FAQs
Below are answers to some of our most frequently asked questions. If your question isn't answered here, please use the Contact Us page to get in touch!
Q: Do you take outside items for embroidery?
A: Due to the large volume of requests we receive, we are unable to accept customer-provided items for embroidery from new customers. If you are a current customer, you can view our policies on outside items here.
Q: If I want to order something to be embroidered that you don't have listed on your website, can you source it for me?
A: We are happy to help source items if you're looking for something specific! We hold wholesale accounts with many vendors and can often order what you're looking for from one of these partners.
Q: Why do the fonts and designs available vary depending on item on your website?
A: Embroidery fonts and designs are digitized at specific sizes to ensure high quality stitching. The size of the embroidery area varies from product to product (for example, the shirt pocket on our night shirts is much smaller than the space available on a pillow cover). Each product page shows the fonts and designs most appropriately sized for that particular product. If you would like to use a font or design that you don't see listed, please leave it as a question in the Notes box when checking out and we will do our best to make it work!
Q: Can you recommend which fonts will look best with my particularly initials/name?
A: Yes! Some letters, particularly asymmetrical letters, can look very different from font to font. We want you to love the way your monogram looks! If you have requested a proof, you will have the opportunity to review and go back and forth with us until we find a font you love. If you are unsure which font to choose when placing your order, just leave a note letting us know the general style you want (masculine, script, formal, etc.) and asking for a suggestion. If you do not request a proof and we don't think your chosen font is working well for your name/monogram, we will use our discretion to substitute it for something similar.
Q: Can I use a different font than what is shown in the motif/design example?
A: Yes, you are welcome to note if you would like a different font paired with your design. If a font you've chosen is too wide/narrow/tall/short/square/round for the design, we will be in touch with a recommendation for something better suited.
Q: Where is local pick-up?
A: Local, contactless pick-up is in Lutherville, Maryland, near Greenspring Station. You will receive an email with the pick-up address when your order is ready, if you choose that option at checkout rather than shipping.
Q: Can you embroider my logo or another file I have?
A: We can accept .PES and most .DST files for embroidery. Files should be professionally digitized or you risk a poor stitch quality. If you have a logo or other design that you would like us to embroider that is not already in .PES or .DST, we can recommend a professional digitizer to work with (cost usually ranges from $20-40 per size).
Q: How soon will my order be ready?
A: Most in-stock items are ready within about 2-3 weeks of order date, however, if you need an item by a certain date, please contact us first to confirm. During the holidays and other busy times of year, turnaround times can be closer to 4-6 weeks. Many items are available to be upgraded to a rush order. You can choose that option at checkout.