Shipping & Delivery Policy

1. The Distinction Between Production and Shipping

Because we are a custom manufacturer and not a “stock” retailer, every order requires a dedicated production cycle.

Production Time (The “Needle Time”): This is the window required to digitize your artwork, set up our multi-head embroidery equipment, and execute the physical manufacturing of your patches.

Shipping Time (The “Transit Time”): This is the window required for your finished goods to travel from our Houston shop floor to your specified delivery address.

2. Manufacturing Lead Times

Our standard production cycle is designed to balance high-volume output with rigorous quality control.

Standard Production: 7 to 14 business days from the date of final digital proof approval.

Rush Production: For critical industrial shutdowns or urgent event deadlines, we offer expedited 5-to-7 day production cycles for an additional fee. Please contact support@custompatcheshouston.com to verify machine availability for rush orders.

Bulk Orders (5,000+ Units): Large-scale manufacturing runs for corporate uniform programs or government contracts may require extended timelines. These will be clearly outlined in your initial industrial quote.

3. Local Houston Logistics & Next-Day Delivery

We leverage our strategic location off Beltway 8 to provide superior service to the Greater Houston Area.

Local Next-Day Shipping: Once your order clears our final quality audit, we offer next-day shipping to all addresses within Harris County, Fort Bend County, and Montgomery County.

Energy Corridor & Ship Channel: We provide specialized routing for deliveries to restricted-access industrial sites, including refineries, chemical plants, and the Port of Houston.

Gate Protocols: For B2B clients, please ensure that your shipping instructions include specific gate entry protocols or TWIC card requirements if our couriers are delivering to secure maritime or energy facilities.

4. Domestic Shipping Across the United States

For our clients outside of the Texas Gulf Coast, we utilize a network of Tier-1 carriers to ensure safe and timely arrival.

Carriers: We primarily utilize UPS, FedEx, and DHL for domestic transit.

Standard Ground: 3 to 5 business days depending on your proximity to Houston.

Expedited Air: Overnight, 2-Day, and 3-Day shipping options are available at checkout.

PO Boxes: While we can ship small orders via USPS to PO Boxes, we strongly recommend a physical commercial address for bulk industrial orders to ensure signature verification and secure offloading.

5. International Logistics Protocols

The Houston Patch Co. is a global supplier. We regularly ship custom manufactured patches to maritime and energy partners worldwide.

Customs & Duties: For international orders, the recipient is the “Importer of Record” and is responsible for all import duties, taxes, and brokerage fees.

Documentation: We provide full commercial invoices and NAFTA/USMCA documentation where applicable to ensure your gear clears customs without unnecessary delays.

Maritime Freight: For high-volume international orders, we can coordinate with your freight forwarder for pickup directly from our Houston facility or delivery to the Port of Houston docks.

6. Packaging & Industrial Durability

We don’t just build tough patches; we pack them to survive the journey.

Moisture Protection: Given Houston’s 90% humidity levels, all patches are sealed in moisture-resistant poly-bags before being placed in heavy-duty corrugated shipping containers.

Bulk Packing: Large orders are organized by style and backing type, with clear labeling to assist your warehouse or uniform room staff in rapid inventory processing.

7. Tracking, Security, and Order Status

In alignment with our commitment to data security and site integrity (protected by Wordfence), we provide a secure tracking environment for all clients.

Automated Notifications: You will receive an automated email from support@custompatcheshouston.com the moment your shipping label is generated. This email will contain your tracking number and a direct link to the carrier’s portal.

Secure Portal: You may also log in to your account on custompatcheshouston.com to view your order history and real-time manufacturing status.

8. Shipping to Military & First Responder Locations

We are proud to support those who serve.

APO/FPO/DPO: We ship to all military mail addresses. Please allow additional transit time for overseas military postal hubs.

Station Delivery: We offer direct delivery to Houston Fire Department (HFD) stations and Houston Police Department (HPD) substations. Please ensure the commanding officer is aware of the incoming delivery.

9. Damages, Lost Shipments, and Claims

While we maintain a 99% successful delivery rate, logistics issues can occur.

Damaged Goods: If your shipping container arrives crushed or tampered with, please take photographs immediately and contact support@custompatcheshouston.com within 48 hours.

Lost in Transit: If a shipment is delayed beyond its estimated window, we will initiate a trace with the carrier. If a package is confirmed lost by the carrier, we will move your order to the front of our production queue for an immediate re-manufacture.

Incorrect Address: The Houston Patch Co. is not responsible for delays or lost gear resulting from incorrect shipping addresses provided by the Client. Please double-check your “Ship To” details on your digital proof.

10. Contact Our Logistics Team

If you have questions regarding a pending delivery, or if you need to coordinate a complex freight pickup for a large-scale industrial project, our Houston-based team is ready to assist.