Search Site
  • Customer Service can be reached at 855-240-7325 or
    If your property would like to create an account and be Directed Billed: Please email




Welcome to the HILTON UA Customer Service Center

FAQs (Frequently Asked Questions)

1. How do I expedite my order?

To expedite your order so that it will arrive by a specific date, please call our Customer Service Team at 1-855-240-7325 or email us at Expedited and same day shipment orders must be received before 12:00 p.m. EST to ship the same day. Otherwise the order will be shipped the following business day.

2. Can my order be canceled?

Due to our fast shipping process, it is not possible to change or cancel your order once it has been placed. You will need to return the original package to obtain a refund and/or place a new order. Please see our return/exchange policy on the Customer Service page for additional information.

3. Where's my order?

Orders shipped via UPS will be emailed a shipping confirmation with tracking information upon shipping. You can track your package by clicking directly on the tracking number. Please note that it may take 24 hours for tracking information to appear on the UPS website. If you have any questions, please contact Customer Service toll free at 1-855-240-7325 or email

4. My package arrived damaged or is missing product. What should I do?

If there are any issues with your order once delivered, please contact Customer Service at or call 1-855-240-7325 and we will gladly assist you.

5. Item Not Available?

If the item you are looking at is currently Out of Stock, please contact our Customer Service Team at 1-855-240-7325 or email

6. How do I return my order?

We want you to be happy with your purchase. You may return or exchange merchandise for a full refund, less shipping charges (unless merchandise is defective), within 30 days of purchase. To request return/exchange, please call 1-855-240-7325 or email  Be sure to reference "return" or "exchange" in the subject line.  

7. How long does it take to get a refund?

All return packages are inspected and processed within 72 hours of receipts. Your refund will be processed and automatically applied to your credit card within 14 business days. Please note that depending on your credit card company it may take an additional 2-10 business days after your credit is applied for it to post to your account.

8. How is Sales Tax calculated?

All appropriate sales tax information will be displayed during checkout. You will be charged sales tax based on the region and state of your delivery address.

9. How is UPS shipping cost calculated?

Shipping via any UPS service is calculated based on your delivery zip code, total weight of all items and the dimensions of the package. Shipping costs are automatically calculated in the shopping cart and displayed for you before order submission.

10. Are there any sizes available beyond a 2X?

If you do not see your size, then please contact our Customer Service Team at

11. Can we be Direct Billed for our order?

Existing Hilton Supply Management customers can punchout to Birchstreet for invoicing. Payment is required at the time of check out for customers checking out via credit card. If your property would like to create an account and be Direct Billed, please email:

12. Can we rent the uniforms?

No. Uniforms cannot be rented and can only be purchased.

13. Do we provide a laundering service?

No. We do not provide a laundering service and it is the responsibility of each Hilton team member to clean his or her uniform.

14. Is there a minimum quantity required to make a purchase?

No; no minimum quantity is required to make any purchase.

15. Can I purchase shoes?

No. At this time, shoes are not included within the Hilton UA program.

16. What are the wash & care instructions for the uniforms?

Washing instructions are provided on the tag of each item. Generally, instructions are as follows:

  • Machine wash with like color.
  • Line dry, or tumble dry low.
  • Do not use bleach, fabric softeners, or dryer sheets as they can break down the moisture wicking properties of the garment and cause them to deteriorate prematurely.
  • Do not iron
  • Consider washing in a garment bag to protect your gear from snags caused by Velcro, eye hooks, or other sharp objects on other clothing.
  • Using an iron is not recommended. However, if you do, only use the polyester/synthetic temperature setting.

17.  I am having problems with Birchstreet?

For Birchstreet technical questions, please contact