How do I use the Custom Order Portal?

This guide explains what you can see and do inside the Custom Order Portal at portal.badasspatches.com. The Custom Order Portal is only available for orders placed through the new custom order flow. It is not used for premade patches purchased from our online store, and it does not display orders placed through the legacy standard order form.

The Custom Order Portal lets you:

Track the progress of your custom orders
See at a glance when your order needs you
See your estimated delivery date, and upgrade to Rush if you want it sooner
Review and approve designs, artwork, and samples
View your file at any time, whether it's your original upload or something we've created and shared with you
Submit revision requests
Pay invoices
Update your shipping address and quantity
Track your shipment with clickable carrier tracking links
Look back at completed and canceled orders, including their artwork

How You Know If You Used the New Order Flow

If you used the new custom order flow, you'll recognize it because you were able to submit up to three products at once on a single order form. After submitting, you received a confirmation email with the following:

A greeting of "Hey Badass,"
A message confirming the order is in: "Your order's officially in"
A visual progress tracker showing the product steps
A note that each future update email will include the progress tracker so you always know where you are in the process
A "Check Out the Customer Portal" button linking to the portal
A list of what the Customer Portal can be used for: check order status, view or edit quotes, update shipping address, review previous orders
A signature from "The Badass Patches Crew" that you can reply to directly with questions

If you didn't receive this email or placed your order through the older standard form, your updates will come via email as usual and the portal will not show your order.

Logging In & Accessing the Portal

The Custom Order Portal is at portal.badasspatches.com and is for registered users only. You'll need to log in to access your orders.

How to Log In

You must use the same email address you used on your order so the system can match you to your portal access. There are three ways to sign in:

Method	How it works
Email and password	Enter the email and password associated with your account, then click "Sign in."
Sign in with Google	Click "Sign in with Google" to use Google authentication.
Passwordless email link	Enter your email address, agree to allow Badass Patches to store and process personal data, and click "Email link." A sign-in link will be sent to that email address.

Account Registration

If you don't have an account yet, click "Register here" on the sign-in page to create one.

Forgot Password

If you've forgotten your password, click "Forgot your password?" on the sign-in page to reset it.

Trouble Logging In

If you're having trouble accessing the portal, you can contact the Badass Tech Team for help. There is a "Contact the Badass Tech Team" link at the bottom of the sign-in page. You can also email orders@badasspatches.com for assistance.

Common Login Issues

Issue	What's happening
"I can't see my order"	You may be logged in with a different email than the one you used to place your order. Log out and try again with the email used on the order.
"I placed my order through the old form"	The Custom Order Portal only shows orders placed through the new custom order flow. If your order was placed through the standard form, updates will come via email as usual. If you used the new flow, you'll remember being able to submit up to three products at once and receiving a confirmation email.

Finding Your Orders

The portal separates your orders into three views, reachable from the menu at the top of every page:

View	What's in it
Open orders	Everything still in motion. This is your home view, split into Needs Your Input and In The Works.
Completed orders	Orders that have been delivered.
Canceled Orders	Orders that were canceled before completion.

If you're looking for an order and don't see it, check the other two views before assuming it's missing. Delivered and canceled orders live outside Open orders by design, so your active work stays front and center.

Order Dashboard

When you log into the Custom Order Portal, you'll see a list of your custom orders. Each order displays:

Order name
Date submitted
Total amount
Product type(s), for example PVC, Embroidery, Woven, Coin, Sticker
Shipping address, with the option to update it
Invoice button: shows "Pay invoice" if the invoice has not been paid yet, or "View invoice" / "View order" once payment has been received

Needs Your Input and In The Works

Your Open Orders page is organized into two sections so you always know where things stand at a glance.

Needs Your Input appears at the top, marked with an amber line down its left side, whenever any part of your order is waiting on you. The product that needs you shows its next step right on the card, whether that's a Review button, a note to check your email, or a reminder to pay your invoice.

In The Works holds everything our team is actively working on, marked with a gray line down its left side. Nothing in this section needs anything from you.

If nothing needs your attention, you'll see a simple note at the top instead: "Nothing needs your attention right now. Everything is moving on our end."

Orders move between sections automatically. Approve a design or pay an invoice, and that order shifts into In The Works on your next visit.

Canceled Orders

Canceled orders have their own page, reachable from the Canceled Orders link in the top menu. They're kept separate from Completed orders so your delivered work stays easy to find.

Each canceled order shows the same information as any other order:

Date submitted, invoice total, and ship-to address
Product photo, ticket number, quantity, type, and item total
Both progress trackers, the order-level one and the per-product one, shown in muted gray with dashed lines to signal that the journey stopped where it stopped
A View Latest Version button, so you can still pull up the last design, artwork, or sample we shared with you

What you won't see on a canceled order are the action buttons. There's no Pay Invoice, no address update, and no Review. Nothing on a canceled order is waiting on you, so nothing asks you to do anything.

Changed your mind? A canceled order can be brought back. Email orders@badasspatches.com and we'll restore it. There's a note at the top of the Canceled Orders page saying the same thing, so it's always one click away.

Canceled Items on an Active Order

Sometimes only part of an order gets canceled. If your order has three products and one of them is canceled, the other two keep moving normally and stay on your Open orders page.

The canceled product stays visible on that order as a read-only card with a red Canceled pill next to its status. You'll still see its photo, quantity, type, and item total, so you have the full picture of what you ordered and what happened to each piece. It just has no buttons and no next step.

Canceled products automatically sort to the bottom of the order, so the products we're still working on stay at the top where you need them.

Order Progress Stepper

Each order shows a visual progress tracker with six steps:

Step	What it means
Order Submitted	The order has been received and is being processed.
Products Finalized	All products in the order have been approved and are ready for production.
Invoice Paid	Payment has been received.
Mass Production	The order is being manufactured.
Shipping to Customer	The order has shipped. Tracking information is provided at this stage.
Order Delivered	The order has been delivered.

On the Canceled Orders page, this same tracker is shown in muted gray with dashed connecting lines rather than the usual colors. That's how you can tell at a glance that the order stopped rather than completed.

Product-Level Tracking

Each order contains one or more individual products, called tickets. Each product has its own progress tracker and approval flow, separate from the order-level stepper. This means different products within the same order can be at different stages.

Each product card is organized into three labeled columns so it's easy to scan:

Column	What's in it
DETAILS	Product name, status, time in stage, quantity, type, and item total.
DELIVERY	Your delivery estimates, and the Rush upgrade when it's available. See the Delivery Estimates section below.
PROGRESS	The progress stepper, a short status note with a timeline, and any button that needs your attention.

Canceled products keep the DETAILS column and a muted progress stepper, but drop the DELIVERY column and any action buttons.

You'll also notice that every product name in the portal and in your email updates starts with either [BETA] or [PORTAL]. These are internal tags that help us identify which version of the system your order came through. They don't affect your order in any way. See the FAQ at the bottom of this guide for more detail.

Product Progress Stepper

Each product shows its own progress tracker. The number of steps depends on the product type.

Moldable products (PVC patches and challenge coins) show six steps:

Step	What's happening
Design Stage	Our team is actively creating your design. This is an internal step and does not require any action from you. You'll be notified when it's ready for review.
Mock-Up Stage	This stage covers two approvals: first your Design Approval, then your Production Art Mockup Approval. Moldable products require a production art mockup because a custom mold is built from it. You'll be prompted to review and approve each one when it's ready.
Sample Stage	Once your artwork is approved, a physical sample is manufactured. When it's ready, you'll be prompted to review and approve it before mass production begins.
Mass Production	The product is being manufactured in full.
Quality Control	The finished products are being inspected before shipping.
Product Ready	The product is complete and ready to ship.

All other products (embroidered, woven, sublimated, stickers, and so on) show five steps. These products don't need a separate production art mockup, so there's no Mock-Up Stage on their tracker:

Step	What's happening
Design Stage	Our team creates your design and you approve it here.
Sample Stage	A physical sample is manufactured for your review and approval.
Mass Production	The product is being manufactured in full.
Quality Control	The finished products are being inspected before shipping.
Product Ready	The product is complete and ready to ship.

Knowing When We Need You

The progress bar tells you where your order is in the process, not what's required from you. The Needs Your Input section is the signal that something is waiting on you. The product that needs you shows the next step right on its card: a Review button, a note to check your email, or a reminder to pay your invoice. Products in that section marked with a quiet gray "No action needed" badge are on us, so you can tell exactly which product is the one waiting on you.

When your order sits in In The Works, nothing is needed from you. Our team is at work, and you'll see a short status note with a timeline so you know roughly when the next step arrives.

Status Pill

You'll also see a small Status: pill in soft blue near the top of each product card, and again at the top of the product detail page. The pill shows the current pipeline stage in plain English, for example "Design Awaiting Approval" or "Sample in Progress," so you can read where your product is at a glance without having to interpret the stepper icons. The pill uses the same underlying stage as the stepper but phrases it more conversationally.

Canceled products show a red Canceled pill instead of the soft blue one.

Next to the pill is a small (i) icon. Hover over it, or tap it on mobile, for a plain-language explanation of exactly what's happening in that stage and whether anything is needed from you.

Under the Status pill you'll also see how long your product has been in its current stage, shown in hours for brand-new stages and in days or weeks after that.

Understanding Your Product Status

A quick note on the word Audit: an audit is an internal quality review by our team. It never requires anything from you.

Status	What it means
Awaiting More Information	We need a few more details from you before work can begin. Check your email for a message from our team.
Inspiration Audit	Our team is reviewing the files and details you submitted to make sure we have everything we need for the next step in your order. No action needed from you.
Design in Progress	A designer is actively working on your custom design.
Design Audit	Your design is going through an internal quality review by our team before we send it to you. No action needed from you.
Design Awaiting Approval	Your design is ready for your review. Approve it or request changes to keep your order moving.
Production Art in Progress	Our team is preparing your production artwork, also known as the Mock-Up. This is the technical artwork that shows exactly how your product will be built.
Production Art Audit	Your production artwork (Mock-Up) is going through an internal quality review by our team before we share it with you. No action needed from you.
Production Art Awaiting Approval	Your production Mock-Up is ready for your review. This is your chance to confirm every detail before we create your sample.
Waiting on Payment	Your invoice is ready. You can pay it right from this page. Your order continues as soon as payment is received.
Sample in Progress	We are producing a physical sample so you can see exactly what the finished product will look like.
Sample Audit	Your sample is complete and our team is reviewing it before sending photos your way. No action needed from you.
Sample Awaiting Approval	Sample photos are ready for your review. Approving the sample is the final green light before full production begins.
Manufacturing	Full production is underway. Your entire order is being made to match your approved sample. This is typically the longest stage.
Quality Control Checks	Your products are ready for quality control checks. Our team inspects them against your approved sample before they ship.
Shipping	Your order is on its way to you. Your tracking number appears on your order page. If your order ships in more than one package, you will see a tracking number for each shipment.
Complete	Your order has been delivered. Thank you for choosing Badass Patches. If anything is not right, reach out to our team and we will make it right.
Canceled	This product is no longer active and no work is happening on it. Its card is read-only and nothing is needed from you. If you'd like it brought back, email orders@badasspatches.com.

Stages That Need You

These stages place your order in the Needs Your Input section:

Status	What we need
Awaiting More Information	Reply to our email with the requested details
Design Awaiting Approval	Review and approve, or request changes, in the portal
Production Art Awaiting Approval	Review and approve, or request changes, in the portal
Waiting on Payment	Pay your invoice via the link on your order
Sample Awaiting Approval	Review and approve, or request changes, in the portal

Everything else is on us. Once you've done your part, your order moves to In The Works.

Delivery Estimates

Every active product card includes a DELIVERY section showing your Estimated Delivery date right up front, with more detail one click away. Click the Estimated line, or the "Want it sooner?" link when it appears, to expand the full set of dates.

What Each Date Means

Date	What it tells you
Estimated Delivery	Our best current estimate of when your order will arrive, based on typical production times for your product type and where your order is right now. It updates automatically as your order moves forward, so it gets more accurate over time. It does not include revision time or expedited shipping.
Your Desired Delivery Date	The date you entered when you placed your order. We show it so you can double-check it's right. If it needs correcting, reach out in the chat or email orders@badasspatches.com.
Your Event Date	Appears if you told us your order is for an event.
Rush Estimated Delivery	Appears on non-rush orders and shows when your order would arrive if you upgraded to Rush, along with exactly how many days sooner that is. Rush moves your order into our priority lane, so it tracks our fastest production pace. Rush estimates don't include revision time either.

Each round of revisions extends your timeline, so you'll see your Estimated Delivery date shift if you request changes.

Next to your Estimated Delivery date is a small (i) icon. Hover over it, or tap it on mobile, for a plain-language explanation of how the dates are calculated.

Once your order ships, the delivery estimates step aside and your tracking information takes over. Canceled products don't show delivery estimates at all.

Upgrading to Rush

If your invoice hasn't been paid yet and your order isn't already a rush, you'll see an Upgrade to Rush button in the DELIVERY section, along with a cost estimate. Rush is $0.99 extra per item, based on your order quantity, and the upgrade applies to every active product on your order, not just the one you clicked from.

Click the button and a confirmation window shows you the details: what the upgrade covers, the estimated cost, and your new estimated delivery date. Confirm, and everything updates automatically. Your invoice will update shortly to include the Rush fee.

A quick note on the cost estimate: it's an estimate. If your quantities change between the preview and payment, the final invoice amount can differ slightly. Your invoice is always the source of truth.

If you've already paid your invoice, the button is replaced with a note instead. Upgrading to Rush or adding expedited shipping is still possible after payment. Just reach out in the chat or email orders@badasspatches.com and we'll take care of it.

Why Did My Date Change?

The most common reason is a revision round. Estimates assume each step moves forward once you approve it, so requesting changes extends the timeline. Your date can also shift slightly as estimates sharpen the further along your order gets.

Rush Orders

If your order is a rush order, a Rush pill appears before the Status pill on both the product card and the product detail page. Rush orders run on accelerated timelines, so the estimates you see will be shorter than a standard order's. You'll also see a small note under the timeline, "Rush pace, faster than standard," so you know the shorter estimate is intentional. If you have multiple orders and one is a rush, this is why their timelines look different.

Not a rush order yet? You can upgrade at any time. Before payment, use the Upgrade to Rush button in the DELIVERY section of your product card. After payment, reach out in the chat or email orders@badasspatches.com. See the Delivery Estimates section above for details.

Status Messages and Timelines

Whenever your product is in a waiting state, the portal shows a short status note telling you what's happening and roughly when the next step is expected.

These timelines are calculated specifically for your order. They take into account your product type, your order details, and whether your order is a rush, so a coins customer and a patches customer in the same stage will see different numbers, and a rush order will see shorter ones than a standard order.

The message you see also adapts based on how long your product has been in its current stage:

Early in a stage, you'll see a best-case estimate: "Ready for approval in as little as X." The "as little as" wording is intentional. It's the floor for a smoothly moving project, not a guarantee.
Once the best-case window has passed but the stage is still within its normal range, the message switches to "up to X" so you see the outer edge of the expected window instead.
If a stage runs past its expected window, the estimate is replaced with a note letting you know it's taking longer than usual and inviting you to reach out via chat or orders@badasspatches.com if you haven't already heard from us.
If your order's timeline hasn't been calculated yet, common in the first moments after an order is placed, you'll see "Timeline calculations in progress…" instead of a number.

Common Messages You'll See

When	Message
During Design Stage, we're creating your design	"Ready for approval in as little as X."
After your Design Approval on moldable products, we're preparing your production artwork	"Thanks for your Design Approval. Your artwork will be ready for review in as little as X."
After your Mock-Up or Design Approval, we're producing your sample	"Thanks for your approval. Your sample will be ready for review in as little as X."
After your Sample Approval, we're in mass production	"Thanks for your Sample Approval. Your order will be ready to ship in as little as X."
During Quality Control, final inspection before shipping	"Ready to ship in as little as X."
When we need something from you	"Waiting on your response." Your product is on hold until we hear back, so check your email or the portal chat.
When your invoice is the next step	"Pay your invoice above to continue."
When your item is done but the rest of your order isn't ready	"Waiting on the rest of your order so we can ship everything together."
When your item is done and ready to go	"Ready to ship."
When a review stage is starting but the file isn't ready quite yet	"Nothing to review yet, ready in as little as X."

Actual timelines depend on how quickly approvals and revisions move on both sides, and on production volume at the time. The numbers are there so you're never left guessing, but they aren't guarantees.

Update Emails

In addition to the portal, you'll receive email updates as your order progresses. Each update email includes the product progress tracker at the top so you always know exactly where you are in the order phase. You can reply directly to these emails with questions.

The Approval Process

The approval process is the most interactive part of the Custom Order Portal.

Moldable products (PVC and coins): you'll be prompted to review and approve at two points during the Mock-Up Stage, the Design and then the Production Art Mockup, and once during the Sample Stage.
All other products: you'll approve your design during the Design Stage and your physical sample during the Sample Stage.

How to Approve

When a product is ready for your approval, a Review button appears on the product card and the order moves into the Needs Your Input section. Clicking Review opens the review screen, which shows:

A preview image of the design, artwork, or sample
The product name and type
A checklist you'll complete before approving
A short Heads up notice above the Approve and Not Quite There buttons, pointing you to chat or orders@badasspatches.com if your question is about something other than the design itself

You must check every item on the checklist before the Approve button becomes active. Each approval stage has its own checklist.

Viewing Your File Anytime

Even when no approval is needed, you can pull up the relevant file from the portal at any time. One of two different buttons will appear on the product card, depending on whose file is currently on display.

"View Your Submission" shows up when the file in play is your own original upload. That's common in the very early stages of an order, before our team has produced anything new yet, and for skip-design flows like embroidery, where we use the design you provided directly as the manufacturer reference. Clicking it opens a page titled "Your submission" with the message: "This is the image you uploaded with your order. We're working on it…" You won't be asked to do anything. The page is just there so you can confirm what file we're working from.

"View Latest Version" shows up once our team has created and shared a new file with you, a design, mock-up, or sample image. Underneath the button you'll see a short line naming whatever milestone is coming next and an estimate of when it'll show up, so you're never left wondering what we're working on. Depending on where you are in the process, you'll see something like:

If we're putting your production artwork together (moldable products): "Mock-Up ready in as little as X."
If we're producing your physical sample: "Sample ready in as little as X."
If you've approved your sample, paid your invoice, and we're in mass production: "Order ready to ship in as little as X."

The View Latest Version button shows up in three situations:

Situation	What you'll see
Between stages	You've approved your design and our team is working on the next step. The latest file, your approved design, is still there to view even though we're not waiting on any input from you.
After a stage has been approved	The page header reads "Design Approved," "Artwork Approved," or "Sample Approved" with a green check, confirming your approval was received.
On a canceled product	The last file we shared with you stays available even though the order is no longer active.

What both buttons have in common: either one takes you to the same kind of view-only page, just without the approval checklist or accept/reject buttons. You'll see the file, the order details, and the shipping info, but we're not asking you to do anything. We'll email you when there's something new to review.

If our team is still working on the first version of your design and there's no file to show yet, the product card will display: "Nothing to review yet, we'll notify you when it's ready."

Approval Checklists

Checklist	What you'll confirm
Design Approval	Spelling, Colors, Shape, Overall Design, and acknowledgment that Badass Patches owns all rights to any design created by the Design Team
Artwork (Production Art Mockup) Approval	Spelling, Colors, Shape, Size, Overall Artwork, and acknowledgment that Badass Patches owns all rights to any artwork created by the Design Team
Sample Approval	Spelling, Colors, Shape, Size, Overall Sample, Quantity, Shipping Address, acknowledgment that Badass Patches owns all rights to any artwork created by the Design Team, and acknowledgment that once Mass Production begins, a delivery date CANNOT be guaranteed due to unforeseen circumstances

The Sample Approval checklist is the most comprehensive because it's the final gate before mass production begins. This is your last opportunity to confirm quantity and shipping address before the full order is produced.

Requesting Revisions

If you're not satisfied with a design, artwork, or sample, click Not Quite There instead of approving. This opens the revision request form.

At the top of the revision form, you'll see a Heads up notice. Anything you submit through this form goes directly to the team working on your file, not to your Customer Service Specialist. If you need something outside the design itself, like changing your product type, canceling your order, or asking a general question, use the chat in the bottom-right of the portal or email orders@badasspatches.com instead.

How to Submit a Revision

Select a revision type from the dropdown: Shape, Text, Colors, Add Object, Remove Object, or Other.
Describe what needs to change in the text field. A description is required on every revision item, up to 250 characters each.
Optionally upload a reference image. Large photos, including ones straight from your phone, are automatically compressed before they attach, so most images go through fine.
To request changes to multiple things, click + Add more to add another revision item. Once you have more than one, an × Remove this revision link appears on each item so you can drop any you don't need.
Check the box acknowledging: "I understand that each round of revision will extend my delivery timeline."
Click Submit Revision to send the request.

A status chip next to the file picker shows where your image is:

Chip	Meaning
Yellow	Your image is being prepared
Green with a checkmark and the filename	Your image is ready
Red with a reason	Something went wrong

The Submit Revision button stays disabled until every revision item has a description, you've checked the timeline acknowledgment, and any attached image has finished processing. If the button isn't active, a hint above it will tell you what's still needed. While an image is still being prepared, you'll see a "Waiting for your image to finish processing" note, so the form can't be sent before your image is actually attached.

Updating Order Details

Updating Shipping Address

Before your invoice is paid, you can update your shipping address yourself from the order dashboard. Click the (update) link next to your current address to change the street address, second address line (apartment, suite, etc.), city, state, and postal code.

Once your invoice is paid, the address is locked in the portal. A paid invoice can only be changed on the invoice itself, so an edit made in the portal at that point wouldn't reach your order or shipping label. The (update) link is replaced with a small ⓘ info icon, and you have three ways to change a paid order's address:

Click the green View order / View invoice button to open your invoice and edit the address there.
Email orders@badasspatches.com and we'll update it for you.
Edit it at account.badasspatches.com.

Canceled orders don't show the address update link at all, since nothing is shipping.

Updating Quantity

You can update the quantity of a product while it's still in the design, artwork, or sample stages, before mass production begins. An (update) link appears next to the quantity on the product card.

A few things to know:

Some products have a minimum order quantity: 50 for stickers and 10 for challenge coins. The save button stays disabled if you enter a quantity below the minimum.
After you save a new quantity, your order total is recalculated automatically. It can take a minute or so for the updated price to appear, so don't worry if the number doesn't change instantly.
During Sample Approval, quantity can also be updated from the product detail screen. This is your last opportunity to change the quantity before mass production.
Once mass production has started, quantity can no longer be changed through the portal.

Paying an Invoice

Each order in the Custom Order Portal shows an invoice button. If the invoice has not been paid, the button says Pay invoice and links to the payment page. Once payment has been received, it changes to View invoice or View order.

Payment must be received before your order moves into mass production.
For PVC patches and challenge coins, payment must be received before sample production begins, because these products require a custom mold to manufacture.
If your product shows "Pay your invoice above to continue," payment is the next step. Once it's in, your order continues automatically and moves to In The Works.

Canceled orders don't show a Pay Invoice button, because there's nothing left to pay for. If you believe an order was canceled by mistake, email orders@badasspatches.com and we'll sort it out.

Tracking Your Shipment

Once your order ships, tracking information appears directly on your product card, and it stays visible even after delivery so you can always look it up.

Each tracking number is shown as its own chip.
If the portal recognizes the carrier (UPS, USPS, FedEx, or DHL), the chip becomes a clickable link that opens the carrier's tracking page in a new tab.
If the carrier can't be identified, the number is still shown so you can copy it and look it up yourself.
If your order ships in more than one package, you'll see a separate tracking chip for each shipment.

Contacting Your Customer Service Specialist

You can email orders@badasspatches.com at any point during your order. Emails are automatically routed to your assigned Customer Service Specialist, so you'll always reach the right person. You can also use the chat in the bottom-right corner of the portal for quick questions. While the portal should handle most things, these are here whenever you need to talk to us directly.

Helpful Resources in the Portal

The product detail screen includes links to helpful resources:

Pantone Color Chart for Custom Patches, Zaps & Coins: a reference for specifying exact colors.
Thread Colors for Badass Patches: a reference for selecting thread colors for embroidered products.

Guarantees Displayed in the Portal

The Custom Order Portal highlights the following guarantees:

Free Artwork and Unlimited Revisions
Fast Delivery Time
100% No Quibble Satisfaction Guarantee
Lifetime Patch Warranty

Frequently Asked Questions

Who has access to the Custom Order Portal?

The Custom Order Portal is available at portal.badasspatches.com for customers who placed an order through the new custom order flow. If you used the new flow, you were able to submit up to three products at once and received a confirmation email. It's not used for premade patches purchased from the online store, and it does not display orders from the legacy standard form.

How do I access the portal?

Go to portal.badasspatches.com and sign in using the same email address you used on your order.

What are the different pages in the portal?

Three: Open orders (everything in motion, split into Needs Your Input and In The Works), Completed orders (delivered), and Canceled Orders. All three are in the menu at the top of every page. If an order isn't where you expect, check the other two views.

What do "Needs Your Input" and "In The Works" mean?

Your Open Orders page is split into two sections. Needs Your Input (amber) holds any order that's waiting on something from you; the product that needs you shows its next step right on the card, like a Review button or a payment reminder. In The Works (gray) holds everything our team is working on; nothing there needs you. Orders move between sections automatically as you approve, respond, or pay.

Where did my canceled order go?

Canceled orders have their own page. Click Canceled Orders in the top menu. They used to sit alongside delivered orders under Completed orders, which made delivered orders harder to find, so they now live separately.

Can I un-cancel an order?

Yes. Email orders@badasspatches.com and let us know which order you'd like brought back. There's a note at the top of the Canceled Orders page with the same instructions.

One product on my order was canceled. Why do I still see it?

So you have the full picture. A canceled product stays on your order as a read-only card with a red Canceled pill, showing its photo, quantity, type, and total. It has no buttons because nothing is needed from you, and it automatically moves to the bottom of the order so the products we're still working on stay at the top.

Can I still see the artwork for a canceled order?

Yes. The View Latest Version button is still there on canceled products, so the last design, artwork, or sample we shared with you stays available.

Why can't I pay the invoice on a canceled order?

Canceled orders don't show a Pay Invoice button, since there's nothing in production. If you were expecting that order to still be active, email orders@badasspatches.com. That's usually a sign the cancellation wasn't what you intended, and we can bring it back.

Why is the progress tracker gray and dashed on my canceled order?

That's how we show that the order stopped rather than finished. The steps are all still there so you can see how far things got, just muted instead of colored.

What does "Canceled" mean on my order?

It means the order or product is no longer active and no work is happening on it. Canceled orders move to the Canceled Orders page in the top menu, and a canceled product on an otherwise active order shows a red Canceled pill and becomes read-only. If you believe this is an error, or you'd like the order brought back, email orders@badasspatches.com.

Why does my product name start with [BETA] or [PORTAL]?

Those tags appear at the start of each product (ticket) name in the portal and in your email updates. They help our team identify which version of the system your order came through.

[PORTAL]: your order was placed through the current version of the custom order flow. This is the tag you'll see on all new orders going forward.
[BETA]: your order was placed while the new portal system was in its beta period. These tags will naturally phase out as those orders complete and the last beta-era orders ship, expected to be cleared within about 90 days.

Either way, nothing changes about how your order is handled. The tags are purely for internal tracking and don't affect your timeline, pricing, or how you interact with the portal.

Why does my product's progress tracker have five steps instead of six?

The tracker adapts to your product type. PVC patches and challenge coins show six steps, including a Mock-Up Stage, because those products require a production art mockup that a custom mold is built from. All other products (embroidered, woven, sublimated, stickers) skip straight from Design to Sample, so their tracker shows five steps. Nothing is missing from your order. That product simply doesn't need a mock-up step.

What does the (i) icon next to my status mean?

Hover over it, or tap it on mobile, for a plain-language explanation of the current stage: what's happening, and whether anything is needed from you. Every status has one.

What do the dates in the DELIVERY section mean?

Estimated Delivery is our best current estimate of when your order will arrive, and it updates automatically as your order progresses. Your Desired Delivery Date is the date you entered when you ordered, shown so you can verify it. Your Event Date appears if you told us your order is for an event. Rush Estimated Delivery shows when your order would arrive if you upgraded to Rush. Click the Estimated line on any product card to expand the full set. See the Delivery Estimates section above for the full explanation.

Why did my Estimated Delivery date change?

How do I upgrade my order to Rush?

Before your invoice is paid, use the Upgrade to Rush button in the DELIVERY section of your product card. You'll see the cost estimate ($0.99 extra per item, based on your order quantity), confirm in the popup, and everything updates automatically, including your invoice. The upgrade applies to every active product on your order. After payment, you can still upgrade: reach out in the chat or email orders@badasspatches.com and we'll take care of it.

Why don't I see the Upgrade to Rush button?

Four common reasons:

Your order is already a rush. Look for the Rush pill.
Your invoice has already been paid. You'll see a note pointing you to chat or email instead.
The product has already shipped or been completed.
The product was canceled.

If none of those apply and you still don't see it, reach out in the chat and we'll help.

What does "(N days sooner)" next to the Rush date mean?

It's the difference between your current Estimated Delivery and your Rush Estimated Delivery. In other words, how many days earlier your order is estimated to arrive if you upgrade to Rush.

Is the Rush cost estimate exact?

It's an estimate based on your current order quantity. If quantities change between the preview and your invoice updating, the final amount can differ slightly. Your invoice is always the source of truth.

How do I approve my design, artwork, or sample?

When your product is ready for review, a Review button will appear on your product card and your order will move into the Needs Your Input section. Click Review to open the review screen, complete the checklist, and click the approve button. You'll also receive a notification when something is ready for your review.

Can I look at my design, artwork, or sample even when no approval is needed?

Yes. Whenever there's a file you can look at, the portal will show one of two buttons on your product card: View Your Submission if the file is your own original upload, or View Latest Version if our team has created and shared something new with you. Both take you to the same kind of view-only page where you can see the file and order details without being asked to approve or reject anything.

What's the difference between "Review," "View Latest Version," and "View Your Submission"?

Button	Meaning
Review (blue)	We need your input. Click it to approve or request changes.
View Latest Version (gray)	The most recent file we've created and shared with you is available to look at, but no action is needed. We'll email you when there's something new to review.
View Your Submission (gray)	The file showing is your own original upload, common in the very early stages of an order and for skip-design flows like embroidery where we use your design directly. No action is needed.

If none of these buttons are showing, our team is still working on the first version of your design and there isn't anything to view yet. You'll see "Nothing to review yet, we'll notify you when it's ready" in that case.

What is the Design Stage?

The Design Stage is when our team is actively creating your design. You'll be notified once the design is ready for your review. For non-moldable products, anything other than PVC and coins, your Design Approval happens here too.

What happens during the Mock-Up Stage?

The Mock-Up Stage appears on the tracker for PVC patches and challenge coins. It covers two approvals: first the Design Approval, then the Production Art Mockup Approval. You'll be prompted to review and approve each one separately when they're ready. Other product types don't have a Mock-Up Stage.

What if I don't see a Review button?

If your order is sitting in In The Works, nothing is waiting on you. You'll see one of three things instead:

A View Your Submission button if the file currently in play is your own original upload. No action needed. This just lets you confirm what we're working from.
A View Latest Version button if we've created and shared a new file with you, like your approved design, and we're working on the next stage. No action needed. This is just here in case you want to look at the file again.
A "Nothing to review yet, we'll notify you when it's ready" message if our team is still creating the first version of your design.

Either way, we'll notify you the moment there's something new to review.

Can I request changes instead of approving?

Yes. On the review screen, click Not Quite There to open the revision request form. Pick a category, describe what needs to change (required on every revision item, up to 250 characters), and optionally upload a reference image. Large photos are automatically compressed, and a status chip next to the file picker confirms when your image is attached and ready. To request more than one change, use + Add more for additional rows, and the × Remove this revision link on any row you want to drop. Each round of revisions will extend your delivery timeline.

If you need something outside the design itself, like changing your product type, canceling, or anything else for your Customer Service Specialist, use the chat in the bottom-right of the portal or email orders@badasspatches.com instead. The revision form only goes to the team working on your file.

Can I change my shipping address after placing an order?

Yes, before your invoice is paid you can update it from the order dashboard by clicking (update) next to your current address, and during Sample Approval from the product detail screen. Once the invoice is paid, the address is locked in the portal. Update it from your invoice, at account.badasspatches.com, or by emailing orders@badasspatches.com.

Can I change the quantity after placing an order?

Yes, but only before mass production begins. You can update the quantity from the product card or during Sample Approval. Stickers have a 50-unit minimum and challenge coins have a 10-unit minimum. Once mass production has started, quantity can no longer be changed through the portal.

Where do I pay my invoice?

Click the Pay invoice button on your order in the Custom Order Portal. This will take you to the payment page.

Where do I find my tracking number?

Once your order has shipped, tracking appears on your product card in the portal, and it stays there even after delivery. Recognized carriers (UPS, USPS, FedEx, DHL) show as clickable links straight to the carrier's tracking page. Split shipments show a separate tracking chip for each package.

What do the timelines in the portal mean?

The timelines are calculated specifically for your order based on your product type and order details. Early in a stage you'll see a best-case estimate ("in as little as X"), which is the floor for a smoothly moving project, not a guarantee. If the best-case window passes, the message switches to the outer edge of the normal range ("up to X"). If a stage runs longer than expected, you'll see a note inviting you to reach out if you haven't already heard from us. And if you see "Timeline calculations in progress…", your order's timeline is still being set up and numbers will appear shortly.

Why does my order say "Rush" and why is its timeline shorter?

Rush orders run on accelerated production timelines. The Rush pill and the "Rush pace, faster than standard" note are there so you know the shorter estimate is intentional, especially if you're comparing against a standard order that shows longer windows. If your order isn't a rush and you'd like it to be, see "How do I upgrade my order to Rush?" above.

Why does my product say "Waiting on your response"?

We need something from you before your product can move forward, usually a reply to a question from our team. Check your email or use the chat in the portal so we can keep things moving.

Why does my product say "Waiting on the rest of your order"?

If your order has more than one product, sometimes one finishes ahead of the others. When that happens, the finished item will show "Waiting on the rest of your order so we can ship everything together." We hold completed items so the whole order ships in one package. It's faster for you, cheaper on shipping, and reduces the chance of anything getting lost in transit. As soon as the rest of your order finishes Quality Control, everything ships together.

Why does the Sample Approval checklist have more items than the others?

The Sample Approval is the final gate before mass production begins. It includes confirmation of quantity and shipping address in addition to product quality because once production starts, these details can no longer be changed. It also includes an acknowledgment that delivery dates cannot be guaranteed once mass production is underway.

I placed my order through the old form. Can I use the portal?

No. The Custom Order Portal only displays orders placed through the new custom order flow. If you placed your order through the standard form, your updates will continue to come via email as usual. If you have questions, email orders@badasspatches.com.

How do I contact my Customer Service Specialist?

Email orders@badasspatches.com at any time. Your email will be automatically routed to your assigned Customer Service Specialist. You can also use the chat in the bottom-right corner of the portal. The portal handles most things, but these are always available if you need to talk to us directly.