1. Overview
At Embroidery Warehouse, we specialize in custom printed and embroidered goods. Because many orders involve large or heavy items (bulk hoodies, blankets, banners, etc.) and because each product must be prepared (digitized, embroidered, quality-checked), our shipping policy reflects both production and shipping realities.
This policy explains how we calculate shipping, typical processing and delivery times, handling of returns or issues, and other terms. All customers placing orders with us agree to this policy.
2. Processing / Fulfillment Time
- Preparation & production window: After an order is confirmed (design approved, payment cleared, inventory verified), most orders require 2–7 business days of in-house processing, depending on order volume, customization complexity, and queue.
- Large bulk or complex orders: Orders with unusually large quantities, multiple embroidery positions, specialty materials, or oversized items may require longer processing times. We will notify you if your order is delayed beyond the usual timeframe.
- Holiday / peak periods: During holidays, promotional sales, or peak seasons (e.g. back-to-school, end-of-year), processing may take additional time. We will communicate any expected delays at order time.
The total estimated delivery time = processing time + shipping time.
3. Shipping Rates & Options
- We offer multiple shipping methods tailored to package size, destination, and urgency. All prices are based on carrier freight, package weight, box dimensions, and zone.
- * Transit times are estimates and subject to change due to carrier schedules, weather, or other delays.
- Free Shipping / Flat Rate Options:
- Optionally, you may choose to offer free or flat-rate shipping (e.g. free ground shipping within Utah or the contiguous U.S.). If so:
- You will need to absorb average shipping costs or include a portion in your product pricing.
- Free shipping offers may exclude oversized / over-weight packages or remote ZIP codes.
- Any free shipping guarantee is subject to this policy’s delivery windows; delays outside our control may void the guarantee (see “Delays & Exceptions”).
| Shipping Option | Typical Use Cases | Estimated Transit Time* | Rate Structure / Notes |
|---|---|---|---|
| Standard Ground / Freight | Most full-box or pallet shipments | 3–7 business days (within contiguous U.S.) | Base rate + per-pound / per-cubic-foot surcharge; freight carriers (UPS Freight, LTL, FedEx Freight) used for especially large or heavy items |
| Expedited / Air | Urgent orders, small packages, light items | 1–3 business days | Premium pricing; subject to carrier availability |
| Local Pickup / Drop-off | For customers near our Utah facility | Same or next business day | No shipping charge (but order must meet minimums) |
| International / Overseas | Orders to Canada, Mexico, or other countries | 7–20+ business days (varies by destination) | Customer responsible for any duties, tax, import fees, and customs clearance |
4. Delivery Commitments & Guarantees
- Guaranteed delivery windows: For standard orders, we aim to deliver within 14 calendar days from order confirmation (including processing). For rush or expedited orders, alternate guarantees may apply (e.g. 7-day, 3-day) at an additional charge.
- If your order arrives later than the guaranteed date or is materially different from what you approved, notify us within 15 days of delivery for a possible refund, reprint, or resolution.
- Tracking: Once your order ships, you will receive a tracking number or freight tracking reference via email. Freight shipments may have less granular tracking (e.g. terminal scans, delivery day window).
-
Failed delivery / return to sender:
• If a shipment is returned due to incorrect address, refusal, or unclaimed status, we will notify you.
• We will hold returned shipments for 30 days at no charge; after that, we may apply restocking or return-shipping fees.
• If you wish to reship, new shipping charges will apply.
5. Packaging & Handling
- Guaranteed delivery windows: For standard orders, we aim to deliver within 14 calendar days from order confirmation (including processing). For rush or expedited orders, alternate guarantees may apply (e.g. 7-day, 3-day) at an additional charge.
- If your order arrives later than the guaranteed date or is materially different from what you approved, notify us within 15 days of delivery for a possible refund, reprint, or resolution.
- Tracking: Once your order ships, you will receive a tracking number or freight tracking reference via email. Freight shipments may have less granular tracking (e.g. terminal scans, delivery day window).
-
Failed delivery / return to sender:
• If a shipment is returned due to incorrect address, refusal, or unclaimed status, we will notify you.
• We will hold returned shipments for 30 days at no charge; after that, we may apply restocking or return-shipping fees.
• If you wish to reship, new shipping charges will apply.
6. International Orders, Duties & Taxes
- For orders shipping outside the U.S., customers are responsible for any customs duties, import taxes, VAT, broker fees, or other charges imposed by the destination country.
- We will declare the order’s actual value on customs paperwork, and typically label as “apparel / embroidered goods.”
- Customs delays beyond our control may affect delivery. We are not liable for delays due to customs inspections, import restrictions, or client’s failure to pay required fees.
7. Returns, Refunds & Reprints
- Defective, incorrect, or damaged items: If your order is materially different than approved (e.g. off-registration, missing embroidery, tearing), report the issue within 15 days of delivery, with photos and description. We may issue a refund or reprint at our discretion.
- No returns on custom products for change of mind: Because each item is custom made, we generally do not accept returns simply because you changed your mind (unless specifically allowed).
- Returned shipment fees: In some cases, returned shipments may incur inbound shipping or restocking charges, especially if the return is due to customer error (wrong address, refused delivery).
- Quality hold / inspection: We inspect all orders prior to shipping. If damage or error is found before shipping, we will correct it at no charge or contact you with options (redo, partial refund, etc.).
8. Delays & Exceptions
- Carrier delays (weather, holidays, mechanical issues) are beyond our control and may affect transit times. In such cases, we will work with the carrier and notify you if delays occur.
- Customs holds, import restrictions, and strikes may further delay international shipments.
- Exceptional circumstances (major natural disasters, carrier force majeure) may temporarily suspend delivery guarantees; we will notify affected customers as soon as possible.
- If you request changes to an order (address, design, quantities) after production has started, delays and additional charges may apply. We cannot guarantee delivery commitments after such changes.
9. Address Accuracy & Customer Responsibility
- Please ensure the shipping address is complete, correct, and includes any suite, unit, or business name. We are not responsible for delivery failures due to address errors.
- If you realize the address is wrong and contact us before shipment, we may accept adjustments (if feasible). After shipment, address changes are handled by carrier and may incur fees.
- For freight deliveries, sometimes driver may require contact or appointment scheduling (especially for residences or locations without loading docks). You must supply any necessary delivery instructions or accommodations (e.g. forklift, lift-gate, inside delivery).
10. Contact & Support
If you have questions, need expedited shipping, or wish to request a custom freight quote, please contact our Shipping & Fulfillment team:
Embroidery Warehouse
- 9176 South 300 West #1 Sandy, UT 84070
- (385) 394-8828
- info@embroidery-warehouse.com
We are committed to transparency and will communicate with you proactively about delays, changes, or shipping anomalies.