Approvals
Smooth Stitch Embroidery will proceed with your order once we have received proof approval via email or in writing. You agree that all agreements, notices, disclosures, and other communications we provide to you electronically satisfy any legal requirement that such communications be in writing.
Smooth Stitch Embroidery is not responsible for typographical mistakes or errors the customer overlooked and later approved. In addition, Smooth Stitch Embroidery cannot be held accountable for any damages that may be incurred due to the error or mistake after the order has been embellished and accepted by the customer.
For example, if an order is supposed to read “Home Sweet Home,” but the customer approves the artwork with a typographical error, and the artwork reads “Home Sweat Home,” Smooth Stitch Embroidery cannot be held responsible for the misprint as a result of the error. Once the customer approves the proof and order acknowledgment, we cannot change the order. The order is printed exactly as the customer agrees, whether correct or with errors. For this reason, it is VERY IMPORTANT to carefully review ALL the created artwork before replying with your approval.
Artwork
Please submit clean, camera-ready artwork. Faxes, copies, business cards, letterheads, or photos are not camera-ready.
Cancellations
All orders are considered “firm” when placed. No cancellations on finished merchandise are accepted. Cancellations made before production are permitted, subject to charges for artwork in progress, completed custom digitizing, and return of merchandise acquired, including all restocking fees and shipping costs incurred by Smooth Stitch Embroidery.
Customer Responsibility
Smooth Stitch Embroidery customers are responsible for selecting the correct size, color, font, and style of goods.
Smooth Stitch Embroidery is not responsible if the customer has a change of mind in size, color, font, and style after said design has been approved by the customer. Please submit clean, camera-ready artwork. Faxes, copies, business cards, letterheads, or photos are not camera-ready.
Customer Supplied Apparel
Smooth Stitch Embroidery reserves the right to refuse customers-supplied items that Smooth Stitch Embroidery deems to be unsuitable for the embroidery process.
Smooth Stitch Embroidery, at its discretion, will embroider customer-supplied garments; however, we do not encourage it.
All garments must be new material only.
The Customer agrees that Smooth Stitch Embroidery shall not be liable for replacing or repairing any Items supplied by the customer that are damaged during the embroidery process.
The customer is responsible for ensuring their Items are free from defects and flaws before delivery to Smooth Stitch Embroidery.
Please note that Smooth Stitch Embroidery will take the best care with the supplied goods. However, any machine is subject to occasional malfunctions.
Product
The product left at our business for more than 90 days without communication becomes the property of Smooth Stitch Embroidery and is subjected to a restocking fee of 15% of the total invoice amount.
Pricing
Merchandise is sold at prices agreed upon at the time of bid and is valid for 30 days. After 30 days, a new bid will be provided. Smooth Stitch Embroidery reserves the right to adjust prices to reflect changes to your artwork, substituted garments, or other marketplace changes during fulfillment.
Sizing
Due to market conditions and mill variances, we cannot guarantee consistency in sizes to match from order to order, color to color, or brand to brand. Contact us via email for sizing information and charts where available.
Font
Font for orders should be submitted as you want it to look. The name of the font is highly appreciated. If you do not know the font's name, we will suggest one similar. If you want the exact font, there will be a small fee for finding or digitizing it.
Trademarks, Logos and Copyrights
All the logos and trademarks are registered trademarks and logos of their respective owners and copyright holders. They are provided only as a convenience for their lawful use. They should be used only by the owner of the logo or trademark, authorized agents, or affiliates, with proper permission from the copyright holders.
Any customer of Smooth Stitch Embroidery represents and warrants to Smooth Stitch Embroidery that he or she has the unrestricted right to use, copy, and distribute each copyright, trademark, service mark, trade name, logo, statement, graphic, artwork, name, photograph, portrait, picture or illustration of any person or any other intellectual property in the way it is to be printed on or otherwise applied to the merchandise ordered by the customer. All customers must agree to defend, indemnify, and hold Smooth Stitch Embroidery harmless from any claims, suits, or actions alleging that the merchandise ordered by the customer violates or infringes upon the rights of any third party.
All customers are solely responsible for obtaining proper permissions and licenses from third parties whose rights may be violated or infringed. To use any logo, trademark, or copyrighted items, a customer MUST have written permission from the logo trademark or copyright owner or be an employee-authorized agent or affiliate of the owner. A customer may NOT use any logo or other graphic material in a manner that may infringe copyright. A customer also may NOT use any logo or trademark in a vulgar, defamatory, disparaging, or otherwise unlawful manner. Smooth Stitch Embroidery assumes no responsibility for damages or any wrongdoing the customer may cause using a logo, trademark, or copyrighted items. Smooth Stitch Embroidery shall not be held liable for the unauthorized, improper, or illegal use of any logo, trademark, or copyright that is printed on or otherwise applied to merchandise ordered or purchased by the customer through Smooth Stitch Embroidery.
Ownership of Artwork and Digitized Files
While you own the right to control the use of your logo, all artwork and digitizing created by Smooth Stitch Embroidery remains the property of Smooth Stitch Embroidery. All electronic files created by Smooth Stitch Embroidery will remain the property of Smooth Stitch Embroidery for our exclusive use in executing your orders.
Because it is our policy to render art services for production orders solely on a cost-recovery basis, any transfer to the client of rights to creative works and materials prepared or contracted by our personnel is subject to reasonable release fees commensurate with the innovative services rendered and at a value as determined solely by us.
Returns for School Uniforms
Refunds will not be accepted without prior authorization for all school uniforms. All claims must be made within 14 days of receipt of goods. Please email us to start the return process: smooth.stitch.embroidery.returns@gmail.com. Please make sure to add your order number to the email.
We accept returns for school uniforms with the logo provided they are returned in the same condition they were received, unwashed and unworn, with the tags still attached. Items with personalized initials cannot be returned or exchanged. The customer is responsible for the cost of the return shipment. If an item was received in error (e.g., incorrect size, color, style, etc.), Smooth Stitch Embroidery will cover the cost of return shipping and ship out the new item.
If you request a refund, once your returned item is received, your refund will be issued on the card used to purchase the original. You will receive an email confirming the refund process.
Return Policy for Washed or Worn Items
Smooth Stitch Embroidery will not accept a return if the item has been worn, washed, or altered in any way (the school logo being an exception). A manufacturer’s defect on any uniform item should be disclosed right away by contacting us via email. Smooth Stitch Embroidery will immediately address your concerns during regular business hours.
Exchanges for School Uniforms
We accept exchanges for school uniforms with the logo if the item is not personalized with the student's initials. The item must be returned in the same condition it was received, unwashed and unworn, with the tags still attached, within 14 days of receipt of the goods. Please email us to start the exchange process. The customer is responsible for the cost of any return shipment.
If you request an exchange, once we receive your exchanged item, we will ship out your new item. The customer is responsible for the cost of the new shipment. You will receive an email confirming the exchange process.
Please send an email to smooth.stitch.embroidery.returns@gmail.com to start the exchange or refund process.