Customer Service

Contact Customer Service
Online Purchasing
Privacy Policy
Terms & Conditions

Contact Falcon Headwear, Inc.:
Falcon Headwear, Inc. customer service would like to assist you in all of your needs:

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Online Purchasing:
To order from Falcon Headwear, Inc., please:

• Create a Login here, or
• Download, complete and fax a paper form to us

You will receive a confirmation email containing your account number and login information after your account application has been reviewed. You will then be able to access our online system 24 hours a day!

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Privacy Policy:

Falcon Headwear, Inc. respects each customer’s right to privacy. We will use the information collected through our website for internal processes to improve management of your account.

PART I. Information Collection and Usage

Falcon Headwear, Inc. collects information through our website in several ways:

• When you register with us, we collect the information to enable creation of your Falcon Headwear, Inc. account.
• Contact information is collected when you complete a “Contact” form. • In order to provide Falcon Headwear, Inc. products and services, account information is collected from our customers and is necessary for credit and shipping purposes.
• Information compiled by Falcon Headwear, Inc. will be used to establish the account and for shipping orders to our customers.

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Terms & Conditions:

• Orders: Must be in written form or from the website with purchase order numbers. Only orders for blank goods are accepted by phone. Orders with faxed artwork will not be schedules for production or a ship date until appropriate art is received. Ship dates will not be scheduled or clarification of the order is not complete. ALL SALES OF PROMOTIONAL STYLES ARE FINAL – no returns accepted for decorated or blank goods. Orders received after 3pm CST will be processed the next business day. Please call and confirm receipt of faxed orders.
• Phone Orders: Only accepted for blank merchandise. Falcon accepts no responsibility for verbal orders.
• Product Ready Order: Order is considered factory ready when the following information is received: artwork with typestyle, copy layout, size, and color; item color and quantity; approval of proof if required; ship date and ship to address; approval of cash or credit items; any additional specific instructions.
• Production Time: Begins upon completion of any clarifications and credit approval. Art revisions, changed to the order, or other circumstances beyond our control, may result in increased lead-time. Please know, we intend to ship your orders as soon as possible or prior to your requested ship date. DATED EVENT ORDERS MUST BE MARKED WITH DEADLINE. We will notify you if Event cannot be met.
• Rush Orders: Normal production time is 10 working days after sample approval. Rush orders are accepted if schedule allows and charge is $.42 (c)/piece. MUST CALL FACTORY FOR AVAILABILITY.
• Random Samples: Sample orders are shipped at piece price + freight & handling. Sample orders will be shipped COD or credit card terms if credit terms are not established. Samples may NOT be returned.
• Digital Artwork: Files can be submitted on 3.5, ZIP, or CD, or via email. Please specify program. Digital files must have a hard copy with the purchase order.
• Customer Supplied Designs: Discs can be accepted in these formats: Tajima, Melco, Barudan, or Pulse. A processing fee of $50.00 (c) will be charged. If for any reason disc must be edited, additional charges will apply. Logos with more than one color must have a printed copy of the design with the stitch out color sequence. Pre-production proof is required.
• Art Charges: No additional charge is assessed if clean, camera ready, color separated art is submitted. Business cards, letterhead art, poor quality art or complicated art will incur an art charge of $16.67 (c)/hour. Art charges under $33.33 (c) will be invoiced and processed without approval or any production delays. Art charges over $33.33 (c) will be quoted for approval before production. Straight line typesetting for imprint orders only will not incur an art charge. To reproduce the art for our digitizing and imprint specifications, we reserve the right to make slight alterations to copy and logos.
• Licensed Art: It is assumed artwork submitted is in full compliance with laws governing copyright, trademark, etc. By placing these orders, customers agree to hold Falcon Headwear, Inc. harmless for any damages or costs for using the submitted artwork.
• Cancellations: Cancellations or changes must be in writing and receipt confirmed by Falcon. There will be a $41.67 (c) charge + all costs incurred before request was received.
• Changes/Corrections: Changes to an order already in progress may be made depending on its status, provided the customer agrees to any additional charges incurred to make the change.
• Embroidery: Color separated art is not acceptable for embroidery. Stitch Counts are estimated and can only be determined by an actual digitized design. Paper proofs are available once design is digitized and actual swatch is sewn. Duplicate disc charge is $50.00 (c).
• Domestic Embroidery: Catalog prices include up to 7,000 stitches and 8 colors of thread.

Domestic Sizes for Decoration:

Most Cap Styles: 2-1/4” x 4-1/2”
Visors: 1-1/4” x 4-1/2”
Side Location: 2” wide
Back Location: 4-1/2” wide x proportion tall
Minimum Letter Height is ¼”

• Less than Minimum: Fee charged for domestic is $80.00(c) and absolute Minimum is 36 pieces. Overseas minimum is 288 pieces with an up charge.
• Overruns and Under Runs: We reserve the right to ship and bill over or under the exact quantity ordered by 5%. The Purchase Order must be marked “exact quantity” if required. It is acceptable to receive over runs on any order requiring an “exact” quantity to avoid an under run situation.
• PMS: There is a $41.67(c)/color match on all screen print orders, including reorders. Embroidery colors will match as close as possible to industry thread supplier standards. If specific Name Brand thread is requested, an additional charge will be incurred.
• Blank Goods: All merchandise must be inspected for defects, style and color before merchandise is decorated. Customer decorated merchandise may not be returned.
• Paper Proof: E-Mailed or faxed proofs are $12.50(c). Any additions or charges will result in an additional charge.
• Pre-Production Proofs: A pre-production proof is $25.00(c). Approval of pre-production proof is required on all new decorated orders.
• Spec Samples: Specific decorated samples without a confirmed order are $25.00(c) each + applicable set-up or digitizing fee and freight.
• Returns: Merchandise will not be accepted without a Return Merchandise Authorization (RMA) provided by Falcon Headwear, Inc. All claims must be in writing no later than 15 working days after order ships. Returns must be received within 10 working days after RMA has been issued. Thereafter, returns will not be accepted. No credit will be processed before goods are received by Falcon. Falcon Headwear, Inc. is not liable for decoration quality of other suppliers on our blank caps.
• Care Instructions: Embroidered caps are recommended to be washed on the top rack of a dishwasher with no soap. Imprinted items are not guaranteed washable. Factory will not be responsible for caps damaged when washed with a soap containing bleach additives.
• Disclaimers: Due to uncontrollable circumstances, Falcon Headwear, Inc. cannot guarantee variances in color, shade, texture, size and construction of finished goods. We reserve the right to change, correct or improve goods without prior notice. No adjustments or claims will be processed regarding these variances. Falcon’s acceptance of your purchase order constitutes an agreement based solely on our terms and conditions regardless of those terms and conditions outlined in our purchase order. Falcon is not liable for delays regarding customs, quota, or steamship delays. Liability of order duplication is customer’s responsibility if order confirmation is not marked “confirmation only.”
• F.O.B.: Conroe, Texas (Blank and Domestic Orders)
• Freight: Freight carriers used are UPS, FED EX, and COMMON CARRIERS. Dimensional weight applies to air and ground shipments.
• Packaging: Caps are packed in 2 dozen inner cartons, 12 dozen master cartons.
• Drop Shipments: $8.55(c) per location after initial address.
• Notice: Prices subject to change without prior notice. Orders less than $166.67(c) are subject to pre-pay by credit card or being shipped C.O.D.