FAQs
Ordering
How do I place an order?
Fill out the quote form on our homepage, call 903-736-6954, or email support@hallsvillecustom.com. Tell us what items you want, how many, and the date you need them. Attach your logo if you have one. We'll reach out to go over logo colors, placement on the item, and the best decoration method for your job.
Is there a minimum order?
No minimums. Order one piece or a hundred. You can also mix and match styles and colors, so everyone on your team gets what they like.
Will I see a proof before you make my order?
Yes. Unless it's an exact reorder, you'll always approve a proof first. For embroidery, we set up your logo, actually sew it out on a piece of material, and send you a photo of the real stitched logo. You'll get your proof within 2–3 business days of placing your order.
Nothing goes into production until you approve the proof by email. Please reply as soon as you can, ideally within 24 hours, so your order stays on schedule. Changes to the logo or a late approval can push back your finish date.
What file types work best for my logo?
High-resolution JPEG, PDF, EPS, or AI files work best, but send us whatever you've got and we'll work with it. The quote form takes JPG and PNG. If your file is a PDF, EPS, or AI, just email it to support@hallsvillecustom.com. You only need to send your logo once per order, not once per item.
Are there setup fees?
Some jobs need artwork setup, digitizing, vector conversion, or patch prep. Standard setup fees start at $30, depending on your artwork and the decoration method. We'll tell you up front if your job has one.
Do you keep my logo on file?
Yes. Once we've set up your logo and made an order with it, we keep it on file, so reorders are quick and easy.
Can I change or cancel my order?
Contact us right away. We can make changes or cancel at no charge until your order goes into production. Once production has started or the order has shipped, it can't be changed.
Turnaround, Pickup and Shipping
How long will my order take?
Standard turnaround is typically about 10 business days, though timing can vary with the job and how busy we are. We'll confirm your timeline when we go over your order. Ground shipping usually takes another 3–5 days, and faster shipping is available for an extra charge.
Have a hard deadline? Tell us when you place your order and we'll do our best to hit your date.
Can I pick up my order?
Yes. Local pickup is available at our Longview address, 37 Circle Rd, Longview, TX 75602, Monday–Friday, 9 AM–5 PM (Central). We'll let you know when your order is ready.
Do you offer rush orders?
Rush service may be available depending on the job. Ask for rush service when you request your quote, and we'll confirm the timeline and any rush fee before we start.
Where do you ship?
Anywhere in the United States, including military APO addresses. You'll get an email with your tracking number when your order ships.
What if my package goes missing?
First, check your tracking email to see where the package was last scanned. If it shows "delivered," check with your neighbors, since someone may have brought it in for you. If it's still missing, file a claim with the carrier:
- UPS: 1-800-742-5877
- FedEx: 1-800-463-3339
- USPS: 1-800-275-8777
Your credit card's purchase protection or your homeowner's or renter's insurance may also cover stolen packages. Because every order is custom-made, we can't replace or refund packages lost or stolen after the carrier delivers them, but give us a call and we'll help however we can.
Payment
How do I pay?
We'll send you an invoice for your order, and the accepted payment options will be shown when you pay. If you have a question about payment, call 903-736-6954 or email support@hallsvillecustom.com.
Returns and Problems
Can I return custom items?
Because every item is made just for you with your logo or design, we can only accept returns for defects, either in the item itself or in our decoration. We can't take returns for sizing, so double-check sizes before you approve your order. If something isn't right, we'll still do our best to help.
What if something is wrong with my order?
If an item is damaged or defective, or the decoration isn't what you expected, contact us within 5 days of receiving it and we'll make it right.
Logos and Trademarks
Can I use any logo?
When you send us artwork, you're confirming that you have the right to use it. Some brands have rules about how their logos can be used. We follow those rules and may have to turn down orders that don't meet them.
Still have a question?
Talk to a real person: 903-736-6954
Email: support@hallsvillecustom.com
Hours: Monday–Friday, 9 AM–5 PM (Central)