People ask us these questions all the time, so we’ve listed them here to help you get answers, fast. If a question you have is not answered here, don’t hesitate to contact us!
General Ordering Information
What happens once I place my order?
Will I see a proof before my order goes into production?
Do you require minimums for ordering?
What if we want to add our names to the garments?
Can I change my order?
Can I cancel my order?
Do you charge sales tax?
Do you accept returns?
ARTWORK
Will I get a logo proof?
How much does it cost to add my logo?
Can I add 2 logos to each item?
Can I use 2 different logos on my order – one logo on some items and a different logo on others?
What kind of artwork can I upload?
Do you keep my art on file?
What types of decoration methods do you offer?
Can you match my PMS or Pantone color?
How do I send in my artwork?
SHIPPING INFORMATION
How long will it take to receive my order?
How much does shipping cost?
Can I ship to multiple shipping addresses?
Do you offer expedited shipping?
Can you meet my in-hand date and do you offer rush orders?
Will I receive tracking information?
Where do you ship from?
Do you ship internationally?
PRICING
How does pricing work?
Do you offer Volume discounts?
Do you offer Wholesale pricing?
SAMPLES
Do you offer samples?
CUSTOM COMPANY STORES
Do you offer custom websites for my group to order from?
Service Responsiveness
How quickly can I expect a response from your customer service team?
What is your typical turnaround time from order placement to proof approval?
Who do I contact if my order is stuck in the proofing stage?
Customer Feedback & Ratings
What do I do if my experience didn’t match what I expected?
Price Competitiveness
Are there extra fees I should know about before placing my order?
Why am I being charged for excess stitches, and how is that calculated?
Is there an additional cost for multiple thread colors in my design?
Can I get a full price breakdown before committing to an order?
Are there ways to reduce my total cost (e.g., simplifying my design)?
Quality & Craftsmanship
What quality control steps do you have in place before shipping?
What should I do if my logo placement is off or the colors don’t match?
What is your policy if I receive an item with embroidery errors or poor quality?
Can I request a sample before placing a large order?
Are there ways to reduce my total cost (e.g., simplifying my design)?
Delivery / Fulfillment Speed
What are your standard production and delivery timeframes?
How will I be notified if there’s a delay with my order?
Do you offer rush or expedited production options?
What factors could cause my order to be delayed?
Competitive Differentiation
What does Threadfellows do differently from other embroidery companies?
Do you make any environmental or sustainability claims, and what’s the proof?
How can I verify the ethical sourcing or eco-friendly claims on your products?
Why should I choose Threadfellows over a cheaper competitor?