FREQUENTLY ASKED QUESTIONS

YOUR QUESTIONS, ANSWERED

We proudly support military personnel, law enforcement officers, firefighters, EMS professionals, and those who serve their communities every day. We understand that custom projects often come with questions, so we've compiled answers to the topics we're asked about most frequently. From design and production to shipping and returns, you'll find helpful information below. If you need additional assistance, our team is ready to provide the same level of service and professionalism you expect from those who wear the uniform.

FAQs

Starting The Process

Getting started is easy. Simply complete our Free Quote Form, provide your contact information, and select the options that best fit your project. You can then upload your artwork, logo or reference images, along with a detailed description of your vision.

Once submitted, our team will start the design process and get back to you with your initial design in roughly 2-3 business days.

Prefer to email us directly? No problem. Send your ideas, artwork, or project details to contact@thosewhoserve.com and we'll be happy to assist you.

Don't have finished artwork? That's perfectly fine—that's what we're here for.

Our job is to take your ideas and turn them into a professional custom design. Even if all you have is a concept, a rough description, or a general vision, our design team can create artwork that brings your project to life.

The more information you can provide, the better. Details such as preferred colors, logos, patches, reference photos, or examples of styles you like can help us create a design that's even closer to what you have in mind.

Whether you have a complete concept or just the spark of an idea, we're ready to help make it a reality.

Design Questions

Our skilled in-house designers are ready to bring your vision to life.

Whether you're starting with a unit insignia, department badge, logo, reference image, or simply an idea, our team can transform it into a professional custom design.

You don't need a finished concept to get started. We'll guide you through every step of the process, refining the design until it reflects the identity, traditions, and mission of your unit, organization, team, or personal project.

Send us whatever you have!

We can work with virtually any file format, making it easy to submit your artwork regardless of how it's created. For the fastest turnaround and best results, we recommend vector files such as .AI, as these allow our design team to work more efficiently.

We also accept a wide range of other file types, including .JPG, .PNG, .PDF, .DOC, .BMP, and many more. If you're unsure whether your file will work, simply send it to us and our team will review it for you.

Our graphic designers begin working on new projects as soon as they are submitted. In most cases, you'll receive an initial design proof within 2–3 business days. Once your proof is ready, we'll send it to you for review and approval.

We offer free, unlimited revisions and work entirely on your schedule. We understand that many projects require department, command staff, committee, or board approval before moving forward, so there is never any pressure to rush the process. Our goal is to ensure every detail is exactly right before production begins.

Unfortunately we do not. Creating and selling copywritten material is subject to legal ramifications from the original creator(s) and can result in lawsuits and other incurred liabilities.

Production Questions

Production times vary based on the complexity of your project and current production demand.

Once your design requirements have been reviewed and approved, our team will provide an estimated completion timeframe before work begins. We are committed to delivering every project as efficiently as possible while maintaining the high standards of quality, craftsmanship, and attention to detail our customers expect.

We make note of any items that are made in the US, in the descriptions of the individual product pages.

While we strive to be as American Made as possible, we also source pieces from around the world. This supports us in offering the highest quality pieces at reasonable costs.

Our customer support and in-house designs are all located right here in US.

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.

Yes. Due to the custom nature of our products, payment in full is required before production can begin. Once payment is received and your design is approved, we will move forward with manufacturing your order.

Shipping Questions

Shipping is on us! We offer free shipping on all orders.

Yes, absolutely. We can ship to APO/FPO addresses; however, additional charges may apply due to the extra handling and shipping requirements involved in forwarding orders to military postal destinations.

Because shipping costs vary based on the size, weight, and quantity of your order, we recommend contacting us at contact@thosewhoserve.com for a customized APO/FPO address shipping estimate. We'll be happy to review your project and provide accurate pricing for delivery to your location.

Most orders are processed within 3–5 business days after payment has been verified. Orders placed on weekends or public holidays will be processed on the next available business day. Please note that processing time is separate from shipping and delivery time.

Estimated delivery times vary based on your location and selected shipping method:

Domestic Orders: 5–7 business days
International Orders: 7–14 business days
Expedited Shipping: Delivery estimates are provided at checkout

Please keep in mind that these are estimated timeframes and are not guaranteed.

Yes. SERVED proudly ships worldwide. International customers may be responsible for any customs duties, import taxes, tariffs, or fees required by their country. These charges are not included in the product price or shipping cost.

Once your order ships, you'll receive a shipping confirmation email with tracking information. You can use the tracking number provided to monitor your shipment directly through the carrier's website.

If your order arrives damaged, appears lost in transit, or you need to update your shipping address, please contact us as soon as possible at contact@thosewhoserve.com. We'll work with the shipping carrier to investigate shipping issues and will do our best to accommodate address changes before an order has been processed or shipped.

Questions About Returns

We offer a 15-day return window from the date your order is delivered. To qualify for a return, the item must be unused, unworn, in its original condition, and returned with all protective packaging intact. Proof of purchase or your order confirmation is also required.

Please note: Special-order items, custom products, and personalized items cannot be returned or refunded.

Yes. Special-order items, custom products, and personalized items cannot be returned or refunded. If you have questions about a specific product before ordering, please contact us and we'll be happy to help.

To request a return, please contact us at contact@thosewhoserve.com within 15 days of receiving your order. We will provide instructions on the next steps and review your request for eligibility.

Please inspect your order upon delivery. If your item arrives damaged, defective, or you receive the wrong product, contact us immediately at contact@thosewhoserve.com. We'll review the issue and work quickly to provide an appropriate resolution.

Once your return is received and inspected, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at contact@thosewhoserve.com.

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