How your order is made
1 — Design (1–3 days). The moment you place your order, our designers get to work turning your photo into an embroidery design by hand.
2 — Production (2–3 days). Most pieces are made in 2–3 days. A few need a special process and can take a little longer.
3 — Shipping (7–10 days or sooner). Once production is done, your piece is carefully packed and shipped. Delivery usually takes 7–10 days, and you can choose faster shipping at checkout.
During peak season or bad weather, some deliveries run a few days late. We don't send designs for approval before production. Thanks for understanding.
Tracking
Once your order ships you receive a tracking link by email, so you can follow your package the whole way.
Changes to your order
You can change your order within the first day after placing it. After that production has started and changes aren't possible. Email us with your order number as soon as possible.
Returns
Every piece is personalized and made to order, so we don't accept returns or exchanges. There is nothing to ship back.
That said, we stand behind what we make:
- If we make a mistake on your order, we'll send you a new piece completely free.
- If your package is lost in transit, we take full responsibility.
- If you're not completely happy, reach out and we'll work with you to find a solution.
Order protection
At checkout you can add order protection, which covers your order against loss, damage and theft while it's on its way to you.