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Frequently Asked Questions

How long does the process take?

Why is there a setup (digitizing) fee when my logo is already in a digital format?

What's a "normal" digitizing fee?

Do I only have to pay the setup fee once, or with every order?

How much will the embroidery cost?

Can you do rush orders?

What payment methods do you accept?

Can you match Pantone (PMS) colors?

Can I use the same logo for shirts and caps?

Can you embroider the backs and sides of caps?

Can a logo be resized from a left chest size to a full back size (and vice versa)?

Do you have any minimum order size?

How do I get my logo to you for a quote?

Can I purchase items without embroidery?

Do you charge sales tax?

What is your return or exchange policy?

Do you embroider patches?

Will you embroider on something that I provide?



How long does the process take? Plan on two weeks for us to ship your order from the date we receive your approval of the logo sewout and apparel order. This a standard time throughout the year. November and December are our busiest months, so plan on three weeks during the latter part of the year. We may be able to meet your needs in less time than that. Let us know what your needs are and we'll let you know if we can help.

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Why is there a setup (digitizing) fee when my logo is already in a digital format? Digitizing, or punching, is the process of converting your artwork into a digital code that can be read by our advanced embroidery machines. This new code provides the instructions to the embroidery machine's operating system which, in turn, tells the embroidery machine's frame how to sew the design. Our digitizing artist uses very specialized (and expensive) embroidery digitizing software to interpret your particular artwork design into a digital embroidery pattern. Digitizing is both a technical and a creative process. It's much more than most people might imagine - a lot of people think their design will just be 'scanned'. While the digitizer may begin with a scan or a graphic file, she has to tell the embroidery machine where to put each stitch, and in what order to sew your design - including where to stop, trim the threads, and switch to a different color. Poor digitization WILL result in a poor-looking design. Saving a few dollars on a one-time digitizing fee and ending up with a poor-looking logo is no bargain. Some embroiderers even tout their "free" digitizing. If you really look at their prices, the digitizing is simply built into the selling price of the item. That means on future orders, you'll be paying for the "free" digitizing with every order, instead of just once with us. If they say they have "FREE" embroidery, try sending them a shirt and see if it's really free (or once again built into their prices).

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What's a "normal" digitizing fee? Digitizing fees are based on the number of stitches in the design.  A larger design or one with more stitching (as compared to one with more unstitched areas) will cost more. That said, most left chest and cap designs fall in the $45 range. and it is a one-time fee. This fee is waived for orders of 145+ pieces.

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Do I only have to pay the setup fee once, or with every order? Digitizing fees are a one-time thing. As long as you use the same logo, there are no further 'setup' fees for subsequent orders.

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How much will the embroidery cost? Embroidery costs are based on the number of stitches in the design and how many articles we're embroidering with the exact same logo (to include thread colors). See our Embroidery Pricing page for more details and examples.

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Can you do rush orders? Yes, we can do rush orders. Each rush order is quoted individually based on your needs and our adjustments needed to meet them. We don't have a flat rate which might overcharge you. We look at each situation individually and account for overtime needed, express shipping costs, etc. Let us know your needs, and we'll give you a detailed quote.

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What payment methods do you accept? We use PayPal which accepts VISA, MasterCard, Discover, and American Express. Once you are an established customer, we may accept purchase orders to be paid by check.

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Can you match Pantone (PMS) colors? While no embroiderer can possibly match every Pantone color (there are over 1000 Pantone colors and not nearly that many thread colors), we understand the system and will work with you to ensure you are satisfied with the thread colors used for your logo.

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Can I use the same logo for shirts and caps? You can use the same logo for shirts and caps, with some exceptions. First, cap logos can usually be no taller than 2.25" tall, while shirt logos may be taller. Second, cap logos need to stitch from "bottom up and middle out" meaning that the stitching needs to start at the bottom middle of the design and work towards the top and edges as it progresses. This is due to the fact that caps are gripped (hooped) differently than shirts (since a shirt is flat and a cap is curved). If the logo was initially digitized only for use on shirts and you want to put it on caps at a later date, we may need to edit the original file (usually for a $25 fee) to be able to embroider well on caps.

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Can you embroider the backs and sides of caps? We can definitely embroider cap backs and sides.

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Can a logo be resized from a left chest size to a full back size (and vice versa)? Logos can be resized a little bit (usually about 10%) without incurring an additional charge. Changing from a left chest size to a full back size would an require a completely new digitization of the logo.

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Do you have any minimum order size? We have no minimum order size, but apparel and embroidery both cost less in quantity.

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How do I get my logo to you for a quote? Send an email to logos@EZThreadz.com with your logo attached in a .bmp, .jpg, .gif, or .pdf file format. JPG is our preference. Tell us what size you want your logo to be and what you want to put it on (caps, shirts, fleece, etc.). Standard size for logos is no more than 3.75" x 2.00" wider than they are tall [or vice versa].  2.50 inches on a side is standard for logos as wide as they are tall. Cap logos can be no taller than 2.25" or wider than 4.5". Visor logos can be no taller than 1.25" or wider than 4". Often, the limiting factor in a logo's size is small lettering or a thin, small part of the artwork. If we think something needs to be changed, we'll let you know.   

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Can I purchase items without embroidery? Absolutely, we are focused on keeping our customers satisfied.

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Do you charge sales tax? We are required to charge sales tax within New York.

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What is your return or exchange policy? Due to the custom nature of embroidery and heat transfers, we cannot accept returns or exchanges unless the item has a clear manufacturers or decoration defect. All requests for returns must be made within 10 days. Please send us an email to returns@EZThreadz.com with the following information: your name, invoice number, the items to be returned, and the reason for returning them. We will promptly review your request and issue you a Return Authorization Number if warranted. We will then send you a prepaid shipping label for you to use. No returns will be accepted without a Return Authorization Number. Orders returned COD will be rejected.  We will notify you of your refund via email once we have received and processed your return. Credits are not processed until the merchandise has been returned and inspected. Refunds will be credited back to your credit card. In the event you paid by check, we will issue you a check for your refund. Once you have received your prepaid shipping label, mark your Return Authorization Number clearly on the box and ship the package to the address on the label.

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Do you embroider patches? No, we don't embroider on patches - only directly on apparel.

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Will you embroider on something that I provide? We prefer not to embroider on customer provided items because the machine has been know to eat the article.  If the machine does eat the article provided, EZThreadz will replace the article with a SIMILAR item provided by our suppliers. Not brand name for brand name.