Last updated September 13, 2026
This page explains what actually happens on the production floor: what we need from you, what we guarantee, what counts as normal in a physical process, and what we do when something goes wrong. It sits alongside our Terms & Conditions, which cover the commercial side. Where the two mention the same thing, they say the same thing; if you ever find them disagreeing, tell us and the Terms & Conditions win.
We have written this the way we would explain it across the counter. Decoration is manufacturing, not printing a document, and the honest version is more useful to you than a page of disclaimers.
Vector artwork gives the best result. AI, EPS, PDF and SVG hold their edges at any size. We also accept PNG, JPG, PSD and TIFF, and we will tell you honestly if what you have sent will not hold up at the size you want it.
A low-resolution file pulled off a website cannot be made sharp by enlarging it. If that is all you have, say so early: we would rather redraw it before production than have you approve a proof that was never going to print cleanly.
Digitizing and standard setup for embroidery are free, and we keep the stitch file so a reorder never repeats that work. Screen printing carries a setup charge per screen, because each colour in your design needs a physical screen made for it. That charge is for work done once; see cancellations below.
By sending us artwork you confirm you are allowed to use it. Logos, team marks, licensed characters and brand assets usually belong to somebody, and we have no way of knowing what permission you hold. We may decline a job that looks like it infringes somebody else's mark, and we may stop one partway if that becomes clear.
Nothing goes into production until you approve a proof. This is not a courtesy, it is enforced by our system: an order cannot be moved into purchasing or production without an approved, current proof against it.
When you approve, you are approving all of it: the spelling, the artwork, the colours, the placement, the size of the design and the garment it is going on. Please read it properly. An error that was on the proof you approved is a remake at your cost, and that is the single most common way a job goes wrong for everybody.
If we send a revised proof, the earlier one stops counting. Where a job has several designs, each one is proofed and approved separately, and production waits for all of them.
We quote turnaround from the day you approve the proof, not the day you order, because the clock genuinely does not start until then. It also depends on the blanks being in stock at our supplier, which is outside our control and changes daily.
We will give you a real date once we have your order and your approval, and we would rather tell you an inconvenient date we can hit than a comfortable one we cannot. If a supplier lets us down we will tell you as soon as we know, not when the deadline passes.
We take rush jobs when we can genuinely do them, and we will say no rather than take your money and miss. A rush is agreed in writing with a date, and it depends on you approving the proof promptly. If you are late approving, the rush date is no longer guaranteed. If we miss an agreed rush date through our own fault, we refund the rush charge; the rest of the order is still payable, because you still have the goods.
These are industry-standard tolerances, not excuses. Every decorator works to something like them, and a job inside these limits is a correct job:
Quantities: decoration has a spoilage rate, so we may ship up to 3% over or under the quantity ordered and bill what we actually ship. If you need an exact count, say so and we will buy extra stock to guarantee it.
We are glad to decorate goods you bring us, and many customers do. Two things you need to know before you send them.
We cannot replace a garment we did not sell you. If a piece is spoiled during decoration, we will remake the decoration on a replacement you supply, but we cannot refund the cost of your garment, because we did not buy it and often cannot source it. Send spares. Two or three extra on a run of fifty is cheap insurance.
Tell us what the item is and what it is made of before you send it. Some fabrics and finishes will not take embroidery, ink or a laser cleanly, and it is much better to find that out on the phone than on your goods. We may decline an item we do not think will decorate well.
Customer-supplied goods are counted in when they arrive. We are not responsible for shortfalls in what reaches us, and we will tell you the count we received.
Tell us within 10 business days of delivery and keep the goods exactly as they arrived. We will ask for photographs, and for a few of the affected pieces back so we can see for ourselves what happened. We are not trying to make it difficult; we genuinely cannot judge a stitch fault or an ink problem from a description.
Where the fault is ours, we will remake the affected pieces or refund them, whichever you prefer and we can do fastest. Where we sold you the garment, that refund covers the garment and the decoration. Where you supplied the garment, it covers the decoration only, for the reason above.
What is not a fault: a design you approved on the proof, a variation within the tolerances above, wear from washing against the care instructions, or a change of mind about the artwork or the garment.
Decorated goods are made to your specification and carry your name or logo. We cannot resell them, so they cannot be returned or exchanged because the wrong size was ordered, the job is no longer needed, or somebody changed their mind. This does not affect your rights where goods are genuinely faulty.
Undecorated blanks are different: they can go back within 14 days if unwashed, unworn and in their original packaging, and a supplier restocking charge may apply.
You can change or cancel at no charge right up to the point where we approve artwork for production or order your blank garments, whichever happens first. After that you are responsible for work already done and stock already bought. Once decoration has started, an order cannot be cancelled — the garments carry your logo and have no value to anyone else.
Screen charges are not refundable once the screens have been made, because that work has happened. Embroidery digitizing is free, so there is nothing to refund, and we keep the file for you either way.
Business customers are normally invoiced, with a card or ACH link on the invoice. You can also pay by card at checkout, and there is a purchase order field if your organisation needs one. Card details never touch our servers; payment is handled by Stripe.
On larger or first-time orders we may ask for payment or a deposit before we buy stock. Arizona transaction privilege tax is charged on goods where it applies, and not on freight. If you are tax exempt, upload your certificate to your account and we will remove tax from your quotes and invoices from then on.
We ship by weight, and freight is shown as its own line so you can see it. Collection from Phoenix is free. Risk passes to you on delivery to you or to your carrier; where you arrange your own carrier, it passes when they collect.
Check your delivery when it arrives rather than when you need it. The 10 business day window above runs from delivery, and a box opened for the first time three weeks later is a much harder conversation for both of us.
We keep your artwork, your embroidery stitch file and your screens so that a reorder is fast and identical. Screens are reclaimed after a period of inactivity, and remaking one carries the setup charge again. Your artwork remains yours: we use it to produce your work and for nothing else, and we will not put your logo on our website or social media without asking you first.
If anything here is unclear, or your organisation needs terms of its own agreed before you order, contact us before placing the order rather than after. We would much rather have the conversation early.
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