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Customer Service

Thank you for choosing Embroideryondemand.com- At Embroideryondemand.com, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

Contact Information

Embroidery On Demand, LLC 1118 Coronita Way Fenton, MO 63026 Phone :(636) 343-5309 Email : info@embroideryondemand.com

Ordering Online

Shipping

Returns

Privacy Policy


Ordering Online

What is included in the price?

Our custom embroidery price structure is simple. The first embroidery location (like left chest) is included in the price of the item up to a 4x4 design with up to 10 colors. We do not price by stitch count but rather by size and number of colors to make it easier for you, our customer. The exception to this is if your 4x4 design has an extreme amount of stitching or machine time. That is usually only the case with patch style logos where the background is solid stitching instead of letting the material of the garment show through. Please call us if you are unsure if your logo falls into this category.

On apparel, you may select the option to add a name to a second location (say the right shirt front). A second location embroidery or decoration is not included in the initial price.

If you are interested in having a larger or more complex image embroidered, please contact us at customerservice@embroideryondemand.com or at 636-343-5309 for a quote.

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What is the embroidered logo set-up fee?

In order to use your logo for embroidery we need to convert the graphic image to an embroidered image. This set-up process to convert it into an image that can be stitched by the embroidery machines will only have to be done the first time we use the graphic. We will not have to do it again for future orders as long as the logo has not changed.

The one-time cost for converting the graphic is $75 for a jacket back size or $35 for a left chest size (typicallyt up to 4" x 4"). With an initial order of $400 of merchandise or more, after discounts are applied, we will waive this fee.

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Is your web site secure?

Shopping with your credit card with Embroideryondemand.com is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

 

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Can I order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order. Call us anytime Monday thru Friday between 9am and 5pm Central Time. Our number is:(636) 343-5309.

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Payment Options

We accept Visa, Mastercard, American Express, Discover or PayPal as forms of payment.

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Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Tax

You will only be charged tax if you are a resident of Missouri. We are required by law to charge sales tax on orders shipped to Missouri addresses, which is calculated and itemized during the online ordering process. No sales tax will be applied to orders shipped to addresses in other states.

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Shipping

We ship via UPS. If you live in the St. Louis, Missouri area and belong to one of the many swing dance clubs we will deliver to the club at one of their regular dances. Just select the local pickup option at checkout.

Orders of $150 or more will receive free shipping.

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Where we ship

We ship to addresses within the 50 states of the US and APO addresses.

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Delivery times

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. Since your garments or items are being personalized specifically for you it will take a day or two longer than those same items non-personalized. We will do our best to make the turn around time as short as possible but remember we are create your custom order after you place the order. If your order is received, the inventory is in stock and your credit card information matches the information you supplied with your order, here is what you can expect:

UPS Domestic: Ground - Your order will usually leave our facility within 8-10* days of when your order is placed. UPS picks up from our facility at the end of the day during the week, so the following day (M-F) is considered shipping day number one. To judge how long it will take UPS to get your package from our facility to your doorstep, you can visit UPS.com. We ship from the following zip code: 63026

3 Day Select- Your order will usually leave our facility within 8-10* days of when your order is placed. UPS picks up from our facility at the end of the day during the week, so the following day (M-F) is considered shipping day number one. Your order will arrive on your doorstep in three days, starting with shipping day number one.

2nd Day Air- Your order will usually leave our facility within 8-10* days of when your order is placed. UPS picks up from our facility at the end of the day during the week, so the following day (M-F) is considered shipping day number one. Your order will arrive on your doorstep in two days, starting with shipping day number one.

IMPORTANT EXCEPTIONS: UPS does not pick up or deliver orders on Saturday, Sunday, or major holidays. The days that UPS is not picking up or delivering are NOT considered shipping days. When counting up your shipping days, consider this important information.

Pleae note that we are not responsible for UPS' performance. Once a package leaves our facility, it is out of our hands. If you need to file a claim for a package that was lost during shipping, please contact our shipping department, and we will file the claim, on your behalf, with UPS. UPS only guarantees and accepts claims for fast shipments, (not ground). UPS does not guarantee all air shipments during the Christmas holiday. Please see their website for all details.

*Customers needing to have their logo or artwork digitized for the first time will need to add 2-4 days (M-F) to the estimated shipping time.

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Method of delivery

The majority of items are shipped via UPS or USPS, but for larger orders we might use specialized freight carriers. 

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Returns & Exchanges

Returns

We want you to be happy with your order! However, embroidered or decorated items can only be returned if the item is defective. In such cases, we will replace the item at no cost. If you have any problems with products, you must notify us within 5 days of receipt of the order.

Garments that are embroidered or decorated in any way cannot be returned for size issues.

Garments ordered without decoration can be returned. However, there is a $5.50 restocking fee. 

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Cancelations

If you wish to cancel your order please call us at 636-343-5309 as quickly as possible and definitely within 24 hours of placing the order. If embroidery has already been started then we regret that we will not be able to accept the cancelation.

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Our Privacy Guarantee to Our Customers:

We will never sell, borrow, trade or loan your information to any other site or company. Your information will stay on our computers, secure and private. Financial Infomration is not stored in any computers in our offices. It may be stored by our web host only if you have selected to store that information. You can rest assured that your information will always remain private and secure. Guaranteed.

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