Custom Embroidery Orders Q&As
- Below is a list of commonly asked questions regarding purchasing our products. Chances are you will find the answers to most of your questions here. If you need further assistance, please email us at help@hatsnshirts.com.
How Do I Order?
- Download Order Form. Fill it out completely and email it to help@hatsnshirts.com. You can also fax it in to 949-650-9811. Or call us at 949-650-9825. Please note that all orders must be prepaid with a credit card or check. Your order will be processed once we received your payment and/or your check has cleared.
We do accept government issued purchase orders or official school purchase orders. An original p.o. must be sent to us before your order is processed.
How Long Have You Been in Business?
- www.hatsnshirts.com is a division of The Promotion Factory, Inc. in Costa Mesa, California. The Promotion Factory has been in business since 1998 selling advertising specialties and embroidery services.
Is Free Embroidery Included in the Price? What is the Size Guideline?
- YES. 1 FREE logo at 1 location is included in the unit price on all items. See below for charges on additional logo (s) or location (s).
- You can use up to 6 colors in the logo.
- Max embroidered logo size is at 2.25" high x 4" wide or up to 8,000 stitches. Logos exceeding our size limit are subject to embroidery upcharge. However, more than 90% of logos we come across fits under our size guideline.
Do You Charge for Setup?
- Your 1st logo setup and embroidery is FREE! See above for guideline.
- For additional logo designs on the same cap or garment, there is a $40 setup charge per additional logo design.
- Note that text at locations other than the standard embroidery location is also considered a logo as we need to use the same setup or digitizing process to turn it into an embroidery file that our computerized embroidery machines can recognize. Additional run charge also applies.
- 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.
How Much for More Than 1 Logo Embroidery? For Example, Do I Have to Pay More If I Want To Put 1 Logo on The Front and 1 Logo on Back of a Cap?
- Yes, there is an additional embroidery charge for the 2nd logo or text at a 2nd location (and the 3rd for that matters). The additional costs are:
Caps: $4.0 per cap (order at least 24 pcs), $3.00 per cap (order at least 48 pc), $2.50 per cap (order at least 72 pcs). $40 setup for 2nd logo applies.
Apparel: $7.00 per pc (order at least 6 pcs), $5.00 per pc (order at least 12 pcs), $4.0 per pc (order at least 24 pcs), $3.00 per pc (order at least 48 pcs), $2.50 per pc (order at least 72 pcs). $40 setup for 2nd logo applies.
- Note that text at locations other than the 1st embroidery location is also considered a logo as we need to use the same setup or digitizing process to turn it into an embroidery file that our computerized embroidery machines can recognize.
I Have My Own Design, What Do I Do Now?
- If you have an electronic copy of your artwork, email it to us at help@hatsnshirts.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:
The Promotion Factory, Inc.
170 E. 17th St.
#208
Costa Mesa, California 92627
Attn: Art Dept
I Don't Have a Logo. Can You Help?
- We have a font library for you to choose fonts.
- You can also go to embroidery.com to choose a stock design not exceeding the size limit. We will pay for any designs not exceeding our logo size limit. Remember, if you want to add text onto a design, you need to leave 1/2" for each line text.
Can I Request a Sample?
- Blank samples can be purchased at 1st column price plus shipping. Cap samples can not be returned. Most corporate apparel samples can be returned within 15 days of receipt. Some can not be returned. Check with your customer service representative for specifics.
Can I See a Sample of My Embroidery?
- A scan of your embroidered logo will be emailed to you within 48 hours of order & payment confirmation.
Can I Combine Styles/Sizes?
- You can combine styles, colors/sizes to meet our minimum but there is a 6 pc min for each style for apparel, 12 pc min per color/24 pc min per style for caps.
- Hats require different tooling, and therefore can't be combined with shirts and jackets. But you can mix and match different caps. 12 pc min per style.
What About Custom Colors?
- We offer custom colors on all custom logos. For custom items, there is a min of 600 for apparel and 1,000 for hatwear.
How Long Before I Receive My Order?
- After you approve the logo scan (sent 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. Rush services are also available. Please call us at 949-650-9825 for details.
What is Your Return Policy?
- We will send 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 is sent 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.
- 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 AceLogoGear.com. Claims must be reported within 15 days of recipts of goods. Please check your merchandize upon receipt. Only defective goods can be returned within 30 days of receipt of merchandize once a Return Authorization is issued.
- Although we pride ourselves in providing quality embroidery work, please note that embroidery is a mechanical process. A needle is doing the sewing, so your logo on each hat will have its own characteristic due to machine variance.
- 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.
- 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.
Do You Do Personalization on Your Garments, Say Embroidering A Different Number or Name on Each of My Shirt or Cap?
- Sorry we do not at this time.
Do You Handle Large Quantity?
- 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. |
