Frequently Asked Questions

How do I place an order?

Products available directly on our website can be added to your cart and purchased through checkout.

For custom orders or products not currently listed, please contact Sail Stitch LLC with your item, personalization details, and preferred colors. We will provide availability, pricing, and instructions for completing your order.

Do you offer custom and personalized items?

Yes! Most of our products can be customized with names, monograms, initials, wording, icons, logos, or other design details.

Customization options vary by product. Please review the product description carefully or contact us if you have something specific in mind.

How should I enter a monogram?

Traditional three-letter monograms are typically entered in this order:

First initial, last initial, middle initial

For example, Sail Stitch Embroidery would be entered as SES.

Please enter the initials exactly as they should appear. Sail Stitch LLC is not responsible for incorrect initials, spelling, dates, or wording submitted by the customer.

Can I choose my thread colors?

Yes, when thread-color selections are available for the product.

Colors may appear slightly different on screens than they do in person. We will choose the closest available thread color based on your selection unless a specific color is confirmed before ordering.

Will I receive a mockup?

A digital mockup may be provided for certain custom orders once paid and before production begins.

Mockups are intended to confirm the wording, design, placement, and general color choices. The final embroidered product may vary slightly in size, placement, texture, or color from the digital image.

The customer is responsible for carefully reviewing all details before approving a mockup.

Are product images exact representations?

Some website and social media images may be digital or AI-assisted mockups used to show design ideas and personalization options.

Because each item is handmade or embroidered individually, the finished product may vary slightly in placement, proportions, color, or appearance. Any listing using a mockup will be identified when applicable.

How long will my order take?

Our standard turnaround time is generally 3-10 days, unless otherwise stated in the product description or confirmed at the time of ordering.

Turnaround time begins after:

1. Full payment has been received
2. All personalization details have been submitted
3. Any required mockup has been approved

Turnaround time does not include shipping time.

During holidays, collection launches, or high-volume periods, processing times may be longer.

Can I request a rush order?

Rush orders may be accepted depending on product availability and the current production schedule.

A rush fee may apply. Please contact us before placing your order to confirm whether your requested date can be accommodated.

A requested date is not guaranteed unless it has been approved by Sail Stitch LLC.

Is payment required before work begins?

Yes. All orders must be paid in full before products are ordered, materials are purchased, or production begins.

Submitting an inquiry or discussing a design does not reserve a place on the production schedule. Your order is confirmed once payment and all required details have been received.

Can I change my order after placing it?

Changes cannot be made after an order has been submitted.

Please carefully review your item, size, color, quantity, personalization, spelling, and shipping information before completing checkout.

Can I cancel my order?

Because many of our items are made or personalized specifically for each customer, orders cannot be canceled after they have been submitted.

All sales are final.

What if I entered the wrong personalization?

Customers are responsible for providing accurate names, initials, spelling, dates, wording, sizes, colors, and shipping information.

Sail Stitch LLC is not responsible for errors submitted or approved by the customer. A replacement may be purchased at the customer’s expense, depending on product availability.

Do you offer local pickup?

Local pickup may be available for select orders.

You will receive a notification when your order is ready. Please do not arrive for pickup before receiving confirmation.

Pickup details will be provided after the order has been completed.

Do you offer shipping?

Yes. Shipping options and costs will be displayed during checkout or added to your custom invoice.

Customers are responsible for entering a complete and accurate shipping address. Sail Stitch LLC is not responsible for delays or delivery issues caused by incorrect address information.

When will I receive tracking information?

Tracking information will be emailed once your order has been packaged and the shipping label has been created.

Tracking activity may take time to update after the package is accepted by the carrier.

What should I do if my package is delayed or missing?

Once a package has been transferred to the shipping carrier, delivery timing is outside the control of Sail Stitch LLC.

Please review the tracking information and contact the shipping carrier if the package is delayed. If you need assistance locating your order, contact us with your order number.

Sail Stitch LLC is not responsible for packages marked as delivered by the carrier.

Can I send an order as a gift?

Yes! Please enter the recipient’s shipping address during checkout.

You may also include a gift-message request in the order notes when available. Pricing information is not typically included inside shipped packages.

Can I provide my own item for embroidery?

Customer-provided items may be accepted on a case-by-case basis and must be approved before being dropped off or shipped.

Embroidery involves machinery, needles, and hooping pressure. Although every item is handled with care, Sail Stitch LLC cannot guarantee or replace customer-provided items if unexpected damage occurs during production.

How should I care for embroidered items?

Care varies by product and will come with care instructions if applicable.

Are handmade items completely identical?

No. Slight variations are a normal part of handmade and embroidered products.

Design placement, stitching, fabric patterns, thread colors, and measurements may vary slightly from item to item. These minor variations are not considered defects.

Do you offer business or bulk ordering?

Yes. We offer custom ordering for businesses, organizations, teams, events, and retail shops.

Please visit our Business & Bulk Orders page to submit a request and learn more about product recommendations, quotes, invoices, and the ordering process.

How can I contact Sail Stitch LLC?

Please contact us through our website contact form or at Sailstch@gmail.com

When contacting us about an existing order, please include your full name and order number.