Custom Order Policy

Every custom project is reviewed individually so we can provide accurate pricing, realistic production timing, and a finished product that reflects the approved design.

Order Confirmation

Submitting a custom-order form is a request for a quote and does not confirm an order. An order is confirmed only after Threads of Grace approves the project, the customer accepts the quote, and any required payment has been received.

Artwork and Proof Approval

A digital proof or written design confirmation may be provided before production. Customers are responsible for reviewing spelling, dates, names, colors, placement, sizing, and other design details. Approval authorizes Threads of Grace to begin production.

Changes requested after approval may result in additional charges or a revised completion date. Reasonable color and placement variations can occur because screens, fabrics, garment construction, thread, ink, and transfer materials display differently.

Digitizing and Design Preparation

Embroidery artwork may require digitizing. Artwork cleanup, digitizing, mockups, and design preparation may be charged separately. Once design or digitizing work has begun, those service fees are non-refundable.

Turnaround and Requested Dates

Most standard custom projects are estimated at 7 to 10 business days after artwork approval and after all required garments or materials are available. Large orders, detailed designs, multiple placements, special-order products, and rush requests may require additional time.

A requested completion date is not guaranteed until it is confirmed by Threads of Grace in writing.

Cancellations

Cancellation requests made before artwork preparation or production begins may be considered. Once artwork has been approved, materials have been ordered, or production has begun, the order may not be cancelled or refunded.

Customer-Provided Items

Customer-provided garments or products are accepted only after review. Items must be new, clean, and suitable for the requested decoration method. Threads of Grace is not responsible for manufacturer defects, pre-existing damage, or material limitations that affect the finished result.

Submitted Artwork and Rights

By submitting artwork, logos, names, photographs, or other content, the customer confirms that they have permission to use the content and authorizes Threads of Grace to reproduce it for the order.

Quality Concerns

Please report any verified production defect or error made by Threads of Grace within 7 calendar days of pickup or delivery and include clear photographs. Approved corrections, replacements, or refunds are determined after review.

Pickup

Local pickup customers should wait for a ready-for-pickup notice and follow the pickup instructions provided. Orders are not available for pickup before confirmation.