•  Q:  Can I purchase a preseason jersey with the Burns & McDonnell patch? 
-   A:  No. Co-branded jerseys are not available for purchase or giveaway. Pregame jerseys featuring our patch may only be auctioned, with all proceeds donated to charity on the same night they are worn.
 
•  Q:  Can I add my own patch to a jersey? 
-   A:  Burns & McDonnell patches will be available for purchase, like those shown on the jerseys. You may apply them to personal gear, but please do not add them to personal jerseys, as this could result in fines to HDS, the Chiefs, or Burns & McDonnell.
 
•  Q:  Can I create my own Chiefs merchandise? 
-   A:  All Chiefs and NFL merchandise must comply with branding and licensing regulations. Please contact Jason Kubik and Chelsea Marshall for assistance with requests.
 
•  Q:  What if I missed placing an order during the launch? 
-   A:  Don’t worry, restocks and new styles will be added throughout the season! For information on restock timing or backordered merchandise, please contact Jason Kubik or Stephanie Bowles.
 
•  Q:  Can I order co-branded merchandise from a vendor other than HDS? 
-   A:  No. All co-branded merchandise must be ordered through HDS, our licensed vendor. This ensures we meet NFL and Chiefs licensing requirements and maintain consistent quality and brand standards. Orders placed through unapproved vendors are not permitted and could result in legal or financial penalties for both the individual and Burns & McDonnell.
 
•  Q:  What custom artwork is allowed for special orders? 
-   A:  If you're requesting to imprint anything other than standard brand logo, please refer to Imprint Guide to obtain the approvals needed to proceed with your request.
 
•  Q:  Need an account creation? 
-   A:  For all account creation requests, please reach out to Carrie Plummer at [email protected]. 
 
•  Q:  Why can’t I login to the store? 
-   A:  If you are trying to login in the employee site and receiving an error, you may need to create a new account using something other than your BMcD email address as the username. If you have an account set up on the MIS side, it will show that your email address is already in use.
 
•  Q:  I received a credit card error when I tried to place my order, how do I fix this? 
-   A:  Typically when there is an error processing the credit card it is because the billing address doesn’t match up with the card number. Double check all of your information and try again – it should go through.
 
•  Q:  What is the estimated timeline once an order is placed? 
-   A:  Most in-stock (non-customized) items ship in 1 – 2 days.  If an item is being customized, it is a standard 2-week turnaround time. If the item is on backorder, this is tentative to the restock of the manufacturing company.
 
•  Q:  What does backorder mean?
-   A:  An item on backorder is a temporarily out of stock product, that is expected to be delivered once the item has been restocked in our fulfilment warehouse. 
 
•  Q:  Can I customize my apparel?
-   A:  Yes, for some items this is possible. For all custom requests please CLICK HERE to complete the company’s store form.
 
•  Q:  If my apparel doesn’t fit, can I return it for an exchange?
-   A:  Yes as long as the apparel item has not been worn. Custom or On-Demand orders are not returnable unless there is a defect or the items were decorated incorrectly.
  
•  Q:  Is there a re-stocking fee on exchanges?
-   A:  No, there is no re-stocking fee. However, the customer is responsible for the return postage on the original product. 
 
•  Q:  Once my item ships, is there a way to track the package?
-   A:  Once an order is placed through the site, the customer will receive an email notification with the order details. After the order ships the customer will receive a shipping notification email with a valid tracking number. 
 
•  Q:  What is the Refund, Return, Exchange Policy?
-   A:  It is your responsibility to check for discrepancies or defects in an order and report to HDS with-in 30 days. Returns must be authorized by HDS in advance.  
         Claims for returns for defective Goods must be made in accordance with the warranties of the product.  
         Custom or On-Demand orders are not returnable unless there is a defect or the items were decorated incorrectly.  
         Authorized returns must be accompanied by a return authorization # that will be emailed to the recipient.  
         You can obtain a return authorization by filling out the “Shipping/Returns” form found at the bottom of the website. 
 
•  Q:  Who do I contact to cancel or make a change to my Order?
-   A:  For any changes to an order please contact Eileen Conroy at [email protected].