Custom Design Policies

We take your custom order to heart and want to ensure it is exactly as you want it. We pride ourselves in customer service and your satisfaction.

How your order is processed

1. During the ordering process your sales representative took down your design information, including color choices, font choices, design choice and lay out of your design.

2. Based on this information, your order is transferred to our design department where all of your specifications are translated into stitches. This is the digitizing and design process.

3. When our design department is finished with your order, you will see a proof on our web site. You need to review it carefully and click on the email link to give your approval.

4. Once we receive your approval, your order is sent to our production department for processing. This can take 2-3 weeks, unless you selected our RUSH ORDER service.

Design changes & revisions

1. During the approval process (step 3 above), we can make revisions at NO COST to you IF the revision is an error on our part. Minor changes can usually be made at no additional charge(for example, if you forgot to add a word on your order or if you want to delete something from the design). HOWEVER, design layout changes, graphic image changes or a complete re-work of your design incurs an additional charge, depending on the change. We will let you know the cost prior to changing your design.

2. Changes AFTER you have already given your approval ALWAYS incur an additional charge. The minimum charge for pulling your order back from production is $20.00. There will be design revision charges in addition to this, depending on what the change is. We will always let you know what the cost is prior to any edits.

3. If you request a design change after your project has been stitched, no changes can be made However, if you really are unhappy with the design you approved, please call us so we can help you re-order the item. The bottom line is that we want you to be thrilled with your order!

Thank you!