SMOKE STITCH SUPPORT
Frequently Asked Questions
Find quick answers about sizing, custom department orders, shipping, returns, payments, and product care. Select a topic below or browse all questions.
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- Sizing & Fit
Yes — share your logo or color codes and we’ll match as close as the garment/material allows.
Stock items: we’ll follow the return policy listed on the product page. Custom items are typically non-returnable unless there’s a defect.
Most items follow standard sizing. If you’re unsure, message us your height/weight and preferred fit and we’ll suggest a size.
Most of our apparel fits true-to-size. If you’re between sizes, size up for a relaxed fit or stay true for an athletic fit.
- Tees: True-to-size. Size up for a looser fit.
- Hoodies: Midweight/standard fit. Size up if you like room for layers.
- Hats: See the product page for closure type (snapback, fitted, etc.).
If you want a quick recommendation, send your height/weight and how you like your shirts to fit.
Yes. We can do department bundles, station names, unit numbers, and logo placements.
Include these details when you reach out:
- Item(s) you want (tee/hoodie/hat, etc.)
- Quantity per size
- Your department name + logo file (vector is best)
- Needed-by date (if you have one)
We’ll reply with options and a mockup for approval before production.
Turnaround depends on quantity and design complexity. Most custom orders are completed within 7–14 business days after mockup approval.
If you have a deadline (training weekend, fundraiser, conference), mention it—sometimes we can rush depending on our production schedule.
Minimums vary by item and customization method (DTF/screen/embroidery). Many custom runs start at 12 pieces, but we’ll confirm based on what you need.
Yes. If you have brand colors, send HEX/RGB values or a style guide. If not, a clear logo file works.
We’ll match as closely as the garment/material allows. Some colors may shift slightly between screen, thread, and fabric.
You can attach it in a reply to our email, or use a share link (Google Drive/Dropbox). Best formats:
- Preferred: AI, EPS, SVG, PDF (vector)
- Also works: PNG (transparent background) at 3000px+ wide
If you only have a screenshot, send it anyway—we’ll tell you what we need.
Absolutely. For custom orders we provide a mockup/proof for approval before anything goes into production.
Please review spelling, unit numbers, placement, and colors carefully—approved proofs are what we print/stitch.
In-stock items typically ship within 1–3 business days.
Transit time depends on the carrier and destination (usually 2–5 business days in the U.S.). Tracking is provided once your order ships.
International shipping may be available depending on destination and carrier options. If checkout doesn’t show your country, contact us and we’ll see what we can do.
Note: Duties/taxes may apply and are the buyer’s responsibility.
Return eligibility is listed on each product page. If a stock item arrives damaged or incorrect, we’ll make it right.
For sizing exchanges, contact us as soon as possible with your order number and the size you need. Items must be unworn and in original condition.
Custom items are typically final sale because they’re made specifically for your department/order.
If there’s a defect or we made an error versus the approved proof, we’ll replace or correct it.
If your order hasn’t entered production/shipping, we may be able to update it. Contact us ASAP with your order number.
Custom orders usually cannot be changed after mockup approval and production start.
Yes. Bulk pricing is available for department runs and larger quantities.
Send us the item(s), quantities, and customization details and we’ll quote it.
If you’re a retailer or organization looking to stock Smoke Stitch gear, reach out with your details and expected volume.
We’ll let you know what’s available and what minimums apply.
Depending on the product and artwork, we may use:
- DTF (Direct-to-Film): Durable, great for full color
- Screen printing: Best for large runs and simple color counts
- Embroidery: Common for hats and select garments
We’ll recommend the best method for your design and budget.
To keep prints and garments looking sharp:
- Turn inside out
- Cold wash
- Tumble dry low or hang dry
- Avoid ironing directly on the print
If you’d like gift cards, contact us and we’ll set you up with a digital option.
We accept standard online payment methods available at checkout.
For department invoices/custom runs, we can also arrange invoicing depending on the order size and timeline.
Yes. Once your order ships, you’ll receive a shipping confirmation email with tracking.
If you don’t see it, check spam/promotions, then contact us and we’ll resend it.
First, check around entrances, with neighbors, and any mailroom/front desk.
If it’s still missing, contact us with your order number. We’ll help you start a carrier inquiry and figure out next steps.
Many items are restocked, but some are limited drops.
If you want a sold-out item, message us and we’ll tell you if/when it’s coming back.
Often yes—names, unit numbers, and small identifiers are common add-ons.
Send the item, placement preference, and the exact spelling/capitalization you want.
Use the Contact page form or email us at info@smokestitch.com.
Include your order number if it’s about an existing order.
Still need help?
Email info@smokestitch.com and we’ll point you in the right direction.