Thread of Hope 🧵 — Policies

All customized items are FINAL SALE.
We do not accept returns or issue refunds on: Embroidered items, Screen-printed items, Personalized or custom-designed products, Any item created to your specifications. Once your mockup is approved, production begins and no changes, cancellations, or refunds can be made.

If you provide your own apparel or items for us to embroider or print: Thread of Hope is NOT responsible for any damage that may occur during production. Embroidery machines can occasionally: Pull or catch fabric, Create holes or snags, Distort material unexpectedly. Because these items are not purchased by us, we cannot replace or reimburse damaged customer-provided items. Drop-off items are processed at your own risk.

Our standard turnaround time is: 2–3 weeks for custom orders. (Varies based on  complexity and order volume) Rush service is available for an additional fee. Turnaround times may extend during: Holidays, Peak seasons, High-volume periods

By approving the order, you accept responsibility for: Spelling, Colors, Sizes, Design placement, Accuracy of artwork. Thread of Hope is not responsible for errors approved by the customer.

If you believe your item has a defect caused by our production: Contact us within 3 business days, Include photos of the issue. If we confirm a production error on our part, we will determine whether repair, replacement, or store credit is appropriate. This does NOT apply to: Customer-provided items, Incorrect sizes selected by customer, Slight color variations between screens and real materials, Wear & tear after use. 

Orders cannot be canceled after: Deposit/Order is paid, Digitizing or setup has begun, Materials are purchased, Production has started.

We want your experience to be smooth, clear, and full of hope.
For questions about your order, email or text/call us anytime.

704.907.5075
Heather@threadofhopeonline.com