Sandpiper Embroidery




Frequently Asked Questions

Which credit cards do you accept?

        Visa, MasterCard, Discover, and American Express are accepted as well as debit cards which bear the Visa or MasterCard logo.

Can I cancel my order?

        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.

I cancelled 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 over it.

        Personalized items and special order merchandise are not returnable.

        Merchandise can only be returned if damaged or defective.

What happens 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 time.

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 minimum.

        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.

What machine 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 address state.

How long will it take to receive my order?

        The standard shipping time for orders shipped UPS ground is 5- 10 business days.

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.

How are 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.

Making a copy by any means of Sandpiper Embroidery images or designs, is a violation of copyright law. The design software is licensed to the original customer for embroidery use at one location only.
Copyright 2005, Sandpiper Embroidery, All Rights Reserved.

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