Customer Service

  • We're Here to Help

    At Marco Polos, customer satisfaction is our top priority. Whether you have questions about our products, need assistance with an order, or want to provide feedback, we're here to support you every step of the way.

    Frequently Asked Questions

    Before reaching out, you might find quick answers on our FAQ page. We've compiled responses to the most common inquiries to help you get immediate information.

    Contact Us

    If you need further assistance, please don't hesitate to contact our dedicated support team:

    Our team is available Monday through Friday, 9 AM to 6 PM EST, to promptly answer your calls and emails.

    Your Privacy Matters

    We respect your privacy and are committed to protecting your personal information. Any details you share with us will remain confidential and will not be shared with third parties.

  • Accessibility Statement

    Last Updated: September 30, 2024

    General

    At Marco Polos, we are committed to ensuring that our website, www.marcopolos.com (the "Website"), is accessible and user-friendly for all our customers, including those with disabilities. We strive to provide an inclusive experience that enables all individuals to access our services and content, including users of assistive technologies like screen readers.

    To achieve this, we are continually working to enhance the accessibility and usability of our Website, aligning our efforts with the Web Content Accessibility Guidelines (WCAG). These guidelines help make web content more accessible for people with disabilities and user-friendly for everyone. Our goal is to conform with WCAG 2.1 Level AA standards, ensuring compliance with the Americans with Disabilities Act (ADA) in the United States and similar regulations in Canada, the United Kingdom, the European Union, and other regions worldwide.

    Our Commitment

    • Ongoing Efforts: We regularly evaluate our Website using both automated tools and manual testing to identify and remediate accessibility issues.

    • Accessibility Features: We have implemented features such as alternative text for images, keyboard navigation support, and logical heading structures to assist users with disabilities.

    • Employee Training: Our team is educated on web accessibility standards to ensure that accessibility is considered in all aspects of our Website development and maintenance.

    Disclaimer

    Please be aware that despite our best efforts to make all pages and content on our Website fully accessible, some content may not yet be fully adapted to the strictest accessibility standards. This may be due to not having found or identified the most appropriate technological solution.

    We appreciate your understanding as we continue to improve our accessibility features and services.

    Contact Us

    If you experience any difficulty accessing any part of our Website, please feel free to reach out to us:

    Please specify the web page and the nature of the issue you encountered. We will make all reasonable efforts to make that page or the information contained therein accessible for you.

    Thank you for visiting Marco Polos. Your feedback is valuable to us as we strive to make our Website accessible to all customers.

  • Privacy Policy

    Last Modified: September 30, 2024

    Marco Polos ("Marco Polos," "we," or "us") values the privacy of our customers and visitors to our website, www.marcopolos.com (the "Site"). This Privacy Policy ("Policy") describes how we collect, use, and share information about you when you visit or make a purchase from our Site.

    By using our Site, you agree to the collection, use, and disclosure of your information as described in this Policy. If you do not agree with our policies and practices, please do not use our Site.

    We may update this Policy from time to time. Any changes will be posted on this page with an updated revision date. Your continued use of the Site after any changes indicates your acceptance of the updated Policy.

    Information We Collect

    1. Information You Provide Directly

    • Personal Information: When you place an order, create an account, or contact us, we may collect personal information such as your name, email address, phone number, billing and shipping addresses, and payment information.

    • Content: If you upload designs, images, or other content to the Site, we may collect and store this information to fulfill your orders and improve our services.

    2. Information Collected Automatically

    • Usage Information: We automatically collect information about your interactions with the Site, such as the pages you visit, the products you view, and the dates and times of your visits.

    • Device Information: We collect information about the device and browser you use to access the Site, including your IP address, browser type, and operating system.

    3. Information from Third Parties

    • Analytics Data: We may receive information from third-party analytics providers to help us understand how users interact with our Site.

    How We Use Your Information

    We use the information we collect for various purposes, including:

    • Order Fulfillment: To process and fulfill your orders, including sending emails to confirm your order status and shipping information.

    • Customer Support: To respond to your inquiries, provide customer service, and ensure a smooth shopping experience.

    • Personalization: To personalize your experience on our Site, such as displaying content tailored to your interests.

    • Marketing and Promotions: To send you promotional materials and updates about our products and services. You can opt-out of marketing communications at any time.

    • Improvement of Services: To analyze usage trends and improve our Site's functionality and user experience.

    • Legal Compliance: To comply with legal obligations and protect our rights and interests.

    How We Share Your Information

    We may share your information in the following ways:

    • Service Providers: With third-party vendors and service providers who assist us in operating our business, such as payment processors, shipping companies, and marketing platforms.

    • Legal Requirements: When required by law or in response to legal processes, such as a court order or subpoena.

    • Business Transfers: In connection with a merger, acquisition, or sale of all or a portion of our assets.

    • With Your Consent: With other third parties when we have your consent to do so.

    Cookies and Tracking Technologies

    We use cookies and similar tracking technologies to:

    • Enhance User Experience: Remember your preferences and personalize content.

    • Analytics: Collect data on Site usage to improve our services.

    • Advertising: Provide tailored advertisements based on your browsing activities.

    You can adjust your browser settings to refuse cookies, but this may limit your ability to use certain features of the Site.

    Your Choices

    • Access and Correction: You may access, correct, or update your personal information by logging into your account or contacting us.

    • Marketing Communications: To opt-out of promotional emails, click the unsubscribe link at the bottom of the email or contact us directly.

    • Do Not Track Signals: Our Site does not respond to Do Not Track signals. However, you can manage your cookie preferences through your browser settings.

    Security

    We implement reasonable security measures to protect your information from unauthorized access, alteration, disclosure, or destruction. However, no internet transmission is completely secure, and we cannot guarantee absolute security.

    Children's Privacy

    Our Site is not intended for individuals under 13 years of age. We do not knowingly collect personal information from children under 13. If we become aware of such data, we will take steps to delete it promptly.

    External Links

    Our Site may contain links to third-party websites. We are not responsible for the privacy practices or content of those sites. We encourage you to review their privacy policies.

    Data Retention

    We retain your personal information for as long as necessary to fulfill the purposes outlined in this Policy unless a longer retention period is required or permitted by law.

    International Users

    If you are accessing the Site from outside the United States, please be aware that your information may be transferred to, stored, and processed in the United States. By using our Site, you consent to this transfer.

    Contact Us

    If you have any questions or concerns about this Privacy Policy or our practices, please contact us at:

    Marco Polos
    Phone: (724) 944-6479
    Email: support@marcopolos.com

  • Return Policy for Custom Polo Shirts

    Last Updated: 2024

    At Marco Polos, we are dedicated to providing high-quality custom polo shirts tailored to your unique needs. Your satisfaction is our priority. Please review our return policy to fully understand our terms and conditions.

    Refunds and Returns

    • Full Refund Within 2 Days: If you request a refund within two (2) days after full payment, we will provide a full refund of all costs.

    • No Refunds After 2 Days: Due to the personalized nature of our products, we do not offer returns or refunds on custom orders received more than two (2) days after full payment.

    • Our Mistake, Our Responsibility: If we make an error on your order, we will promptly correct it and provide a full refund if necessary.

    Customization and Production

    Every order is uniquely crafted to your specifications. Each product is custom-made exclusively for you or your organization, ensuring a one-of-a-kind apparel experience.

    Issue Resolution

    If you encounter any issues with your order, please contact us immediately:

    We are committed to resolving any problems and will provide a full refund if the issue is due to our error.

    Terms and Conditions

    • Non-Refundable Orders: All custom orders are non-refundable after the initial two-day period post-payment.

    • Turnaround Time: The average production turnaround time is 20-25 business days, commencing once designs are confirmed, sizes are established, and payment is made.

    • Policy Agreement: By making payment for an order, you agree to our No Refund & No Returns policy as outlined here.

    Sample Orders and Sizing Packs

    • Custom Samples: We encourage clients to order a custom sample of their apparel to inspect the overall look, quality, and material before placing a larger order. If unsatisfied, you may return the sample for a full refund.

    • Sizing Packs: Customers can order a sizing pack containing various sizes to gauge fit and feel. These shirts can be returned within 30 days for a full refund.

    Ordering custom samples and sizing packs is highly recommended to ensure complete satisfaction before placing a significant order.

    Sizing

    • Sizing Charts: Our sizing charts are available at www.marcopolos.com/sizing.

    • Measurement Tolerance: Products are crafted to the measurements on our sizing charts with a tolerance of +/–10%.

    • No Refunds for Incorrect Sizes: Refunds or exchanges for items ordered in the wrong size are not offered unless a sizing kit was purchased or a custom sample was received prior to the order.

    Colors

    • Color Selection: Colors are selected using the Pantone color code specified in your designs or the closest available match.

    • Fabric Variations: Different fabric types and weights may affect color appearance.

    • No Refunds for Minor Color Variations: We do not offer refunds for minor color discrepancies unless there is a significant error (e.g., Navy instead of Sky Blue).

    Designs & Graphics

    • Design Approval: Designs provided are a general representation of the final product. Placement, logo sizes, graphic resolution, and other specifications must be confirmed in the design template.

    • Client Responsibility: Once payment is made, you are considered to have approved the final design. If specific sizes for graphics or logos are required, please specify before production.

    • No Refunds for Design Issues: Refunds are not provided for design issues such as logo size or distortion once production has commenced.

    Turnaround Time

    • Standard Production Time: Our standard production time is 20–25 business days after design confirmation and payment.

    • Shipping Time: Shipping generally takes an additional 3 business days, but may vary based on the carrier.

    • No Refunds for Delays: We do not offer refunds for orders delivered later than expected but will refund any rush fees if applicable.

    Order Cancellation

    • Cancellation Period: Orders can be canceled within two (2) days of placement.

    • No Cancellations After 2 Days: After this period, orders cannot be canceled or revoked.

    Return Policy

    • Reporting Issues: Any issues qualifying for a redo or credit must be reported within three (3) days of receipt.

    • Qualifying Issues Include:

      • Design errors

      • Misspellings

      • Missing items

      • Defects in workmanship or materials

    • Proof Required: Visual evidence (e.g., photographs) is required for all claims.

    • Replacement Timeframe: Replacement items typically take 15 business days to be received after the case is investigated.

    Warranty

    • 30-Day Warranty: We guarantee a 30-day warranty on all custom apparel from the date of delivery.

    • Defects and Damages: If items rip or have defects within this period, we will replace them free of charge upon receiving proper documentation.

    • Liability After 30 Days: After 30 days, we are no longer liable for damages or defects.

    Additional Policies

    • Add-Ons: A 35% charge per polo applies for all add-ons (under 25 pieces) if the client has ordered 50 or more in a previous order.

    • Rush Orders: Production takes approximately 20 business days. We recommend planning accordingly to meet your deadlines.

    • White-Labeling: For white-labeling options, please contact us for more information.

    • Duties & Taxes: Clients are responsible for paying any imposed duty fees or taxes.

    Design Intellectual Property Rights

    • Design Ownership Without Purchase: If you choose not to purchase the shirts, Marco Polos retains ownership of any designs created during the process.

    • Purchasing Design Rights: Clients may purchase the rights to the designs for use with any apparel manufacturer. Without this purchase, all design rights remain with Marco Polos.

    • Ownership Transfer with Large Orders: Placing an order of 100 or more shirts grants you full ownership of the design rights.

    This policy protects our creative efforts while providing you flexibility and security when investing in large orders. For specific requirements or further clarification, please contact us in writing.

    Contact Us

    If you have any questions or require further assistance, please reach out to us:

    We are committed to ensuring you are completely satisfied with your order.

    Thank you for choosing Marco Polos!

  • Marco Polos Ethical Sourcing and Operating Guidelines

    Last Updated: 2024

    At Marco Polos, our mission goes beyond crafting exquisite custom polo shirts—we are dedicated to conducting our business with the utmost ethical and legal standards. We believe in producing high-quality products responsibly, ensuring that every step of our supply chain upholds our values and respects human rights.

    Our Commitment

    We require all suppliers, factories, and contractors to adhere to our Operating Guidelines, which outline our expectations in the following areas:

    • Labor Standards: Strict prohibition of child labor, forced labor, slavery, human trafficking, and prison labor. All workers must be employed voluntarily and have the freedom to terminate their employment at any time.

    • Fair Wages and Benefits: Ensuring that all employees receive fair compensation, including wages and benefits that meet or exceed legal and industry standards.

    • Working Hours: Compliance with all applicable laws regulating working hours, overtime, and rest days to promote a healthy work-life balance.

    • Health and Safety: Providing a safe and healthy working environment by adhering to all relevant occupational health and safety regulations.

    • Non-Discrimination and Harassment: Commitment to equal opportunity employment without discrimination or harassment based on race, color, religion, gender, age, national origin, or any other protected status.

    • Freedom of Association: Respecting the rights of workers to freely associate and bargain collectively without fear of reprisal or intimidation.

    • Environmental Responsibility: Implementing sustainable practices to minimize our environmental footprint, including responsible sourcing of materials and waste reduction.

    • Transparent Record-Keeping: Maintaining accurate and transparent records of business operations, ensuring compliance with all applicable laws and regulations.

    • Anti-Bribery and Conflicts of Interest: Prohibiting any form of bribery or corruption and requiring disclosure of any potential conflicts of interest.

    Our Actions to Uphold These Standards

    To ensure compliance throughout our supply chain, we:

    1. Supplier Verification: Utilize third-party auditors to verify that our suppliers comply with our Operating Guidelines and all laws prohibiting forced labor and human trafficking.

    2. Regular Audits: Conduct independent audits of our suppliers to evaluate adherence to our ethical standards and legal requirements.

    3. Supplier Certification: Require all suppliers to certify that the materials and labor used in our products comply with our Operating Guidelines and all applicable laws.

    4. Accountability Measures: Maintain strict internal accountability standards for employees and contractors. Failure to meet our ethical guidelines may result in corrective actions or termination of contracts.

    5. Employee Training: Provide training for our team members, especially those involved in supply chain management, on recognizing and preventing human trafficking and forced labor.

    Our Pledge

    Marco Polos is dedicated to ensuring that our products are not only of the highest quality but are also produced ethically and responsibly. We stand firm in our commitment to:

    • Transparency: Being open about our practices and progress in maintaining ethical standards.

    • Continuous Improvement: Regularly reviewing and enhancing our policies to align with global best practices.

    • Collaboration: Working closely with suppliers, industry partners, and organizations to promote fair labor practices and eradicate slavery and human trafficking.

    Contact Us

    For any inquiries or concerns regarding our ethical practices, please contact us:

    Marco Polos

    Phone: (724) 944-6479
    Email: support@marcopolos.com

  • At Marco Polos, we believe in the power of custom apparel to unite teams, organizations, and communities. Our mission is to help you create products with designs that are meaningful, inspiring, and reflective of your unique perspective. We acknowledge the diversity of viewpoints among our customers and strive to support your creative expression while maintaining a respectful and inclusive environment.

    We have established the following Content Standards to balance your freedom of expression with the potential impact on others and the general public. We take our role seriously and are committed to upholding these standards responsibly.

    Content Standards

    Our Content Standards provide guidance for customers designing custom products. We categorize content into three sections to help you understand what is acceptable, what may require review, and what is prohibited. The descriptions under each category are not exhaustive, and the ultimate decision on whether to approve a design rests with the Marco Polos Content Standards team. We regularly review these policies and update them as needed.

    Prohibited Content (We Will Not Print Designs That):

    • Violate Intellectual Property Rights:

      • Designs that infringe upon trademarks, copyrights, or other intellectual property rights of others. (See our Intellectual Property Policy for more details.)

    • Contain Illegal Material:

      • Content that is libelous, fraudulent, or otherwise violates any laws or regulations.

    • Promote Violence or Harm:

      • Designs that encourage or glorify violence, abuse, or harm against any group or individual.

      • Depictions of graphic violence or self-harm.

    • Include Hate Speech or Discriminatory Content:

      • Abusive, threatening, or demeaning language or images based on race, religion, ethnicity, gender, disability, national origin, sexual orientation, or any other protected characteristic.

    • Harass or Defame Individuals:

      • Content that targets private individuals with harassment, threats, or defamation.

      • Designs that depict public figures in a discriminatory or derogatory manner.

    • Depict Explicit Sexual Content:

      • Designs featuring explicit sexual acts, nudity, or content of a sexually suggestive nature not suitable for all audiences.

    • Encourage Illegal Activities:

      • Promotion or encouragement of illegal activities, including the use of illicit drugs.

    • Promote Unsafe Practices:

      • Designs that encourage activities that could be harmful or dangerous.

    Content Requiring Review (May Not Be Printed or May Require Changes):

    • Profanity or Vulgarity:

      • Use of profanity, lewd language, or crude gestures may require modification.

    • Sensitive or Controversial Topics:

      • Designs involving political statements, controversial subjects, or historical events will be evaluated on a case-by-case basis.

    • Mildly Suggestive Content:

      • Content with mild sexual innuendo or artistic depictions of the human form.

    • Violent Themes:

      • Non-graphic depictions of violence or references to violent events.

    • Alcohol and Tobacco References:

      • Designs that reference alcohol or tobacco products may be subject to review, especially if they appear to target minors.

    Acceptable Content (We Will Print Designs That):

    • Family-Friendly Material:

      • Designs suitable for all ages, promoting positivity, unity, and community spirit.

    • Original and Authorized Content:

      • Original artwork or designs for which you have obtained the necessary rights and permissions.

    • Team and Organizational Branding:

      • Logos, slogans, and branding materials for teams, companies, schools, and organizations, provided you have the authority to use them.

    • Inspirational and Supportive Messages:

      • Content that encourages, motivates, or supports individuals and communities.

    Fundraising Campaigns

    For fundraising campaigns, we require that all aspects of the campaign comply with our Content Standards—including the design content, title, description, and beneficiary information. We must be confident that the campaign aligns with our policies to proceed.

    Design Assistance

    If your design falls into the "Content Requiring Review" category or you are unsure whether it complies with our standards, our team is here to help. We may suggest modifications to bring your design into alignment with our policies.

    Intellectual Property Policy

    Please ensure you have the rights or permissions to use any third-party content, including trademarks, logos, or copyrighted material. Unauthorized use of such content is prohibited.

    Contact Us

    If you have questions about our Content Standards or need assistance with your design, please contact our support team:

    We're here to help you create a design that meets your needs while adhering to our standards.