Custom Order Policy

Our Station Wear line is made to order and personalized to your department. Because each piece is produced specifically for you, here's how custom orders work.

How a custom order works

You tell us your details. Add your department name, station or engine number, and any year or text you'd like in the "Special instructions" box in your cart — or reply to your order confirmation email, or use our contact page. If we don't hear from you, we'll reach out before anything prints.
We build your design and send a proof. Before anything is printed, we send you a proof to review.
You approve, then we print. Production starts only after you've approved the proof.

Authorized use only

You're responsible for making sure you're authorized to use the department name, identity, or insignia you request. Many department names, seals, and patches are protected, and some states restrict the use of fire and EMS insignia. By placing a custom order, you confirm you have permission to use the identity you've requested. We review every custom order, and we may decline or refund any request we believe we can't fulfill — including ones we can't verify you're authorized to use, or that may infringe someone else's rights.

Returns and refunds on custom items

Because custom, personalized items are made specifically for you, they generally can't be returned or exchanged for sizing or change-of-mind reasons — which is exactly why we send a proof first, so you can confirm everything before we print. Please double-check your details and your size (see our sizing guide) before you approve.

If your item arrives defective, damaged, or different from the proof you approved, that's on us — reach out and we'll make it right with a replacement or refund.

Timing

Custom, made-to-order pieces take a little longer than off-the-shelf items, since we build the design, send a proof, and print after your approval. We'll keep you posted along the way.