirt as soon possible. However, we carefully consider our stock levels and orders and consistently have decent amount of stock. If what you want is not in stock, we cannot guarantee we will restock it or when, we may have moved on to a new style, color, or design.
Do you carry plus sizes/xs?
We do our best to stock a handful of plus sizes and in each of our designs. If you don't see your size listed, it may be sold out. Please email us if you want to request a size currently out of stock or unavailable. We will do our best to accommodate you request.
*Some of the specific colors/styles we print on do not come in this full range of sizes but we try our best to include them as much as possible.
Where do you print your shirts?
I print the shirts in our garage! Your support go along way in supporting my family and also my work in the community. I screen print most of our products. If its not screen printed, like embroidery, sublimation (all over printing), they are outsourced to other local and international companies which will be shipped separately. We keep a low stock of the shirts and do production on demand.
What if something is wrong with my order?
If you have a problem with an order please reach out to us ASAP through our contact form or directly at email@example.com. Reaching out via social media is not the most effective way to communicate with us, please do not use social media to ask about an order, direct those questions to us via email only.
Additionally due to the large number of mistakes made when people input their addresses at check out PLEASE DOUBLE CHECK YOUR SHIPPING INFO BEFORE YOU SUBMIT YOUR ORDER!
GENERAL SIZE CHART FOR MOST OF OUR SHIRTS:
**Binding should be done at the wearer's own risk, we do not accept any responsibility after purchase.**
The all over print shirts and crewneck sweater are different from the size chart below.