Pro Handler & Trainer Series: Turnaround Times & FAQ
Welcome to the Pro Series. Because these items are custom-manufactured in-house using commercial embroidery and 3D printing equipment, our workflow is a little different from our standard retail shop.
Please read through our policies below before placing your custom order.
⏳ Current Turnaround Times (TAT)
Custom Embroidery & Pro Kits: * 10 to 14 Business Days (from the date you approve your proof).
Note: Large bulk orders (20+ items) may require an additional 5 business days.
Custom 3D Printed Scent Gear:
7 to 10 Business Days (from the date you approve your 3D design proof).
Shipping time is in addition to our production turnaround times. We ship out of New Brunswick, Canada.
🛠️ The Custom Design & Setup Process
1. The Setup Fee is a One-Time Cost Whether it is digitizing a logo for embroidery or CAD modeling a custom 3D print, you only pay the setup fee once. We keep your master files on our secure servers forever. When you return next year to order gear for a new staff member, you will not pay that fee again.
2. The Proofing Phase We never hit "Start" on the machines until you are 100% happy.
Within 3-5 business days of purchasing a custom setup fee, you will receive an email with a digital proof or a photo of a physical "stitch-out" sample.
Important: Your production turnaround time (10-14 days) does not begin until we receive your email replying "Approved."
3. Art File Requirements For the best results, please email your logos in high-resolution formats. We prefer vector files (.AI, .EPS, .SVG) or high-quality .PNG files with transparent backgrounds.
📦 Bulk Orders & Discounts
Do you waive the setup fee for large teams? Yes! If you are outfitting your entire facility and ordering 3 or more Pro Trainer Kits (or 12+ individual custom patches), the digitizing fee is automatically waived at checkout.
Can I mix and match hat colors in a bulk order? Absolutely. As long as the embroidered logo remains the exact same size and thread color, you can mix and match hat/patch colors to hit your bulk minimums.
🛑 Returns & Revisions
Can I return custom-branded gear? Because Pro Series items are permanently customized with your specific business logo or K9 name, all sales are final. We cannot accept returns or exchanges on custom gear unless there is a physical defect in the garment or the manufacturing process.
What if I want to change my logo later? If you rebrand your business and need us to completely redraw and re-digitize a brand-new logo, a new setup fee will apply. Minor color swaps (e.g., changing your text thread from white to black for a different colored hat) do not require a new fee!