FAQ

ORDER PROCESS

Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number.

Initial Email: Within 1-2 business days, your assigned customer service representative will reach out to confirm your logo colors, logo location on the item, and desired decoration method. We will also verify whether you have a firm deadline for the order.

Digital Proof Emailed to You: Within 3 to 5 business days, you will receive a proof via email of your digitized logo.

Proof Approved by You: You must approve your logo proof within 24 hours to keep your order on schedule!  Edits to the logo, or delays to the approval, will likely cause delays to your order ship date. We will not process your order until we hear back from you,

Production: Once the logo is approved, the order goes into production!

Order Ships: Our standard lead times from when the order is placed until it ships out of our facility are 10 business days

You will receive an email with your tracking number when it leaves our warehouse, Ground Shipping typically takes 3 to 5 days for delivery (on top of the 10 business days to process your order).  Expedited shipping is also available for a fee.

GENERAL ORDER INFORMATION

The embroidery is free.  The prices you see include the embroidery in one location.  In addition, there is no logo set-up fee. 

Other companies put a limit on the size of the logo included in their prices or they charge a set-up fee. Most often it is a stitch count limit like 10,000 stitches. Anything over that amount is charged differently.  That's too complicated.  

Yes! Unless it is an exact reorder, you always see a proof of your logo before we proceed with decoration.

We take your logo, set it up for embroidery, actually embroider it on a piece of material and then send you a digital photo of it for your approval.

However, if you are not satisfied with your proof and we are not able to fix it to your satisfaction, we will cancel your order and charge you nothing. To be honest, that does not happen very often.

Creating a proof of an embroidered logo is a time consuming process. That’s why we create proofs of logos only after an actual order has been placed.

Some suppliers do not actually embroider a proof for your approval. Some only provide a screen shot of the artwork. This does not always give you an accurate representation of what your logo will look like when embroidered.

Our standard turnaround time is 10 business days.  

Shipping times will vary based on where we are shipping to and the shipping service time you selected at checkout.

Rush Production service is available find that information below.

The Small Order Processing Fee helps us cover the costs of running small orders and means we don't have to require a minimum order.  The fee of $35 applies to any order less than $300 in merchandise.

To get rid of it, add enough items to your cart that add up to more than $300. Best of all, it can be any item. It does not need to be the same item. So try something new like a cap or bag or different polo shirt. 

We do not require a minimum order.  If you only need a few, you can order just what you need.

Quantity discounts are based on the total dollar amount of an order and NOT the number of pieces in an order. The total dollar amount includes EVERYTHING in the order. You can mix and match any style, size and color to reach the discount amounts. The order DOES NOT need to be all of the same item to achieve a discount.

The shopping cart will calculate the discount at checkout.

They are:
$500 5% discount
$1000 10% discount
$2000 15% discount
$4000 20% discount
$8000 25% discount
$10,000+ are quoted

The quantity discounts apply when the same logo is being applied to all items. If two different logos are being applied different items, but for the same customer, each logo will be considered a seperate order and the discounts will be calculated based on the merits of each.

Customers in certain states may be required to pay sale taxes.  If that is the case, the taxes will be shown in the shopping cart for your location.

If your organization is exempt, go ahead and place the order with sales tax added.  When you get the order confirmation, send us your tax exempt certificate and we will remove the tax.  We can remove taxes until we have received the exempt certificate.

If, for any reason, you need to change an order once it was placed, please contact us immediately. It is possible to change an order before production. But once an order has begun production or has shipped, the order cannot be changed.

In some cases, a change may delay an order. If that is the case we will inform you of that at the time of the change.

Any change of an order after 2 days of an order confirmation being sent may result in a $10 change fee.

You can cancel at any time prior to the order going into production. Once items have been decorated with your logo, we can no longer accept a cancellation.

If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full. If your logo has been digitized & stitched out or issued a proof for approval there will be a $50 set-up fee.

ARTWORK

If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI files. However, we will take whatever you've got.

(NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing.)

Please do not send images created in Microsoft Word or Powerpoint.

Yes.  Once we have set up a logo and produced an order with it, we keep it on file.  We never discard or delete any logos.

Yes! 

There are more PMS colors than thread colors, so an exact match to every possible PMS color is not possible.  But more often than not, we can get really, really close. If you have your PMS color numbers, we encourage you to share those with us in the comments section of the checkout.

We work to make logos big enough so they will embroider well but not too big otherwise they look out of proportion on a shirt.

Most logos end up being about the size of a business card (3.5" x 2").  The maxium size we can embroider is inside of a 4" circle.   On caps, the maximum height of a logo is 2".

SHIPPING AND DELIVERY

We are shipping orders in 10 business days.  Shipping times will vary based on the type of shipping service you select at checkout.  

Rush Production service is available.  See the Rush Service information below for more information.

Yes. Rush Production orders ship in 6 business days.  You can select that option in the shopping cart.

The Rush Production fee is $75 for orders of between 1 and 25 pieces and $85 for orders between 26 and 60 pieces.  For orders of over 60 pieces, please contact us.

If you have a specific date you need the order in your hands, please tell us that at the time of the order so we can make sure to hit your date.

Yes, all of the expediated shipping options are available in the shopping cart for your address.

We only ship to addresses within the United States or to military APO addresses.

BLANK SAMPLES

If you are in need of a sample before the purchase of your group order. Use the Coupon Code BLANK at checkout to remove the Small Order Processing Fee.

Un-decorated samples can be returned for a refund & no additional charges within 30 days of purchase if the style is not chosen by your company or group.

Samples returned within 30 days are eligible for a full credit of the merchandise. Samples returned after 30 days will receive a store credit only. No credit will be issued for samples received after 60 days. 

(Note: All sample orders exceeding $500 will incur a 15% restocking fee.)

Some brands do have a limit on blank samples.  If there is any issue, we will contact you.

Samples can be returned for credit by shipping them back to us at Thread Logic 16775 Greystone Lane, Jordan, MN 55352

PAYMENTS

We accept all major credit cards, Paypal.

We do not offer payment or Net30 terms.

We accept signed and approved purchase orders only from public, government institutions (i.e. public school districts, public universities, and any city, county or state government body).

RETURNS

Because of the custom nature of logo embroidered apparel, the only returns we can accept are for defective apparel or defective decoration. 

We do not accept returns for sizing issues. However we will try and help you out as much as we possibly can, within reason.

If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact your us and we will find a suitable resolution.

Your experience with Thread Logic is important to us and we will do our best to work with you on any issue. We must be notified of all issues within 30 days of receving the order.

OTHER GOOD QUESTIONS

Previous orders can be found within your account. 

However, any order placed before June 24, 2019 will not be listed there.  If you need that information, please contact us at customerservice@threadlogic.com or at 800-347-1612 and we can send previous order information to you.

We only embroider on items purchased from us. 

In general, we do not sell blank apparel.  All of the retail brands we sell require decoration.  

Yes.  Pricing and turnaround for screen printing is different from embroidery.  We do require a 25 piece minimum order for screen printing.

If you would like a quote for screen printing, please contact us.

Yes.  Personalization is an additional $7 per item. There is a one-time set-up fee of $10 names (NOT per item).

We do personalization in either a block or script font.

It is best to provide us with a written list of names.

Yes.  The prices you see on the site include the embroidery in one location. An additional location of embroidery is $6 per location.

If the second location of embroidery is a logo (vs. text) there is a $50 set-up fee.

TRADEMARKS AND LOGOS

If we use artwork you have supplied to embroider your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Certain retail brands have logo use guidelines that Thread Logic follows; we reserve the right to cancel orders with logos that do not conform to those guidelines.