Cancellation & Return Policy

Cancellation Policy

Custom embroidery requires that all orders are made to order. If, for any reason, you would like to cancel an order prior to the art department receiving the design for the conversion to an embroidery file, we can cancel the order and submit a refund right away. Generally, artwork is submitted the following business day from the original order date. If artwork is determined to be too challenging to embroider, our art department will suggest ways to make the logo possible to embroider.  There would not be a fee applied in this case. Any major changes made to artwork after it has been submitted to the art department may incur an editing fee ranging from $5.00 to $25.00 depending on the changes being made. This fee would be applied if a customer wishes to change the logo completely from what they originally submitted without any communication prior to the conversion process.

If, for any reason, a customer would like to cancel an order after our art department has returned the converted artwork, there will be a $20.00 logo set-up fee applied.  The difference of the order total and the logo set-up fee will be refunded within 7 – 10 business days. This period includes any cancellation during the proofing process. All artwork submitted to Texas Best Embroidery will be kept on file. If a customer is charged any fees for artwork, Texas Best Embroidery is able to supply the customer with the artwork via email. Texas Best Embroidery will only send artwork files to the email used to place the original order and will not provide artwork files to any 3rd party companies and.

Any cancellations due to the unsatisfactory result of the artwork conversion will be reviewed on a case by case basis. Texas Best Embroidery will make any adjustments to artwork to satisfy a customer’s order prior to cancellation. If a customer would like to cancel during the proofing process due to being unsatisfied with the artwork and there are no options for revising artwork to the customer’s satisfaction, a supervisor will review the cancellation request and determine if there will be any artwork fees associated with the cancellation.

If, for any reason, a customer would like cancel an order after the supplier of blank items has shipped the order to a production team there may be restocking fees in addition to artwork fees. The fees associated with a cancellation after artwork approval and shipment from the supplier will be evaluated on a case by case basis.

Texas Best Embroidery will not be able to cancel an order once it has been produced. Please refer to our return policy regarding any returns once an order has been produced and shipped.

Return Policy

Texas Best Embroidery is not able to accept a return of decorated garments unless an item is defective or the item(s) were embroidered differently than the customer approved artwork. We require that a customer contact us within 30 days of delivery of the order regarding any imperfections of decoration or a defective garment to determine a resolution. If we are not contacted within that time period we will review the inconsistencies with the order on a case by case basis.

Texas Best Embroidery will not accept a return of decorated garments due to sizing issues. Our website provides in-depth size charts and we are able to send samples of garments prior to producing an order if there is any concern with the sizing. Samples are shipped blank and if a decorated sample is required to finalize an order we can send a decorated sample. Decorated samples are non-returnable for any reason and may incur a cost. The costs for decorated samples will be determined upon the request. In addition, the coloring of an item may vary from what is shown on a computer screen. If a customer requires a specific color for their order we strongly recommend ordering samples to ensure the satisfaction with the final shipment.

Our quality control department will ensure that the order is shipped out up to our quality standards. If a mistake is made by our production team we will review the imperfections and determine a resolution on a case by case basis.

Texas Best Embroidery will not accept a return of orders that the delivery coincides with the approved artwork and order. We provide a detailed proofing process and ask that you review your proof in depth prior to approval. We take these precautions during the proofing process to ensure 100% satisfaction of the order. If there are any uncertainties concerning thread color, sizing, or any other artwork components our production artist will work with the customer to ensure the finalized product will satisfy the customer. We will be happy to send a physical sew-out of artwork for an order prior to producing the order to ensure satisfaction.

If, for any reason a shipment is returned to Texas Best Embroidery or their production facility due to an incorrect address, we will be able to ship the order back to the customer.  However, there may be fees charged to reship the package. If a customer refuses a package without letting us know the reason for declining the package, the customer will be responsible for the full payment of the order and will not be entitled to a refund.