Frequently Asked Questions

Custom Orders

How do I start a custom order?
Use our Start a Custom Order form and include the item, quantity, embroidery or printing method, placement, preferred colors, and the date you need it.

Does submitting the form confirm my order?
No. The form begins the quote process. Your order is confirmed after we review the request, provide pricing and availability, and receive any required payment.

Will I receive a proof before production?
Yes. Custom artwork, spelling, placement, and major details must be approved before production begins.

How long do custom orders take?
Most standard projects are estimated at 7 to 10 business days after artwork approval and after the required garments or materials are available. Larger, detailed, or rush projects may require additional time.

Do you offer rush service?
Rush service may be available depending on the production schedule and may include an additional fee.

Artwork and Embroidery

What artwork should I provide?
Clear PNG, PDF, SVG, or other high-quality artwork is preferred. Embroidery designs may require digitizing before they can be stitched.

Are digitizing or design fees included?
Digitizing, artwork cleanup, and design preparation may be quoted separately depending on the complexity of the design.

Can I bring my own apparel?
Customer-provided items may be accepted after review. Items should be new, clean, and suitable for embroidery or printing. Manufacturer defects and pre-existing damage are not the responsibility of Threads of Grace.

Pickup, Shipping, and Returns

Do you offer local pickup?
Yes, when available. Please wait until you receive a ready-for-pickup notice before arriving.

Do you accept returns on custom products?
Personalized and made-to-order products are generally final sale after artwork approval and production begins, except when there is a verified production defect or an error made by Threads of Grace.

Do you offer bulk pricing?
Yes. Bulk pricing depends on the item, quantity, decoration method, stitch count, number of placements, and artwork requirements.

Still have a question? Please use our Contact page or submit a Custom Order request.