Shipping, Delivery & Returns Policy
At Custom Patches San Diego, we pride ourselves on transparency. Unlike e-commerce stores selling off-the-shelf products, we are a custom manufacturing facility. Every item we ship is made to order specifically for your organization.
Please read the following policy carefully to understand how we handle production timelines, shipping methods, military delivery, and our quality guarantee.
1. Production Time vs. Shipping Time
It is important to distinguish between the time it takes to manufacture your order and the time it takes for the carrier to deliver it.
Production Time: This is the time required to digitize, mold, stitch, and finish your patches. Standard production is 7–14 business days after you approve your digital proof.
Shipping Time: This is the time your package spends in transit with UPS, FedEx, or USPS. Standard Ground shipping usually takes 3–5 business days within the continental US.
Total Turnaround: Please add Production Time + Shipping Time to estimate your arrival date.
2. Domestic Shipping Methods
We ship to all 50 states via UPS, FedEx, and USPS.
Free Standard Shipping: We offer Free Ground Shipping on all bulk orders (50+ pieces) within the continental United States.
Expedited Shipping: If you have a strict deadline (e.g., a trade show at the Convention Center or a specific deployment date), we offer Next Day Air and 2-Day Air options for an additional fee. Please request this at the time of quoting.
3. San Diego Local Pickup (Will Call)
For our local clients in San Diego County, we offer a free “Will Call” pickup service to save on shipping time and ensure security.
Location: Orders can be picked up at our San Diego headquarters.
Notification: You will receive an email notification when your order is boxed and ready. Please do not arrive before receiving this email, as your order may still be on the finishing line.
ID Requirement: Please bring a valid photo ID and your Order Number for pickup.
4. Military & APO/FPO Addresses
We proudly support our troops and ship daily to NAS North Island, MCAS Miramar, Camp Pendleton, and deployed units overseas.
Carrier: All shipments to APO (Army Post Office), FPO (Fleet Post Office), and DPO (Diplomatic Post Office) addresses must be sent via USPS. UPS and FedEx cannot deliver to these addresses.
Transit Time: While we ship these orders immediately upon completion, please be aware that military mail can take 2–4 weeks to reach forward-deployed units depending on current logistics. We have no control over the package once it enters the Military Postal Service Agency (MPSA) network.
Formatting: Please ensure your Unit Number and Box Number are 100% accurate to prevent items from being returned to our facility.
5. Risk of Loss
All orders are shipped FOB Origin. This means that ownership of the package transfers to the buyer once we hand it over to the shipping carrier. While we will assist you in filing claims for lost or damaged packages, Custom Patches San Diego is not financially liable for packages lost, stolen, or delayed by UPS, FedEx, or USPS.
1. The “Custom Goods” Policy
Because every patch we manufacture is custom-designed with your specific logo, color palette, and shape, we cannot accept returns due to “change of mind” or buyer’s remorse. We cannot resell a patch made for your specific battalion or brewery to anyone else. All sales are final.
2. The 100% Quality Guarantee (Manufacturing Defects)
While we do not accept returns for preference, we fully stand behind our craftsmanship. We offer a 100% Replacement Guarantee if your order arrives with a manufacturing defect.
We will replace your order free of charge if:
- The physical size of the patch is significantly different from the approved proof.
- The thread colors used do not match the Pantone codes specified in the approved proof.
- The backing (Velcro, Iron-On, PVC) is incorrect or defective.
- The embroidery or stitching is unraveling upon arrival.
- The border stitching is incomplete or frayed.
3. What is NOT Covered (Customer Errors)
We are not responsible for errors that were present in the digital proof that you approved. It is the customer’s responsibility to check the proof carefully. We will not offer refunds or replacements for:
Typos or Spelling Errors: If you approved a proof that said “Battallion” instead of “Battalion,” we will manufacture it exactly that way.
Color Discrepancies: If you requested “Navy Blue” but meant “Royal Blue,” and approved the Navy Blue thread chart in the proof, this is not a defect.
Incorrect Size Selection: If you ordered a 3-inch patch but later realize you needed a 4-inch patch for your hats, this is not a manufacturing error.
4. How to Report an Issue
If you believe your order has a manufacturing defect, you must report it within 14 days of delivery.
Do not discard the items. We may require you to return them for inspection.
Take clear photos. Photograph the defect clearly. Show the full patch and a close-up of the issue.
Email our Support Team. Send your Order Number, description of the issue, and photos to our support email.
Resolution. If we determine it was a manufacturing error, we will rush-manufacture a replacement batch at no cost to you.
5. Cancellation Policy
Before Proof: You may cancel for a full refund.
After Proof / Before Production: You may cancel, but a cancellation fee (approx. $40–$85) will be deducted to cover the cost of the digitizing or mold setup work already completed.
During Production: Once physical production has begun, orders cannot be cancelled or refunded.