Returns & Refunds

Every order is embroidered with your business name, so our policy is built around one simple idea: you see exactly what gets stitched before we stitch it — and if something still isn't right when it arrives, we make it right.

Your Mockup — Your Safety Net

Within 30 minutes of your order we email you a digital mockup showing your lettering, fonts, thread colors, and sizes exactly as they will appear. Please check every letter carefully — spelling, punctuation, capitalization.

We start stitching 24 to 72 hours after your order, which leaves you almost a full day with the mockup in hand to tell us if anything needs changing. Changes are free and unlimited in that time. You do not need to reply to approve it — if we don't hear from you, we stitch exactly what the mockup shows.

What If It Is Not Right?

If your order arrives faulty — a stitching or fabric defect — or doesn't match the mockup we sent you (wrong spelling, wrong font, wrong thread color, wrong size), we will make it right and send you a replacement of the affected pieces, and we cover the shipping.

Just send us a photo of the affected pieces within 7 days of delivery. Email threadsondesign@gmail.com or text (469) 368-5805.

If There's a Typo in the Mockup

If the error was already in the mockup we sent and it wasn't raised before we started stitching, we unfortunately can't offer a free remake — the piece was made exactly to the design shown. That said, we understand mistakes happen, so reach out and we will offer a discounted remake of the affected pieces. We would rather have you in gear you love.

Damaged in Transit

If your package arrives damaged, contact us within 48 hours of delivery with photos of the packaging and items, and we will ship replacements.

Cancellations

You may cancel for a full refund any time within 24 hours of your order, before stitching begins. Once production begins, orders can no longer be cancelled, since the pieces are stitched specifically for you.

Logo orders work differently, because nothing is stitched until you approve the mockup. If you don't like it, you get a full refund — digitizing fee included.

Changed Your Mind After It Arrives?

Since every piece is customized with your business name and can't be resold, we ask that you mail it back for a partial refund. Email us within 14 days of delivery and we'll tell you the exact refund amount before you send anything back, so you can decide with the number in front of you.

Pieces need to come back unused, unwashed, and in the condition they arrived. Return shipping is yours, and the original shipping isn't refunded.

Refund Processing

Refunds we have agreed to are issued to your original payment method. Please allow up to 10 business days for your bank or card issuer to post it after we process it.

Questions about your order? Contact us — we're a family business and we answer personally.