Frequently Asked Questions
cards do you accept?
Visa, MasterCard, Discover, and American
Express are accepted as well as debit cards which bear the Visa or MasterCard
Can I cancel
Yes, you can, as long as the item has not
been shipped. Unfortunately, if the item was shipped we have no way of
protecting the downloading or copying
of designs onto your computer hard drive. Thus, the designs for all intents and
purposes, have been purchased. Should a design b e corrupted in shipment, you
have three working days to let us know so we may replace the disc. We are not
responsible for corrections after that time.
my order and I haven't received a credit yet. How long do credits take?
We submit all requests for credits within 24
hours of receipt; however, it may take 7 - 10 business days for you to receive
your credit. You should
see this on your next credit card statement or the following one, depending on
where you are in your billing cycle.
Can I return
an item that is damaged, defective, or I just don't want?
If, within 3 days, you are not
satisfied with your purchase due to a defect in the program, we will replace the
item or provide a credit for the full merchandise
amount less any shipping charges.
Custom digitizing is not refundable or returnable.
..........refused, and the carrier will charge you freight in both directions.
Please return your merchandise in the original box and packing materials.
Please include the sequence sheets. Do not destroy the disc, erase it, or write
Personalized items and special order merchandise are not returnable.
Merchandise can only be returned if damaged or defective.
is my order doesn't arrive?
Orders are filled as soon as the
orders are processed. Often after a show, it takes two weeks to process the
orders, another week to fill them and a few
days more to ship them. As we are a small company, we ask for your patience. If
you have a special need or are trying to fill your own embroidery orders,
let us know and we will try to accommodate you. We may offer one of the
following options should there be and unacceptable delay:
Offer an ALTERNATE shipping date
You can wait for the new delivery date, or cancel for a full refund at any time
prior to shipment.
CANCEL your order. On rare occasions new circumstances come to our attention
after the placement of your order.
Therefore, we reserve the right to cancel your order for a full refund at any
How do you
charge for custom digitizing?
Typically we charge $15.00 per thousand
stitches, providing we are supplied with clean camera ready art work. Sketches
and photographs are
not camera ready. Should a design be very complicated or the customer has some
special requirements we will look at the design and give an estimate.
Left chest designs up to 16,000 stitches are charged a maximum of $175.00. Full
Back designs up to 80,000 stitches are charged a maximum of $475.00.
We charge $5.00 per thousand stitches over the maximums. We have a $50.00
We have a full time artist on staff to create custom art work or logos. Art
charges start at $60.00 per hour with a minimum 1 hour.
formats do your designs come in?
We write all our designs to most popular formats. TAJIMA, FMC, FDR, MELCO, MELCO
PREMIER, MELCO STELLAR, PFAFF, BROTHER, ZSK,
PES, HUS, AND OTHERS. We DO NOT have CONDENSED formats, and we DO NOT have what
some call Melco DOS.
Let us know what machine you are running and the..................suggestion.
Most of our discs are shipped, however we do email single designs.
Why was I
charged sales tax on my purchase?
State tax is applied to an item if
Cendant Corporation or the shipping vendor conducts business in the shipping
will it take to receive my order?
The standard shipping time for orders shipped UPS ground is 5- 10 business
Can I have
an order shipped to my P.O. Box?
NO. The vast majority of our merchandise is
shipped via UPS, and a valid street address is needed to ensure proper delivery.
Can I ship
my order to a different address?
YES, When you place your order by phone, just
let us know the alternate address.
shipping charges calculated?
Shipping charges vary according to
weight and destination. Most products are shipped via UPS (because they offer
package insurance and excellent tracking
software). Select products offer an express shipping option for example, Next
Day Air. In most cases, this rapid delivery requires an additional fee.