Frequently Asked Questions
Frequently Asked Questions
Ordering & Customization
Which products can be customized?
Customization is available on eligible products that show embroidery, personalization, or other custom options on the product page. Not every uniform, scrub, tactical, workwear, footwear, lighting, or accessory item in our catalog is customizable. If you need customization on an item that does not show options online, send us the product and your requirements through our Contact & Request a Quote page.
What customization services do you offer?
Depending on the garment and project, options may include embroidery, department or organization logos, individual names, ranks, titles, unit identifiers, DTF graphics, and other decoration. Available placements and decoration methods vary by product.
Can I see a proof before production?
Proofs are provided when they are appropriate for the project, especially when artwork, logos, or more complex decoration needs approval. Simple personalization orders may not require a separate proof. If we need clarification before production, we will contact you.
Can I change or cancel an order after placing it?
Please contact us as soon as possible. Standard catalog orders may begin processing quickly, and custom or decorated items may enter production soon after the order is placed. Changes or cancellations cannot be guaranteed once sourcing or production has started.
Production, Sourcing & Shipping
How long will my order take?
Many made-to-order and custom apparel orders are typically produced in about 3–5 business days. Supplier-sourced professional gear, large department orders, specialty items, and complex decoration can require additional time. Product availability and lead times vary by supplier. If you have a deadline, include it when requesting a quote.
Do you stock every product shown online?
No. First Due Goods carries a mix of in-house items and products sourced through approved supplier and dealer channels. Availability can vary by brand, size, color, and supplier. If an item becomes unavailable after ordering, we will contact you with the available options.
How long does shipping take?
Shipping time depends on the carrier, destination, product source, and whether customization is required. Transit time begins after the order is ready to ship. Please review our current Shipping Policy for the latest shipping information.
Do you provide tracking?
Yes. When tracking is available for the shipment, it will be sent to the email address used for the order.
Returns & Order Issues
Do you accept returns or exchanges?
Return eligibility depends on the type of product and whether it has been customized, decorated, or personalized. Custom and personalized products generally have different return restrictions than standard, unaltered catalog items. Please review our current Refund Policy before ordering.
What if my item arrives damaged, defective, or incorrect?
Contact us as soon as possible with your order number and photos showing the issue. We will review the order and work with you on the appropriate resolution.
Department, Agency & Group Orders
Do you handle department and group orders?
Yes. We work with fire departments, EMS agencies, law enforcement, dispatch centers, healthcare teams, municipalities, military units, businesses, organizations, and other groups. We can help coordinate garments, sizes, sourcing, embroidery or decoration, names, ranks, logos, and other order requirements.
How do I request department pricing or a custom quote?
Use our Contact & Request a Quote page and include the organization name, product or garment type, estimated quantity, size range, decoration needs, artwork status, and requested completion date.
What if I do not see the brand or product I need?
Ask us. Our online catalog does not represent every product we may be able to source. Send us the brand, model, color, sizes, quantity, and customization needs and we can check current sourcing options.
General
What payment methods do you accept?
Available payment methods are shown during checkout and can include major credit cards and accelerated checkout options supported by Shopify.
How can I contact First Due Goods?
Visit our Contact & Request a Quote page or email help@firstduegoods.com.