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 customdesign@jakroousa.com
Artwork & Design
Do you charge for design work?
With JAKROO, the initial design is FREE. If you need to make edits to your original design, or want to add more products to your Kit, you can do this after paying a $100 deposit which will be applied to your order. If you have logos that need to be redrawn or specific graphics that need to be created, there may be additional nominal design fees. But we will ALWAYS let you know up front.
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.
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!
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 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.
Ordering & Payment
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.
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 share 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 $1,000, payment must be received in full before the order goes into production. For orders over $1,000, a 50% deposit is required before it goes into production and the balance must be paid before the product is shipped.
How much is shipping?
Custom Orders are shipped direct from our own manufacturing facility in China via FedEx 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 office.
Production and Delivery
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 receipt of your Design Approval, Order Form and Payment to arrival at your door. If you are ordering a Personal Kit, you’ll get it 2 weeks. 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 through 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?
This is our favorite question! We love making you look good and knowing that we’ve done that makes us really happy as well. Your feedback is also valuable to other visitors and customers like yourself. GIVE US YOUR FEEDBACK
