Frequently Asked Questions
ORDER & SHIP
We offer custom digital printing on both the front and back of our BPA-free plastic bottles, sports bottles and kids bottles, as well as select white stainless steel bottles.
File Types Accepted: JPG, PNG, TIFF, SVG, AI, or PDF
How it Works: We use our digital inkjet custom print system to place your design directly on the bottle.
Common Design Error: If you want the background to be the color of the bottle, you need to upload a file with a transparent background. Customers frequently upload a file with a white background. If you do, we’ll assume you want to print the white background. Not all filetypes support a transparent background, so make sure you are using the correct format (.png, .svg, .tiff, .pdf, and .ai are the filetypes that allow transparent backgrounds).
For our vacuum insulated stainless steel bottles, we offer custom laser etching on one side of the bottle.
File Types Accepted: PNG, TIFF, SVG, AI, or PDF (all must have transparent background)
How It Works: The laser removes the powder coated finish from the bottle and exposes the stainless steel wherever your design indicates.
Engraved Area: Any area that will be engraved must be entirely in black and must have a line width of at least 0.008".
Negative Space: The negative space between the artwork to be engraved must be at least 0.016” minimum width.
Once you’ve placed your order, you can expect to receive it in about three weeks. That lead time can sometimes be affected, as well, by our current inventory and the quantity you’ve ordered. Keep in mind that custom orders take longer than other CamelBak orders because of production time, which can take up to two weeks.
If you place your custom order on Friday, we will process it the following Monday.
Once you’ve placed your order, it cannot be modified – including the artwork, the quantity ordered or the shipping details.
If after ordering, you feel you’ve made an error, please email us at firstname.lastname@example.org. We will cancel your order if possible (and you can place a new one). Your refund, in this case, should take up to 10 business days to process.
We do not charge for declined orders. Your bank or credit card issuer still shows those charges as pending until they receive final confirmation that those orders were in fact declined, which usually happens in the evening.
Your order may have been declined for one of several reasons:
- The billing address and zip code did not match.
- Some credit cards are more sensitive within our fraud system.
- Your payment was not from a U.S. bank (which our system cannot accept).
Some banks or credit card issuers take 48 hours or longer before removing pending charges. If the charges are not dropped after 48 hours, you can let us know by emailing us at email@example.com.
Due to the unique nature of customization, we capture your credit card funds at the time you submit your order. If you are unsure whether or not you’re ready to proceed with your order, please do NOT proceed to checkout. We are unable to halt an order once you have completed checkout.
Yes! The customization fee is included in the price you see when using our Custom Design Tool. As you add custom units to your cart, your price to customize decreases, regardless of whether all of the bottles in your cart are the same type or have the same custom design. Updated pricing will display at checkout, so you can review your total costs before completing your order. See below for the pricing at each unit level.
You cannot place a licensed image in your bottle artwork. You also cannot place offensive or vulgar images on your bottle. Examples of licensed content that we CANNOT print, include:
- Professional Sports Teams (e.g., NFL, MLB, NBA, NHL or MLS)
- Star Wars
- Harry Potter
- Movie characters (like those from Warner Brothers or Marvel)
- College or university logos (If you are a college or university, please contact authorized CamelBak dealer Jardine Associates. They provide exclusive national sales & service to every college and university in the United States.)
If your order contains artwork or text that is unknown in origin, perceived as offensive or is subject to copyright protection, we will cancel it. If you hold licensing for a licensed image you’d like to use, please contact us at firstname.lastname@example.org before placing your order. Please refer to our complete Purchasing Terms prior to making a purchase.
If it becomes necessary to cancel your order we will issue a refund. Once the refund is processed, it can take up to 10 business days for this to reflect on your account statement.