Factory Direct Assistance
Expert Support for the Shop Floor & The Field.
Based off Beltway 8 in Houston, TX. Available Monday – Sunday, 8:00 AM – 7:00 PM CST.
- ✓ Average Email Response: < 1 Hour
- ✓ Live Local Production Updates
- ✓ 100% Quality Resolution Guarantee
Phone Support
Speak directly to a Houston production specialist about a custom quote, material specs, or an existing order.
(713) 919-7672General Inquiry
For vector artwork questions, bulk B2B quotes, or general manufacturing data.
support@custompatcheshouston.comProduction Ticket
Existing order issue? Open a formal ticket for our local Quality Control team to review your machine files and physical run.
Jump to Ticket Form ↓Open a Ticket
Our Houston QC team will review your case against our shop floor logs and respond within 24 hours.
Frequently Asked Questions
How do I add units to an existing order?
Please email us immediately at support@custompatcheshouston.com. If your order is still in the “Digitizing” phase with Elena, we can update the quantity. If “Tajima Production” has already begun on the floor, the additional pieces will be treated as a new manufacturing run.
My tracking hasn’t updated in 48 hours. Where is my gear?
This is common with bulk freight. Carriers often scan pallets in bulk at the hub. If it reads “Label Created,” the package is awaiting the driver’s scan. For local Houston next-day deliveries, please ensure your receiving dock or gate protocols were provided to avoid turnaround delays.
Why did my unit price change when I dropped my total quantity?
Because industrial setup fees are amortized across the total volume. Setting up a multi-head Tajima machine or a CNC mold takes the same amount of time for 50 patches as it does for 5,000. Higher volume drops your unit price. (Learn more on our
Can I change my backing after production starts?
No. The backing (3M™ 300LSE, Hook-and-Loop, or Iron-On) is permanently bonded during the final finishing process. Once production begins, the backing type is permanent. Note: If you are ordering for FR coveralls, you must specify Sew-On backing before production begins to maintain NFPA 2112 compliance.
What is the fastest way to get a re-order for my crew?
Simply email your Support Rep with your previous Order Number. We keep your DST/PXF digitizing files and PVC molds on our secure local servers. Re-orders skip the setup and proofing phase and go straight to the production line for faster turnaround.
⚠️ Urgent Industrial Escalation
If your order is for an urgent refinery turnaround, a rig deployment, or a critical safety audit within the next 72 hours and you have a logistical issue, please call (713) 919-7672 and ask to speak with the Production Manager immediately. We understand the demands of the Texas energy sector.