Terms of service

These terms apply when you place an order with Squad Outfitters. We make custom patches to your artwork and your specification, so a lot of what follows is about who is responsible for what before we start sewing. Please read it.

Accepting these terms

Placing an order means you accept these terms as they are published on this page on the day you order. The version date at the top of this page is the version recorded against your order.

If you do not accept these terms, do not place an order. Nothing you send us changes these terms unless we agree to the change in writing: not a purchase order, not an email, not your own supplier terms.

Who can order

You must be at least 18 and able to enter a contract. If you are ordering for a company, club, unit, or any other organisation, you confirm you are authorised to commit it to this order and to these terms.

Orders and quotes

The price shown on our published price list at the time you place your order is the price. It is the price we honour and it is final. We do not reprice an order after it is placed, in either direction: not upward because the artwork turned out to be more work than it looked, and not downward because the price list changed the week after.

Your order total is calculated from the patch type, size, and quantity you select. Choose a different quantity or a different patch type and you are on a different line of the price list, at the price published for it that day.

Order acceptance

Your order is an offer to buy. It becomes a contract when we accept it, which we do by confirming the order by email.

We may decline or cancel any order before production starts. We would do that if the artwork cannot be manufactured, if we think it infringes someone else's rights, if it falls under prohibited content below, if we cannot verify payment, or if the order was placed on a price that was obviously wrong through an error on our side. If we decline or cancel, we refund what you paid in full. That refund is the whole of what we owe you in that situation.

Free Design Approval

You may request a Free Design Approval at checkout. If you do, your order is held before production. We look over your artwork and email you to confirm it can be produced as specified. Nothing goes to the floor until you have that confirmation. It costs nothing and it is the single best way to catch a problem before it is sewn 250 times.

If you do not request a Free Design Approval, we produce your order exactly as you submitted it. We do not check it first, we do not correct it, and we do not query it. You assume all risk for what is in your submission: spelling, wording, colours, dimensions, orientation, placement, resolution, and the artwork itself.

Put plainly: an order placed without a Free Design Approval and produced to match what you submitted is a correct order, even if what you submitted contained a mistake. A misspelled word that we sewed because you typed it is not a defect and is not refundable.

Once you approve a design, it is locked and production begins. Changes after that point may require a new order at the price list in force then.

AI previews

This site can generate an AI preview of your artwork as a patch. Read this section before you rely on one.

A preview is a machine-generated illustration, produced for visualisation only. It is not a production proof, it is not a specification, and it is not part of your order. The patch we manufacture will differ from the preview: in colour, in stitch detail, in edge and border treatment, and in fine detail. Small text, gradients, and thin lines are exactly where a preview and a finished patch diverge most.

A preview is not a warranty, a representation, or an approval that your artwork can be manufactured. Only a Free Design Approval tells you that. We may decline to generate a preview for any reason, and a failed or refused preview is not a fault in your order.

Images you upload for a preview are sent to and processed by a third-party AI service. Do not upload anything you are not willing to have processed that way. We may retain generated previews so the same request does not have to be regenerated.

By uploading artwork for a preview you confirm you own it or are licensed to use it, and you agree to indemnify us against any third-party claim that the artwork or its use infringes their intellectual property.

You get no rights in a generated preview beyond using it in connection with this order. It carries no separate licence and no resale value.

Your artwork

You keep ownership of artwork you send us. By uploading it you confirm that you own it or have permission to reproduce it, and you grant us the licence needed to quote, digitise, generate previews of, and manufacture your order, including the right to keep a digitised version so you can reorder the same design later.

You are responsible for the rights in what you send. We do not check whether you hold them, and the fact that we produced something is not our opinion that you were entitled to have it produced.

We own the digitised stitch file, tooling, and mould we create to manufacture your patch. That gives us no rights in your underlying artwork, and we do not use your artwork to promote our own business without asking you first.

Prohibited content

We will not manufacture, and may cancel and refund an order containing, artwork that includes:

• Hate symbols, or content promoting violence against a group of people.
• Counterfeit or replica insignia, badges, or credentials.
• Third-party trademarks, logos, or characters you are not licensed to use.
• Military, police, government, or agency insignia you are not authorised to reproduce.
• Anything unlawful where it is made or where it is being shipped.

This is our judgement to make and we do not have to explain it. Declining an order on these grounds is not a statement about you.

The information you give us

You are responsible for the accuracy of everything you enter: sizes, quantities, patch type, backing, thread and border choices, spelling, and your shipping address. We build to what is on the order.

If your shipping address is wrong or incomplete and the parcel is returned or lost as a result, reshipping is at your cost.

Colour and finish

Embroidery reproduces artwork in thread, not ink. Fine detail, small text, and gradients are simplified, and thread colours are matched as closely as the available thread range allows. PVC reproduces artwork in moulded rubber and has its own limits on fine detail.

Colours on your screen are not colours in thread. Monitors and phones are not calibrated to each other, let alone to a thread chart, and the colour you see on this site is an approximation. We match to the nearest available thread or PVC colour in good faith. A close-but-not-exact colour match is a normal characteristic of the product, not a defect.

Slight shade variation between production runs is also normal. If exact consistency across a repeat order matters to you, tell us before you order and use the design code from your first order.

Quantity tolerance

Custom manufacturing runs to a tolerance. We may ship up to 5% more or up to 5% fewer patches than ordered. Extras are yours at no charge, and a shortfall within that 5% is not a defect and is not refundable.

If we ship you more than 5% short, tell us and we will make up the difference or refund the missing units at the per-unit price you paid.

Pricing and payment

Prices are shown and charged in US dollars (USD). The price you see includes Velcro backing, standard shipping, and applicable taxes and fees. There is nothing added at checkout. Payment is processed by Stripe, and we do not see or store your card details.

Payment is taken in full when you order. Production, including any Free Design Approval review, does not begin until payment clears.

Production and delivery

Production times we quote are estimates, not guarantees, and not a condition of the contract. They run from the date production starts: the date you order, or the date you confirm a Free Design Approval, whichever applies to your order.

Estimates can move for reasons outside our control: material supply, artwork that needs redrawing, holidays, and carrier delays. A late order is not by itself a defect, and we are not liable for loss caused by a delay.

Shipping, title, and risk

We ship to the address on your order. Title and risk of loss pass to you when the carrier takes possession of your parcel. From that point the parcel is yours, and loss or damage in transit is handled as a carrier claim. See the return policy for how we help with that.

We are not responsible for carrier delays, customs delays, or any import duties or taxes charged in the destination country.

Returns

Custom patches are made to your specification and cannot be resold, so they are not returnable except for a defect we caused. Our return policy sets out what counts as a defect, how to claim, and what remedy you get. It forms part of these terms.

Events outside our control

We are not liable for failure or delay caused by something beyond our reasonable control: natural disaster, fire, flood, war, civil unrest, epidemic, strike, power or network failure, material shortage, carrier failure, or government action. If such an event stops us performing for an extended period, either of us may cancel the unproduced part of the order and we refund what you paid for it.

Limitation of liability

Our total liability for any order, on any legal basis, is limited to the amount you paid for that order.

We are not liable for indirect or consequential loss, including lost profit, lost revenue, lost business or contracts, wasted expenditure, missed events or deadlines, or the cost of anything you attached our patches to. If a patch was for an event and the order arrives late or wrong, our liability is still the price of the patches.

Nothing here limits liability that cannot be limited by law, including liability for death or personal injury caused by our negligence, or for fraud.

Indemnity

You agree to indemnify us against any claim, loss, damage, or reasonable cost arising from artwork or instructions you gave us, in particular a claim that your artwork infringes someone else's intellectual property or other rights, or that it should not have been reproduced.

Resolving a dispute

Talk to us first. Email sales@squadoutfitters.com with your design code and what went wrong. Most problems are a remake and a conversation, and we would rather fix it than argue about it.

If we cannot resolve it between us, the dispute goes to the courts of the jurisdiction named below, and each of us keeps whatever rights the law there gives us.

Governing law

These terms are governed by the laws of JURISDICTION.

Changes to these terms

We may change these terms. The version published when you place an order is the version that governs that order, so a later change never applies backwards to an order already placed.

The rest

If any part of these terms turns out to be unenforceable, the rest still applies. If we do not enforce something straight away, we have not given up the right to enforce it later.

These terms, together with the return policy and the order you placed, are the entire agreement between us about that order and replace anything said beforehand. You may not transfer your order or your rights under it to someone else without our agreement.

Contact

Questions about these terms: sales@squadoutfitters.com.