FAQ

Check out our Frequently Asked Questions below. If you still need help please contact us.

Shipping

Where do you ship to?

We currently ship across Canada and internationally to most countries worldwide. At this time, we are unable to ship to the United States due to tariff restrictions.

If you’re unsure whether we ship to your location, feel free to contact us and we’ll be happy to confirm!

How long does shipping take?

Turnaround time depends on the type of item you order:

  • Portraits: Up to 4 weeks
  • Keepsake pieces: Timing varies depending on how quickly we receive your package
  • Other designs: Up to 2 weeks

Please note that these timelines do not include shipping time. If you need your order sooner, feel free to reach out and we’ll do our best to accommodate!

How do I track my order?

Once your order has been shipped, you will receive a confirmation email with your tracking number and a link to track your package.

If you haven’t received your tracking details or need assistance, feel free to contact us and we’ll be happy to help!

Returns

What is your return policy?

Due to the custom and handmade nature of our products, all sales are final and we do not accept returns or exchanges.

However, if there is an issue with your order, please reach out to us within a few days of receiving it and we’ll do our best to make it right.

What should I do if my item arrives damaged?

If your item arrives damaged, please contact us within a few days of delivery with photos of the item and packaging so we can assist you promptly.

What if I entered the wrong details for my order?

Please contact us as soon as possible. If production hasn’t started, we may be able to correct it. Once your order is in progress, changes may not be possible.

Do you offer rush orders?

We may be able to accommodate rush orders depending on availability. Please contact us before placing your order to confirm.

How should I care for my item?

To keep your embroidered sweatshirt, hoodie, or t-shirt looking its best, we recommend the following care:

  • Turn your garment inside out before washing
  • Wash in cold water on a gentle cycle
  • Use mild detergent and avoid bleach
  • Air dry whenever possible or tumble dry on low heat
  • Do not iron directly on the embroidery—if needed, iron inside out

Proper care will help preserve the stitching, shape, and overall quality of your piece for years to come.

Do you preview designs before shipping?

In some cases, we may provide a preview before finalizing your order. If you would like a preview, please request it when placing your order or contact us in advance.