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Embroidery Warehouse — Return & Refund Policy

1. Overview2. Custom Orders Are Final3. Damaged, Defective, or Incorrect Orders4. Non-Returnable Items5. How to Request a Return or Refund6. Return Shipping Costs7. Refund Process8. Late or Missing Refunds9. Exchanges (if applicable)10. Freight & Large Orders11. Cancellations12. Contact Us

1. Overview

At Embroidery Warehouse, every order is custom-made to your specifications. Because our products are personalized through embroidery, printing, or other customization processes, most items are not eligible for return or refund once production begins.

However, we understand that mistakes can happen. This policy outlines when you may be eligible for a refund, replacement, or credit — and how to request it.

2. Custom Orders Are Final

 All custom orders (including personalized apparel, printed merchandise, and embroidered products) are final sale once approved for production.

We do not accept returns or cancellations based on:

  • Change of mind or design preference
  • Wrong size, color, or quantity ordered by the customer
  • Delays caused by shipping carriers or factors outside our control

Before approving your order, please double-check all artwork, quantities, and details carefully.

3. Damaged, Defective, or Incorrect Orders

We take pride in delivering quality products. If your order arrives damaged, incorrect, or defective due to our error, we’ll make it right.

Eligible issues include:

  • Misprints, incorrect thread colors, or design placement errors
  • Defects in stitching or printing not consistent with your proof
  • Wrong items, quantities, or garment types shipped
  • Damage during production or packing before shipment

To qualify for a replacement or refund:

  • Contact us within 15 days of receiving your order
  • Include clear photos of the issue and a brief description
  • Provide your order number and contact information

Our team will review your claim and offer one of the following solutions:

  • Replacement / Reprint: A corrected version of your original order
  • Store Credit: For use toward a future order
  • Refund: Only if replacement isn’t feasible (e.g., discontinued stock, design no longer available)

4. Non-Returnable Items

Due to their custom nature, the following items cannot be returned or refunded unless damaged or defective:

  • Personalized or embroidered apparel
  • Custom printed items (mugs, banners, hats, etc.)
  • Sale, clearance, or promotional items
  • Gift cards or digital downloads
  • Items damaged by improper care, washing, or handling

5. How to Request a Return or Refund

To submit a return or refund request:

  1. Email [your support email] with the subject line “Return Request – [Order #]”
  2. Include:
    • Your order number
    • Photos showing the issue
    • A short description of what went wrong
  3. Our support team will respond within 2–3 business days with next steps.

If your return is approved, you’ll receive shipping instructions (for returns we need to inspect) or confirmation of your replacement/refund.

6. Return Shipping Costs

  • If the issue is caused by Embroidery Warehouse, we’ll cover return shipping or replacement costs.
  • If the return is due to a customer error (e.g. wrong address, wrong item ordered), the customer is responsible for return shipping fees.
  • For freight or large-box returns, shipping costs may vary; we will provide a quote before initiating the return.

7. Refund Process

Once we’ve received and inspected the returned item (if applicable), we’ll notify you about the status of your refund or replacement.

Approved refunds are processed within 5–10 business days to your original payment method. Bank or card processing times may vary.

8. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

  1. Check your bank account or credit card statement again.
  2. Contact your bank or credit card company — processing can take additional time.
  3. If the issue persists, contact us at [your email address] and we’ll help resolve it.

9. Exchanges (if applicable)

Because all items are custom-made, we do not offer exchanges for different sizes, colors, or styles once production has started.

If you’d like to reorder a corrected size or variation, our team may offer a discounted reprint rate as a courtesy.

10. Freight & Large Orders

For bulk or freight shipments (large boxes or pallet deliveries):

  • Inspect your shipment immediately upon arrival.
  • If visible damage exists, note it on the carrier’s delivery receipt and take photos before signing.
  • Contact us within 48 hours of delivery so we can file a carrier claim if needed.
  • Claims reported after 15 days may not qualify for coverage

11. Cancellations

Orders may only be cancelled before artwork approval or production begins.

Once embroidery files are digitized, garments are printed, or materials are ordered, cancellations may incur fees to cover labor and supply costs.

12. Contact Us

If you have questions, need expedited shipping, or wish to request a custom freight quote, please contact our Shipping & Fulfillment team:

Embroidery Warehouse

We are committed to transparency and will communicate with you proactively about delays, changes, or shipping anomalies.