Frequently asked questions

Ordering

What file formats do you accept for artwork?

We prefer vector files — AI, EPS, or PDF. These give your digitizer the cleanest lines and sharpest results. We also accept high-resolution PNG or JPG (300dpi minimum). If your file needs cleanup or vectorizing, let us know and we can advise.

What is a minimum order quantity?

Most embroidered garments have a minimum of 6 pieces per style and color. For our bespoke service (you supply the garment), there is no minimum. Corporate programs and bulk orders of 25+ pieces receive preferential pricing — contact us for a quote.

Can I see a proof before production?

Yes. On enquire-style orders we send a digital proof of your design placement before stitching begins. Standard orders include art approval notification via email at the start of production.

Production

How long does production take?

Standard production is 7 business days from artwork approval. Rush orders (3–5 business days) are available — contact us before ordering to confirm availability.

What thread colors can I choose from?

We use the full Madeira Polyneon thread palette — over 200 colors. Your base price includes up to 6 thread colors per placement. Additional colors are available for a small surcharge.

What is digitizing?

Digitizing is the process of converting your artwork into a stitch file that the embroidery machine reads. Simple logos are digitized in-house. Complex multi-color or multi-placement designs may be sent to a specialist digitizer. Either way, the cost is included in your order.

Shipping and returns

Do you offer free shipping?

Yes — free standard shipping on all orders over $150. Orders under $150 are charged actual carrier rates at checkout.

Can I return a custom embroidered order?

Because every order is made to your specification, we cannot accept returns on custom embroidered items unless the error was ours. If we made a mistake — wrong placement, wrong color, wrong garment — we will remake or refund at no cost. Contact us within 7 days of delivery.

Do you ship internationally?

We currently ship within the United States and Canada. Contact us for international shipping inquiries.

Bespoke service

Can I bring my own garment?

Yes. Our bespoke embroidery service is for garments you supply. There is no minimum order and no limitation on garment type. Ship your item to us or drop it off in person at our Compton location. We'll embroider and return it.