Q: Will you send me a catalog?
A: Yes, Threadworks Embroidery will be glad to send you catalogs from many of our vendors. Please e-mail customer service at [email protected] be sure to include the company name, contact name, and complete mailing address.
Back Orders
Q: What does it mean for an item to be on backorder?
A: Items that are on backorder are items that are normally stocked, but may be low on stock or out of stock at the time of order. Items will return to stock shortly. Your back ordered item, when available will be shipped.
Q: Why didn't the website tell me the item was backordered before I purchased it?
A: We do apologize. Numerous orders are processed each day, while this is no excuse, regrettably backorders do happen. Since we are a national embroidery Company, when a backorder occurs, it is a National Backorder. Meaning the manufacturer of the item is also out of stock on that item. There are two most likely reasons for this. If the quantity of the item you selected is low and multiple orders come in for the same item that exceeds our current stock, then a backorder occurs. Other parts of your order are processed and shipped to you (with your approval) with a packing list that indicates a backorder on that item.
Also, our computer inventory levels may not match our actually inventory levels in the warehouse. It doesn't happen all the time, but to be honest we make a few mistakes from time to time. For example, if our inventory system indicates one case of 100 shirts, size medium royal blue. We should have enough to fill your order, but suppose when the order is actually pulled to be shipped our warehouse discovers the wrong size or color are actually in that box and not the size that you need. A backorder will then occur. We will ship your other items (with your approval) now and when the backordered item is available it will ship to you.
Q: Can I Cancel a Backordered Item?
A: Yes, provided the item has not shipped yet or been customized, we will be happy to cancel any backorder, occasionally a re-stocking fee may apply. Please contact one of our customer service representatives. All cancellations require confirmation from our customer service department at 866-440-2739. We must tell you that the order has been cancelled.
Email Questions
Q: I've written to customer support, but I haven't received a response! Why?
A: There could be several reasons for this however; the most common may be your email spam filter settings. Many email programs have spam filters that mistake our emails or email order receipts as spam. This is especially true if you use AOL, EarthLink, Hotmail, MSN, Yahoo, or any other internet based email program with a spam filter, please check your junk mail folders and trash folder! If you have e-mailed over the weekend or on a holiday, also please allow for extra time before you will receive your response, typically you will receive a response with in 24 hours.
Embroidery / Custom Logos
Q: How do I place an order with embroidery on your website?
A: First, select the item you wish to purchase and add it to the shopping basket. Then select the type of embroidery you wish and add the embroidery to your shopping basket. Repeat this process for each item or different embroidery you wish. For more details visit our Embroidery-logos page.
Q: Can you embroider a name and what does it cost?
A: Yes, We can embroider a company or individuals' name. Simple text can be embroidered directly on any garment. Please see pricing for more information.
Q: Can I get our company logo embroidered on one of your shirts or jackets?
A: Yes, We can digitize your logo and embroider it onto any garment that we sell. For more details visit our embroidery-logos page.
Q: Why do you need to digitize my logo, can't you use a simple jpeg, gif, or image file?
A: No, you cannot. Before any design can be embroidered, it needs to be converted into a special format that is accepted and readable by the computerized embroidery machine. This digitized file basically tells the embroidery machine where, how, and which colors to use while stitching the logo. Our digitizers have years of experience to provide you with a great looking logo.
Q: Do you charge to digitize my custom logo?
A: Yes, A one time non-refundable digitizing fee will be required, digitizing fees range from $50.00 to $95.00 for chest logos. The one time fee will be charged to digitize your logo into a special sewing machine file. A sew-off sample will be created and sent to you in a digital photo with in approximately one week for your approval or suggested changes. We want your logo to be perfect! Once the final version of the logo has been approved by you, it will be assigned a part number and remain in our files for future orders. Remember that once the logo has been approved it cannot be changed.
Q: What if I don't like the way you digitized our logo?
A: We will redo it until we get it exactly how you want it. Our digitizers have years of experience to provide you with a great looking logo. We want you to be totally satisfied with your embroidery.
Payment Questions
Q: Do you accept Pay Pal as a payment method?
A: Unfortunately, Threadworks Embroidery does not accept Pay Pal as a payment method at this time.
Q: What forms of payment do you accept?
A: We accept Discover, Master Card, and Visa Credit or Debit Cards. Also paper checks and money orders with conditions. In addition, Government, School/University, and Corporate Purchase Orders are accepted. Credit approval is required prior to accepting the first purchase order.
Q: Can I send you a check?
A When purchasing product with a check, an invoice will be generated immediately. The check must be mailed to us; once the check has cleared we will produce the order and ship it with in 2 days or clearing. The check must reflect the accurate sales total (accounting for product, any fees, and shipping charges). Insufficient funds will delay the shipment of your product. Contracts can be put in place to waive this policy.
Q: Is it safe to purchase online with my Credit or Debit Card?
A: Absolutely. We use the industry-standard secure software technology, Secure Sockets Layer (SSL), to ensure that the information you enter on your online order is transmitted securely from your web browser to our facilities. The SSL software encrypts your order information to prevent the decoding and misuse of your information by unauthorized individuals. Credit card information is removed upon completion of the online credit card approval process. Credit card information is NOT kept on our internet servers.
Q: Do you accept International Credit or Debit Cards?
A: NO. We do NOT accept international credit cards. Credit cards must have a valid billing address within the United States of America.
Returns / Exchanges / Cancellations
*PLEASE SEE RETURN POLICY*
Q: I just placed my order, but I need to make a change to it. How can I do that?
A: We apologize, but we may be unable to make any changes to orders once they have been placed. Due to the speed at which orders are processed however, please feel free to call our toll free (866) 440-2739 we will do our best to assist you!
Q: I changed my mind, can I cancel my order?
A: Yes, restrictions will apply. Please see return policy We will be happy to cancel any backorder provided the items have not yet shipped.
Shipping Questions
Q: How much does shipping cost?
A: Shipping Charges will be calculated during the check out process. Shipping costs are based on weight of the order and how far your location is from our warehouse. Select your items, start the check out process, you will be shown your shipping charges before you enter your credit card information.
Q: How long until I receive my Order?
A: UPS Ground: UPS ground which normally takes 2-8 business days for delivery, depending on how far your address is away from our warehouses, please see our shipping map.
3 Day Select: (3 Day Select is twice as fast as Ground) Selecting 3 Day Select does NOT mean you will receive your order three days after the order is placed. Rather, you will reduce your shipping time to three business days. 2 day as well as next day are available with the same principals.
Q: How can I track or check the status of my Order?
A: Customers who wish to check on the status of their order may e-mail us at [email protected] or call 866) 440-2739 during operating hours and request the status of their order. If possible, please have the order number readily available as this may expedite the checking of the status of your order. Online orders may be checked by logging in and going to status
Q: Do you offer Saturday Delivery?
A: Yes, Threadworks Embroidery does offer Saturday delivery, UPS has a substantial rate increase for this service, and it is not available in all areas.
Q: I ordered using UPS 3 Day. More than 3 days have passed and I still don't have my package. Why?
A: UPS 3 Day Select refers only to the shipping method once your order actually ships and not that you will have it in 3 days. Saturday and Sunday are not counted as part of the 3 days. Customers who wish to check on the status of their order may e-mail us at: [email protected] or call (866) 440-2739 during operating hours, Monday - Friday, and request the status of their order. Online orders may be checked by logging in and going to status
Q: I ordered several items, but I did not receive all of them in my shipment. Where are the rest of my items?
A: We make every effort to ship your entire order at the same time. However, if an item is backordered, we don't want to hold up your entire order. So, we send you the in-stock products right away, with your approval. We ship the backordered products as soon as they arrive, unless you notified us to cancel back orders. We will try to email you as soon as possible when we find out that an item is on backorder.
Q: Will you ship to my PO Box address?
A: We will ship to PO Boxes. UPS will not deliver to P.O. Boxes. We will use the U.S. Postal system; this may slow the process some.