Frequently Asked Questions
General Questions
Q: Who is Wholesale Caps?
A: We're a promotional products company based in Houston, TX — in business since 1979. We started as a local supplier and expanded nationally through our online store. We specialize in custom-decorated caps, t-shirts, polos, jackets, and bags for businesses, teams, events, and organizations.
Q: How do I contact you?
A: Email us at sales@wholesale-caps.com or reach out through our Contact page. We respond quickly — typically the same business day.
Q: Can I visit you in person?
A: Yes — we're located in Houston, TX. Contact us to schedule an appointment.
Products & Customization
Q: What products do you offer?
A: Our core product is custom-decorated headwear — caps and hats in a wide range of styles and brands. We also offer custom embroidered polos and jackets, branded bags, and custom-printed t-shirts using Direct-to-Film (DTF) printing.
Q: What decoration methods do you use?
A: We offer three decoration methods depending on the product:
• Direct Embroidery — your logo is stitched directly onto the item. This is the standard method for caps, polos, and jackets. Clean, durable, professional.
• Patches — leather, embroidered, woven, or rubber patches applied to caps. A great option for detailed logos or a more dimensional, premium look.
• Direct-to-Film (DTF) Printing — used exclusively for t-shirts. DTF transfers vibrant, full-color designs onto fabric with heat and pressure. Not screen printing — DTF only.
Q: Can any logo be embroidered?
A: Most logos embroider beautifully. Very complex logos or designs with extremely thin lines may need minor simplification to translate cleanly at cap scale. Our team will flag anything that needs adjustment and work with you before production begins.
Q: Do you offer patches instead of direct embroidery?
A: Yes. If your logo is highly detailed, or you want a more premium or dimensional look, patches are an excellent option. We offer leather, embroidered, woven, and rubber patches. Ask us for recommendations based on your design.
Q: What brands of caps do you carry?
A: We carry a curated selection of quality headwear brands. Richardson is one of our most popular — particularly the Richardson 112 structured trucker cap. Browse our full headwear catalog for current styles and options.
Order Minimums
Q: Is there a minimum order quantity for caps?
A: Yes — all cap and hat orders require a minimum of 12 pieces.
Q: Is there a minimum order for t-shirts?
A: Contact us for current t-shirt minimums. Bulk orders receive the best pricing.
Q: Is there a minimum for polos, jackets, or bags?
A: Contact us for minimums on specific products — it varies by item. We're happy to put together a custom quote.
Pricing & Setup Fees
Q: What is the $30 setup charge?
A: Every order includes a $30 order processing fee. This covers order setup and applies to all orders, including blank (undecorated) products.
Q: How is pricing determined?
A: Pricing depends on the product, quantity, and decoration method. Larger orders receive better per-unit pricing. Sign up for our email list and add items to your cart to see current pricing — discounts are applied automatically based on cart totals.
Q: Do you offer bulk discounts?
A: Yes. Volume discounts are applied automatically in the cart. For large or complex orders, contact us for a custom quote.
Q: Can I get a quote before ordering?
A: Absolutely. Email us at sales@wholesale-caps.com with your product, quantity, and decoration needs and we'll turn around a detailed quote quickly.
Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, and bank transfers. Payment is required before production begins.
Design & File Requirements
Q: What file formats do you accept?
A: We accept PNG, JPEG, PSD, AI, and EPS files. Vector files (AI, EPS) are ideal. If you're not sure about your file, send it over and we'll take a look.
Q: Do you offer design help?
A: Yes. Our team can help refine your artwork or prepare it for embroidery or DTF printing. If your logo needs adjustments to work well at cap scale, we'll walk you through the options.
Q: What thread colors are available?
A: We offer a wide range of thread colors to match your brand. Visit our Thread Color Chart to see all available options.
Order Process & Turnaround
Q: What happens after I place my order?
A: Here's our process:
1. You place your order.
2. Within 24–36 hours, we send an Artwork & Mockup Approval email — showing your design placement, size, and product colors for your review.
3. Once you approve the mockup, we create the production file (for embroidery orders, this is the .dst stitch file).
4. We send a sewout or updated mockup based on the production file for a final check before we run your full order.
5. After your final approval, production begins.
Note: Cancellation after step 3 incurs a $30 fee. Completely new design requests at step 4 also incur a $30 fee.
Q: What is your turnaround time?
A: Our standard turnaround is 7–10 business days from the date of your final design approval. Rush orders are available for an additional fee — contact us to discuss your deadline.
Q: Can I request a rush order?
A: Yes. Contact us before placing your order and we'll let you know what's possible given your timeline and quantity.
Q: What shipping options do you offer?
A: We offer standard, expedited, and express shipping. Shipping cost depends on order size and destination. Once your order ships, you'll receive a tracking number by email.
Q: Can I track my order?
A: Yes. You'll receive an email with a tracking number as soon as your order ships.
Returns & Refunds
Q: What is your return policy?
A: Because every order is custom-decorated to your specifications, we don't accept returns on personalized items. If there is a manufacturing defect or an error on our part, we will make it right — that's our commitment.
Please review your order details and approve your mockup carefully before giving the go-ahead for production. Once items are decorated, the order is non-refundable except in cases of defect.
Q: What if I receive a defective or incorrect item?
A: Contact us immediately at sales@wholesale-caps.com with photos of the issue. If the error is on our end, we'll fix it at no charge to you.
Q: Can I cancel my order?
A: You can cancel before we create the production file (step 3 in our process above) without any fee. After that point, a $30 cancellation fee applies. Once items have been decorated, the order cannot be cancelled.