Personalization FAQs

Last updated: November 1, 2018

 


Q: What thread colors do you offer?
 A: We have hundreds of thread colors available for the items we do in house.  However, in an effort to not confuse buyers we try to limit the ones we show to a minimum.  If you visit our thread color page you will see examples of them.  If you are trying to match a specific color please feel free to contact one of our customer service representatives.  We carry most of the PolyX 40 (Exquisite) threads in addition to may colors from other brands like Isacord, Madiera, Isafil and more.  For personalized items that are drop shipped directly from our manufacturers there should be links to thread color and font information on that products page.  Once again if you have questions ask.

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Q: What embroidery or monogramming fonts do you offer?
A: Just like threads we have a multitude of font options.  In an effort not to overwhelm the customer we try to list our most popular ones on our 
embroidery font page.  You can click on the image of each font to open a page showing all the letters available in that font.  Some are more suitable for monograms while others are more suited for names or text.  Since we don't want you to be without options if you don't like any of the ones shown you can download our entire font collection by clicking the link above the pictured fonts.  It is a big file and may take a little time to download.  If you want one of these fonts be sure to select "other" for the font when ordering the product and then enter the font information in the comments section when you check out.  On products that are drop shipped directly from our suppliers you have a more limited selection.  That information should be listed somewhere on the products page.

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Q: Do you take custom orders?
A: Yes we do.  One of the great thing about owning our own production equipment is we can handle customer work.  We have thousands of embroidery designs and image files we can use to help you with your customer creation.  If you use stock designs or your own artwork you might be surprised to find out there may be little if any difference in cost.  The best way to find out more is to contact one of our customer service representatives and let them know what you are thinking about.  They can have one of our designers get in contact with you to set everything up.

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Q: How long will it take my personalized order to ship?
A: Our standard time is 5-10 business days, but that will vary depending on the time of year and the number of orders we are processing.  It will also vary based on whether it is done in house or done by one of our partners and shipped directly to the customer.  Our busiest times of the year are around mothers day, graduation, back to school and during the Christmas season.  We do our best to try to ship things quickly and many orders are actually shipped within 24 hours.  If quick turnaround is an issue please contact us before ordering and make sure you put notes in when you checkout and we will do our best to accommodate your needs.  If for any reason personalization will take longer than our standard times we will also notify you to let you know and allow you to make a decision on whether to cancel the order or continue with it's processing.

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Q: Can I get a sample sew out before production?
A: Normally, we do not do this except on custom work.  However, we can gladly send you an email with an image showing what it should look like when completed.  This can especially be helpful when deciding if a particular embroidery or printed font looks good.  For work did in house, if you would like us to do that please contact us and let us know.  Note, it could delay the shipment of your order as it will take time to process your proof and wait on approval.  If you absolutely need a sew out or a sample please let us know.  There will be an additional charge, but we will do our best to try to accommodate your needs.

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Q: Can I have my logo or company name put on something?
A: Yes, this is considered custom work.  Contact us and we will have one of our designers contact you to get all the details.  On logos and similar items we will need a signed release from the owner of the logo. We can provide a form if needed.  It is strongly recommended that you review our Intellectual Property Rights FAQ page and read over our Intellectual Property Rights policy as ultimately it will be your responsibility to make sure you have the right to reproduce it.  If you have any questions feel free to contact us.

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Q: What is digitizing?
A: Digitizing is the process of converting an image or logo into a file format that an embroidery machine can read and sew out.  It tells the machine where each stitch goes and when it changes color.  It is a required step in sewing out any embroidery item.  There is a charge for doing this based on the size, complexity and stitch count.  If you are using a stock design or simple text you will not have to worry about digitizing since these items have already been digitized.  If you have a picture or logo that has never been digitized then this is something that will need to be done.  You can have it done locally and send us the file.  We may be able to use a file from another company if you already have had this done.  Each file is specific in size and in type of material it is designed for, but assuming you are doing the same thing you have already done we can most likely us the file.  If you have any questions please don't hesitate to contact us.

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 Q: I Have a picture of my logo can you embroider it for me on something?
A: The answer is it depends.  In order for something to be sewn it needs to be converted into a stitch file the embroidery machine can use to tell it where and how to sew.  The process of converting a file is called digitizing (see above).  If you did not already have the logo or image digitized then we would first have to do that before it can be sewn.  There would be a one-time charge for doing that.  You will need to contact one of our customer service representatives to help you with that.  If have already got it digitized at the same size for the same type item that you are looking at then you can always send us that file to look at.  If we can use it then there would be no need to pay have it done again.  It is strongly recommended that you review our Intellectual Property Rights FAQ page and read over our Intellectual Property Rights policy as ultimately it will be your responsibility to make sure you have the right to reproduce it.  If you have any questions feel free to contact us.

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 Q: The monogram I got is not the correct letters or is in the wrong order, What do I need to do?
A: First you will need to review your order online or on the included packing slip. While we may catch obvious misspellings we typically run the letters exactly as they appear on the order.  With that said we do make mistakes.  If your order shows something different than what was done contact one of our customer service representatives as soon as possible.  They will lead you to what you next step might be.

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Q: What order do the letters typically go in a three letter monogram?
A: Monograms in which the middle letter is bigger than the other letters typically go first name, last name and then middle name.  For some male monograms in which all three letters are the same size, for example Block or Hunter Roman, the initials are typically arranged first name, middle name and then last name.  If in doubt please contact one of our customer service representatives since we will sew the letters in the order in which you put them in your order.

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Q: Do you proof my order for spelling errors?
A: We may catch obvious errors, but typically do not spell check your order since much of the order processing is automated.  Thus, it is EXTREMELY IMPORTANT that you review all the fonts, thread colors, spellings, etc before your order is submitted.  If you notice something after submitting your order contact us as soon as possible and every attempt will be made to make the correction before production.

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Q: How do I place a reorder? 
A: If the order was made through our website and you are a registered customer you can simply log into your account, bring up completed orders, select the order you would like to reorder, select the item you want to reorder and simply select reorder to add it to your cart.  If you have a personalized item it may force you to do the order manually as it will not bring over the personalization information.  If you need to reorder a custom order contact one of our customer service representatives with the you customer information and order detail.  There is a good change we still have the artwork or embroidery files saved on our server in which case we would simply take your order and send you an invoice.  Once the invoice is paid production on your order would start.

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Q: Do you offer rush or expedited production?
A: Normally our turnaround times are pretty quick.  While we don't officially offer rush production you can always contact one of our customer service representatives to see if we can meet your desired time frame. Every effort will be made to meet your needs.

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