Frequently Asked Questions
(Click on any question to expand.)
What happens once I place my order?
Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number
Initial Merchologist Email: Within 1-2 business days, your assigned Merchologist will reach out to confirm your logo colors, logo location on the item, and desired decoration method. We will also verify whether you have a firm deadline for the order
Digital Proof Emailed to You: Within 3 to 5 business days, you will receive a proof via email of your digitized logo
Proof Approved by You: You must approve your logo proof within 24 hours to keep your order on schedule! Edits to the logo, or delays to the approval, will likely cause delays to your order ship date. We will not process your order until we hear back from you
Production: Once the logo is approved, the order goes into production!
Order Ships: Our standard lead times from when the order is placed until it ships out of our warehouse, all-in, are 10 to 12 business days
- You will receive an email with your tracking number when it leaves our warehouse
- Ground Shipping (included with your order) typically takes 3 to 5 days for delivery (on top of the 10 to 12 business days to process your order)
- Expedited shipping is also available for a fee
Because the digitizing and decoration charge of one logo (up to 10,000 stitches for embroidery and up to 2 colors for screen printing and heat transfer) are FREE on all orders, your price will always be the same as what was shown in the order confirmation you received post order placement. You may face additional charges if you choose to change your logo size, add an additional logo or colors to an existing logo, expedite your shipping, or “rush process” your order. In those cases, you will be notified about those charges from your Merchologist and will have to purchase them separately in a new “shopping cart” before we proceed – we will never charge your credit card without your permission!
What happens once I receive my order?
If you receive your order and you’re satisfied, please let us know! We love to hear about your experience with Merchology. If there is something wrong with the order, please reach out to your Merchologist. We must be contacted about any issues within 30 days of receipt.
General Ordering Information
Will I see a proof before my order goes into production?
Yes! Unless it is an exact reorder, you always see a proof of your logo before we proceed with decoration. You must approve your logo proof within 24 hours to meet your “Ships By” date!
If a customer is unable to be reached after an order is placed, Merchology reserves the right to fulfill the order based on the initial order information supplied at the time of checkout without a formally approved customer proof.
What is the "Small Run" fee and how do I get rid of it?
Almost every product on our site has a pricing table shown on the "Pricing" tab on the left side of the page. If you do not hit a minimum quantity on any of the products in your cart, a "Small Run" fee of $59.00 will be added on the cart page. This fee is to cover the costs of running an order of this size.
But have no fear: there are several ways to get rid of it!
- Companion styles and related products can be used to get to the minimum. e.g. If a minimum for a product is 12 pieces, 6 Men's + 6 Women's will get you there; same with 6 Blue + 6 Black.
- Get to the minimum for any wearable or bag and the fee is removed.
- Or, save up your quantities and buy everything at once or alternatively, purchase a few more than you might need!
Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been decorated with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Merchologist as soon as possible and they’ll be happy to assist you.
What if I need to cancel my order?
If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full. If your logo has been digitized & stitched out or issued a proof for approval there will be a $49.00 fee.
Do you charge sales tax?
Customers in certain states may be required to remit use taxes. If your organization is exempt, please supply your Merchologist with your resale certificate.
How large of a logo will you embroider for free?
We will embroider one logo up to 10,000 stitches for free. Nearly all of the corporate logos used on a chest, sleeve, cuff, or hat are under this stitchcount.
How do I know how many stitches my logo is?
You can view some sample stitchouts here, showing various logos & their stitchcounts. Additionally, we'd be happy to review your logo ahead of time and give you an estimate on stitchcount and any potential extra charges (if applicable).
What if I need a larger logo than 10,000 stitches? Or two logos?
We would be more than happy to give you a quote on requests such as this. Otherwise, once we receive your order, we will get in touch with you if any further charges apply.
What kind of artwork can I upload?
If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI images. However, we will take whatever you've got--we've seen pretty much everything! Or, if you have a DST embroidery file, upload it with your thread colors, and we can skip right to the "sewing out a proof" step! (NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing.)
Do you keep my art on file?
Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible.
Where do I upload my artwork?
We want to make placing an order as simple as possible, so we offer multiple options for logo upload. You can either upload it on the product page, select "Add Logo Later" and your Merchologist will get it from you before your order is processed, or email it to firstname.lastname@example.org with a reference to your order number.
Can I specify a PMS color for my imprint?
Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread colors. Your Merchologist will help with this as much as you'd like, too! You can always include a message about PMS colors in the "Comments" section of the ordering process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order).
Can I order apparel without embroidery?
All apparel from retail brands requires embellishment. (The one exception is sample orders of 1-2 pieces.)
What other decoration options do you have available?
View our Custom Decoration Methods here to learn more.
Does Merchology offer screen printing?
Absolutely! We've pre-selected many products to default to printing vs. embroidery, but if you're not seeing an option you want, just let us know.
Can I make edits to my logo?
If you would like to make an edit to your logo after receiving a proof, there will be a $20 edit fee. If you would like to make edits before you receive a proof just let us know!.
All orders include two different color variations. We suggest one variation for light colored items, and the second variation for dark colored items. Additional color variations will require a separate order.
Shipping & Delivery
How long will it take to get my order? (decorated goods)
All products on our site include a calendar with estimated ship dates on the product page – that is your most accurate resource for lead times! However, generally speaking for most products, the full process for custom logo decorated items – from the time you place your order to the time it ships to you – takes up to 12 business days, plus ground ship time to your address (typically another 3 to 5 days). If you need it sooner, rush processing is available -- please contact us. You may also expedite your shipping (for a fee) to ensure it gets to you sooner. You will receive a digital logo proof via email within three to five business days after you place your order – you must approve your logo proof within 24 hours to avoid delaying your ship date!
For our fastest turnaround time items, view our popular Quick Ship collection!
Do you offer rush processing?
Yes, we offer rush processing on most products on our site. Rush processing fees are a percentage of your order total that is dependent on logo(s), quantity, and in hands date. Please contact us.
How long will it take to get my order? (blank samples)
Blank (un-embroidered) sample goods ship between 1-5 business days, plus transit time to your location.
Can I ship internationally?
Absolutely! See "International Orders" below for further information.
Do you offer expedited shipping?
Yes, you can select 3-Day Select, 2nd Day Air, or Next Day Air with costs based upon the weight of your goods. (Expedited orders for suitcases and golf bags may incur further shipping charges, however.) There are expedited options available for international shipments, as well.
Can I ship on my own shipping account?
Yes. Just let your Merchologist know (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to help.
How do I place an international order?
It's the same checkout process for everyone, domestic or international! When you get to the checkout page and enter your address, you will see all shipping options for your respective country. (Merchology uses UPS as our international shipping partner.) Place your order, and our Merchologists will follow up with any questions. Please note: you/your company will be responsible for duties & fees when the goods arrive in your country.
What payment methods do you accept for international orders?
We accept all major credit cards, Paypal, as well as wire transfers. Please inquire if you have any questions.
How long will it take for an international order to arrive?
All international orders ship from our warehouse in Minneapolis, Minnesota, USA. Our standard lead times are up to 12 business days after stitch out approval is given + your chosen UPS shipping method from Minnesota to your country. Edits to a logo or delay in responses will delay the order ship date. Please be sure to include the name & phone number of whomever will be responsible for paying the duties & fees when the goods arrive in your country; any issues with this can cause delays to delivery.
How do I order samples?
If you are in need of a sample before the purchase of your group order, please select "Sample" as your decoration option on the product page. Un-decorated samples shipped within the United States can be returned for a refund & no additional charges within 30 days of purchase if the style is not chosen by your company or group. (Note: All sample orders exceeding $500.00 will incur a 15% restocking fee.) For samples shipped internationally, the customer is responsible for shipping charges back to the U.S.
Are there limits to samples?
Some brands do have a limit for samples, please contact us for more information.
What type of payments do you accept?
We accept all major credit cards, Paypal, and pre-approved Net 30 terms.
When do you charge my credit card?
We authorize your card once you place the order on our website, but we do not collect the funds until we verify your product is in stock.
Do you offer Net 30 terms?
Yes. There is a $750 minimum on all opening Net 30 terms orders. Please contact us before you place your order if you'd like to get set up on Net 30 terms. Net 30 terms are not valid on sample orders.
What if I’m unhappy with my order?
If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact your Merchologist and we will find a suitable resolution. Your experience with Merchology means everything to us and we will do our best to work with you on any issue. We must be notified of all issues within 30 days.
Can I return embroidered apparel?
The only returns we can accept are for defective apparel or defective decoration. However, we will try and help you out as much as we possibly can, within reason.
Trademarks & Logos
If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.
Certain retail brands have logo use guidelines that Merchology follows; we reserve the right to cancel orders with logos that do not conform to those guidelines.
The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.
All prices and product information are subject to change without notice.