Ordering Policy

Online Ordering

• Browse our product catalog and select items you wish to customize
• Upload your design files or choose from our design library
• Specify embroidery details, including thread colors, placement, and size
• Add items to your cart and proceed to checkout
• Provide complete shipping and billing information
• Review your order summary before final submission

Custom Quote Requests

• For complex projects or bulk orders, request a custom quote
• Include detailed specifications, quantity, and timeline requirements
• We will respond with a detailed quote within 2-3 business days
• Custom quotes are valid for 30 days from issue date

Design Files

• Accepted formats: high-resolution images (PNG, JPG, PDF) or digitized files from prior embroidery orders (DST, EMB, ISI)
• Vector files preferred for digitizing services (AI, EPS, SVG)
• Minimum resolution of 300 DPI for image files
• Design complexity may affect pricing and turnaround time

Minimum Orders

• Standard minimum order: 12 pieces per item for apparel and 24 pieces per hat/headwear. Items may be combined. Exceptions may be granted on a case-by-case basis.
• Rush orders may have higher minimums
• Setup fees apply to orders under minimum quantities

Payment Methods

• Credit cards (Visa, MasterCard, American Express, Discover)
• PayPal
• Business checks (for established accounts)
• Net 30 terms available for approved commercial accounts

Payment Processing

• Custom orders may require 50% deposit, balance due before shipping
• Rush orders may require full payment upfront

Standard Turnaround

• Stock items with standard/repeat embroidery: 7-10 business days
• Custom apparel orders: 14-21 business days from artwork approval

Rush Orders

• Rush service available for additional fee (25-50% surcharge)
• Rush orders completed in 3-5 business days
• Subject to availability and design complexity
• Must be requested at time of order

Digital Proofs

• Digital proof provided for all custom orders
• Customer has 48 hours to approve or request changes
• Up to 2 revision rounds included in base price
• Additional revisions may incur extra charges
• Production begins only after written approval

Sample Requirements

• Physical samples available for orders over $500
• Sample fees apply and are credited toward final order
• Allow additional 3-5 days for sample production

Shipping Options

• Standard ground shipping (5-7 business days) via FedEx unless otherwise requested
• Expedited shipping available at additional cost
• Local delivery available within 25-mile radius
• White glove delivery for large orders (items individually polybagged w/ size sticker, carton content labels applied to new corrugate)

Shipping Costs

• Calculated based on weight, dimensions, and destination
• Customer responsible for all shipping charges unless otherwise specified

Modifications

• Changes accepted up to 24 hours after order confirmation
• No changes accepted once production begins
• Modification fees may apply depending on stage of production

Cancellations

• Orders may be cancelled within 24 hours of confirmation
• Cancellation fees apply once production begins:
  • Design/setup stage: 25% of order value
  • Production stage: 50% of order value
  • Completion stage: No refunds available

Our Commitment

• All products inspected before shipping
• Embroidery defects will be corrected at no charge
• Customer approval of proofs releases us from design liability
• Defective items must be reported within 7 days of receipt

Limitations

• Color variations may occur due to fabric type and thread dye lots
• Slight size variations normal in embroidery process
• Customer-provided items embroidered at customer’s risk

Return Policy

• Custom embroidered items are generally non-returnable
• Defective items may be returned within 14 days
• Return shipping costs are customer’s responsibility unless item is defective

Refund Process

• Approved refunds processed within 10-15 business days
• Refunds issued to original payment method
• Shipping charges are non-refundable unless error was ours

For questions about your order or this policy:

• Email: [email protected]
• Phone: 864.586.4648
• Business Hours: Monday-Friday, 8:00 AM – 5:00 PM EST

This ordering policy is subject to change without notice. Current version effective as of July 1, 2025. Please review policy terms with each order as updates may affect your purchase.

By placing an order with Common Threads Embroidery and Apparel, you acknowledge that you have read, understood, and agree to these ordering policy terms and conditions.