Customer-Supplied Garments Policy

Customer-Supplied Garments Policy

Effective Date: August 9, 2026

TruViiant Brands may, at its discretion, accept customer-supplied garments and merchandise for embroidery, DTF printing, heat transfer, patches, or other approved decoration services.

Because customer-owned items are not sourced or quality-controlled by TruViiant Brands, they carry additional production risk. This policy explains the conditions under which customer-supplied garments may be accepted and the responsibilities of both the customer and TruViiant Brands.

By submitting garments or other merchandise for customization, the customer agrees to this policy.

1. Acceptance of Customer-Supplied Garments

Acceptance of customer-owned merchandise is not guaranteed.

Before accepting an item, TruViiant Brands may consider:

  • Fabric type
  • Garment construction
  • Age and condition
  • Decoration method requested
  • Existing finishes or coatings
  • Seams, zippers, pockets, or panels
  • Heat sensitivity
  • Embroidery suitability
  • Replacement cost
  • Quantity
  • Production risk

TruViiant Brands may decline any garment or product that we reasonably believe is unsuitable for the requested production method.

2. Items Should Be New and Clean

Customer-supplied garments should preferably be:

  • New
  • Unworn
  • Unwashed
  • Clean
  • Free from stains
  • Free from odors
  • Free from pet hair
  • Free from excessive lint
  • Free from damage

Previously worn or washed garments may respond differently to heat, embroidery, adhesives, inks, or other production processes.

3. Customer Inspection Before Submission

Customers are responsible for inspecting all garments before delivering them to TruViiant Brands.

Please verify:

  • Correct sizes
  • Correct colors
  • Correct quantities
  • No stains
  • No holes
  • No damaged seams
  • No broken zippers
  • No manufacturer defects

TruViiant Brands is not responsible for pre-existing garment defects that were present before customization.

4. Garment Count

For larger orders, both the customer and TruViiant Brands should confirm the quantity received.

A written intake record may include:

Size Quantity
Small ___
Medium ___
Large ___
XL ___
2XL ___
3XL ___
Total ___

The customer should verify the count before leaving garments with TruViiant Brands.

5. Garment Suitability

Not every garment is appropriate for every decoration process.

For example, certain products may be unsuitable for:

  • High-temperature heat pressing
  • Sublimation
  • DTF
  • Embroidery
  • 3D puff embroidery
  • Patches
  • Vinyl

Fabric content, coatings, seams, stretch, waterproof treatments, and garment construction may affect production.

TruViiant Brands may recommend an alternative decoration method when appropriate.

6. Inherent Production Risk

Embroidery and printing involve equipment, needles, heat, pressure, inks, films, adhesives, thread, stabilizers, and other production variables.

Although reasonable professional care will be taken, risks may include:

  • Scorching
  • Heat marks
  • Needle damage
  • Fabric distortion
  • Dye migration
  • Adhesive marks
  • Seam interference
  • Print adhesion problems
  • Thread pulling
  • Puckering
  • Shrinkage
  • Discoloration
  • Garment failure

These risks may be greater with customer-supplied merchandise because TruViiant Brands did not select or test the original product.

7. No Guarantee of Replacement

TruViiant Brands will take reasonable care when decorating customer-supplied merchandise.

However, because the garment was supplied by the customer, TruViiant Brands cannot guarantee that an identical replacement item will be available if a production problem occurs.

Customers should consider this risk before submitting rare, expensive, or difficult-to-replace products.

8. Valuable or Irreplaceable Items

Customers should not submit:

  • Sentimental garments
  • Vintage apparel
  • Collector items
  • One-of-a-kind merchandise
  • Luxury designer clothing
  • Heirlooms
  • Autographed items
  • Irreplaceable products

unless the risk has been specifically discussed and accepted before production.

TruViiant Brands may decline such items entirely.

9. Recommended Extra Garments

For large customer-supplied orders, TruViiant Brands may recommend that the customer provide a small number of extra garments.

For example:

25-piece order: consider 1 extra garment
50-piece order: consider 2 extras
100-piece order: consider 3 to 5 extras

This provides contingency inventory in the event of an unavoidable production issue.

Unused extra garments will be returned to the customer.

10. Embroidery on Customer-Supplied Garments

Embroidery suitability depends on:

  • Fabric stability
  • Thickness
  • Stretch
  • Seam placement
  • Backing requirements
  • Garment construction
  • Logo size
  • Stitch count

Thin, highly elastic, waterproof, or unusually constructed garments may require special handling.

TruViiant Brands may recommend adjustments to the design or placement.

11. 3D Puff Embroidery

Customer-supplied hats and garments are not automatically suitable for 3D puff embroidery.

Puff embroidery works best with certain structured caps and design types.

TruViiant Brands may decline puff embroidery when:

  • The hat construction is unsuitable
  • The design is too detailed
  • Lettering is too small
  • The material cannot support the process

Flat embroidery may be recommended instead.

12. DTF on Customer-Supplied Garments

DTF printing requires heat and pressure.

Some fabrics may react poorly, particularly:

  • Polyester
  • Nylon
  • Waterproof fabrics
  • Coated materials
  • Heat-sensitive synthetics

Possible effects include:

  • Dye migration
  • Heat discoloration
  • Press marks
  • Fabric shine
  • Reduced adhesion

Customers should disclose unusual garment materials before production.

13. Sublimation Limitations

Sublimation is generally intended for compatible polyester-based or specially coated products.

Customer-supplied cotton garments and dark-colored garments are generally not suitable for standard sublimation.

TruViiant Brands may decline sublimation requests when the product is not compatible.

14. Existing Decorations

Garments containing existing embroidery, screen printing, vinyl, patches, rhinestones, transfers, or other decoration may create production limitations.

New customization may be affected by:

  • Existing placement
  • Heat sensitivity
  • Stitching
  • Adhesives
  • Surface texture

TruViiant Brands should inspect decorated garments before accepting the project.

15. Manufacturer Warranties

Customization may void certain manufacturer warranties or return rights.

Once a garment is embroidered, printed, heat pressed, or otherwise altered, the original retailer or manufacturer may no longer accept it for return or exchange.

The customer accepts this possibility when authorizing customization.

16. Customer-Provided Product Information

Customers should provide accurate information regarding garment composition when known.

This may include:

  • Cotton percentage
  • Polyester percentage
  • Nylon
  • Spandex
  • Waterproof coating
  • Performance fabric
  • Heat-sensitive material

Care labels should remain attached when possible so production staff can review manufacturer guidance.

17. Artwork Approval Still Applies

Customer-supplied garments remain subject to the Custom Orders & Artwork Approval Policy.

Before production, customers are responsible for approving:

  • Artwork
  • Spelling
  • Colors
  • Placement
  • Dimensions
  • Personalization
  • Decoration method

Once approval is given and production begins, changes may not be possible.

18. Placement Variations

Garment construction can affect exact decoration placement.

Pockets, zippers, seams, panels, collars, and garment dimensions may require slight adjustments from a digital mockup.

Reasonable placement variations are addressed in the Embroidery, Printing & Color Variation Policy.

19. Test Presses or Samples

For unusual fabrics or larger customer-supplied orders, TruViiant Brands may recommend:

  • A test garment
  • A sample press
  • A sample embroidery
  • A production test

If the customer declines a recommended test, they accept the additional production uncertainty associated with proceeding without one.

20. Production Errors Caused by TruViiant Brands

If TruViiant Brands determines that a garment was materially damaged because of a clear production error within our control, we will review the matter and determine an appropriate resolution.

Possible remedies may include:

  • Reproduction on a replacement garment
  • Credit
  • Refund of decoration charges
  • Other reasonable resolution

Any reimbursement for a customer-owned garment may be subject to proof of purchase, documented value, garment condition, and the terms agreed upon before production.

21. Pre-Existing Garment Problems

TruViiant Brands is not responsible for issues caused by:

  • Manufacturer defects
  • Previously weakened fabric
  • Improper prior washing
  • Hidden stains
  • Existing damage
  • Poor garment construction
  • Unknown coatings
  • Heat-sensitive materials
  • Incorrect garment labeling

when those conditions were not caused by TruViiant Brands.

22. Shrinkage or Washing Issues

TruViiant Brands cannot guarantee how a customer-supplied garment will respond to future washing, drying, or wear.

Customers should follow:

  • Garment manufacturer care instructions
  • TruViiant Brands decoration care instructions

when applicable.

23. Customer-Supplied Hats

Hats require special evaluation.

TruViiant Brands may inspect:

  • Crown structure
  • Front seam
  • Panel construction
  • Material
  • Back closure
  • Bill structure
  • Embroidery area

Some hats purchased online or from unknown suppliers may not be suitable for commercial embroidery equipment.

24. Unbranded or Counterfeit Merchandise

TruViiant Brands may decline to decorate products that appear counterfeit or unlawfully branded.

Customer-supplied items remain subject to the Intellectual Property & Customer-Submitted Artwork Policy.

25. Abandoned Garments

Customers should pick up completed merchandise within the timeframe communicated by TruViiant Brands.

If merchandise remains unclaimed for an extended period, TruViiant Brands may contact the customer and provide a final pickup notice.

Any storage, disposal, or abandoned-property procedures should be handled in accordance with applicable California law and any written terms provided to the customer.

26. Shipping Customer-Owned Garments to TruViiant Brands

Customers should not mail garments to TruViiant Brands without prior authorization.

When shipment is approved, customers are responsible for securely packaging and tracking their merchandise.

TruViiant Brands is not responsible for customer-owned merchandise that is lost or damaged before it is received by us.

27. Return Shipping

Customers requesting the return shipment of completed customer-supplied merchandise are responsible for applicable shipping charges unless otherwise agreed.

Shipping coverage, signature requirements, or additional insurance may be recommended for higher-value orders.

28. Bulk Customer-Supplied Orders

Businesses, churches, ministries, nonprofits, schools, conferences, and organizations providing their own garments may be required to complete a detailed intake process.

For large orders, TruViiant Brands may require:

  • Final garment count
  • Size breakdown
  • Artwork approval
  • Authorized representative
  • Written acknowledgement of customer-supplied garment risk

29. Relationship to Other Policies

Customer-supplied merchandise is also subject to applicable TruViiant Brands policies, including:

  • Terms of Service
  • Custom Orders & Artwork Approval Policy
  • Embroidery, Printing & Color Variation Policy
  • Cancellation & Order Modification Policy
  • Intellectual Property & Customer-Submitted Artwork Policy
  • Bulk & Organizational Order Policy
  • Rush Order & Event Deadline Policy
  • Return & Refund Policy

30. Customer Acknowledgement

For customer-supplied merchandise, I recommend requiring the following acknowledgment before production:

I understand that I am providing my own garments or merchandise for customization. I understand that embroidery, printing, heat pressing, and other decoration methods involve inherent production risks. I have inspected the items and authorize TruViiant Brands to perform the agreed customization.

For higher-value garments, you could add:

I understand that an identical replacement may not be available if the product is damaged during production.

Customer-Supplied Garment Intake Form

For actual operations, I would also use a short intake record:

Customer Name: ______________________

Order Number: ______________________

Garment/Product: ______________________

Brand: ______________________

Color: ______________________

Quantity: ______________________

Customer-Stated Value: ______________________

Decoration Method:
☐ Embroidery
☐ 3D Puff Embroidery
☐ DTF
☐ Heat Transfer
☐ Patch
☐ Other: __________

Artwork Approved: ☐ Yes

Garments Inspected: ☐ Yes

Pre-Existing Damage Noted: ______________________

Customer Acknowledgement Accepted: ☐ Yes

Received By: ______________________

Date: ______________________

THE TRUVIIANT CARE STANDARD

Your garment. Your vision. Our craftsmanship.

When customers trust TruViiant Brands with merchandise they already own, we understand that responsibility. We will use reasonable professional care while being transparent about the realities of custom production.

Inspect It. Approve It. Then We Create It.

TruViiant Brands
Truth. Excellence. Purpose.