Returns, Cancellations & Defects
Last updated: October 28, 2026
Every item is made to order, so we do not accept returns for change of mind. We accept returns for defective products only. If your order arrives with a production defect or an error on our part, contact us within 7 days of delivery with a photo.
Made to Order: No Change-of-Mind Returns or Exchanges
Every item is decorated to order against your artwork, thread colors, and placement rather than pulled from retail stock. Because of that, we do not accept returns or exchanges for change of mind. 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.
Defective Products & Errors on Our Part
We accept returns for defective products only. 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 -- contact us within 7 days of delivery and include a photo of the issue.
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.
Refunds
Any refund issued as part of a defect resolution is returned to the original payment method.
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