| Q. |
Is There a Min Quantity? Can I Combine Styles/Sizes? |
| A. |
- In general, you can order any quantity that meets your needs. However, we offer combined quantity discounts within each product category (ex: all apparel) when your order reaches a certain minimum quantity, say 7. This number varies by product category, and the min is indicated on the ordering page of each product.
- Different products, for example: hats, require different tooling, and therefore can't be combined with other product categories, ex: shirts and jackets. But you can mix and match different caps, as long as each style meets the minimum requirement for that item.
- If all this seems too complicated, simply put put all the items into the shopping cart, and the computer will calculate the final discount for you! Don't worry, you get to change your order before you commit to anything! |
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| Q. |
Can I Request Samples? |
| A. |
- You can purchase samples embroidered or blank. Please use our price calculator by going to the specific product you are interested in.
- Blank cap samples can not be returned.
- Most blank apparel samples can be returned within 15 days of receipt. Some can not be returned. Check with your customer service representative for specifics.
- Embroidered samples are non-refundable. |
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| Q. |
Can I Request Custom Colors on an Item, Say Red Shirt w/ Yellow Sleeves? |
| A. |
- We offer custom colors on all custom logos, but not on our caps and garments unless the quantity exceeds 1,000 pcs. |
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| Q. |
How Long Before I Receive My Order? |
| A. |
- After you approve the logo scan (emailed within 48 hours), we will ship your order in 7~12 working days via UPS ground unless you want expedited service (call customer service for details). It takes 3~5 days for UPS ground to get to anywhere in the continental US. |
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| Q. |
What is Your Cancellation Policy? |
| A. |
- We will email you a sample sew-out, i.e. a copy of your design embroidered on a piece of fabric before production. If you are not happy with the logo sample you receive in your email, we will be more than happy to fix it until you are satisfied.
- Once the sample swatch is emailed to you, you will be charged for the design.
- Once this sample is approved, we will proceed with production and from this point your order can not be cancelled or returned unless we made a mistake, say wrong product or logo colors. |
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| Q. |
What is Your Return Policy? |
| A. |
- Defective goods can be returned within 30 days of receipt of merchandise. If there is a defect on the product, please call customer service and we'll be happy to arrange an exchange or refund on the defective pieces.
- Note that no return will be accepted unless there is a Return Authorization issued by HatsandShirtsUSA.com. Claims must be reported within 15 days of receipts of goods. Please check your merchandise upon receipt.
- Although we pride ourselves in providing quality embroidery work, please note that embroidery is a mechanical process. A needle is doing the sewing, so each hat will have its own characteristic due to machine variance. |
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| Q. |
Oops I ordered the Wrong Sizes! Can I Return or Exchange these Items? |
| A. |
- Unfortunately we are not responsible for sizing issues once the order is confirmed and your logo embroidered. To avoid fitting and sizing problems, please purchase samples prior to your production orders. |
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| Q. |
Can I Use Any Color for My Logo? |
| A. |
- We will match your logo color the best we can. If you have a Pantone color for your logo, we will try to match that. All Pantone colors must be clearly indicated on the order form. But remember embroidery threads have a sheen that is unique. It is virtually impossible to match them to colors on paper. If you request red, we will use our generic red unless a specific Pantone color is indicated on your order form.
- You can also pick out colors from our [Embroidery Thread Color Palettes]
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| Q. |
Do You Personalize Your Items? |
| A. |
- Yes at $7 per name per piece personalized, regardless of quantity ordered. |
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| Q. |
Do You Handle Large Quantity? |
| A. |
- Yes we do. Discounts are given to large quantities, and we offer custom garment design service and off shore production for large orders. The quantity requirement for off-shore production is 2,500 pcs. The lead time is usually 60 to 90 days. |
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| Q. |
If I Choose to Embroider My Items, What's Included in the Price? |
| A. |
- Our new pricing calculator gives you total cost of your order depending on the number of embroidery locations and total quantity purchased.
- All prices include up to 6 colors in the logo.
- In general, the maximum embroidered logo size is at 2.25" high x 4" wide or up to 10,000 stitches. Logos exceeding our size limit is subject to embroidery upcharge. However, more than 90% of logos we come across fits under our size guideline. For detailed logo specs and file format, please visit the [Custom Embroidery Logo Specs] page.
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| Q. |
Do You Charge for Setup? |
| A. |
- Your 1st logo setup is $50.
- For additional logo designs on the same cap or garment, there is a $35 setup charge per additional logo design.
- We keep all our customers' logo on file indefinitely. Once you get your logo setup, you'll never have to pay for setup fee again. |
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| Q. |
Do I Have to Pay More If I Want To Put 1 Logo on The Front and 1 Logo on Back of a Cap? |
| A. |
- Yes, there is an additional embroidery charge for the 2nd logo (and the 3rd for that matter).
- Our new state-of-the-art real-time price calculator will give you total costs of any order, undecorated or with custom embroidery.
- Simply choose the number of custom embroidery location you want under "Get A Quote" on the product page, and the calculator will give you the unit cost according to total quantity purchased.
- Custom embroidered apparel or cap prices include up to 6 colors per logo, up to 10,000 stitches for the 1st logo, and up to 5,000 stitches for additional embroidery locations.
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| Q. |
I Have My Own Design, What Do I Do Now? |
| A. |
- If you have an electronic copy of your artwork, email it to us at art@hatsandshirtsusa.com . We prefer files in the following format: EPS, TIFF, PDS and JPEG. Most of the times the people who print your business cards should have your logo or artwork in 1 of these formats. If you don't have your artwork in an electronic format, but have a clean laser print out of the design in colors, send it to us at:�
HatsandShirtsUSA.com
P.O. Box 2592
Costa Mesa, California 92628
Attn: Art Dept
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| Q. |
Can I See a Sample of My Embroidery? |
| A. |
- A scan of your embroidered logo will be emailed to you within 48 hours of order & payment confirmation. This service is included in the $50 setup fee you pay to setup any new logo. |
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