FAQs

Frequently Asked Questions 

What is your lead time?

Creating high-quality, customized products is our specialty—and our priority. We work hard to ship orders as quickly as possible without sacrificing quality.

Lead time varies based on our current order volume. To keep you informed, we update our Lead Time page daily (Monday–Friday, excluding holidays and shop closures). You’ll also find a link to this page at the top of our website.

Do you offer quantity discounts?

Yes! We offer quantity discounts on orders of 12 or more hats. The discount is based on volume and production efficiency.

To get a personalized quote, please fill out our Quantity Discount Quote Form. 

Are there minimum order requirements or setup fees?

  • No minimums or setup fees apply to hats embroidered with any design from our Elite Fire Apparel Hat Design Collection:

    • Passport

    • Fire Mark

    • Old School Font

    • Traditional Alpha

    • Traditional Bravo

    • IAFF Logo

  • Custom artwork does have minimum order requirements and setup fees, due to the time-intensive process of designing, testing, and refining custom embroidery. Pricing depends on the complexity of the artwork and the number of hats ordered.

How is shipping calculated?

Shipping is always free for all hats on our website—no hidden fees, no surprises.

How do I know what size to order?

We offer hats in flexible fitted, adjustable, and adjustable-sized options across multiple brands. Sizing can vary by brand and material.

  • Visit the Headwear Size Guide.

  • Need to try before committing? You can order blank hats at retail price for sizing. We cover the shipping to you; you return them (in original, unworn condition) at your expense within 45 days for a full refund.

I have a custom design idea. Can you help?

Yes, we do offer custom embroidery services!

Please note that custom designs require a minimum order and setup fee, based on design complexity and quantity. We’ll work closely with you to bring your vision to life with the quality we're known for. To get a personalized quote, please fill out our Custom Design Quote Form. 

I don’t see the hat style I want. Can you special order it?

Absolutely. While we stock our most popular styles, we can special order hats from our vendors with a 12-piece minimum per color and size.

Are you firefighter-owned?

Yes! We are a firefighter-owned and operated small family business.

What designs are included in the Elite Fire Apparel Hat Design Collection?

Our design collection, launched in 2007 and refined through customer feedback, currently includes:

  • Passport

  • Fire Mark

  • Traditional Alpha

  • Traditional Bravo

  • Old School Font

  • IAFF Logo

All of these can be personalized with no setup fee or minimum order.
You can also add rear text embroidery to most hats for an additional $7.

I placed an order but didn’t receive a confirmation email. Why?

Order confirmation emails are sent automatically. If you didn’t receive one, check for these common issues:

  1. A typo in your email address

  2. You’re checking a different or less frequently used inbox

  3. It went to your spam/junk folder

Still no email? Contact us and we’ll help.

I haven’t received an order update. What’s the status?

Here’s what to expect:

  • Immediately after placing your order: You’ll receive an Order Confirmation email.

  • While your order is awaiting fulfillment: We don’t send updates unless we need more info from you.

  • Once shipped: You’ll get a Shipping Notification email with tracking details.

Where are you located?

We are based in North Carolina, where we process and fulfill all orders in-house.

Which shipping carriers do you use?

We use both USPS and UPS, depending on package size and destination:

  • Smaller orders: Usually ship via USPS or UPS

  • Larger/heavier orders: Typically ship via UPS

If you have a specific shipping preference, just let us know (additional fees may apply).

Do you ship internationally?

Not at this time. We currently ship within the U.S. only.

Do you ship to APO or FPO addresses?

Yes! We’re proud to support our military customers and do ship to APO and FPO addresses.

Can I add insurance to my order?

Yes, we offer shipping insurance via USPS or UPS. To request insurance:

  1. Add a note during checkout that you’d like to add insurance.

  2. We’ll follow up with a quote and invoice.

Can I send you my own hat or garment for embroidery?

No. We only embroider on items that we stock and supply. This allows us to maintain quality and consistency in our work.

What does the NEW 'Quick Order Color Schemes' mean?

You can choose from our most popular Quick Order Color Schemes for each design by adding your favorite to the cart with just one click! To create a fully custom hat, click “Customize Colors” and select shades that match your fire department, fire station, fire apparatus, or personal favorites.

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