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Return and Refund Policy

Embroidery Inc, Custom Order Returns, Refunds & Cancellations

Short version: Because every order we make is customized, all sales are final once you approve your proof. We’ll fix anything that is our mistake, but we can’t accept returns or refunds for approved designs.

Proof & Approval

  • After you place an order, we’ll email a digital proof (and, if applicable, stitch/placement specs) to the address on file.

  • Please review carefully. Check spelling, colors, sizing, placement, and quantities.

  • Approve or request changes by replying to the proof email.

  • Once you approve the proof, your order becomes final and moves into production. At that point, it cannot be cancelled, changed, returned, or refunded unless we made an error that is not reflected on the approved proof.

Cancellations (before approval)

  • You may cancel before proof approval for a full refund minus any incurred setup costs (e.g., digitizing fees or special-order blanks).

  • If blanks were already purchased for your order, we’ll pass through any restocking fees charged by our suppliers.

Our Quality Guarantee (when we’re at fault)

If we make a mistake that deviates from the approved proof (wrong thread color, wrong logo, wrong location, wrong garment, incorrect quantities) or the product is defective, we’ll make it right. At our discretion we will:

  • remake and resend the affected items, or

  • issue a full or partial refund for the affected items.

Report issues within 7 days of delivery so we can investigate and resolve quickly. Email orders@embroideryinc.com with your order number, a description of the issue, and clear photos of the problem and packing slip.

What’s not eligible for return/refund

  • Any order after proof approval.

  • Differences that match the approved proof, including customer-provided spelling, sizing, or layout choices.

  • Color perception differences between screens and thread/ink (industry-standard variances may occur).

  • Minor placement tolerances (up to ±0.5 in / 12 mm) that fall within standard embroidery tolerances.

  • Normal wear and tear, improper care, or use outside manufacturer guidelines.

  • Sale items and gift cards.

Shipping damage or shortages

If your package arrives damaged or short:

  • Keep all packaging and take photos.

  • Contact us within 7 days at orders@embroideryinc.com. We’ll file a claim with the carrier and replace the affected items or refund you.

How to report an issue

Email support@embroideryinc.com with:

  1. order number, 2) description of the issue, 3) photos showing the problem.
    If a return of defective goods is required, send items to:
    526 Main St Woodland, CA 95695. Items sent back without prior authorization will not be accepted.

Refund timing

Approved refunds are issued to your original payment method. Banks/card issuers can take 5–10 business days to post funds. If it’s been more than 15 business days after our refund confirmation, contact us.

EU/UK custom-goods note

The 14-day “cooling-off” period for distance sales does not apply to made-to-order or personalized goods. Custom embroidery orders are therefore exempt from that right of withdrawal.
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