Returns & Refunds
Last updated: April 12, 2025
No Returns on Custom Items
Because every item is made to order with your specific customization, we cannot accept returns or exchanges for change of mind or incorrect information entered at checkout.
We Make It Right
If we made a mistake — a production error, quality defect, or item damaged in transit — we will remake or refund your order at no charge to you.
Why We Can't Accept Standard Returns
Every piece of gear we make is custom-produced specifically for your order. Unlike off-the-shelf products, custom embroidered items cannot be restocked or resold once made. Accepting returns on custom items would mean absorbing the full cost of production with nothing to show for it — and as a small firefighter-owned shop, that’s not sustainable.
That said, we take tremendous pride in our work and stand fully behind the quality of everything that leaves our shop.
What We Will Fix
We will remake or refund any item that has:
- Manufacturing defects — Poor stitching, thread pull-outs, loose patches, or embroidery that does not meet quality standards.
- Production errors — The wrong name, text, number, or design was applied due to a mistake on our end (not due to incorrect info at checkout).
- Damage in transit — Items that arrive damaged due to shipping. Please document the damage when your package arrives.
- Wrong item shipped — You received a completely different product than what you ordered.
How to Report an Issue
If your order qualifies for a remedy under the above, here’s how to get it resolved quickly:
Contact us within 14 days of delivery
Email us at brickhouseembroidery@gmail.com with subject line "Order Issue — [your order number]".
Include photos
Attach clear photos of the issue. For defects, show the specific area of concern. For damaged items, photograph the packaging too.
We'll respond within 2 business days
We'll review your claim and either request additional info or confirm the remedy we'll provide.
Remedy: remake or refund
At our discretion, we'll either reproduce the item correctly at no charge or issue a full refund to your original payment method.
Order Cancellations
You may cancel your order within 24 hours of placing it, provided production has not yet begun. After that window, your order has likely entered the production queue and cannot be cancelled.
To request a cancellation, email us immediately at brickhouseembroidery@gmail.com with your order number. We will confirm whether cancellation is possible.
Bulk & Department Orders
Bulk orders that are already in production may not be eligible for cancellation or refund. For large orders, we strongly recommend reviewing all customization details carefully before placing your order. Contact us if you need to make changes to a bulk order — we’ll do everything we can to accommodate changes before production begins.
Refund Processing
Approved refunds are issued to your original payment method within 5–10 business days, depending on your card issuer. You will receive an email confirmation when the refund is processed.