Return, Exchange & Cancellation Policy

Last updated: October 13, 2026

1. Custom Products

All custom products (embroidered, printed, patched or otherwise decorated with your logo, artwork, names or numbers) are made to order and cannot be returned, exchanged or refunded. Please review your mockup, sizes, colors and quantities carefully before approval. Your approval is final. The only exception is a production error on our side, handled under Section 4.

2. Ready-Made (Blank) Products

Undecorated, ready-made products may be accepted for return or exchange at our sole discretion, only for a valid reason such as a manufacturing defect or quality issue. To request one:

  • Contact us within 7 days of delivery at order@houstonembroidery.store with your order number and clear photos of the issue.
  • Items must be unused, unwashed, unaltered and in original packaging.
  • Returns sent without prior approval will not be accepted.
  • The customer pays all return shipping costs.
  • If the order shipped free, the original shipping cost will also be deducted from any refund.
  • All approved returns carry a 20% restocking fee, so refunds are up to 80% of the product price, less any shipping deductions.
  • If approved, we may replace the item, issue store credit, or refund as above, at our choice. Original shipping charges are non-refundable.

3. Order Cancellation

Custom orders cannot be canceled once payment is made, as materials and production are committed immediately. Unpaid orders or quotes may be canceled at any time.

4. Our Errors & Acceptable Variations

If we make a material production error, such as the wrong design, wrong item, or a color that clearly differs from your approved mockup, contact us within 7 days of delivery with your order number and photos. We will review the claim and, at our discretion, reprint, repair or credit only the affected items. Claims made after 7 days, or for items that have been worn, washed or altered, will not be accepted.

Custom decoration is a made-to-order process, so minor variations are normal and are not considered errors or defects. These include:

  • Thread, ink and fabric shades that differ from on-screen colors or mockups.
  • Decoration size, position or angle that differs slightly from the mockup.
  • Small differences between pieces in the same order.
  • Minor stitching, printing or trimming imperfections that do not affect normal use.
  • Quantity differences of up to 3% due to production spoilage (see our Spoilage Policy).
  • Supplier changes to garment style, fabric weight, sizing or labels.
  • Delays or substitutions caused by supplier stock.

Whether something is a minor variation or an error is decided solely by Houston Embroidery Service.

5. Shipping & Delivery

Production and delivery times are estimates, not guarantees. Delays may occur due to carrier issues, weather, supplier stock, holidays, local ground conditions or other circumstances beyond our control. We are not responsible for such delays, and they do not qualify an order for cancellation or refund. Rush service, where offered, depends on availability and carries a rush fee. Once an order is handed to the carrier, delivery is the carrier’s responsibility; we will help you file a claim for lost or damaged packages.

6. Policy Changes & Contact

Houston Embroidery Service may update this policy at any time without prior notice. The version on this page at the time of your order applies. Placing an order or approving a mockup means you accept this policy.

Questions? Call +1 (713) 714-8890 or email order@houstonembroidery.store.