What happens once I place my order?
Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.
Initial Email: Within 1-2 business days, your assigned customer service representative will reach out to confirm your logo colors, logo location on the item, and desired decoration method. We will also verify whether you have a firm deadline for the order.
Digital Proof Emailed to You: Within 3 to 5 business days, you will receive a proof via email of your digitized logo.
Proof Approved by You: You must approve your logo proof within 24 hours to keep your order on schedule! Edits to the logo, or delays to the approval, will likely cause delays to your order ship date. We will not process your order until we hear back from you,
Production: Once the logo is approved, the order goes into production!
Order Ships: Our standard lead times from when the order is placed until it ships out of our facility is 10 business days.
You will receive an email with your tracking number when it leaves our warehouse, Ground Shipping typically takes 3 to 5 days for delivery (on top of the 10 business days to process your order). Expedited shipping is also available for a fee.
What's included in the price?
The embroidery is free. The prices you see include the embroidery in one location. In addition, there is no logo set-up fee.
Free embroidery covers common logo applications. Most logos end up being about the size of a business card (3.5″ x 2″). The maximum size we can embroider is inside of a 4″ circle. On caps, the maximum height of a logo is 2″.
Other companies put a limit on the size of the logo included in their prices or they charge a set-up fee. Most often it is a stitch count limit like 10,000 stitches. Anything over that amount is charged differently. That’s too complicated.
Also included are two color variations of your logo-one that will work on light colors and one that works on dark colors. For most customers, that works really well. If you want more color variations, there is a $15 fee to cover the cost of changing colors.
Will I see a proof of my logo before production?
Yes! Unless it is an exact reorder, you always see a proof of your logo before we proceed with decoration.
We take your logo, set it up for embroidery, actually embroider it on a piece of material and then send you a digital photo of it for your approval.
However, if you are not satisfied with your proof and we are not able to fix it to your satisfaction, we will cancel your order and charge you nothing. To be honest, that does not happen very often.
Creating a proof of an embroidered logo is a time consuming process. That’s why we create proofs of logos only after an actual order has been placed.
Some suppliers do not actually embroider a proof for your approval. Some only provide a screen shot of the artwork. This does not always give you an accurate representation of what your logo will look like when embroidered.
What is the turnaround time?
Our standard turnaround time is 10 business days.
Shipping times will vary based on where we are shipping to and the shipping service time you selected at checkout.
What is the Small Order Processing Fee and how do I get rid of it?
The Small Order Processing Fee helps us cover the costs of running small orders and means we don’t have to require a minimum order. The fee of $65 applies to any order less than $300 in merchandise.
To get rid of it, add enough items to your cart that add up to more than $300. Best of all, it can be any item. It does not need to be the same item. So try something new like a cap or bag or different polo shirt.
Do you require a minimum order?
We do not require a minimum order. If you only need a few, you can order just what you need. This means it’s possible for teams of any size – even teams of one – to get high quality embroidered apparel for any event.
Please note, that if your order is less than $300 there is a $65 Small Order Processing Fee that will apply.
Do you charge sales tax?
Customers in certain states may be required to pay sale taxes. If that is the case, the taxes will be shown in the shopping cart for your location.
If your organization is exempt, go ahead and place the order with sales tax added. When you get the order confirmation, send us your tax exempt certificate and we will remove the tax. We cannot remove taxes until we have received the exempt certificate.
Can I cancel or change my order?
If, for any reason, you need to change an order once it was placed, please contact us immediately. It is possible to change an order before production. But once an order has begun production or has shipped, the order cannot be changed.
In some cases, a change may delay an order. If that is the case we will inform you of that at the time of the change.
Any change of an order after 2 days of an order confirmation being sent may result in a $10 change fee.
You can cancel at any time prior to the order going into production. Once items have been decorated with your logo, we can no longer accept a cancellation.
If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full. If your logo has been digitized & stitched out or issued a proof for approval there will be a $50 set-up fee.
How long will it take to get my order?
We are shipping orders in 10 business days. Shipping times will vary based on the type of shipping service you select at checkout.
Rush Production service is available. See the Rush Service information below for more information.
Do you offer rush processing?
Yes. Rush Production orders ship in 6 business days. You can select that option in the shopping cart.
The Rush Production fee is $115 for orders of between 1 and 25 pieces and $140 for orders between 26 and 59 pieces. For orders of over 60 pieces, please contact us.
If you have a specific date you need the order in your hands, please tell us that at the time of the order so we can make sure to hit your date.
Do you offer expedited shipping?
Yes, all of the expediated shipping options are available in the shopping cart for your address.
What to do if a package is stolen from you?
We are sorry if you did not receive your package and suspect it might have been stolen.
Because we create custom products that are completely unique, we will not replace or refund products or orders we shipped using a third party like UPS or USPS.
If your mail was stolen, follow these steps to be reimbursed or to receive a replacement item.
Step 1: Track the package
If you suspect your package was stolen, the first thing you should do is check your email for tracking information.
It’s normal for shipments to facedelays, especially during peak shipping seasons such as the holidays. The shipping status will show you where your package was last registered or the date on which it was delivered to the shipping address.
If the item is listed as having been delivered, continue to step 2.
Step 2: Check if your neighbors saw it or held onto it for you
If you’ve verified that the item was delivered, check with your neighbors. It’s embarrassing to unleash your wrath on a customer support representative, only to discover the kind lady next door saw your package and took it in order to prevent it from getting stolen or rained on.Even if they don’t have your package, your neighbors might have seen it earlier in the day.
Step 3: File a claim with the shipping company
You can file a claim with the shipping company as well.UPS, FedEx, USPS, all provide an online claims process to report your missing item, and you can also contact them by phone.
UPS 1-800-742-5877
Fed Ex 1-800-463-3339
USPS 1-8000-275-8777
Step 4: Use the purchase protection features on your credit card
Many credit cards offer purchase protection that will reimburse you for stolen items — as long as the item was purchased entirely with that credit card and the card issuer is notified within a specified timeframe. Check your credit card provider’s website to check for this coverage and to file a claim.
Unfortunately, some credit card companies exclude coverage for high-value items (typically anything worth over $500 to $1,000).Some may require you to file a police report before they’ll offer a refund.That brings us to step six.
Step 5: Claim high-value items with your homeowner’s insurance
Most homeowners or renter’s insurance policies cover stolen packages. Unfortunately, this is only helpful for purchases that are worth more than your deductible.
Given that most homeowners insurance deductibles runbetween $500 to $2,000, filing a claim won’t make sense for most stolen packages. Even if the lost item is more than the deductible, you’ll need to weigh the possibility of your homeowners insurance company increasing your premiums due to your claim, not to mention the hassle of filing the claim itself.
Toggle Content
What file format works the best?
If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI files. However, we will take whatever you’ve got.
(NOTE: You only need to upload your image file once per order–i.e. it doesn’t need to be uploaded with each style and/or color you are purchasing.)
Please do not send images created in Microsoft Word or Powerpoint.
Do you still have my logo?
Yes. Once we have set up a logo and produced an order with it, we keep it on file. We never discard or delete any logos.
Can you match PMS colors?
Yes!
There are more PMS colors than thread colors, so an exact match to every possible PMS color is not possible. But more often than not, we can get really, really close. If you have your PMS color numbers, we encourage you to share those with us in the comments section of the checkout.
How large will the logo be embroidered?
We work to make logos big enough so they will embroider well but not too big otherwise they look out of proportion on a shirt.
Most logos end up being about the size of a business card (3.5″ x 2″). The maximum size we can embroider is inside of a 4″ circle. On caps, the maximum height of a logo is 2″.
What type of payments do you accept?
We accept all major credit cards, Paypal.
Do you offer payment terms?
We do not offer payment or Net30 terms.
Do you accept purchase orders?
We accept signed and approved purchase orders only from public, government institutions (i.e. public school districts, public universities, and any city, county or state government body).