F.A.Q. Frequently Asked Questions

Special Notice: Stitch Logo is currently experiencing stock shortages and shipping delays. Stock fluctuates daily and because we offer a large variety of brands, we are unable to keep it up to date on our site. Our Sales Team is ready to help you check current stock levels and find alternates styles if your item is out of stock.  Before we process any payment we will check the stock of your order.

You will be given options at checkout to select if there is a stock issue.

  • Contact me regarding any out-of-stock item. This might delay your order. We will call, email and update our online order system Santu with suggested replacements or back order dates. You will have the opportunity to pick alternate styles, accept back order dates or cancel your order.

  • Replace my items with same price, color, size and quality items. No need to contact me unless there is a price difference. Example Replacement: Your order a Pique Knit Polo Shirt in the color red size M for $19.99. We would replace it with another pique knit polo shirt in the color red size M for $19.99 in a different brand or style number. Colors and fit do vary a bit from each brand, so please allow for slight color variations and fit. If there is not an equal substitution you will be contacted.

  • Replace my items with similar priced, color, size and quality items. Price difference not to exceed $2.00 per item. No need to contact me unless the replacement style costs more than $2.00 per item. I understand my credit card will be charged the additional cost. Example Replacement: Your order a Pique Knit Polo Shirt in the color red size M for $19.99. We would replace it with another pique knit polo shirt in the color red size M for $21.99 in a different brand or style number. Colors and fit do vary a bit from each brand, so please allow for slight color variations and fit. We will charge the credit card you supplied at checkout the additional cost. If there is not a suitable substitution you will be contacted.

Delivery and shipping delays: Stitch Logo will make every effort to get your order shipped as quickly as possible. Expedited orders may be possible, please contact our Sales Team for more information. Often times we can find items that are available in a warehouse close by that can be turned around faster than other items. Rush shipping and rush charges may apply. (877) 652-8600

  • Blank Orders: 1-3 weeks
  • Custom Orders (Embroidery, Screen Print, Heat Transfer, Hemmed Pants): 3-5 weeks

We have put together a list of general questions that we get from our customers and prospective customers. If you cannot find your question here, please contact us at 877-652-8600.

UTILIZING THE WEBSITE

  • What brands do you carry? We carry many popular apparel and uniforms brands. Please visit our Shop by Brand page for a list. If you don’t see the brand you are looking for there, please call us and we will do our best to get it for you.
  • What if my hotel does not have a store? You can still order from us.  Simply list your hotel’s name in the Special Instructions box at checkout to have it added to your items. There are no set-up charges for any chain hotels. Please contact customer service with any questions.
  • Where can I find sale items? See our Specials Page.
  • Who can help me pick the right items? Any of our customer service staff can help you pick the right items for yourself and employees.
  • Can you build a custom store for my business? Yes, we run special programs for national accounts. We can design an "easy to order" website for you, so that the local store manager can go to the website and purchase items that have been approved by head office. Find out more on our Online Company Store website.

ARTWORK QUESTIONS

  • How can I send you my logo? Please email your logo to service@stitchlogo.com for any new set-ups, or to ask if we have your logo in stock.
  • Do I get to see a proof of my logo before it is put on my items? Yes, either a sew-out or digital proof will be emailed to you for approval in 1-3 business days after the approval of your order.
  • What format does my logo need to be in for embroidery? You can send your artwork in many different formats: .jpg, .png, you may scan in a copy of your business card, a previous embroidery scanned, just the wording you want with the font type, and many more. Just send us what you have and we will work with you to get it just how you want it.
  • What format does my logo need to be in for screen-print? This artwork needs to be set-up in Vector format, separated by colors and in the correct size. We can provide you vector artwork for $20.00-$60 depending on the design Please email your design to service@stitchlogo.com for a free quote.
  • Does it matter how many colors I have in my logo for embroidery? Additional charges may apply to orders where the logo includes more than 3 custom colors over our standard color list: yellow, gold, red, royal blue, black and white.
  • Does it matter how many colors I have in my logo for screen-print? The number of colors does affect the screen-print price. Please contact our customer service department for a fee estimate service@stitchlogo.com.
  • Does it matter how large my logo is? For screen-print it does not change the price. Embroidery price is based on stitch count so the larger the logo the more stitches it needs. An additional charge will be added for designs that need more than 9,000-10,000 stitches. Please email your logo to service@stitchlogo.com for a quote.

PLACING AN ORDER

  • How long will my order take? Blank orders are normally delivered within 1-3 weeks from the approval date. Customized orders (Embroidered/Screen-Print) are normally delivered within 3-5 weeks from the approval date. Please call us if you need your order by a certain date and we will do our best to meet your time line. Rush orders can also be done - additional rush fees may apply. Please call us for rush service (877)652-8600.
  • Can I order a sample? Yes, you may order sample(s). Sample orders are invoiced as such and require that a credit card be on file. We will ship the sample(s) to you and they must be returned within 30 days from the original ship date to avoid being charged for the samples. You, the customer, will be responsible for the shipping back only.
  • Can I order a sample from your website? Yes, simply select the items you want to see a sample of and proceed to secure checkout. Fill out your credit card information as we will keep this information on file. Under "Special Instructions" in the secure checkout indicate that this is a sample order and the credit card is to be kept on file.
  • What if I don't know what size to order? We have a very helpful guide called “How to Measure” that will help you to measure yourself and employees correctly. Then simply use the size guide for the item you are trying to order under More Details or view size charts by brand.
  • Can I get a discount if I am ordering a large quantity? We can give quantity discounts on large orders for most items. Please contact our customer service department for a quote at service@stitchlogo.com.
  • Is there a minimum order? Blank orders = No minimum. Embroidery orders = 12 pieces for free logo set-up, 6 pieces if your logo is already set-up. Screen Print = 24 pieces for 1-2 colors, 36 pieces for 3 colors, 48 pieces for 4 colors and 60 pieces for 4 Color Process or over 4 spot colors.
  • Will there be any other charges to my order? There could be additional charges added to your order: sales tax if the delivery address is in Florida, additional embroidery charges for name embroidery, department or other set-up fees if ordering under 12 pieces. Screen-print orders may also have artwork fees and screen charges. We list all charges on the invoice we send for approval and are happy to provide free quotes.
  • Do I have to pay for shipping? The only orders that qualify for free shipping are apparel orders totaling $299+ that are shipping in the Contiguous United States.
  • If I am having a problem with my order, who can help? Our customer service staff will be happy to help with any problems or concerns. Please call us at (877)652-8600 or email service@stitchlogo.com for help.
  • How can I check the status of my order? A UPS tracking number will be emailed to you once your order has shipped. If you have other questions or need something rushed please give us a call (877)652-8600.

RETURNS AND EXCHANGES

  • What kind of items can be returned or exchanged? Only non-altered items within 30 days from the original ship date can be returned for credit or refund. We cannot take back anything that has been worn, washed, stained, embroidered, screen-printed, hemmed, etc. If you are unsure, please call our office for more details. A 20% re-stock fee will be charged for all returned items.
  • How do I make a return? Ship the items back to us in the box of your choosing. Include a copy of your invoice and a note stating the reason for the return.
  • How do I return my sample order? All sample orders can be returned by shipping them back to our address on the top of the invoice. The customer is responsible for the shipping back. No RA# is needed for sample returns, simply put a copy of your Sample Invoice in the box and ship back. Sample orders must be returned within 30 days of the original ship date for credit.