Frequently Asked Questions

Order Related Questions

Our normal processing times and are 2-3 weeks. Outlines are estimated to be emailed to you around the 1-2 week mark. Orders ship in approximately a week or less after the outline is confirmed. If you need your order sooner, we do have the option to add an Express Fee which you can read more about below.

These timelines may vary due to a post of ours going viral resulting in an unexpected influx in orders, around the holidays, etc.

Since we receive so many requests to get orders made and shipped to be delivered for certain dates we are now charging an "Express" fee.

This fee is $20 - this fee is for us to push your order to the top of our order queue and complete it before the orders placed prior to your order. 

We complete express fee orders in the order of urgency. If we have a lot of requests at the same time we complete the ones needed earliest first.

Email us after placing your order with your order number in the subject line.   Let us know the date that the order is hoped to be received by. We will be completely honest with you if it is doable or not. If we can get it done for you we will email you an invoice for $20 to cover the extra cost.

We WILL NOT begin working on the outline/order until the $20 express fee is paid.

Our processing times are 2-4 weeks with 1-4 day U.S. shipping so please try to order at least 2 weeks in advance of the date the order is needed by to give your order the best chances of arriving to you on time. 

*This DOES NOT expedite the shipping time, just our processing times! Shipping will still be 1-4 days unless you also want express shipping on top of the $20 Express Fee.*

*For International Orders: Even with our Express Fee, we cannot guarantee package arrival by the date specified. With the Express Fee we can ship the order out ASAP, however, International shipments normally take longer than expected to deliver.*

After submitting your photo, you have until we begin to work on your order to change your photo with no additional charge. If you would like to change your photo AFTER the outline has either been started or completed and seen by the customer, it will be an additional charge starting at $5*. We will email you an invoice to pay for the extra charge.

*If the new photo sent has additional people, you would like the background added, etc. additional charges may apply.

Yes, you can request changes for your outline! This is why we sent it to each customer, we want to make sure you love the art before the final product. If we send over your outline and you would like it to be edited, edits take 1-3 days depending on how many edits are being made/how complicated the edits are/how many edit requests we have at one time. Please try to give us all edits at the same time rather than ask for a new edit each time we resend your outline.

If we email you with your outline and we do not receive a response we will make and ship the order without outline confirmation.

We will send our first email with your outline, if we don't hear back, we will send one reminder to confirm your outline and resend the outline. If we do not hear back within 10 days of this reminder email, we will proceed with making and shipping the order without confirmation.

To avoid this happening to you please make sure you respond to our email in a timely manner/when you see it!

To keep your treasured embroidered items in the best quality possible, please read the following instructions:

  • Machine wash with cold water.
  • Do not wash your embroidered clothing with clothing that has any buttons, zippers, etc. The stitching may get caught on these things and can damage the embroidery.
  • You can dry your clothing like normal BUT we recommend to hang dry your embroidered items as often as you can. This applies especially for our embroidered t-shirts as they are a thinner fabric and the embroidery may pucker/"shrink" more than it would on a sweatshirt.
  • After washing and drying you can iron over the embroidery to really smooth it out and make it look like new! However, do not excessively iron over the embroidery. You should only do this for a few seconds as putting a lot of heat onto the design for too long can damage the embroidery over time!
  • Do not trim any threads left untrimmed on the backside of the embroidery. Any threads that were left untrimmed by us on the back of your embroidery was intentional. Some threads do not need to be cut and cutting them can damage the embroidery and possibly cause it to unravel.

Shipping

We offer free 1-3 day U.S. shipping for all orders placed in the U.S. that are over $100.

Orders under $100 will be charged for shipping at checkout. 

The customer will be able to choose from a few different shipping speeds that vary in price. The shipping costs are automatically calculated at checkout depending on the weight of the package the customer's location, and shipping speed chosen.

We have finally worked out International shipping! We now ship everywhere all around the world!

International shipping costs are automatically calculated at checkout based on your location and the weight of your order. 

We do our best to make our international shipping rates as affordable and as low as possible.

The costs will start at $10 USD and go up to $70+ USD for express shipping options.

*Orders shipped using the First Class Package International (1-4+ weeks): Delivery can take up to 4+ weeks for these shipments. It seems that it is rare that orders deliver earlier than 3ish weeks.

PLEASE UNDERSTAND THAT INTERNATIONAL SHIPMENTS HAVE BEEN EXPERIENCING LONGER THAN NORMAL DELAYS IN SHIPPING AND TRACKING UPDATES. 

Any applicable taxes and duties are not included in the checkout total as they are determined by the customs agency of the destination country. The agency will reach out to the recipient via mail, email or phone to pay these charges so that your package can be delivered to you.

 

Unfortunately we have no control over customs fees and the customer is responsible for any additional fees. 

Please double check your address before checking out to avoid these issues. 

Once the package comes back to us we will send you the address that we were given while the customer was checking out.

If the address is correct and we had entered it incorrectly when making the shipping label, we will cover shipping costs and re-ship the order.

If the address given is incorrect we will gladly re-ship the order as long as the customer covers the shipping costs.

Please know that we are not affiliated in any way with the United States Post Office. Once a package is dropped off at USPS, what happens next is unfortunately out of our hands. This is a very frustrating situation not only for the customer, but us as well. We hate to hear about missing packages as we are so excited for everyone to receive their orders. We will do everything we can to get your order to you/try to navigate the lost/missing package!

Although these situations are very rare, unfortunately they do occur.

First, please contact us letting us know you had not received your package so we can best assist you.

We highly recommend checking with neighbors to see if they received the package THEN bringing your tracking number to your local Post Office to see if they can find the exact location that the package was delivered.

We also recommend filing a claim on the USPS website. We do not do this for the customer but will give any information needed.

If the package does not show up within 2 weeks of the delivery date:

  • We will remake and reship the order if the customer will pay a flat fee

  • One Sweatshirt: $20

  • Two Sweatshirts: $30

  • Three or More Sweatshirts: $40+

OR

  • We will refund 50% of the cost of the original order.

No extra fees/taxes/shipping costs are added to the price above for US orders. International customers will have to pay shipping costs on top of the prices above.

If you do not get the package although the tracking states delivered, you can file a police report if you believe your package/mail may have been stolen.

*It is extremely rare that this happens. USPS usually cannot do anything for us or the customer as the tracking states that the package was delivered.*

Please know that we are not affiliated in any way with the United States Post Office. Once a package is dropped off at USPS, what happens next is unfortunately out of our hands. This is a very frustrating situation not only for the customer, but us as well. We hate to hear about missing packages as we are so excited for everyone to receive their orders. We will do everything we can to get your order to you/try to navigate the lost/missing package!

Although these situations are very rare, unfortunately they do occur.

If your tracking states that your package has been lost please contact us and file a claim with USPS (we do not do this for the customer but we will give any information needed). 

If the package cannot be found we will remake and re-ship the order free of charge.