How do I contact you with questions?

For orders, inventory/stock checks, and general questions, call: 818-949-2097

For all general inquiries, order status, quotes, inventory, billing, and other questions email us at info@starhatsandembroidery.com

For custom orders, email us at info@starhatsandembroidery.com

We respond to most emails and requests within 24 hours and look forward to working with you.

Are you open to the public? Do I need to set up an account to order?

Yes, we are open to the public (online only - no walk ins). No account is required to place an order. For tax exemption on orders, please email a copy of a seller's permit, resale certificate, or business license. We will update the account on file and please allow 1 business day for processing.

Do you have a minimum order?

Yes, for blank orders (no decoration or custom logo), there is a minimum of 12 units and for custom orders, there is a minimum of 24 units. For custom orders, you will receive a proof before order production.

Do you accept backorders?

Yes, we do accept backorders on most items we carry, but recommend to only purchase products we currently have stock for. Lead times on backordered items can take several weeks or months due to ongoing manufacturing delays and shipping transit time. Please email us at info@starhatsandembroidery.com to submit a backorder or to verify ETAs and expected in-stock dates.

What are your Order Processing Times?

Processing time for most blank orders is 2 to 4 business days plus shipping time. Processing time for custom orders is 2 or more weeks depending on the decoration type and upon approval of digital mockup/sample. Please refer to our Shipping Info section for more information or contact us if your order is urgent or for more specific order info.

Where do orders ship from?

Most custom orders ship from our warehouse in Los Angeles, California. Select blank orders may ship from Ohio, Texas, Nevada, and/or California.

How are orders shipped?

We ship via both USPS and UPS depending upon the shipping option selected at checkout and/or what we determine may be the quickest way to get the package shipped. The shipping option may depend as well on the weight and quantity of items ordered. Shipping options we offer include USPS First Class, USPS Ground Advantage, USPS Priority Mail, USPS Priority Mail Express, UPS Ground, UPS 3-Day Select, UPS 2nd Day Air, UPS Next Day Air Saver, UPS Next Day Air, and UPS Next Day Air Early. Please refer to our Shipping Info for more information. In order to use your own UPS or FedEx shipping account or third party shipping account, please see below.

Can I use my own shipper account if I have a shipping account with UPS or FedEx?

Yes, you may use your own shipper account. We will need your UPS or FedEx account number or shipper number along with the associated billing zip code. A FedEx account number is normally 9 digits and a UPS account number is normally 6 digits. Please enter your UPS or FedEx account number on the cart page in the "special instructions" along with the associated billing zip code for your UPS or FedEx account and desired shipping method (Ground, 2-Day, Overnight, etc.). You may also email your UPS/FedEx account info to us. At the checkout page, in the "discount code" field, please enter the code: UPSFedExShipperAccount5040

This will set the shipping charges to $0 at checkout and you will be billed directly by UPS or FedEx for the shipping charges on the order. Please note: THIS IS NOT FREE SHIPPING. You will still be billed for the full shipping charges with whatever rate structure you have with UPS or FedEx and will need to pay the invoice from UPS or FedEx directly. Please note any incorrectly entered UPS or FedEx account numbers or shipper numbers may not be able to be processed and furthermore may be subject to additional chargeback fees by UPS or FedEx and the full amount for the shipping charges. Please contact us for any assistance or questions.

What forms of payment do you accept?

We accept most major credit/debit cards including American Express, Visa, MasterCard, Discover, and P-cards. We accept Google Pay, Apple Pay, Shop Pay. Not all payment options may be shown at check out. If your desired payment method is not showing up at checkout, please email us and we can email an electronic invoice to complete the order. Bank wires, cashier's checks, money orders, and checks may be accepted on select orders for approved accounts. Please contact us if using one of these options for information and to complete payment. 

Do you accept purchase orders (PO)?

Yes, we accept purchase orders from approved business customers, schools, colleges, ASI, PPAI, and SAGE members. Please call or email all formal purchase orders to info@starhatsandembroidery.com. We will contact you once received to process and with any questions. We do not offer terms unless approved in advance.

Can you ship my order blind?

Yes, we offer blind and drop-shipping on most orders. Please include a note on the order at checkout or email us the order number and we can add a note to the order to ship blind. We value our customers and will do our best to ensure no identifying information is listed on the shipping label, box, or packing slip.

Can I change or cancel my order?

We can only change or cancel some orders within 30 minutes of the order being placed. We are not able to change or cancel orders beyond this time frame and all orders will be processed/shipped as originally submitted. For custom orders, upon approval of the digital mockup/sample, we are not able to change any order as the decoration and embellishment has started and is permanent on the product.  

Do you offer terms or credit?

We offer terms/credit to a very limited number of select customers with approved credit applications on file or approved POs for government entities. Please email us at info@starhatsandembroidery.com with subject line: CREDIT to request an application. 

Do you ship to APO/FPO addresses?

Yes, for select styles/brands, we do ship to APO and FPO addresses via USPS.

Do you offer rush shipping?

Yes, for rush shipping, please select UPS 2nd Day Air, UPS Next Day Air Saver, UPS Next Day Air, or UPS Next Day Air early in order to receive you order sooner. Rush orders will be prioritized and processed within 1-2 business days. Please add a note at checkout or email us as well for any rush requests. We cannot always guarantee rush shipping will be available due to elevated volumes around the holidays and other circumstances.

Please refer to our Shipping Info for more information.

Do you ship internationally?

Yes, we ship via UPS, DHL and USPS internationally. Please allow a few additional business days for shipping time to countries outside the United States. Orders will be shipping from Los Angeles, California. Customs and Duty are not included in the shipping cost and responsibility of the customer where applicable.

Do you offer embroidery samples?

Yes, you may purchase samples on select items at published cost on the website. We do not have a minimum on most items. For faster service, please place your order online. You may also email us at info@starhatsandembroidery.com and list the items, styles, colors, and shipping address. Once received, we can process a sample order.

Do you color match or offer exact colors?

We accurately display the color of each product on this website to the best of our ability. However, due to color calibration differences between computer displays, we cannot guarantee that the color you see will be an exact color of the product you receive. Furthermore, there may be slight color variations in the manufacturing process and final product.

Do you offer any price match guarantee?

We offer a 100% price match guarantee currently only on Decky brand items. If you find the same item at another qualified competitor for cheaper (item must be in-stock and available to purchase), we will match or beat the price by up to 5%. This offer is limited to select styles and excludes certain brands due to manufacturer restrictions. Please email us at info@starhatsandembroidery.com to check on a price match, for more information, and complete terms and limitations. Items must currently be in stock on other retailer's websites and the same quantity available for purchase. Our price match guarantee excludes closeout products, clearance products, sale products, and used products. Any special tiered pricing such as volume pricing, case pricing or pallet pricing, etc. is excluded from the price match guarantee. 

One price match at the time of purchase, per identical item, per customer, at the current pre-tax price available to all customers is allowed. 

Is your inventory in real time? 

We do our best to maintain updated and accurate inventory, but cannot guarantee that all items/styles/colors/quantities will be in stock at the time orders are placed. As we are a B2B wholesaler, warehouse inventory is updated electronically, but for select brands/styles/colors, which may ship from the manufacturer and/or be subject to stock on hand, inventory quantities may be limited and inventory listed on the website may not be in real-time/live. We will notify you if any items ordered are short, on backorder, etc. If you need to check exact inventory or stock on a particular item/style/color, email us at info@starhatsandembroidery.com and we can verify.

Are there any available coupons or discounts?

Yes, we offer coupons, discounts, and promotions from time to time. Please sign up for our mailing list or contact us to see if we have any updated discounts or promo codes available. We would love to help you and earn your business.

Is there a minimum order for custom orders and custom hats?

For blank orders, there is no minimum on most styles and items. For custom logo hats and embroidery orders, there is normally a minimum of 24 or 36 hats per same logo and thread color.

How do I submit a custom order for custom hats?

For custom logo hats, custom orders, and embroidery, please view our custom products or custom collections to place an order directly on the website. You can also get a quote by clicking the "Get a Quote" or "Get Custom Quote" buttons on our website. You can also email info@starhatsandembroidery.com with the below information to submit an order. Once we receive, a representative will respond within 12-24 hours with more info and a quote. We can send a digital mockup for approval within a few business days.

1. Item/Style #
2. Colors/Quantities
3. Logo File (PDF, JPEG, PNG, PSD, or EPI)
4. Any Notes or Specs
5. Shipping Zip Code
6. Project Deadline/Delivery Date

Are your hats all genuine and authentic?

Yes, all of our hats and caps come directly from the manufacturer and are 100% authentic and genuine. All hats are in brand new condition and we strive to provide the highest quality merchandise.

I have a general question about copyright and trademark laws for custom logo hats or custom logo apparel I want.

When artwork is submitted by or on behalf of a Purchaser or Customer for production of an order, Star Hats and Embroidery assumes that the artwork submitted is in full compliance with the laws governing copyright, trademark, and other intellectual property rights of any third party. Notwithstanding any provision in any purchase order, including any integration clause or other disclaimer, by submitting artwork in connection with an order, a Purchaser or Customer shall be deemed to have agreed to indemnify, defend and hold harmless Star Hats and Embroidery from any claim, damages or cost based on any alleged breach of any copyright, trademark or other intellectual property right of a third party arising from or related to Star Hats and Embroidery's use of such artwork in connection with such order. When artwork is submitted by or on behalf of a Purchaser or Customer, this provision shall be deemed both a separate agreement formed upon the submissions of such artwork (and not superseded by any integration clause in a purchase order) and also a provision that is integrated into and made a part of each purchase order submitted by a Purchaser or Customer.