OSOK support
Frequently asked questions
Questions about an order, a product, or custom apparel? Start here. If you still need help, email OSOK.
Shopping
Is the hat, color, or size I want available?
Check the product page and select the option you want. If availability is unclear or you need an item for a specific date, email us with the product name and your preferred option before ordering.
When will a sold-out item be back?
Restock timing varies by product. Use the back-in-stock notification option if one is available, or email us about the style, color, or size you're looking for.
How do I choose the right size?
Review any sizing information on the product page. If you're unsure, email us with the item you're considering before placing your order.
What payment methods do you accept?
On our current store, we accept major credit cards, Apple Pay, and Google Pay at checkout.
Orders and shipping
How will my order ship?
We ship through USPS. You'll receive a tracking number by email when your order ships. If you need your order for an event or holiday, contact us before ordering.
Do you ship to APO, FPO, and DPO addresses?
Yes. Use APO, FPO, or DPO as the city, the appropriate AE, AP, or AA state designation, and United States as the country. Delivery times vary by location.
Do you ship internationally?
Email us with your destination country before ordering so we can confirm the available shipping options.
Can I change my shipping address after ordering?
Email us as soon as possible with your order number and corrected address. Changes depend on whether your package has shipped. Once it's on its way, we cannot promise an address change.
What should I do if my package hasn't arrived?
Check your tracking information, then email us with your order number. Our shipping policy considers a package lost after at least 10 business days from shipment, excluding observed holidays. We'll review the shipment and the USPS claim process with you.
What if my order arrives damaged?
Email us within 24 hours of delivery with your order details and photos of the damage in its original packaging. These details are needed for a USPS claim.
What happens if my package is returned to sender?
Email us with your order number and correct shipping address. If the shipping error was ours, we'll reship at no cost. If it resulted from an incorrect address you provided, we'll confirm the reshipping cost with you.
Exchanges
Can I return an item for a refund?
Our current policy allows exchanges only; we do not offer refunds. See our Returns & Exchanges policy for details.
Can I exchange an item for a different size?
Yes. Eligible items can be exchanged for the same design in a different size. Items must be unused, unworn, unwashed, and have their tags attached. Email us promptly after delivery for instructions before sending anything back.
Who pays for exchange shipping?
You pay to ship the eligible item back to OSOK. We cover shipping for the replacement size.
Custom apparel
Do you make custom apparel for an organization or event?
Yes. Start with our custom quote form. Tell us what you're making, how many pieces you need, and your need-by date.
What's the minimum quantity for a custom order?
Most custom products have a 24-piece minimum. Legacy headwear requires at least 30 pieces. Requests below 24 pieces are considered individually; email us to discuss your project.
How long do custom orders take?
Typical lead times are 2–3 weeks for screen-printed apparel and 3–4 weeks for headwear or embroidery. These are estimates. Artwork approvals can affect timing, so include your need-by date when requesting a quote.
What products can I customize?
We source a wide range of products through our distributors. Tell us the apparel or headwear you're looking for in your quote request. If you have a specific product in mind, include its name or a link so we can review it.
What should I include in my quote request?
Include the product or apparel type, quantity, preferred colors, size breakdown if known, artwork details, and need-by date. Let us know whether this is a new project or a repeat order.
Do I need finished artwork to request a quote?
Tell us whether your artwork is ready, needs changes, or still needs to be created. If you already have vector artwork, mention it in your request. Artwork requirements and any design costs need to be confirmed for your project.
Can I reorder a previous custom design?
Include your previous order details and any changes to quantities, sizes, colors, or artwork in your quote request so we can review the reorder.
Do you offer monogramming?
No. We do not offer monogramming services.
I submitted a quote but haven't heard back. What should I do?
Email us with the name and email address used on the request and the approximate submission date so we can check for it.
Still need help?
For an existing order, include your order number. For product questions, include the item and option. For custom work, include your quantity and need-by date.