Frequently Asked Questions & Customer Support
If you can’t find an answer to your questions, please contact us at 1-800-485-7067 or email us at firstname.lastname@example.org
Do you charge for design work?
At JAKROO, we provide 1 FREE initial design, and 2 free edit cycles to fine-tune your design just the way you want it. For edit cycles requested beyond the 2 free provided, a small art fee (￥25) per edit cycle applies. JAKROO's goal, is to have all our designs be free of charge.
Additional art fees that may apply:
1. If you have logos that need to be redrawn, or if you have specific graphics that need to be created, there may be additional nominal design fees.
2. If you would like an additional Design Option, we ask for a ￥50 art fee per additional design option we create for you. Each additional design option will also have 2 edit cycles included.
3. If we provide an initial free design, but you’d like to go in a completely different direction, we ask for a re-design art fee of ￥50 for this. Your redesign will also receive 2 edit cycles.
We will always let you know before proceeding if any art fees apply to your request.
What do I need to get started?
We need all logos and artwork to be Vector format. That way we can scale it, pull color from it and change it as needed for the design. The files are either eps or ai, created in Adobe Illustrator or similar vector program. If you cannot get Vector art, a high resolution Raster image may work for us, preferably a psd, tiff, or png file with transparent background. Please consult JAKROO to see if your artwork is usable. In most cases, we can convert logos into Vector format for an additional charge. To Learn More about JAKROO Art Specs, please go here.
I don’t know what I want for a design. Can you help?
Yes! That is what we do best! Simply give us some colors you’d like and a general description of what you are looking for (Simple, Nostalgic, Wild, etc.) and we’ll get to work! We also have some pre-designed templates to use as a great starting point. Contact us for access to these designs.
Are there any limitations with color?
No, with our dye sublimation process on orders less than 500 pieces, there are no limitations on the number of colors you can use in your design and price is not affected by the number of colors used.
Can I make changes to the JAKROO template ‘pre-designs’?
Absolutely. Our template designs are a starting points to help you visualize what is possible for design. You can use ‘as is’ or change colors and design elements within the template.
I have very specific color requirements. Do you match colors?
Color is the most important and critical part of the design. It is impossible to confirm colors using your computer screen as colors vary from screen to screen. To solve this problem and ensure consistency of color, we typically use the Pantone Color system to reference colors. If you do not have access to a Pantone Color Book, we can send you our JAKROO Color Swatch. Conversely, you can send us a printed sample of the actual color you want and our Art Department will determine the equivalent Pantone or JAKROO color match. For more information on color, please contact our office.
What are your minimum order requirements?
With JAKROO, there are NO minimums. In fact, JAKROO is the only Full-Custom manufacturer of technical cycling apparel that offers no minimums. Pricing is tiered based on your order volume and reordering is easy. You may even be eligible for discount pricing on your reorder.
How do JAKROO products fit compared to others?
Since designs and patterns vary from company to company, and “fit” is subject to personal opinion, it is very difficult to make a general comparison. Our Customer feedback suggests that our products fit within the range indicated on our size chart and considered standard industry wide when compared to a variety of competitors. We recommend reviewing the size chart and matching at least 2 out of the three parameters. However, if you want to be absolutely sure, you can order a Fit Kit by contacting our Customer Service Dept at 1-800-485-7067 (ext. 2)
Can I combine Men’s and Womens sizes for tiered pricing?
Yes! You can add both men’s and women’s jerseys together to qualify for a higher tier discount providing that all pieces are on the same product and have the same design.
Can I place my order Online?
Absolutely. In fact, with JAKROO you get a FREE customized private Online store where you can place your order, reorder, track shipments and view order history. This is a great option for Clubs, Teams and Companies that require multiple payment and shipping options under a private and secure storefront. Contact our office for more details on your custom Online Store.
What are the payment options?
Payment for orders is easy! We take Visa, MasterCard, American Express and Discover Card, bank wire-transfer and Certified check. For orders under ￥5,000, payment must be received in full before the order goes into production. For orders over ￥5,000, a 50% deposit is required before it goes into production and the balance must be paid before the product is shipped two weeks later.
How much is shipping?
Custom Orders are shipped direct from our own manufacturing facility in China via FedEx-3 Day International Priority to your door. Tracking your shipment online is easy through your private JAKROO account. Shipping is based on weight and typically varies between ￥15-30 for orders under 20 pieces. For a detailed shipping cost schedule, please contact our Customer Service Department at 1-800-485-7067 (ext. 2)
How do I check the status of my order?
1. You will first need to log in to your account here: LOGIN HERE
2. Username is email, password should be your name + jakroo, for instance John would be “johnjakroo”.
3. On the top bar click the heading “ORDERS”.
4. Select the Order by the last 4 numbers of the order number in the email you received.
5. Click on the order and look at the status in the upper right corner.
6. For further questions, call the general line at 1-800-485-7067
I want to place an order, but the ordering period has ended. What should I do?
If more than 24 hours have passed since the store closed, you’ll need to wait until the next ordering period. However, you can contact JAKROO and ask to re-open the store, but this could cause your delivery date to be pushed back.
If it has been less than 24 hours since the store closed, it may be possible to add your order. You’ll need to contact your Account Manager at JAKROO to find out. You can reach them at 1-800-485-7067.
How long will it take to receive my order?
JAKROO has one of the fastest delivery times for technical apparel. Only 3-4 weeks from the day you place your order through the online store. If you are ordering a Personal Kit, you’ll get it 2 weeks after you place the order. You’ll be out riding in no time.
Can I track my shipment?
Absolutely. At the time of shipment, you will receive a confirmation email with the details and tracking number of your shipment. By clicking the link in the email, you will be redirected to your Account page where you can track the shipment. You can also log into your account anytime to track the progress of your order from the moment you order to arrival. If you did not receive your confirmation email, please check your spam filters on your email client or contact us to resend the confirmation.
I received my order but there was a mistake?
We take extra special measures at all phases of the production and delivery process to ensure accuracy of your order. However, mistakes can happen and we’ll do our best to make everything right as fast as possible. If you discover an error, please contact JAKROO immediately and have your Order # and packing list available.
My order arrived. I absolutely love it. What’s next?
Is there any way to speed up the shipping?
We understand you are in a hurry to get your product. We currently use FedEx International 3 Day Priority Shipping. We cannot rush deliveries beyond our current shipping method.
Is there any way to reduce shipping costs?
Because we use FedEx International 3 Day Priority shipping. Charges are ￥12 minimum per order. As a company, we subsidize shipping to make it more affordable for you. If you are doing a team shipment to individual participants, we can cut costs and place a bulk order shipping to one person. This lumps all the fees together for a reduced amount.
Can I ship to a PO or APO Box?
Unfortunately no. We ship internationally via FedEx 3-day and don’t have any way of shipping items to these types of addresses. Please enter a residential address for your delivery.
I’m a promotional products distributor. How do I proceed with a project?
Send your PO along with vector artwork in “. eps, .ai or .pdf” file versions to email@example.com. We will look over your artwork and let you know if it is in the correct format to proceed into design PLEASE NOTE: When submitting a PO, you are placing a request for a design, you are not placing the order itself. The delivery date depends on when the artwork is completed and approved and the order is placed. For most order quantities, delivery will be received three weeks from the day the actual order is placed through the online store.
How do I place the actual order?
Once the artwork is approved, we will set up your very own online storefront for you to place the order. Placing an order here is like placing an order through another online retailer. You will have a shopping cart to see what you’ve added and a checkout when you are finished.
I have my own designers, is there a template I can use to design my product?
Each product has a template available for download and design. You can find all download-able PDF templates on the product pages of our website.
I have a customer who needs an order in less than three weeks. Is this possible?
This depends on how many items you need, provided all the artwork is completed and approved.