FAQ
ABOUT US
COVID-19 – Corona Virus Updates
We are currently accepting and shipping orders. For orders placed online, by phone or fax, we will try to ship within 2 business days. During this time, we require face covers to those looking to pick up directly from our office or warehouse. This is to protect and keep our staff safe. Thank you for your patience and support as we get through these difficult times.
1. Can I use your images on my website?
If you are a standing customer with an approved wholesale account, feel free to use the pictures from our website.
2. Can I visit your headquarter showroom in CA?
If you would like the opportunity to visit our HQ showroom, we can assist you in setting up an appointment with our Sales Manager. We also may have the option of a virtual Zoom appointment. Please contact Customer Service at 855.797.6925 with your request for an appointment so that we can schedule time for you.
3. What are your hours of operation?
Our offices are open Monday to Friday from 9 AM to 5 PM Pacific Standard Time.
4. Are your offices closed on National Holidays?
We also observe the following national and other holidays.
- New Year’s Day
- Memorial Day
- Independence Day
- Labor Day
- Thanksgiving Day
- Christmas Day
- Dashain
- Tihar
5. Where is your Headquarter located?
The headquarter is in Hayward, CA. Our manufacturing facility is in Kathmandu, Nepal.
ORDERS
1. Do you charge freight when shipping back ordered items?
No, the freight is not charged for back orders shipping within the continental United States if the original order is split into multiple shipments as a result of out of stock items that are not reflected when placing an order. On the other hand, the shipping will be charged for items that have different ship dates under the same order.
2. What happens if I order a style that is currently on back order?
If your order includes a style that is not currently in stock, you will receive a notification prior to adding this item to your cart. In your cart you can see what units are available and which units are on back-order. Upon check out you will be asked if you would like to ship partial or complete.
3. How do I see wholesale pricing?
Once you have registered for a wholesale account online and are approved by one of our team, you will be able to see wholesale pricing and live inventory online.
4. What is your order turnaround time?
For the items that are in stock, the order turnaround time is 2-3 business days. During the peak time, it can take up to 5 business days.
5. Do you offer same day shipping?
Yes, for a $15 surcharge, we can ship your order out the same day if the order is placed before 1 PM PST. During the check out, make sure that Same Day Shipping option is selected.
SHIPPING
1. What should I do if my order doesn’t arrive?
If your order doesn’t arrive, please first track the package on that carrier’s website. After you have tracked your order, if you find the package wasn’t delivered please contact us with the details of your order so that we can assist. It is important that you notify us of any missing packages within 10 days of order being placed.
Note- if your order doesn’t arrive because an invalid address was entered when placing the order (I.E. PO BOX for FedEx or UPS, Missing apartment number, etc. you may be charged any additional fees that that carrier charges us to deliver.)
2. Can I pick up my order?
Yes, you can pick up the order Monday – Friday, 9:00 AM – 4:45 PM PST from our Hayward, CA location. Once you have placed the order, we will contact you when it is ready.
3. How much will the shipping cost?
Shipping charges will vary depending on the number/size/weight of the boxes, the method of shipping and the address of the destination. Once you have your complete order in the shopping cart, you will be displayed estimated freight costs before completing the checkout process. Feel free to call us if you need further assistance.
4. Where do you ship from?
All of our orders are usually shipped from our main warehouse in Hayward, CA.
5. When will the order ship?
For the items that are in stock, the order turnaround time is 2-3 business days. During the peak time, it can take up to 5 business days. We also offer same day shipping for a $15 surcharge if the order is placed before 1 PM PST. During the check out, make sure that Same Day Shipping option is selected.
6. Do you provide Free Shipping?
Yes, we provide free shipping from time to time as a part of specific specials. All Free Shipping orders will have a $4.95 handling surcharge.
7. How do I add or update my shipper account number for UPS or FedEx?
During checkout, you will have an option to enter your carrier account number. Simply select, “Ship Collect” during the check out process and enter your account information.
8. Does Royal Handicrafts offer Drop Shipping Services?
Yes, we do offer drop shipping, meaning you can ship to any location you wish to deliver to. To learn more about our drop shipping program, please check “Drop Shipping” page.
9. How can I track my order?
Once your order has shipped, you will receive a shipping notification email which will include your tracking information. This email will be sent to the email address used to login. If your confirmation does not include a tracking number, please contact us.
10. What shipping options do you provide?
We typically ship all orders via FedEx unless otherwise specified. We can ship on other carriers if needed. If you would like to ship on your account, please select your preferred method of shipping and check the “My Account” box that will pop up. Freight will then be charged to the account provided. If the box does not appear that means we do not have your collect account in our system. You can reach out to customer service to have your collect account added.
ACCOUNT
1. How to reset password?
Go to the login page, fill in your email and hit ‘Forgot Password’. After that, a reset password link will be sent to your email. Be sure to check your SPAM/JUNK folder if you do not receive the email within the 10 minutes. If you are still having issue, feel free to contact us.
2. What can I do if I forget my username or password?
Your username is typically your email address. If you have forgotten your password, please click on the Forgot Your Password link from the login page. Enter in your email address and a new password will be sent to you shortly. If you do not receive an email or are not sure what email you used to set up your account, please contact Customer Service at (855)-797-6925.
3. How soon can I place an order and view by pricing?
Once you have registered for a wholesale account online, registration will be in touch within 24-48 hours confirming your approval and/or requesting additional documentation if needed. Once approved, you will be able to see your pricing and inventory availability.
CUSTOM / PRIVATE LABEL SERVICES
1. What type of Re-Labeling programs do you offer and what are the minimums?
We provide re-labeling program, and the following are the details:
- Minimum units per order 300 pcs
- Minimum units per style/color 300
- Sizes in multiples of 24
- Delivery dates will be quoted once all the project details are received by Royal Handicrafts.
- 30% Deposit is required, and remaining balance must be paid before shipping.
- Customer needs to advise the size, dimensions and provide the artwork of inside label and care label, and tags if required
- Customer needs to advise the placement and sewing instruction of labels onto the garment
2. What type of custom apparel serves do you provide and what are the minimums?
We offer customer apparel for infant, toddler, youth, men and women. Details are below:
- Lead Time
- An estimated 8-16 weeks from the date your samples are approved.
- Minimums
- Depending on the complexity of your project, minims will range from 300-1200 units, per style and color.
- Customizer your project
- Color
- Pattern
- Fabric
- Dyes
- Labels
- Printing services
- Embroidery
- Sampling & Grading Costs
- Samples will be charged at 2.5x the production costs
- TOP sample will be charged at 1x the production cost
- Patterns and grading fees will also apply
- Payments Terms
- On all custom projects, we require a 30% deposit before we start production. The balance is due upon completion of your project. Payment options will vary depending on your account terms.
PRODUCTS
1. Why is the color and shade variances from lot to lot?
We knit our own fabric and dye them. Each color has a unique recipe; many factors go into the dyeing such as: mixing of the dyes, temperature, dyeing time, size of the dye machine. Every time we dye a new batch of fabric(s) we work to recreate our formula for the color; however, shading can occur as each batch is unique.
2. Why do some items such as patched jackets, bags and accessories vary in colors?
Most of the patched products that we carry are made from upcycled fabrics. We reuse the fabrics that are unusable fabric pieces that result from cutting rolls of fabrics for other products. These small pieces of fabrics would usually be discarded into landfill or downcycled. Since a single product requires many patches, these small fabrics are collected over time and derive from multiple styles and colors of fabrics, hence the variations.
3. Are your closeout items going to be discontinued?
Yes, these styles are only available while the inventory lasts.
4. Are all your items fair trade certified?
Most of the items under The Collection Royal label are made in a Fair Trade certified factory, while some are made in collaboration with small artisan owned factories. The cost of getting Fair Trade certification is burdensome for these small factories so we visit them ourselves and inspect them from time to time with unannounced visits. Our Palila SF line is made in BSCI (Business Social Compliance Initiative) certified factories.
5. Why are the items that we receive vary in colors from one piece to another?
Most of items that we carry have some sort of handmade aesthetics to it. Since each artisan has his/her own technique, each piece will be different as during the full run production they are made by a group of artisans, hence creating subtle variations. We also upcycle fabric patches and incorporate them into products. These patches are collected over time from multitude of fabrics that are cut for other products.
ECO FRIENDLY
1. What makes this Cotton organic?
The organic cotton is grown without pesticides, herbicides, or synthetic fertilizers.
2. What is up-cycled cotton?
The upcycled cotton that we use are cotton that are made from left-over unusable pieces after the fabric cutting process. We use these leftovers to turn them into functional new products.
3. What is RPET?
REPT stands for Recycled Polyethylene Terephthalate, or recycled PET. Our product that contains RPET yarn are made using recycled plastic bottles.
4. Is your organic cotton certified?
Yes, our Organic Cotton is certified by GOTS which stands for Global Organic Textile Standard.
5. What is Viscose Bamboo?
Silky smooth and soft to the touch while being naturally hypoallergenic. The bamboo grows faster with much less resources than any other plant, making it environmentally sustainable. Some species of bamboo can grow up to two feet per day and many species grow even faster than that making it super renewable. The viscose making process is still chemical intensive and it is something that we are currently working with labs to see if we can improve the process.
6. What is Hemp?
Hemp is an incredibly strong, durable fiber that grows quickly. Hemp fabric is great at holding its shape and will get softer as it ages and with more washes. It uses much less resources than cotton during farming.
7. What is LenzingTM Viscose?
LenzingTM Viscose fibers are produced from dissolving wood pulp in a responsibly managed multi-stage process using sustainable wood. The modified process that turns the pulp into viscose has a high recovery rate of chemicals, and also air emissions and wastewater is reduced significantly compared to conventional viscose.
8. What is Fair Trade Certified Organic Cotton?
The organic cotton that is sourced from a Fair Trade certified farming entity and processed in a Fair Trade certified mill. With the purchase of such cotton, it assures that the cotton farmers are paid fairly along with improving their working and living conditions.
9. Which products are eco-friendly?
Currently, most of products are made from conventional cotton, polyester, viscose, rayon etc. with some made from upcycled cotton. Our focus so far has been to provide unique fair-trade products. Our goal going into 2022 is to start introducing products made from eco-friendly fabrics utilizing sustainable practices in our manufacturing facility. We will keep improving our process and products to be more eco-conscious and fair trade with yearly goals.
RETURNS
1.What is your return policy?
Please note that we do not accept returns and/or exchanges on sample, close-outs, and face coverings/masks. No custom ordered merchandise can be returned. All returns must be reported within thirty (30) days from the purchase. A written authorization number must be obtained for all returns.
Please contact us in writing to request a return authorization number. Include in your email the items you wish to return, your order number and reason for the return. There is a 20% restocking fee in addition to freight charges for all returned merchandise. Receiver is responsible to inspect all goods upon receipt and prior to decorating. Customer shall notify Seller in writing within 30 DAYS of the purchase with any claims for damages during transit or any defect in the merchandise is discovered upon receipt.
Goods must be returned within 10 days of receiving a written RA number. Returns are processed in order of receipt. Once you have been issued an RA number and we have received your return at our warehouse, it can take 7-14 business days for processing. We will contact you via email once your return has been processed. If the return is being credited to your credit card, it may take additional 2-5 business days to clear your account. If you paid directly from your bank account, it may take up to 10 additional business days for the credit to be posted. If you paid by check, it would take longer for you to receive the refund. Please feel free to contact us regarding return status.