Frequently asked questions
For a limited-time store with a scheduled closing date, allow approximately 2-3 weeks after the store closes. For an always-open/year-round store, allow approximately 2-3 weeks after the individual order is placed. Product availability, order volume, and other circumstances may affect turnaround.
Customized products are generally final sale and cannot be returned or exchanged due to customer-submitted errors such as incorrect size, spelling, quantity, personalization, or other selections. Size charts should be reviewed before ordering.
Inspect the order upon receipt. If HMC supplied the wrong item, incorrect decoration/personalization, or there is an HMC workmanship issue, contact HMC within 7 calendar days. When the error is HMC's, HMC will correct or replace the affected item at no additional cost.
HMC accepts customer-supplied items for select projects with prior approval. Because HMC cannot guarantee the construction, condition, coatings, materials, or replacement availability of products it did not supply, customer-supplied items are decorated at the customer's risk. A signed authorization/risk acknowledgment may be required.
Embroidery has no minimum. Traditional/bulk screen printing generally targets a 24-piece minimum. DTF may be used for one-offs and smaller printed-apparel quantities.
Rush orders may be available depending on product availability, decoration method, quantity, artwork readiness, and HMC's production schedule. Rush charges may apply and are discussed before approval.
For new logos, designs, or custom artwork, HMC provides a proof for approval when applicable. Customers are responsible for checking spelling, names, layout, colors, artwork and customization details. Once approved and production begins, changes may not be possible.
Depending on the customer/store/order, HMC may offer local pickup, shipping, delivery to the organization, or bulk distribution through a school, team, fire department, business or other group.
Custom and bulk orders require payment in full before production begins unless other arrangements are approved by HMC in advance.
Custom and bulk-order quotes are valid for 30 days from the date issued unless otherwise stated. Product availability is not guaranteed until the order is approved and payment requirements are satisfied.
Contact HMC as soon as possible. If merchandise has not been ordered and production/custom artwork work has not begun, cancellation/refund may be possible. Once costs are committed, artwork/digitizing is completed, or production begins, the order may be non-cancellable/non-refundable. Partial refunds may be considered based on committed costs.
HMC may substitute a comparable item of similar quality, fit, color and value when the difference is minor. If the replacement materially changes brand, style, fit, fabric, color, appearance or price, HMC will contact the customer. If no acceptable replacement exists, the affected item may be refunded.
The standard $15 digitizing/setup fee covers preparing artwork as an embroidery-ready production file for HMC use. HMC retains the file for future HMC orders, so the standard setup fee is not charged again for the same approved design.
A standard machine-ready DST file may be released for a $35 file-release/buyout fee. Complex, specialty, source, or additional production formats may be quoted separately. The customer's original logo/artwork remains theirs.
Customers are responsible for having the necessary rights/permissions to reproduce submitted logos, trademarks, photographs, designs, characters, school/team marks, or other artwork. HMC may decline a design or request proof of authorization.
HMC keeps select samples on hand when available. For sufficiently large orders, HMC may obtain a sample for review; customers may also purchase a sample through HMC to evaluate fit, sizing, color, material or product.
Yes. HMC can help source comparable products based on an existing shirt, jacket, hat, promotional item or other product, considering style, fit, material, color, intended use and budget.
Customers should receive an order confirmation email. Review it carefully for sizes, quantities, spelling and personalization. If no confirmation is received, contact HMC to verify the order.