Frequently Asked Questions

Just fill out the registration form, then go to the order page and fill out the form with logo attached. You will receive a message confirming that we started your order.

Orders are typically shipped within 1 day or less after we receive your order. Need it faster? Add RUSH Delivery (+40%): order by 2:00 PM EST and receive your design the same day by 6:00 PM EST. If we miss the deadline, the RUSH fee is waived. See details on our pricing page.

Shipping does not apply since it's an emailed file. You receive your digitized designs directly via email.

Payment can be made by credit card, bank transfer or PayPal. We have a secure page where the customer can complete the payment process.

Yes, we always send an invoice to assist our customers in monitoring their expenses with us.

For first-time customers, we request you to fill out our registration page completely. As soon as the registration is done, it means we started working for you.

Yes, we will make all corrections that you need. Additional charges will only apply if the original design sent to us is altered.

There are 3 ways to provide us with your logo:

• By email: Simply attach any common format (gif, jpg, bmp, etc.) to an email and send us (Send us a message)
• From the web: If your logo is visible on the web simply email us the URL address
• By our order form: Use our online order form to upload your logo directly

No, we can only edit a file made by us.

Let us know! We'll do whatever it takes to satisfy your expectations. Our policy is: we seek for the satisfaction of our customers. No 30-day restrictions and no limited warranties. Our designs and services are guaranteed to live up to your expectations. If you ever have a comment, concern, or complaint, simply contact us and we'll make it right. It's that simple.

We will send the files in the extension that suits your embroidery machine. We work with DST, EMB, PXF, PES, and many more. Check our File Formats page for a complete list.

We don't work with machines cards. We send files attachments that you can transfer to USB Flash drives or send to a machine through your embroidery software.

Yes, we send it in file extension .EMB (this is the native format of the software Wilcom) or .PXF (Tajima/Pulse).

Regular business hours are Monday to Saturday:

• 🇬🇧 GMT London – GMT 0 → 12am to 12pm
• 🇧🇷 Brazil East – GMT -3 → 9am to 9pm
• 🇺🇸 USA Eastern – GMT -5 → 7am to 7pm
• 🇺🇸 USA Central – GMT -6 → 6am to 6pm
• 🇺🇸 USA Mountain – GMT -7 → 5am to 5pm
• 🇺🇸 USA Pacific – GMT -8 → 4am to 4pm