Do I approve my design before you make it?
Yes. Custom orders are proofed before production. Please review the proof carefully because production begins after your approval.
What artwork should I upload?
Upload the highest-quality artwork you have. Vector artwork or a high-resolution PNG with a transparent background generally produces the cleanest result. If your file needs attention before production, we will contact you.
Can you work with an idea instead of finished artwork?
Depending on the project, we may be able to help prepare or adjust artwork for production. If additional design work is needed, we will communicate that before moving forward.
How long will my order take?
Hilliard Made is a small business producing custom work in small batches. Production timing varies by artwork readiness, quantity, material availability and current order volume, so we do not publish a guaranteed turnaround time at this stage. We focus on clear communication and will let you know if anything is likely to materially delay your order.
When does production begin?
Production begins after your digital proof has been approved. The purchase date does not start the production timeline.
What does shipping cost?
Standard U.S. shipping is $8 for orders under $99. Orders $99 and over receive free standard shipping. Shipping transit begins after production is complete and the package is handed to the carrier.
Can custom products be returned?
Because custom products are made specifically for each customer, they generally cannot be returned or exchanged for change of mind, approved artwork details, or customer-selected size or finish options. If Hilliard Made makes a production error, the product arrives damaged, or the finished order materially differs from the approved proof because of our error, contact us with your order information and photos so we can review the issue and work toward an appropriate resolution.