Returns, Cancellations & Defects
Last updated: September 1, 2026
Nearly everything we make is decorated to order against your artwork, thread colors, and placement -- so this policy is built around custom production, not a general retail return window.
Custom, Made-to-Order Goods
Because each order is produced specifically for you rather than pulled from retail stock, we don't accept returns or exchanges once an order has been produced. This is standard practice across the contract embroidery industry, and it's reflected in the quote or purchase order you approve before we begin.
Cancellations
You can cancel or change an order free of charge any time before you approve your proof. Production begins once your proof is approved -- at that point the order can't be canceled, since garments and decoration time are already committed to your job.
Defects & Errors on Our Part
We stand behind our work. If your order arrives with a genuine production defect or an error that's on us -- wrong thread color, misspelled text, misplaced logo, damaged garment -- let us know within 7 days of delivery.
How we resolve it: every defect claim is reviewed individually with you. Because the right fix depends on the job -- a small hat run versus a large uniform order, a misspelling versus a color that's slightly off -- we don't apply one fixed remedy across every case. Depending on the situation, that might mean re-running the affected pieces, a partial credit, or another resolution we agree on together. Reach out and we'll work it out with you directly.
This does not cover ordinary wear, washing or care damage, or changes requested after you've approved your proof.
Blank or Stock Garments
We don't stock retail blank apparel for standalone sale -- garments are ordered specifically to fill your decorated order. As a result, all sales are final once an order is placed, aside from the defect coverage above.
Online Store
Orders placed through shop.eastcoastembroidery.com are also subject to that platform's own checkout and order terms in addition to this policy.
Changes to This Policy
We may update this policy from time to time. The "last updated" date at the top of this page reflects the most recent revision.
Contact Us
East Coast Embroidery, 375 Waterman Ave, East Providence, RI 02914 · [email protected] · 401-434-9224