Frequently Asked Questions

How do I place a custom order?

You can order directly through our site or request a quote through the Custom Orders page.
Upload your logo, describe what you need, and we’ll send you a mock-up and price confirmation.
Once approved and paid, we move your project into production.

How long do orders take?

Most embroidery and engraving jobs are completed within 2–3 weeks after design approval.
Large or complex bulk orders may take longer.
Need a rush job? Contact us before ordering and we’ll confirm availability.

Do you ship or offer local pickup?

Yes! We ship anywhere in the United States.
You’ll receive tracking details as soon as your order leaves the shop.
If you’re nearby, pickup is available in Catskill, NY by appointment — just message us to schedule a time.

What payment methods do you accept?

We accept credit/debit cards, PayPal, and Shopify Payments.
For bulk or department orders, invoices can be issued upon approval.
Payment is required before production begins.

Can I send my own logo or artwork?

Yes. Vector files (AI, EPS, SVG, or high-res PNG) work best.
If your design isn’t embroidery-ready, we can digitize or clean it up for a small setup fee.

Can I make changes after approving my order?

Once production begins, no changes can be made.
Please double-check spelling, placement, and sizing before giving final approval.

How do I care for my apparel?

Wash inside-out in cold water
Avoid bleach or harsh detergents
Tumble dry low or hang dry
Do not iron directly over embroidery or prints

Who do I contact with questions?

📍 Catskill, New York
📧 kyle.charsley@hcdesignnewyork.com
📞 (716) 352-0011
📸 Instagram: @hc_design_ny