Frequently Asked Questions
People often have questions about what services we offer. The most commonly asked questions are here. If you don't find the answer to your question, please use the form at the bottom of the page to ask us directly. We'll answer as soon as possible.
What is the minimum order for embroidery?
Our minimum number is 1 (one). We like everyone and won't turn you away because you only need one of an item.
What are your set up charges?
We do not charge set up for monograms or names we embroidery. There is a $20 set up fee for custom designs.. If you wish for a copy of the embroidery file, there is an additional charge of $35.
How long does embroidery take?
On a normal order, your expected processing time is between 7 and 10 business days from approval of design. Larger orders and multiple embroidery locations may require a longer production time. During the Winter holidays, things get very busy and this increases production time. Please make sure you are placing your order with enough time for us to process it.
What about RUSH jobs?
We can often accommodate rush orders. Rush orders may be subject to a rush fee in addition to your invoice. There are times we may be able to accommodate your rush needs for no additional charges.
Do you provide the item to be embroidered?
We happily provide anything you want embroidered and will guarantee the outcome. We have several favorite products available to order online, if you need something else, click on the "Online Catalogs"on this page to see some of the fine products we can provide for embroidery. If you can't find what you are looking for just ask!! We are only able to showcase some items.
Does the Item price include embroidery?
Unless otherwise specified in the item description, our embroidery costs are separate from the item being embroidered.
Will you embroider on items supplied by customers?
Possibly, we will embroider on items supplied by our customers at their risk. Please understand that some materials do not embroider well and although we take great care to protect everything we do, we will not be responsible for damage or replacement costs of supplied items. There are certain items that we will not embroider and may not know until we see it.
Do you do Patches?
Yes. We offer several sizes and shapes of pre-made patches to choose from or we can custom make a patch for you.
How is custom embroidery charged?
Design set up is $20. This is separate from the cost of the design. The charge for that is $1.75 per 1000 stitches with a minimum charge of $12.00. Names up to 2 inches by 5 inches or monograms up to 4 inches square are $15. We discount for 25+ items using the exact same design.
How do I know how many stitches are in my design?
You can submit your artwork along with the desired size of the final design and we will be able to give you a stitch count from there. There is no charge for estimates, but there is a $20 set up fee when the design is finalized. This is in addition to the cost to embroider an item.
Will you embroidery any wording or design I want?
Within reason we are happy to fulfill your embroidery needs, however, we are a family business, so all requests for embroidery must be family friendly. If grade school children shouldn't see it, we won't be able to embroider it.
Do you digitize embroidery designs for other people?
Most certainly! Heidi has been digitizing for both commercial and home embroidery machines since 1998. See a small sampling of her work on the "Custom Logos / Digitizing" page. For more work examples, "Like" us at our Heidi Mac Embroidery Facebook page.
My child has a favorite cartoon character / sports team. Can you do them?
No, because of trademark and copyright infringements we will not embroider or digitize any design that you do not have the rights to.
How do I pay?
We happily accept cash, check and credit cards (MasterCard and Visa). We use Square to process credit cards. We can also accept Venmo.
How do I make a return?
Because of the nature of custom embroidery, we are not able to accept returns on customized items. However, if there is an error due to our mistake, we will replace the item or correct it to your satisfaction. This does not apply to items supplied by customers.
Can you do school items?
We do Spirit wear for several schools in the Northern Virginia area. I also do "Graduation" wear, which is the name of the school and the graduation year. These are very popular.
