Frequently Asked Questions (FAQ)

πŸ›’ Orders & Customization

1. Q: How long do I have to change or cancel my order?

A: You have a 12-hour window from the moment you place your order to request any changes (such as size, color, or shipping address) or a cancellation. After 12 hours, your order enters production and can no longer be modified. Please contact us immediately at support@embroix.com.

2. Q: What customization techniques do you use?

A: We specialize in embroidery, heat transfer, and direct-to-garment (DTG) printing. Each product page specifies the technique used.

3. Q: I see some faint lines or marks on my garment. Is it defective?

A: No. These are temporary tailor's chalk marks used during production and will disappear after the first wash.

4. Q: Why does the color look slightly different?

A: Slight color variations may occur due to differences in monitor displays and lighting conditions. This is normal and not considered a defect.

🚚 Shipping & Delivery

1. Q: When will I receive my order?

A: Delivery time = Production Time + Shipping Time.

Production: 5–7 business days.
Shipping: USA (3–5 business days), International (7–21 business days).
You will receive a tracking number via email once shipped.

2. Q: How much does shipping cost?

A: Shipping is calculated at checkout. Free standard shipping is available on orders over $79.

3. Q: Do you ship internationally?

A: Yes, we ship worldwide. International orders may incur customs duties, taxes, or VAT, which are the customer's responsibility.

4. Q: What if my package is lost or stolen?

A: Once tracking shows "Delivered," we are not responsible. Please contact the shipping carrier to file a claim.

πŸ”„ Returns & Exchanges

1. Q: What is your return policy?

A: We offer a 45-day return and exchange window from the purchase date.

2. Q: Will I get a cash refund?

A: No. All approved returns are issued as Store Credit (digital E-Gift Card).

3. Q: Can I exchange for a different size?

A: Yes, exchanges are accepted within 45 days if the item is unworn and in original condition with tags.

4. Q: Who pays for return shipping?

A: Customers are responsible for return shipping unless the item is defective or incorrect.

5. Q: What if my item is damaged or incorrect?

A: Contact us within 7 days of delivery with your order number and clear photos. We will resolve the issue promptly.