Shopping FAQs

Most of our products are made-to-order. This means we prepare or produce the item after your order details are confirmed.

Some items may be available as ready-made or ready-to-ship products, but this will be shown on the product page or confirmed with you before payment.

Made-to-order means your item is prepared specifically for your request. Depending on the product, this may include sourcing materials, preparing the design, printing, cutting, sewing, assembling, packing, or finishing the product.

Because of this, production time is required before the item can be shipped or picked up.

We offer made-to-order and customized products such as:

• T-shirts and other apparel
• Pouches
• Tote bags
• Scented candles
• Pillowcases
• Curtains
• Bedsheets
• Stickers
• Mugs
• Tumblers

Product availability may depend on material supply, product type, design requirements, and production schedule.

Yes. Most SamThi products can be customized depending on the item. Customization may include print, design, text, name, logo, artwork, size, color, fabric, scent, material, layout, or packaging.

Available options will be shown on the product page or confirmed with you during the order process.

Yes. You may send your own design, logo, artwork, text, reference image, or layout idea. We will review the file and let you know if it is suitable for production.

For best results, please send a clear and high-resolution file.

We may accept common file types such as PNG, JPG, PDF, SVG, AI, PSD, or Canva links, depending on the product and production method.

For logos, text-based designs, and detailed artwork, vector files are preferred when available.

Yes. You can still inquire or place a request even if your design is not final yet.

You may send us your idea, reference photo, sample design, preferred text, or inspiration. We can help you check what is possible and suggest the best way to prepare the product.

Yes. Design assistance is available as a paid add-on.

Small edits may be done for free, depending on the request. However, if the design requires more time, layout work, cleanup, revisions, or creative preparation, we may charge an additional design fee.

Yes. For customized items, we will provide a design preview, mockup, or confirmation through the order tracking page.

We want to help you achieve your product goal, so we will communicate important design details before production proceeds.

Please review all details carefully, including spelling, names, dates, colors, layout, quantity, and product options.

Yes, you may request changes before final approval and before production starts.

Once production has started, changes may no longer be possible or may require additional fees, especially if materials have already been sourced or the item has already been printed, sewn, assembled, or customized.

We may decline designs that involve copyrighted characters, protected brand logos, trademarked artwork, or intellectual property that you do not own or have permission to use.

If you are ordering for a business, organization, school, event, or brand, please make sure you have permission to use the logo, name, artwork, or design you provide.

You can place an order by selecting a product on SamThi.com, choosing the available options, adding your customization details, and submitting your order or inquiry.

After that, we may contact you to confirm the product, quantity, design, timeline, payment details, delivery method, and other order requirements.

Yes. You may inquire first before confirming your order.

This is helpful if you have a custom request, bulk order, special material, event deadline, or design that needs checking.

Yes. Store pickup and personal inquiries are available.

You may visit us at Salvania Compound, which can be searched on Google Maps or Waze.

Your order is usually considered confirmed once we have finalized the order details and received the required 50% down payment.

The down payment allows us to source materials, reserve production time, and begin the work needed for your order.

Please provide the product name, quantity, size, color, design or print details, preferred material, scent if applicable, delivery or pickup preference, target deadline, and your contact information.

For custom designs, please also send the design file, reference image, text, logo, artwork, or layout instructions.

Yes. We accept bulk orders depending on the product, quantity, timeline, and material availability.

For bulk orders, we recommend contacting us early so we can check material sourcing, production schedule, pricing, and delivery arrangements.

Some products may be available for single orders, while others may require a minimum quantity depending on the item, material, printing method, or production setup.

Minimum order requirements will be shown on the product page or confirmed during your inquiry.

For made-to-order products, we require a 50% down payment before production starts.

The remaining 50% balance plus the delivery fee must be paid once production is complete and the order is marked as ready for shipping.

We require a down payment because made-to-order products require material sourcing, labor, production preparation, and reserved production time.

This helps us secure the materials needed for your order and begin production properly.

The remaining 50% balance is paid after production is completed and the order is marked as ready for shipping.

If your order will be delivered, the delivery fee will also be included in the final payment.

We accept the following payment methods:

• BPI
• GCash
• GoTyme
• Bank transfer
• Cash payment during store visit

We may consider cash on delivery in the future, but it may not always be available for made-to-order items.

Cash on delivery may be considered in the future, but for now, made-to-order products generally require a 50% down payment before production.

If COD becomes available for certain products or locations, it will be announced or shown during checkout.

Yes. You may pay the full amount in advance if you prefer.

For delivery orders, the delivery fee may still be confirmed after production or before shipping, depending on the delivery method.

Cancellation depends on the order status.

If production has not started and materials have not been sourced, cancellation may still be reviewed. If materials have already been purchased, production has started, or the item has been customized, the down payment may no longer be refundable.

Production time, including material sourcing, may take 3 to 14 days, depending on the product, quantity, design complexity, material availability, and current production queue.

The estimated production time will be disclosed on the product page.

The production timeline usually starts after your order details are complete, the required down payment has been received, and any required design approval has been confirmed.

Delays in payment, missing files, unclear instructions, or late approval may move the production schedule.

Yes. We will provide updates through the order tracking page at:

/order-tracking

We may also notify you through email and SMS.

If we encounter a delay during material sourcing or production, we will notify you through email, SMS, and the order tracking page.

Delays may happen because of material availability, supplier issues, design revisions, production queue, courier limitations, weather, holidays, or other unexpected issues.

Rush orders may be accepted depending on product type, material availability, design readiness, and current workload.

Additional rush fees may apply. We will confirm if your requested deadline is possible before accepting the rush order.

We will do our best to meet your preferred deadline, but we can only confirm feasibility after checking the product, quantity, design, materials, and production schedule.

For events, giveaways, souvenirs, or bulk orders, we recommend ordering as early as possible.

You can track your order through the SamThi order tracking page:

/order-tracking

This page may show your order status, design confirmation, production updates, payment status, and shipping readiness.

Your order may go through statuses such as:

• Order received
• Awaiting down payment
• Design review
• Awaiting design approval
• Materials sourcing
• In production
• Quality checking
• Ready for pickup
• Ready for shipping
• Completed

The exact status may depend on the product and order type.

Yes. We may use the order tracking page to communicate design previews, approval requests, order notes, and important updates.

Please check your order tracking page regularly so your order does not get delayed.

Yes. Store pickup is available.

Once your order is ready, we will notify you and provide pickup instructions.

You may visit us at Salvania Compound. You can search for it on Google Maps or Waze.

You may also visit personally to inquire, place an order, or arrange pickup.

Yes. Delivery may be available depending on your location, the product, and the delivery method.

Delivery fees will be confirmed before shipping.

The delivery fee is paid together with the remaining 50% balance once the order is completed and marked as ready for shipping.

Delivery may be available nationwide depending on courier coverage, product type, size, weight, and shipping restrictions.

Large, fragile, scented, bulky, or custom items may require special delivery arrangements.

Once the item is handed over to the courier, delivery time may depend on the courier’s schedule, route, service coverage, weather, and other delivery conditions.

We will provide available delivery details when possible, but courier-related delays may be outside our direct control.

This may be allowed depending on the order and pickup arrangement.

If you book your own courier, please make sure the rider or courier can properly handle the item, especially for fragile, bulky, scented, or custom-made products.

Made-to-order and customized items are generally not returnable due to change of mind, wrong size selection, wrong details provided by the customer, or preference after approval.

However, if there is a confirmed defect, wrong item, wrong approved design, or production error caused by us, we will review the concern and provide an appropriate solution.

Refunds may be considered for valid concerns such as confirmed defects, unavailable items after payment, duplicate payments, or production errors that cannot be corrected.

Refunds are generally not allowed for change of mind, approved designs, incorrect details provided by the customer, or delays caused by late customer approval or incomplete information.

Please contact us as soon as possible and send clear photos or videos of the issue.

We will review the concern and may offer repair, replacement, reprint, partial refund, full refund, or another appropriate solution depending on the case.

A defect may include a major print error, wrong product, wrong approved design, damaged item before delivery, missing quantity, unusable product, or a production mistake that clearly differs from the confirmed order details.

Minor differences in color, print placement, fabric texture, scent strength, handmade finish, material batch, or screen-to-print appearance may not automatically count as defects unless they significantly affect the product or differ from the confirmed specifications.

If the item was produced based on the details you provided or approved, we may not be able to offer a free replacement, refund, or reprint.

Please check all spelling, names, dates, colors, quantities, sizes, layout, and other details carefully before approval.

If the mistake was caused by us, we will review the issue and provide a reasonable solution. This may include correction, replacement, reprint, repair, or refund depending on the situation.

Please report any concern as soon as possible after receiving your order.

Ideally, contact us within 24 to 48 hours after delivery or pickup. Include your order details, photos or videos, and a clear description of the concern.

Some products may involve handmade, hand-assembled, hand-packed, or manually finished processes.

Because of this, slight differences between items may happen, especially in print placement, texture, finish, scent, fabric behavior, and packaging.

We do our best to make the final product match the approved preview and order details.

However, actual colors, print output, fabric texture, material appearance, scent strength, and final finish may slightly vary due to screen settings, lighting, printing limitations, material type, and handmade production.

Wash gently and turn the garment inside out when possible. Avoid bleach, harsh detergents, direct scrubbing on the print, and high heat.

Air drying is recommended to help preserve the design.

Avoid abrasive scrubbing and harsh chemicals. Unless the product is specifically marked as microwave-safe or dishwasher-safe, hand washing is recommended.

Keep candles away from direct sunlight, high heat, children, pets, and flammable materials.

Always place candles on a stable, heat-resistant surface and never leave a burning candle unattended.

Care instructions may depend on the fabric and print method used.

As a general rule, wash gently, avoid bleach, and follow any care instructions provided with your order.

Yes. We accept orders for birthdays, weddings, giveaways, souvenirs, parties, corporate events, school events, and other occasions.

Please order early so there is enough time for design approval, material sourcing, production, quality checking, and delivery.

Yes. We may accept business orders such as branded merchandise, uniforms, stickers, packaging items, mugs, tumblers, giveaways, and other custom products.

Please send your product requirements, logo or design files, quantity, deadline, and delivery location.

Bulk pricing may be available depending on the product, quantity, customization type, material, and production requirements.

We can provide a quotation after reviewing your order details.

Samples may be available for some products, subject to sample fees, material availability, and production schedule.

A sample helps preview the product, but slight differences may still happen during full production due to material batches, printing conditions, or handmade processes.

We may collect your name, contact number, email address, delivery address, order details, payment confirmation, design files, and other information needed to process your order.

For customized products, we may also collect names, photos, logos, event details, or text included in your design.

We use your information to process your inquiry, confirm your order, prepare your product, arrange payment, provide updates, coordinate delivery or pickup, and provide customer support.

We only share information when needed to complete your order, such as with couriers, riders, payment channels, or production partners involved in fulfilling your order.

We do not sell your personal information.

We may ask for permission before posting customized orders that include personal names, photos, private event details, company logos, or sensitive information.

For portfolio or promotional use, we may crop, blur, hide, or avoid showing personal details when needed.