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Frequently Asked Questions
Where are you located?
Our USA based production facility is based in New Jersey. We also have an office in Perth, Australia and operate a factory in the far east.
Who does your embroidery?
Our USA production manager handles all embroidery for the stock and USA made programs. With 20+ years of experience under his belt you'll be well taken care of.
How long have you been around?
We started business in April 2011 doing business under the brand "Custom Snapbacks" at https://customsnapbacks.com.
What are your values?
Quality custom hats and top customer service at a fair price. Our customers are extremely valuable to us and we do everything in our power to help.
Why should I buy from Acme?
Ordering custom hats doesn't have to be painful! We answer all emails within 24 hours, usually a lot faster.
We'll call you if you would rather speak to us and we don't just up and vanish after you order.
We put quality right up top in terms of priority with customer service a very close second.
Can you produce x style of hat?
Indeed we can. Need buckets? 5 Panels? We do them all. Shoot our customer service reps an email and we'll take care of the rest.
Can you source x brand?
As well as being cut-n-sew manufacturers we also work closely with the other leading manufacturers of quality stock hats including New Era, FlexFit and Yupoong! We'll source whatever you need.
Who prepares my artwork?
We have in-house designers that can help with the mockup process if need be. We can generally work with whatever format your art is in but we do prefer Adobe Illustrator files if possible.
Can I mix and match colors?
Sure thing! For the stock program we have a min order of 12 hats per color. For example if you ordered 48 hats we could do 4 colorways and still quantity discount your entire order!
Can you do raised 3D Puff embroidery?
Indeed we can. You'll struggle to find a company that does this embroidery better than us!
Can you do interior branding?
On our cut-n-sew program we offer internal branding such as printed seam tape and woven labels. As the stock program uses pre-made hats we're unable to offer that service.
Do you price match?
We generally do not price match, sorry. Our pricing is based on our high quality, we don't cut corners. If you find a reputable headwear supplier cheaper, let us know and we'll see what we can do.
What is your minimum order?
Stock: 12 hats
USA Made: 72 hats
Cut-n-Sew: 72 hats
Do you offer samples?
Samples are $80 + shipping however that does include a $40 credit towards a full order if you place one with us.
Do you guarantee your work?
We strive to make our customers happy! In the rare event we make a mistake on your order we'll make it right. We don't offer returns if you change your mind as once the hats are stitched we can't re-use them.
What file formats are best?
Hands down Adobe Illustrator. If you have your artwork in high resolution photoshop or JPG files we should be able to work with those too. Send whatever you have over and we'll be able to advise you of the best way forward!
Will you design my logo?
We do our best to accomodate. We're not designers by trade but if your logo consists of some text or simple shapes we should be able to help out.
Any logos requiring work we will ask for a deposit before providing the mockup. It's no extra charge, we just want to make sure our time is covered.
What size can you embroider the front?
On the front of a 6 panel snapback we can generally embroider around 2½" tall by around 5½" wide.
Can I send you copyrighted designs?
Sorry, we can't use copyrighted designs. By submitting any artwork to us we must insist you are the rightful and legal copyright holder.
What are your turnaround times?
In most cases:
Stock: 10-12 days
Cut-n-Sew: 4-7 Weeks
Turnaround time is from payment of invoice.
How much is shipping?
Any domestic orders ship 100% free via FedEx ground. If you need your hats sooner we can quote for express.
We ship internationally via USPS, FedEx or DHL depending on country, preference and cost.
If you have a freight account you wish to use we can also ship third party.
Do you ship to...
We ship worldwide!
Who pays import duties
On our cut-n-sew import program we cover duties and taxes into the USA and also Australia. For other countries you are responsible for any duties, taxes or import fees.
Do you offer rush orders?
It depends! Get in touch with a date and we'll see if we can hit it for you.
What freight carriers do you use?
Domestically we use FedEx. Internationally we use FedEx, USPS and DHL depending on country.