Returns & Refunds
Returns & Refunds
We stand behind every order we ship. Here's exactly how returns work.
Damaged or defective
Returns are accepted only for items that arrive damaged or defective — you choose a refund or a replacement.
Contact us first
Reach out before returning anything — with your order number and photos.
Within 7 days
You must contact us within 7 days of delivery.
Our return policy
- Returns are accepted only for items that arrive damaged or defective.
- For those items you may request either a refund or a replacement — on all products, including personalized items.
- Customers must contact us within 7 days of delivery.
- Because most of our products are made to order — including personalized and embroidered items — returns for change of mind are not accepted.
- Embroider Factory covers return shipping for damaged or defective items.
- Please contact us before returning an item. Include your order number and photos of the damage or defect so we can review and process your return.
How to start a return
- 1Contact us within 7 days of delivery using the phone number or email below.
- 2Provide your order number and photos showing the damage or defect.
- 3Once we've reviewed your case, we'll confirm the return, cover the return shipping for damaged or defective items, and issue your refund or send your replacement — whichever you chose.
Contact us
Questions about a return? Call or email us — we usually reply within an hour.
A note on personalized items
The same policy applies to personalized items: if a personalized item arrives damaged or defective, contact us within 7 days of delivery with your order number and photos, and we'll take care of it with a refund or a replacement — whichever you prefer.