Frequently Asked Questions

How does the ordering process work?

When you have an idea of what you would like to have decorated, reach out via email, phone, or fax to start the process. Email is the preferred method for fastest response, Sales Representatives may be away from their desk at times. You can also stop by our shop located at 56 Pleasant St. Conway NH to place an order, for help with an order or seeing apparel samples, and picking up orders.


Please have a rough idea of the apparel style(s) you’re interested in, estimated total quantity per design, artwork, and if you have a specific in-hands date when placing an order. Our representatives are available to answer any questions, and help find the best apparel options for your order but having a idea ahead of time will help us streamline your order for a quicker turnaround.  Once we have your order, we can send a digital proof to you for approval upon request for feedback regarding the proper size and colors you’d like. Some embroidery designs may need a secondary approval once the design has been digitized and a sample stitch out has been done.


Once we have your final approval after any changes are made, we will release your order into the production schedule.

What artwork files do you accept?

We can work with almost any type of file format you have, although we try to work with files that have 300dpi resolution or better.


Our preferred file types would be a .AI, .PS, .EPS, or .PDF original master copy of art with layers. Please make sure fonts are converted to outlines, or rasterized unless font file is provided with artwork. Other accepted file types are .JPG, .PNG, .GIF, or Word text documents.

Do you keep our logo on file?

Yes! We keep all digitized designs on file for easy reorders. If you need modification made, we can work with you update those files. If no changes are specified, than reorders would be done exactly the same as previous orders.

Can I specify a PMS color?

Yes, although we can’t guarantee that exact color will have a matching thread available. We can work with you to find a close substitution, but having a Pantone reference does help us know exactly what color you desire. Computer screens and printers can alter the way a color looks on our end so a PMS color code will allow us to see the color in truer tone than any other form.

When will my order be completed?

We generally have a 7-10 business day turnaround from proof approval and finalization of the order before orders ship or are ready for pick up. Holiday season can have up to a 14 business day turnaround time.

How much does shipping and handling cost?

Shipping and handling are calculated when the order is completed once we know the final weight and dimensions of the order, this means price can vary depending on the size of the package(s). We primarily ship via Fedex, but can ship UPS on request.

Can you ship using my shipping account number?

Yes, for Fedex and UPS only though.

What payment types do you accept?

We accept Cash, Check, or Visa, Mastercard, Discover, and American Express.

Do you charge set up fees?

Yes, we have a flat $15 digitizing fee for new left chest/cap design. New back/large dimension designs are priced based on stitch count and can range from $40 – $100.

Can I see a sample before finalizing my order?

Yes, we can do a digital mock up proof upon request so you can see the logo on the items. We also generally do a stitch out sample for your approval for all new designs except typesetting unless requested.

Can I change thread colors and is there a fee?

We can certainly switch thread colors for you as needed to get the best possible result for each item color. There is no fee for thread changes as long as it’s within reason, with the exception of metallic or specialty threads.

What is the cost for artwork/digitizing?

Creation of new artwork will be charged based on the complexity and time required to create. Customer provided designs digitized with up to 15,000 stitches are $15, larger designs are based on the stitch count for the design once digitized. This can range from $40 – $100 depending on size and detail.

How many colors can I use per design?

Our machines can run up to 15 individual colors per design, artwork that consists on more colors will need to be simplified which can be done by you or our digitizers.

Do you offer other styles besides what’s on your website?

Yes, we have access to the largest apparel companies in the United States and we have contracts to purchase anything and everything they sell.


We list the most popular 200-300 items on our website, however, if you need something not shown on our site, we have access to thousands of apparel styles. Local customers can also bring in items to be embroidered if it’s not a style we have access too. Customer supplied apparel is subject to the risk of spoilage just like a regular order, we are not responsible for replacing the cost of an item damaged during embroidery. Industry standard allows for 3% spoilage on most orders, but smaller orders could be subject to a higher percentage.

What is the minimum quantity for an order?

We don’t have a minimum order requirement, but price is based on the total quantity per design. For the best balance of price and quantity, we recommend ordering 24+ pieces when possible.

Do you offer a 100% satisfaction guarantee?

We guarantee to stand behind the accuracy, quality and timeliness of your order.


If for any reason you are dissatisfied with your final products, please contact us directly and we will work out a way to make you whole.


We rarely run into problems with our customer satisfaction, but we are human and sometimes mistakes do happen. Should that happen, we 100% stand behind our commitment to you and our 100% guaranteed satisfaction promise.


We take great pride in the work we do with our customers and believe customer service isn’t a department, but a way of engaging with all of our current and future customers.


We have many satisfied customers and we would appreciate the opportunity to earn your business.