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PGH Customer Support

FAQ

Everything you need to know about PGH streetwear, ordering, production, shipping, custom apparel, memorial designs and collaborations.

Built Different
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01

About PGH

PGH is a Pittsburgh-rooted streetwear brand built around culture, creativity, individuality and premium apparel.

We create original PGH streetwear while also working with businesses, brands, organizations, creators and individuals on custom apparel and collaborative projects.

PGH STREETWEAR — Original premium apparel, including shirts, hoodies, outerwear, bottoms, accessories and limited releases.

PGH CUSTOMS — Custom apparel and design services for individuals, businesses, organizations, events and memorial projects.

PGH COLLABORATIONS — Creative partnerships with brands, businesses, creators and clients to develop unique apparel and merchandise.

02

Products & Production

Some PGH products may be produced specifically after an order is placed, while others may be stocked and ready for fulfillment.

Because certain pieces are produced on demand or in limited quantities, production time may be required before your order ships.

Production time varies by product, customization, quantity and current production volume.

Many small-volume customized orders are typically produced within approximately 3–7 business days before shipment. Larger or bulk orders may require approximately 7–15 business days.

These are estimated production windows and do not include shipping time.

No. Production and shipping are separate stages.

Production time is the time needed to prepare, print, customize, inspect and package the product.

Shipping time begins after production is complete and the package is transferred to the carrier.

Depending on product availability, production method or fulfillment location, items from the same order may occasionally ship separately. Separate tracking information may be provided for each shipment.

03

Sizing & Fit

Sizing and fit vary between products. Some PGH pieces feature a traditional fit while others are intentionally relaxed, oversized, heavyweight or streetwear-inspired.

Review the sizing information on the individual product page before ordering.

Please review the product sizing information carefully before ordering. Many PGH products are produced specifically for the customer.

An item correctly produced in the size ordered is not considered defective because a different size is later preferred. Contact PGH and we'll determine what options may be available.

04

Orders

After successfully completing checkout, you should receive an order confirmation using the email address provided with your purchase.

Review the confirmation carefully to make sure your products, sizes, quantities and shipping information are correct.

Contact PGH immediately if you notice an issue. Orders can move into production quickly.

Once production has started, changes to products, colors, sizes, quantities or customization may no longer be possible.

Cancellation requests should be made as quickly as possible. Orders that have already entered production generally cannot be canceled because the product is already being manufactured or customized.

Contact PGH immediately. If your order has not shipped, we may be able to update the address.

Once an order has shipped, changing the destination may no longer be possible. Customers are responsible for entering a complete and accurate shipping address during checkout.

05

Shipping

Shipping costs depend on the destination, package weight, number of items, selected shipping method and fulfillment location.

Available shipping options and applicable charges are calculated during checkout.

Shipping time varies by location, carrier, shipping method and fulfillment location. Shipping estimates begin after production is completed.

Customs processing, weather, holidays, carrier delays and other circumstances outside PGH's control may affect delivery times.

When tracking is available, it will generally be sent to the email address associated with your order after the shipment has been prepared.

Tracking numbers may take time to become active after a shipping label is generated. Allow the carrier time to receive and scan the package.

International shipments can also experience periods where tracking updates are less frequent while moving between countries or carriers.

06

International Orders

International shipping may be available for eligible products and destinations. Available shipping options will be displayed during checkout.

International orders may be subject to customs duties, tariffs, import taxes or other charges imposed by the destination country.

Unless specifically stated otherwise during checkout, these charges are not included in the product price or PGH shipping charge and may be the customer's responsibility.

07

Delivery Issues

Packages can be returned because of incorrect or incomplete addresses, unclaimed packages, failed delivery attempts, customs issues or refused delivery.

Contact PGH if tracking indicates your package is being returned. Additional shipping charges may apply when a package must be resent because of incorrect customer information or an unclaimed or refused delivery.

Check around your property, mailbox, front desk or reception area and with household members or neighbors who may have accepted the package.

You should also contact the carrier because they may have additional delivery information. If the package still cannot be located, contact PGH with your order number and tracking information.

Contact PGH with your order number and tracking information. We'll review the shipment and, when appropriate, work with the fulfillment or shipping provider to determine the available resolution.

08

Damaged or Incorrect Items

Contact PGH as soon as possible after delivery and provide:

  • Your order number
  • A description of the issue
  • Clear photographs of the product
  • Photographs of the packaging when relevant

For shipping damage, printing defects, incorrect products or production issues, contacting us within 7 days of delivery is strongly recommended so the issue can be investigated quickly.

Contact PGH with your order number and clear photographs showing the item received. If PGH or our fulfillment partner made an error, we'll review the order and work toward an appropriate resolution.

09

Returns & Refunds

Return eligibility depends on the product and reason for the return.

Approved returns generally need to be unworn, unwashed, unused, unaltered and in their original condition.

Contact PGH before sending a product back. Returns sent without prior authorization may not be accepted.

Custom, personalized, made-to-order and specially produced products generally cannot be returned simply because the customer changes their mind after production.

If a product arrives damaged, defective, misprinted or materially different from the approved order because of a PGH or production error, contact us so the issue can be reviewed.

Approved refunds are generally returned to the original payment method. After PGH processes a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.

10

Garment Care

To help protect your garment and printed artwork:

  • Turn the garment inside out
  • Machine wash cold
  • Wash with similar colors
  • Use mild detergent
  • Avoid bleach
  • Tumble dry low or hang dry when possible
  • Do not iron directly over printed graphics

Always follow garment-specific care instructions when provided.

11

Custom Apparel

Yes. Custom apparel is a major part of PGH.

We work with individuals, businesses, brands, organizations, events and creators to turn ideas into professionally designed apparel.

Depending on the project, PGH can create T-shirts, hoodies, sweatshirts, streetwear, business apparel, event apparel, promotional merchandise, memorial shirts, branded merchandise, collaborative collections and special-event pieces.

No. You can come to PGH with a finished design, logo, photograph, sketch, reference image or simply an idea.

We'll help determine what is needed to turn your concept into production-ready apparel.

Absolutely. Send the highest-quality version available. High-resolution transparent PNG files or vector artwork are preferred whenever possible.

12

Memorial Apparel

Yes. PGH creates personalized memorial apparel designed to honor and celebrate someone's life and memory.

We understand the importance of these projects and approach them with care and attention to detail.

You can provide photographs, names, dates, favorite colors, meaningful phrases, religious or symbolic imagery, hobbies, landmarks and other meaningful details.

You don't need to have the entire design figured out before contacting us.

Original, high-resolution photographs typically produce the best results. Avoid screenshots, heavily compressed images and extremely blurry or dark photographs whenever possible.

If you're unsure which photo will work best, send your options and PGH can help determine which is most suitable.

13

Collaborations

Yes. PGH works with businesses, brands, creators, organizations and clients to develop unique apparel and merchandise.

The goal isn't simply to place a logo on a shirt. We want the finished product to feel intentionally designed around the identity of the person, business or brand we're collaborating with.

Yes. Depending on the project, PGH can assist with concept development, apparel selection, artwork, branding, product design and production.

Projects can range from branded business apparel to complete collaborative streetwear capsules.

Yes. Limited releases can be a strong option for businesses, artists, creators, events and brands looking for something more exclusive than traditional promotional merchandise.

14

Custom Design Process

It starts with your idea. Send PGH information about what you'd like to create along with any logos, photographs, inspiration, colors, wording, garment preferences, quantities and deadlines.

We'll use that information to establish the creative direction and production requirements.

For applicable custom projects, you'll receive a design proof or preview before final production.

Carefully review names, dates, spelling, numbers, colors, artwork, garment selections and print placement before approving the project.

Contact PGH immediately. Once an approved project enters production, changes may no longer be possible.

Customers are responsible for reviewing and approving final design details before production begins.

Still Need Help?

Let's Talk.

Whether you're ordering a PGH drop, creating custom apparel, planning a memorial piece or building a collaboration, tell us what you're looking to create.

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PGH — Built Different. Streetwear • Custom Apparel • Collaborations
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