Frequently Asked Questions
When will my order ship?
Most orders ship within 1–2 weeks of being placed. Because our products are personalized and embroidered specifically for you, each order takes time to prepare and create.
Need your order sooner? Rush orders may be available for an additional fee. Please contact us before placing your order with your needed-by date so we can confirm availability and pricing.
Do you accept custom orders?
Absolutely! We love creating something unique just for you.
If you don't see exactly what you're looking for on our website, reach out to us! We may be able to create a custom embroidery design, personalize an item in a different way, or source an item specifically for your project.
For custom requests, please send us as much information as possible, including the item you'd like embroidered, personalization, colors, design ideas, and any inspiration photos.
Custom orders are quoted individually based on the item and embroidery requested.
Do you provide proofs or mockups?
Yes! If you'd like to see a proof or mockup of your embroidery, we're happy to provide one after your order has been placed.
Proofs are not automatically sent with every order. If you'd like to review a proof before we begin production, please request one after placing your order.
For custom orders or more detailed designs, a proof may be especially helpful to make sure we're on the same page before production begins.
Please note that production will not begin until the requested proof has been reviewed and approved when approval is required.
Can I cancel my order?
Orders may be canceled within 48 hours of being placed.
After 48 hours, cancellations are not accepted because your item may already be in production.
If you need to cancel an order, please contact us as soon as possible.
Can I return or exchange my personalized item?
Because our products are personalized specifically for you, most personalized and embroidered items are final sale and cannot be returned or exchanged.
We will refund or correct an item if we make a personalization error.
If we make a mistake with your order or you have another issue, please contact us within 3 days of receiving your order so we can review the issue and determine the appropriate resolution.
Please note that exceptions may be made on a case-by-case basis, but replacements or refunds will not be considered more than 7 days after delivery.
If a return or exchange is approved, the buyer may be responsible for return shipping costs.
What if there is an issue with my order?
We want you to love your order! If something isn't right, please contact us within 3 days of receiving your order and include photos of the item and a description of the issue.
If the issue is due to an error on our part, we will work with you to correct it.
Please don't wait to contact us. Issues reported more than 7 days after delivery may not be eligible for a replacement or refund.
Can I send you my own item to embroider?
Yes! We do accept customer-supplied items for embroidery.
Before sending your item, please contact us with details about the item and what you'd like embroidered. We'll confirm that the item is suitable for embroidery and provide pricing and any other necessary information.
Please note that embroidery on customer-supplied items is done at the owner's risk. Certain fabrics, materials, construction, or existing details may affect the embroidery result.
Do you offer rush orders?
Yes! Rush orders may be available for an additional fee depending on our current production schedule.
If you have a specific date you need your order by, please contact us before placing your order. We'll let you know if we can accommodate your deadline and provide the rush fee.
Please do not place an order and then request a rush after checkout, as we cannot guarantee that we will be able to accommodate it.
Can I ship an order directly to someone as a gift?
Absolutely! You can enter the gift recipient's address as the shipping address when placing your order.
If you'd like to include a gift message, please add the message in the appropriate order notes field or contact us after placing your order.
How should I enter my personalization?
Please enter your personalization exactly as you would like it embroidered, including spelling, initials, names, and monogram order.
Before completing your purchase, please double-check all personalization details. We are not responsible for errors in personalization submitted by the customer.
If you notice a mistake after placing your order, contact us immediately. If production has not yet begun, we'll do our best to help.
Can I choose my font and thread color?
Many of our products offer a selection of embroidery fonts and thread colors directly on the product page. Available options will be listed with each item.
If you have a specific color, font, or embroidery style in mind that isn't listed, feel free to reach out! We may be able to accommodate your request.
What if I don't see the item I'm looking for?
Just ask! We are always adding new products, and we may be able to source an item or create a custom order for you.
If you have something specific in mind, send us a message and we'll see what we can do!