FAQ's

Embroidery Services

Getting Started

Do you have a minimum order?

No, we can embroider just one piece or handle orders of 1000+. While there’s no minimum, you’ll receive better pricing on higher quantities compared to single-item orders.

Can you embroider one item or low quantities?

Yes, we can embroider a single item. We also offer “samples” before larger orders, each sample counts as one piece and is priced according to its stitch count.

Can I bring in my own apparel to be embroidered?

Yes, we can embroider on most items, if we can fit it on the machine, we can probably embroider it. We do partner with and have access to apparel suppliers which offer many styles and popular brands at discounted rates.

Can you source the apparel or hats for me?

Yes, we source from multiple suppliers including:

• Catalog 1: Adams, Bayside, Bella+Canvas, Comfort Colors, econscious, Imperial, Legacy, YP Classics and more
• Catalog 2: Carhartt, Champion, Gildan, Jerzees, Hanes, New Era, Port Authority, Sport-Tek and more
• AS Colour Premium Apparel
• Richardson Headwear

Email us if you don’t see what you’re looking for—we can check our other suppliers.

Design & Artwork

What are the costs to create my logo for embroidery?

There’s a one-time digitizing fee of $40 per design to create your artwork into the embroidery format. Unlike printing, embroidery machines require specialized stitch files that include stitch types, density, thread colors, and fabric considerations. We handle all digitizing in-house rather than outsourcing, which allows us to make real-time edits and adjustments to optimize your design for different garments and fabric types. We don’t charge for modifications to existing design files and maintain permanent backups of all customer designs.

What are the artwork requirements?

Preferred formats: .eps, .ai, .svg, .pdf (outline and expand all fonts & strokes) Important notes:

• Non-vector art (.jpg, .png) requires additional lead time
• Accurate recreation from raster images cannot be guaranteed
• Please provide dimensions with your artwork
• Minimum text height is 5mm (smaller text becomes illegible)
• We match artwork colors with the closest available thread

How many colors can I use?

We can embroider up to 15 colors per design:

• 1-6 colors: Included in standard pricing
• 7-15 colors: Additional charges apply

Can I submit my own .DST embroidery file?

Yes, but we’re not responsible for sewing results of files we didn’t digitize. Files must be created specifically for the intended size and material. For example, a large design cannot simply be scaled down without adjusting the density of stitch points.

Pricing & Process

Why is pricing based on stitch count instead of colors?

Embroidery pricing reflects machine time. A design with fewer colors but more stitches takes longer to complete than a simpler design with the same number of colors.

How much control do I have over the design?

We match your artwork as closely as possible, but embroidery has some limitations compared to printing:

• Not every Pantone color is available in thread
• Text smaller than 0.20″ may become illegible
• Some stylized fonts don’t translate well to embroidery We’ll work with you to achieve the best possible result in embroidery format.

Do you make everything locally?

We digitize and embroider everything at our Richmond, Virginia studio. We create some items completely from scratch and source others from quality brands including AS Colour, Bella+Canvas, Champion, Comfort Colors, Gildan, Hanes, Independent Trading Co, Jerzees, Outdoor Cap, Sportsman, Richardson, YP Classics, New Era, Sport-Tek, Port Authority and others. There are a few Made-in-USA options are available.

Timeline & Production

What is your turnaround time?

Standard timeline: 10-15 business days (2-3 weeks) after approval and deposit.
Busy seasons/large projects: possibly 4-6 weeks depending on our workload.
Requirements: Order must be approved and all artwork/apparel received before production begins
Shipping: Add additional time for carrier delivery. We’re located on the East coast, so West orders will take carriers longer to deliver.

Can you rush an order?

Rush orders are available for an additional fee if feasible and on a case-by-case basis, depending on:

• Project complexity and design
• Quantity needed
• Current workload
• Material availability
• Some orders cannot be rushed due to physical limitations (example: 1000 embroidered caps cannot be completed in a single day)

Do you send a proof before production?

Yes, we can email a photo of an embroidered test sew-out for approval after payment. This may extend turnaround time.

Design Capabilities & Limitations

What’s the maximum size design you can embroider?

The maximum size depends on the garment type:

• Hats: Limited by crown height and sewable area (varies by hat style)
• Jackets/Sweatshirts: Limited to our largest hoop size that fits the garment
• Other items: We’ll assess each piece individually

Are there materials you can’t embroider on?

We can embroider on most materials, but thick and stiff leather presents challenges. For specialty materials like vinyl or unique fabrics, it depends on the specific material, contact us to discuss your project.

Do you offer appliqué and specialty techniques?

Yes, we offer appliqué and various specialty embroidery techniques beyond standard embroidery.

Communication & Customer Service

How do you keep customers updated?

We communicate primarily via email throughout the order process, from initial quote to completion notification.

What’s the best way to contact you?

Email is our preferred communication method for questions, quotes, and order updates.

Services We Don’t Offer

Do you offer screen printing?

We specialize exclusively in embroidery. We prefer to do one thing and do it well. We can recommend local Richmond screen printing shops if needed.

Do you dropship?

No, we complete orders in batches and either ship the entire order to you or offer in-person pickup at our shop.

Payment & Order Information

What payment methods do you accept?

We use Stripe, Paypal, and Quickbooks to process payments, which accepts most forms of payment including credit cards, debit cards, and other payment methods.

Do you require a deposit?

Yes, we require approval and deposit before beginning production on any custom order.

Do you offer volume discounts?

Yes, we use a tiered pricing structure based on both stitch count and quantity. The higher the quantity, the lower the price per piece.

Do you keep design files for future reorders?

Yes, we store all customer design files permanently with backups. There’s no fee for file storage or retrieval, making reorders quick and easy.

Quality & Satisfaction

What if I’m not satisfied with my order?

We want you to be completely happy with the final product. We address design concerns upfront and create test sew-outs before embroidering your actual garments to ensure the best possible results. If you have concerns, just communicate with us and we’ll work it out.

What happens if there’s a mistake on your end?

We take responsibility for our errors. We’ll attempt to repair or fix the issue first. If that’s not possible, we’ll provide a replacement item and embroider it again.

Ordering Process

How do I place an order?

• Ready-made Crewel & Unusual products: Shop directly on our website or visit us in person
• Custom embroidery: Use our custom embroidery form to request a quote for your project

Do I need an account to place an order?

No account required, you can checkout as a guest. However, creating an account allows you to save your order history and makes future ordering easier.

How do I track my order?

You’ll receive an email with tracking information once we process your order. If you have an account, you can also view and track orders in “My Account.”

Shipping & Location

Where are you located?

We’re located in Richmond, Virginia, and offer convenient local pickup at our shop.

What shipping methods are available?

• USPS: First Class or Priority Mail for most packages
• UPS: Used for larger packages when needed
• Local pickup: Available at checkout for Richmond area customers

How long will shipping take?

We process and ship orders on weekdays. Once the order is packed and ready to go you could expect these estimated delivery times from Richmond, VA:

• Nearby areas: 1-3 business days
• West Coast: 3-5 business days
• Note: Holidays and peak postal service times may affect delivery

Do you ship internationally?

Yes, we ship to select countries. Please note that international mail can be slower and may experience frequent delays.

Do you provide order tracking?

Yes, we provide tracking information for all shipped orders and keep you updated on your order progress via email.

Returns & Exchanges

How can I return a product?

For returns or exchanges, contact us directly here or respond to your order notification email. We’ll work with you to resolve any issues with your order.