Store & Custom Order Policies

 

Thank you for choosing Brooklyn Embroidery & Printing. Because our products are made, decorated, or prepared to each customer’s specifications, every order requires time, materials, and production capacity reserved specifically for that project. These policies are intended to keep expectations clear and help us deliver accurate, high-quality work.

By submitting an order, paying an invoice or deposit, supplying merchandise, or approving an artwork proof, you acknowledge and agree to the policies below. Any exception must be approved by Brooklyn Embroidery & Printing in writing.

 

Quotes, Pricing & Payment

Quotes are based on the information, artwork, quantities, sizes, products, decoration methods, and deadlines provided at the time of the quote. Pricing may change if the order specifications change, artwork requires additional work, supplier pricing changes, or unforeseen production requirements arise.

Every order must follow one of the following payment arrangements, as selected and approved by Brooklyn Embroidery & Printing:

1. Payment in Full: The entire order total must be paid before materials are ordered or production begins.
2. 50% Deposit and 50% at Pickup: A deposit equal to 50% of the order total must be paid before materials are ordered or production begins. The entire remaining balance is due immediately when the order is ready and before the order is picked up, delivered, shipped, or otherwise released.
3. Payment at Pickup: When expressly approved by Brooklyn Embroidery & Printing in writing before production, the entire order total is due immediately when the order is ready and before the order is picked up, delivered, shipped, or otherwise released.

Brooklyn Embroidery & Printing determines which payment arrangement is available for each order and may require payment in full before production at its sole discretion. A customer may not assume that a payment arrangement used for a previous order will apply to a future order.

We do not extend credit terms to any customer for any reason. We do not offer Net-10, Net-15, Net-30, Net-60, revolving credit, open-account billing, purchase-order credit, post-delivery invoicing, or any other delayed-payment arrangement. Approval to pay a balance when an order is ready for pickup is a limited payment-timing accommodation for that specific order only; it is not financing, an extension of credit, or permission to pay after pickup, delivery, shipment, or release.

No merchandise or completed work will be released until all balances, taxes, fees, shipping charges, and other amounts owed have been paid in full with cleared funds. We may pause production, withhold an order, cancel any unpaid portion, or revise the completion date if a required payment is late, declined, reversed, disputed, or otherwise not received. The customer remains responsible for all authorized work, materials, and charges incurred.

Deposits and setup, artwork, digitizing, screen, sampling, rush, shipping, and other service charges are nonrefundable once the related materials have been ordered, work has begun, or expenses have been incurred, except where applicable law requires otherwise. The customer is responsible for applicable taxes, shipping, delivery, and any unpaid balance.

 

Final Sale Policy

All customized, embroidered, printed, personalized, altered, special-order, and customer-approved products are final sale and are not eligible for return, exchange, cancellation, or refund. Blank merchandise ordered specifically for a customer is also final sale unless Brooklyn Embroidery & Printing agrees otherwise in writing.

This final sale policy does not limit any right or remedy that cannot be waived under applicable law. If we confirm that an item has a material production defect caused by us or materially differs from the approved order, our responsibility is described under “Quality Concerns & Claims” below.

 

Cancellations & Order Changes

Cancellation or change requests must be submitted in writing. A request is not accepted unless we confirm it in writing. Once merchandise has been ordered, artwork or setup work has begun, a proof has been approved, or production has started, the order cannot be canceled and may not be changed.

If we choose to accept a cancellation or change, the customer remains responsible for all completed work, ordered materials, setup and artwork charges, restocking or supplier fees, and other costs already incurred. Changes may require a revised quote and a new production schedule. There is also a change fee of $50 for each item change.

 

Artwork, Proofs & Customer Approval

Customers are responsible for reviewing every proof carefully, including spelling, grammar, names, dates, numbers, colors, dimensions, quantities, garment styles, sizes, decoration method, and placement. Approval authorizes us to produce the order as shown. Brooklyn Embroidery & Printing is not responsible for errors that appeared in an approved proof or in customer-supplied artwork or instructions.

Digital proofs are visual guides and are not exact production samples. Screen colors, thread colors, ink colors, garment colors, proportions, and placement may appear differently on a device or in a digital mockup. Exact color matching is not guaranteed unless a specific color standard and matching service are agreed to in writing before production.

Artwork, digitizing, separations, production files, and setup files created by Brooklyn Embroidery & Printing remain our production property unless a written agreement states otherwise. Charges for digitizing or setup cover preparation and production services and do not automatically transfer ownership of the underlying production files.

 

Customer Artwork & Intellectual Property

By submitting a logo, name, image, design, photograph, trademark, or other material, the customer represents that they own it or have full permission to reproduce it. The customer authorizes Brooklyn Embroidery & Printing to use the material solely to quote, prepare, produce, and document the order. The customer is responsible for claims arising from materials or instructions they provide and agrees to reimburse Brooklyn Embroidery & Printing for resulting losses, claims, and reasonable costs to the extent permitted by law.

We may refuse any artwork or project that we reasonably believe is unlawful, infringing, unsafe, hateful, misleading, or otherwise inappropriate.

 

Production Time & Deadlines

Standard production time is generally 7-14 business days. Production time begins only after all of the following have been completed: full payment or approved payment terms, final artwork approval, approval of all order details, and receipt of all required merchandise or materials.

Production times are good-faith estimates, not guarantees, and do not include proofing time, shipping or delivery time, weekends or holidays when the shop is closed, customer response delays, supplier delays, backorders, carrier delays, equipment issues, or events outside our reasonable control. A requested event date or deadline is not accepted unless we confirm it in writing. Rush service is subject to availability and additional fees.

For merchandise ordered online, by mail, or by telephone, we will provide any delay notice, cancellation option, or refund required by applicable law.

 

Garment Availability, Sizing & Variations

Product availability is subject to supplier inventory. We will not make a material substitution without customer approval. Customers are responsible for reviewing manufacturer size charts and selecting sizes. We are not responsible for fit differences among brands, styles, colors, or manufacturing lots.

Decorating garments and textiles involves natural and mechanical variation. Slight differences in color, texture, print or embroidery position, dimensions, registration, stitch appearance, and finish may occur from item to item. Unless a different tolerance is agreed to in writing, placement variation of up to approximately one-half inch and minor rotation or color variation are considered acceptable and are not defects.

 

Customer-Supplied Merchandise

Customer-supplied merchandise is accepted only with our approval and is decorated entirely at the customer’s risk. Customers should provide extra pieces to account for testing and ordinary production spoilage. We recommend at least one extra piece per style and color, and additional extras for larger orders.

We cannot guarantee how customer-supplied items will react to embroidery, printing, heat, pressure, pretreatment, adhesives, inks, needles, hooping, curing, or washing. Hidden defects, coatings, fabric treatments, dye migration, seams, pockets, zippers, inconsistent sizing, and material composition can affect the result. To the fullest extent permitted by law, Brooklyn Embroidery & Printing is not responsible for the replacement cost, retail value, sentimental value, lost profits, or other consequential loss associated with customer-supplied merchandise. If we determine that damage was caused solely by our production error, our maximum responsibility will be limited to the amount paid to us for decorating the affected item, except where applicable law requires otherwise.

 

Quality Concerns & Claims

Please inspect the entire order before distributing, wearing, washing, altering, or using any item. Any claim involving a shortage, incorrect item, or production defect must be submitted in writing within 5 business days after pickup or delivery and must include the order number, a description of the issue, and clear photographs. Claims made after that period, or after affected items have been worn, washed, altered, distributed, or used, may be denied to the extent permitted by law.

If we verify that an item contains a material production defect caused by Brooklyn Embroidery & Printing or materially differs from the approved order, we may, at our option, repair the affected item, reproduce it, issue store credit, or refund the amount paid for the affected item or service. We may require the item to be returned before providing a remedy. Normal variations, approved-proof errors, manufacturer defects, sizing preferences, and damage caused by improper care are not production defects.

 

Care of Decorated Products

Customers must follow the garment manufacturer’s care label and any care instructions we provide. Heat, harsh chemicals, high-temperature drying, ironing directly over decoration, and improper washing may damage decorated products. We are not responsible for damage caused by normal wear, misuse, or improper laundering or care.

 

Pickup, Shipping & Risk of Loss

Customers are responsible for providing accurate contact, pickup, delivery, and shipping information. Risk of loss passes to the customer when an order is picked up, delivered to the address provided, or transferred to the shipping carrier, as applicable. We are not responsible for carrier delays, loss, theft, or damage in transit, but we may assist with a carrier claim when reasonably possible.

 

Unclaimed Orders & Customer Property

We will notify the customer using the contact information provided when an order is ready or when customer property must be collected. Items not collected within 30 days after the first notice may be subject to reasonable storage charges. If an order or customer-supplied property remains unclaimed after additional written notice, Brooklyn Embroidery & Printing may treat it as abandoned and donate, recycle, dispose of, or otherwise handle it to the extent permitted by law. Unclaimed status does not cancel any unpaid balance. Please contact us promptly if additional pickup time is needed.

 

Promotional Use

Unless the customer asks us in writing before production not to do so, Brooklyn Embroidery & Printing may photograph completed work and display those photographs in our portfolio, website, social media, or marketing. We will not knowingly disclose confidential order information through such use.

By submitting or providing any artwork, logo, design, photograph, image, text, product, sample, or other creative material to Brooklyn Embroidery & Printing, the customer grants Brooklyn Embroidery & Printing a worldwide, perpetual, irrevocable, royalty-free, nonexclusive, transferable, and sublicensable license to photograph, reproduce, display, publish, crop, resize, adapt, and otherwise use the submitted material and photographs or video of the completed work for our portfolio, samples, website, social media, advertising, trade shows, sales materials, and other business or promotional purposes, without further notice, approval, attribution, or compensation.

The customer represents that they own the submitted material or have all permissions required to grant this promotional-use license, including any necessary permission from the owner of a logo, trademark, copyrighted work, photograph, name, or other protected content. If submitted material includes an identifiable person’s name, portrait, picture, likeness, or voice, the customer also represents that they have obtained that person’s written consent—or, for a minor, the written consent of the minor’s parent or legal guardian—for Brooklyn Embroidery & Printing’s promotional use.

This license does not transfer the customer’s ownership of their original design. Brooklyn Embroidery & Printing will not knowingly publish confidential pricing, contact information, order records, or other nonpublic business information. We may decide whether, when, where, and for how long to use or remove promotional content, but we are not required to use any submitted material.

 

Limitation of Liability

To the fullest extent permitted by law, Brooklyn Embroidery & Printing will not be liable for indirect, incidental, special, punitive, or consequential damages, including lost profits, lost business, missed events, or replacement purchases. Our total liability relating to an order will not exceed the amount actually paid to Brooklyn Embroidery & Printing for the affected portion of that order. Nothing in this policy excludes liability or customer rights that cannot legally be excluded or limited.

 

Events Outside Our Control

We are not responsible for delay or nonperformance caused by circumstances outside our reasonable control, including supplier or carrier delays, shortages, utility or equipment failures, severe weather, fire, flood, public emergencies, labor disruptions, government actions, or similar events. We will communicate material delays and comply with any remedies required by applicable law.

 

Policy Updates & Contact

The policy in effect when an order is placed will apply to that order unless the parties agree otherwise in writing. We may update these policies for future orders at any time.

 

Questions or concerns should be submitted to Brooklyn Embroidery & Printing using the contact information listed on our website.