Documents and evidence first.
Then the remedy.
Every custom kit batch is governed by your confirmed written production pack. If an issue arises upon arrival, we evaluate verified records and physical evidence immediately to agree on responsibility, calculate affected pieces, and execute remedies without delay.
What to provide when reporting an issue
Prompt and objective resolution begins with accurate documentation. To ensure immediate engineering triage without back-and-forth ambiguity, please supply the following records upon unboxing:
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Outer carton & label photos
Photographs showing carton condition, shipping waybill, and packing list stickers before disposal.
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Garment detail photos or video
High-resolution close-ups highlighting specific deviations, measuring tapes for sizing checks, or clear videos under daylight.
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Exact impacted quantity count
The specific roster names, player numbers, and piece count affected, rather than a generalised estimate.
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Packing list & PO reference
The internal order number or carton code to retrieve archival pre-dispatch video inspection logs immediately.
Four steps from claim intake to remedy
Claims are handled transparently against signed documents rather than subjective opinions. Every legitimate claim moves through four distinct stages:
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01
Cross-check written files
We audit submitted photos against the signed production pack, approved physical sample, and Pantone references.
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02
Determine liability & scope
We establish clear responsibility (manufacturing deviation, transit damage, or client brief error) and isolate the affected count.
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03
Agree on commercial remedy
For factory deviations, we provide an expedited priority replacement run or direct commercial credit on affected items.
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04
Root cause correction
Our Shishi quality director logs the discrepancy into factory ERP to prevent recurrence on future season reorders.
Fast top-ups and repeat season orders
Late squad additions, mid-season roster signings, and next-season replenishments shouldn't require starting from scratch.
All confirmed vector tech packs, pattern grading rules, and custom sublimation dye profiles remain permanently locked in our production archive. When you need repeat jerseys, the exact same visual language and fabric grade are guaranteed.
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No repeat pattern setup fees
Reorders using identical artwork and construction specifications skip sampling delays and pattern fees entirely.
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Written reorder sign-off
Even on unchanged artwork, every repeat order requires written sign-off on new roster names, sizes, and quantities before cutting.
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60–90 day reorder review
Our account team proactively reaches out 60 to 90 days after delivery to review mid-season top-ups and tournament demands.
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Low reorder thresholds
Supplementary top-up orders for existing teams remain accessible, with tiered pricing aligned to batch volume.
What we stand behind, and what we do not promise
We believe mutual trust in B2B manufacturing is built on realistic contracts rather than unfeasible sales promises.
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Evidence-based compensation
We do not make blanket promises of unconditional total refunds before evaluating evidence. Valid manufacturing discrepancies are corrected immediately.
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Client-approved file limits
Misspellings, incorrect player numbers, or wrong sizes approved by the client in the written tech pack are the client's responsibility; replacement runs are offered at preferred production cost.
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Customs and third-party freight
International couriers operate under their own carriage limits. We assist with formal claims for damaged or lost cartons, but port delays and customs tariffs remain non-indemnified.
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Single-point manufacturer liability
CarryOnKits holds 100% single-point accountability for final garment craftsmanship and print quality, whether run on direct factory lines or coordinated partner units.
Need a resolution or ready to place a repeat order?
Contact our operations desk with your order reference, or submit a fresh brief for upcoming tournament cycles.