General Questions
Can I use my own design or logo?
Yes! We are happy to stitch customer-provided designs and logos. All artwork must be embroidery-ready or will need to be digitized prior to stitching. Digitizing is a one-time setup fee and ensures your design stitches cleanly and beautifully. Once digitized, your design can be reused for future orders.
Do you accept customer-provided items?
At this time, we do not accept customer-provided items. Because embroidery interacts differently with every fabric, we have found that using items we source and test allows us to maintain the quality, consistency, and finish that Third Stitch is known for. This helps ensure every piece meets our standards before it ever leaves the studio.
Do you do bulk orders?
Yes! We love working on bulk orders for events, teams, gifts, and special occasions. Bulk orders may qualify for volume pricing depending on the item and design. Lead times vary, so we recommend reaching out early to reserve production space. Please contact us for a custom quote and timeline.
Orders & Shipping
How long will it take for my order to ship or be ready for pickup?
Because each piece is made to order, production timelines vary slightly based on the item and level of personalization. Most orders ship or are ready for pickup within 2-3 weeks. During peak seasons or for larger custom orders, turnaround times may be extended. If you have a specific date in mind, please reach out before placing your order and we’ll do our best to accommodate.
Do you offer local pickup?
Yes! Local pickup is available for customers in the area. If local pickup is an option for your order, it will appear at checkout. You’ll receive a notification once your order is ready, along with pickup details and instructions.
What if I need my item sooner than the estimated turnaround time?
If you need your item sooner, please reach out before placing your order. Rush orders may be available depending on current production volume and item availability. A rush fee may apply, and expedited shipping does not shorten production time unless a rush has been confirmed. We’ll always do our best to help when timing allows.
Returns & Exchanges
Can I return or exchange my order?
Because our items are custom and made to order, we are unable to accept returns or exchanges. If there is an issue with your order due to an error on our part, please contact us within 3 days of delivery or pickup and we will be happy to make it right.
How do I report a damaged or incorrect item?
If your order arrives damaged or incorrect, please contact us within 7 days of delivery or pickup. Be sure to include your order number and clear photos of the issue so we can review it quickly. Please email us at 3rdstitchembroidery@gmail.com, and we’ll work with you to make things right as soon as possible.