Frequently Asked Questions
Learn more about our custom program, how to design a bottle, volume pricing, and more.
Will I receive a price break based on how many bottles I order?
Yes! Customization fees start at $10/bottle for Podium bottles and $5/bottle for all other bottles.* As the total units in your cart increase, your price to customize decreases, regardless of whether all of the bottles in your cart are the same type or have the same print. Updated pricing will show at checkout.
|Customization Fee||1 Unit||12 Units||24 Units||36 Units||72+ Units|
|All Other Bottles||$5||$5||$2.50||$1.50||Free|
For example, if you customize an Eddy+ .75L bottle, your cost would be:
- 1 unit: = $14 Bottle Price + $5 Customization Fee = $19 price per unit shown in cart
- 24 units = $14 Bottle Price + $2.50 Customization Fee = $16.50 price per unit shown in cart
- 36 units = $14 Bottle Price + $1.50 Customization Fee = $15.50 price per unit shown in cart
Need retailer pricing? Contact Us for more information.
*Customization fees are included in the bottle price you see in the custom shop.
Can I make changes to my order after it is placed?
WHY WAS MY ORDER DECLINED BUT MY CREDIT CARD WAS CHARGED?
Don't worry. You are never charged 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.
The reasons you are seeing the error or declined transaction message could be:
- Because the billing address and postal code did not match up
- Because some credit cards are more sensitive within our fraud system
- Or because our system didn’t accept your payment, if it is a non-US bank.
MY ORDER WAS CANCELLED. WHEN WILL I RECEIVE MY REFUND?
It can take up to 10 business days to receive your refund.
Do you offer rush orders?
We do not offer rush service. Same Day service is also not available.
Can I get a variety of cap and bottle colors in the same order?
Bottle are sold as complete units so cap and bottle are not interchangeable.
Do you offer color matching?
Although an exact color match is not possible with digital printing, we calibrate our systems to get as close as possible. If you have a specific color match need and expect to place a large order, please place a custom print request through the Contact Us page and a customer Service Representative will be in touch to discuss your project.
How should I submit my artwork, and what format should it be in?
Our Design Studio currently supports JPG and PNG files. High quality (300 dpi) JPGs work best for multi-color digital prints. PNG files also work well for digital prints and should be used when your image contains transparency. For laser files, please upload a PNG with a transparent background. Any area that will be engraved must be entirely in black and must have a line width of at least 0.008".
If you want to remove the white background from an image and don't have a design program, like Photoshop, there are many free tools online, such as PhotoScissors, that will help isolate the subject in your image from the background. Remember to save your file as a PNG to preserve the transparency.
How many colors can I put on a print?
Our Digital Printing process allows customers to print full-color digital photos on a bottle. Due to the nature of digital print we cannot print neon colors or metallic colors. The neon colors you can get on a computer monitor cannot be reproduced when printing CMYK ink. Colors may vary slightly from on-screen appearance in printing.
CAN I PUT ANY IMAGE I WANT ON A BOTTLE?
We do not support licensed material. We are unable to reproduce licensed images or those of an offensive or graphic nature. If your order contains such imagery, it will be subject to cancellation. If you hold licensing for a licensed image you’d like to use, please contact customer service at firstname.lastname@example.org before placing your order. Please refer to our complete Purchasing Terms prior to making a purchase.
Here are some examples of content we CANNOT print:
- NFL, MLB, NBA, NHL, MLS or any professional sports teams
- Disney characters
- Star Wars
- Harry Potter
- Warner Bros movie characters
- Marvel movie characters
- Nintendo characters
- Pokémon characters
- College or University logos: If you are a college or university, please contact Jardine Associates. They are an authorized CamelBak dealer and provide exclusive national sales & service to every College and University in the United States.
HOW DO I BECOME A CAMELBAK RETAILER?
If you have a brick & mortar store and are interested in becoming a CamelBak retailer, please fill out the form on the Contact Us page.
What is your return policy?
We do not accept returns unless the product is damaged.
When is payment due?
Due to the unique nature of custom printing, we capture credit card funds at the time orders are submitted. If you are unsure whether or not you are ready to proceed with your order, please do NOT proceed to checkout. We will be unable to halt an order after it enters our system.
Are there any additional fees?
Shipping. Custom Print orders are not eligible for CamelBak.com free shipping promotions. Shipping fees are dependent on the number of items in your cart.
I live outside the United States. Why can't I place a custom order?
What are the shipping options?
We ship FedEx. Please do NOT ship your custom print order to a PO Box, and we highly recommend you ship your orders to a destination where a person can receive the delivery. We don’t offer an option to ship to two different addresses.
What are the shipping costs?
Usually 10-15% of the order total. For orders placed through our online Design Studio, please consult our shipping rate table.
Please Note: Custom Print orders are not eligible for store-wide shipping discounts or promotions on CamelBak.com
Do you offer any licensed material that I can use with my print?
Not at this time. If you are making a custom print purchase as a legitimate holder of licensed material, please contact Customer Service prior to placing your order in our online Design Studio. If we see licensed material in any order without prior knowledge, we will cancel the order and refund the customer.
What is your warranty policy?
We pride ourselves on our Got Your Bak Lifetime Guarantee. If we build it, we'll bak it. However, due to the nature of custom printing, we cannot replace a specific print. If there is a manufacturing defect with the product, we will do our best to replace parts that have issues, but we may not be able to recreate the original print you purchased. For replacement parts, learn more at www.camelbak.com/warranty.
Can I speak to a Custom Print service representative?
How do I clean my custom print or etched bottles?
CUSTOM BOTTLE CLEANING INSTRUCTIONS:
- CLEANING VESSEL:
We recommend hand washing the bottle’s vessel with warm, soapy water to preserve the design.
- CLEANING LIDS:
Bottle caps, spout caps, tethers and bite valves can all be cleaned in the top rack of the dishwasher or by hand with warm, soapy water. Remove the cap, spout cap, tether or bite valve from the vessel before washing.
If you like to use a bottle brush, we don’t recommend forcing it through the bite valve slit as it can tear the silicone.
For a deeper cleaning, add a drop of mild soap or tablespoon of bleach to a clean glass jar filled with water. Drop the bite valve, straw and cap into the solution, and tightly close the jar’s lid. Shake the mixture around for 30 seconds, and then let the parts soak for about 15 minutes. Rinse and shake dry.
- RE-INSERTING THE BITE VALVE INTO THE CAP:
- Flip the stem collar (the component the bite valve attached to originally) to the open position.
- Orient the bite valve so the finger tab points towards the front of the cap.
- Push the bite valve firmly onto the stem collar.
- Press the straw back into place on the bottom of the lid. Ensure the straw covers the notches completely.