General Embroidery Questions
What is embroidery?
Embroidery is the process of stitching a design directly into fabric using high-quality thread. It creates a durable, professional finish that holds up better than printing over time.
What items can be embroidered?
We embroider a wide range of items including hats, shirts, hoodies, jackets, bags, and more. If you’re unsure whether an item is suitable for embroidery, feel free to contact us before ordering.
First-Time Customers
I’m ordering for the first time — what should I expect?
Welcome! For first-time embroidery orders, we’ll review your artwork, digitize your logo if needed, and send a proof for approval before production begins. We’ll guide you through each step to ensure your order turns out exactly as expected.
Will I receive a proof before embroidery starts?
Yes. All first-time orders and new logos receive a digital proof before production. The proof shows logo placement, approximate size, and thread colors. Production does not begin until your proof is approved.
How long does it take to receive a proof?
Proofs are typically sent within 1–3 business days after your order is placed and artwork is received. More complex designs may take additional time.
How do I approve my proof?
You’ll receive your proof via email with instructions on how to approve it. Once approved, your order moves into production.
Can I request changes to my proof?
Yes. Minor changes such as sizing or color adjustments are included. Significant artwork changes, new logos, or major revisions may require an additional digitizing fee.
What happens after I approve my proof?
Once your proof is approved:
- Your order enters production
- Turnaround time begins
- Changes cannot be made once embroidery has started
What if I don’t approve the proof right away?
Production will not begin until approval is received. Delayed approval may delay your estimated ship date.
Logos & Artwork
What is digitizing?
Digitizing is the process of converting your logo or artwork into a stitch file that embroidery machines can read. This step is required for all embroidered logos.
What file types can I upload?
We accept AI, EPS, PDF, SVG, PNG, and JPG files. Vector files are preferred but not required.
What if I don’t have a logo?
No problem! Text-only embroidery is available, or you can contact us for design assistance.
Pricing & Fees
What is the small order fee?
The small order fee applies to orders below our minimum quantity. This fee helps cover the fixed setup and handling required for custom embroidery, regardless of order size.
Will the small order fee apply to future orders?
The small order fee applies to any order that does not meet minimum order quantities. Typical minimum order quantity is 10 items to avoid small order fees.
Are there any hidden fees?
No. All applicable fees — including sizing and small order fees — are clearly shown in your cart before checkout.
Do you offer large order discounts?
Yes! We offer large order discounts.
- Order 20 - 49 items = $2 off each item
- Order 50 - 99 items = $3 off each item
- Order 100+ items = $4 off each item
Discounts automatically apply and are reflected at checkout for online orders.
Reorders & Returning Customers
Do reorders receive a proof?
Typically no. Proofs are not required for reorders unless changes to the logo, size, or placement are requested.
Can I reuse my logo on future orders?
Yes! Once your logo has been digitized, we keep it on file for easy reordering.
Returns & Refunds
Do you accept returns on embroidered items?
Because embroidered items are custom-made to order, all sales are final once production has begun, except in cases of defects or errors caused by us.
Why are custom embroidery items non-returnable?
Custom embroidery is produced specifically for each order and cannot be resold. For this reason, returns or exchanges are not accepted for personalized items.
What happens if there is a mistake with my order?
If your order arrives with a defect or does not match the approved proof, we will review the issue and offer a repair, replacement, or refund at our discretion.
What qualifies as a defect or error?
A defect or error includes:
- Embroidery that differs materially from the approved proof
- Damage caused during production
Claims must be submitted within 7 days of delivery and include clear photos of the issue.
What does not qualify for a return or refund?
Returns and refunds are not available for:
- Orders produced according to an approved proof
- Spelling, layout, or color choices approved by the customer
- Minor color variations due to thread, fabric, or screen differences
- Changes of mind after production begins
Are small order fees refundable?
No. Small order fees are non-refundable and help cover setup and handling costs.
What if I need to cancel my order?
Orders may be canceled only before digitizing or production begins. Once production has started, cancellations and refunds are not available.
What does proof approval mean?
By approving a proof, you confirm that:
- Artwork, placement, sizing, spelling, and colors are correct
- The design is approved for production
Once a proof is approved, we are not responsible for errors visible in the approved proof.
Will I receive a refund instead of a replacement?
Refunds or replacements are issued at our discretion. In most cases, we will remake the affected items to match the approved proof.
What if I notice an issue after approving the proof?
Once a proof is approved, it is considered final. Issues that were visible in the proof are not eligible for refunds or replacements.
Do you offer refunds for color differences?
Slight variations in color may occur due to screen settings, fabric type, or thread texture. These variations do not qualify as defects.
Who is responsible for customer-provided artwork?
Customers are responsible for ensuring they have the right to use any artwork submitted. We are not responsible for intellectual property issues related to customer-provided designs.
How do I report an issue with my order?
Please contact us within 7 days of delivery with:
- Your order number
- A description of the issue
- Clear photos of the product
Requests submitted after this timeframe may not be eligible for resolution.
What happens if I file a chargeback instead of contacting you?
We encourage customers to contact us first so we can resolve any concerns. Unauthorized chargebacks may result in account restrictions or refusal of future service.