Effective date: September 8, 2026
This policy applies to custom and personalized embroidery and Direct Transfer Film requests submitted to The Embroidered Mom.
Requests, quotes, and payment
A custom request is not an accepted order. We may ask questions, decline a request, or provide a written quote describing the item, decoration method, placement, quantity, price, and estimated schedule. Full payment may be required before production begins.
Customer approval
You are responsible for reviewing names, dates, spelling, sizing, colors, placement, and other approved details. Once production begins, approved details generally cannot be changed. We are not responsible for an error that appears exactly as submitted or approved by the customer.
Artwork and intellectual property
By submitting text, logos, photographs, or artwork, you confirm that you own the material or have permission to use and reproduce it. You grant The Embroidered Mom a limited license to use the submitted material only as needed to review, create, document, and fulfill your request. We may refuse content that appears unlawful, infringing, hateful, deceptive, unsafe, or technically unsuitable.
Handmade and screen variations
Thread, fabric, garment, and transfer colors can appear different across screens and production lots. Small variations in placement, stitch texture, and color are normal characteristics of decorated goods and are not defects when the finished item remains materially consistent with the approved request.
Final sale
Custom and personalized orders are final sale and are not refundable, returnable, or exchangeable. Exceptions apply when the item arrives damaged, is materially defective, was made incorrectly because of our error, was not shipped as legally required, or applicable law requires another remedy. See the Refund & Returns Policy.
Production timing
Normal processing is 1–3 business days before carrier transit unless the quote or product page states otherwise. The clock begins only after we have payment and every detail or approval needed to produce the item. Large, complex, or material-dependent orders may require more time.
Contact
Start a request on the Custom Orders page. Questions about an existing request should be sent through the Contact page with the order or request number.