FAQ & policies
Answers to common questions, plus our embroidery disclaimer, privacy policy and terms.
General
What is custom embroidery?
Custom embroidery is the process of stitching designs, logos or text onto fabric using specialized machines. Embroidery uses threads to create a textured, durable design that resists fading and peeling — unlike printed graphics.
What items can you embroider?
T-shirts, hoodies, jackets, hats, polos, chef wear, tote bags and uniforms — and more. We focus exclusively on embroidery, not screen printing.
Can you source a specific brand or blank?
Yes. Our Shop Apparel page lists our go-to catalogs, but we work with additional blank suppliers beyond those. If you can't find the exact piece you're looking for, contact us with the brand, style or look you want and we'll source it for you.
Can I provide my own items?
Yes. You're welcome to supply your own garments after a quick suitability assessment. Please also review our Embroidery Disclaimer below.
Can you embroider caps I already own?
Yes. Bring in your own caps or apparel and we'll stitch them — just make sure they're clean and free of defects. We'll tell you honestly if a fabric won't embroider well before we start.
Can you match my brand colors?
We carry a wide range of thread colors and match to the closest Pantone / Madeira thread equivalents. Because thread differs from ink or screen color, slight variations can occur — we’ll recommend the closest match and note its accuracy before production. More on thread & color matching.
How should I care for embroidered items?
Wash inside-out in cold water, avoid bleach, and air-dry or tumble-dry on a low setting to keep the stitching looking its best.
Design & Customization
Do you offer digitizing?
Yes — digitizing converts your design into a format our machines can read. A one-time digitizing fee applies for new designs; reorders of the same design waive that fee. See our Digitization page.
What file formats do you accept?
PNG, JPEG, AI, PDF and EPS. High-resolution files are preferred. Only have a low-quality file? Our Logo Design & raster-to-vector service can rebuild it clean.
Can you embroider multi-colored or gradient designs?
Yes to multi-colored designs. Gradients can be embroidered but may require some design adjustment to translate well into thread. Multiple font options are also available.
Do you keep my design on file?
Yes. Digitized designs are kept on file so reorders are quick and don't incur another digitizing fee.
Ordering & Payment
How do I place an order?
Reach us via our contact page, by phone at (814) 806-6719, or by email at orders@ts-embroidery.com. For a quote, include your design, item details and quantity.
Is there a minimum order?
No minimum — we accept single-item orders and handle bulk runs with equal care. You can also mix different items in a single order.
How does payment work?
Orders over $1,000 require a 50% deposit; smaller orders are paid in full upfront. We accept cash, credit/debit cards, bank transfers and PayPal. Split payments for large orders may be arranged, and sales tax applies per local regulations.
Can I cancel my order?
Orders can be canceled any time before production begins. Wholesale and reseller pricing is available for large or repeat orders.
Production & Turnaround
How long will my order take?
Standard turnaround is 7–14 business days, depending on design complexity and quantity. Rush options are available for an additional fee, depending on our capacity.
Will I see a proof first?
Yes — two of them. You'll get a digital proof showing colors, size and placement, and then a stitch-out for approval before anything is stitched on your apparel. The stitch-out is a real sewn sample, so you can see the thread on fabric before we run the job. Changes after approval may add time and cost, but any error on our part is corrected at no charge.
How is pricing determined?
Pricing depends on design complexity, stitch count, number of colors, item type and quantity. Bulk discounts are available.
Shipping, Pickup & Returns
Do you ship, or can I pick up?
We offer nationwide shipping (cost varies by destination and size) and local pickup at 557 W 31st Street, Erie, PA 16508. We'll notify you by email, text or phone when your order is ready.
What's your return policy?
Because items are custom-made, they're non-returnable unless defective or the result of our error. If there's an issue, report it with photos within one day of receiving your order. We don't accept sizing exchanges, so please verify sizing before ordering.
Embroidery Disclaimer
Please note: for the purposes of these terms, "own items" refers to any item intended for embroidery which is the property of a third party. TS Embroidery takes great pride in our commitment to customer satisfaction; however, embroidery is a mechanical process and there is a small chance of damage occurring to items being embroidered, although such occurrences are very rare. As a result, we can only accept own items for embroidery on the understanding that:
- TS Embroidery is not liable for replacing or repairing any own items supplied by the client that are damaged during the embroidery process.
- TS Embroidery reserves the right to refuse own items that we deem to be unsuitable for the embroidery process.
- The client is responsible for ensuring their own items are free from any defects and flaws prior to delivery/drop-off.
Embroidery can be an imperfect process and in rare cases the impact of thread being embroidered from our machines can cause certain materials to pucker, bow, or wrinkle. Any requests for embroidery to be removed, re-done, or refunded will be decided on at TS Embroidery's sole discretion. Please be assured that TS Embroidery will make every effort to ensure you are satisfied with your embroidery order.
Sending and/or dropping off your own items for embroidery, or placing an order that includes embroidery, indicates acceptance of these terms in full.
Privacy Policy
Last updated: July 2026
TS Embroidery is committed to protecting the privacy of visitors to ts-embroidery.com. By using our website, you consent to the data practices described in this policy.
Information we collect
Personal information: name, email, phone number, billing/shipping address, and payment information (processed through secure third-party providers).
Non-personal information: browser type, device information, IP address, and browsing behaviour, collected via cookies and similar tracking technologies.
How we use your information
To process orders, communicate about inquiries and promotions, improve our website and services, and maintain legal compliance and security through fraud prevention.
Information sharing
We do not sell, rent or share your personal information with third parties, except with service providers who assist with payment, shipping, marketing and customer service, or where required by law.
Data security
We implement technical and organizational measures to protect your information. However, no method of online transmission is 100% secure.
Your rights
You may access, correct or delete your personal information and opt out of marketing communications via unsubscribe links or by contacting us directly.
Cookies & tracking
Our website uses first- and third-party cookies; you can adjust your browser settings to refuse them. We may use Google Analytics to understand visitor behaviour, with opt-out options available.
Changes to this policy
Updates are posted with a new effective date; continued use of the website indicates acceptance of any changes.
Contact
Email orders@ts-embroidery.com · Phone (814) 806-6719 · 557 W 31st Street, Erie, PA 16508.
Terms & Conditions
Last updated: July 2026
These terms govern the use of TS Embroidery's services, website and products. Placing an order indicates your agreement to these terms.
Orders & payments
All orders are subject to acceptance and availability. Prices are in USD and subject to change. Full payment (or a deposit, for larger orders) is required before production begins. We accept cash, credit/debit cards, bank transfers and PayPal.
Custom orders
Customers must provide accurate specifications. A digital proof and a stitch-out are provided for approval before production; changes after approval may incur additional fees. We are not responsible for errors in customer-provided artwork or specifications.
Shipping & delivery
Shipping and local pickup options are available. Delivery times are estimates and not guaranteed. We are not liable for carrier delays, customs issues or unforeseen circumstances, or for packages lost due to incorrect shipping details.
Returns & refunds
Custom items are non-returnable unless defective or due to our error. Issues must be reported with photos within one day of receipt. Refunds or replacements are issued at our discretion.
Intellectual property
TS Embroidery designs, logos and website content are our property and may not be used, reproduced or distributed without permission. Customers confirm they hold the legal rights to any designs they submit.
Limitation of liability
We are not liable for indirect, incidental or consequential damages. Our liability is limited to the amount paid for the specific order. We are not responsible for customer errors, including incorrect specifications, typos or improper product care.
Governing law
These terms are governed by the laws of the Commonwealth of Pennsylvania, and disputes are resolved in the courts of Erie County, Pennsylvania.
This page is provided for general information and is not legal advice. TS Embroidery may update these policies from time to time.
We're happy to help
Reach out and we'll get right back to you.