Order and Return Policy

After Placing your order, you will receive a proof

All embroidery orders will receive an email proof from our design department.

The proof is to ensure we have:

PLEASE NOTE:

this is a low-resolution jpeg, it will not be representative of the quality of the embroidery
Color will appear different on your screen, i.e white will look grey

We will not begin production on your order until you approve your approval.
If the order is incorrect, but accurate to the proof you approve, we are not responsible for replacing the product.
We list the size of the embroidery/ personalization on each item, but it is ultimately at our discretion, the size may change due to various restrictions.

Yes, as long as we have not run your order yet, if you find an error on your order confirmation, please contact us immediately!

Yes, pricing is the same with or without personalization. Please remember to select the “No Personalization” option when placing your order.

We focus on quality. Personalized orders ship from our shop in Richmond, Virginia, typically within 10 business days. There could be delays due to our suppliers.
We will not run your order until you approve the proof we email you.
NOTE: if you do not see our email please check your spam folder!
We are currently unable to expedite the turnaround time on any online orders, but if you come to our store and place your order in-person, we can prioritize your order and speed up the process for a rush order fee.
Orders placed during busy seasons such as the holidays and graduation could take an additional day or two.
Non-Personalized orders typically ship within 2-3 business day from our location in Richmond, VA.
Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please allow 12-24 business hours for the service to process the package, as it must be scanned at the location of departure before you are able to follow the shipment.
If you think you should have received your order by now, please contact us with your order number at craig@atlanticembroideryworks.com or +1(804)282-5027 and we will be glad to look into the status of your order for you!
Please inspect your order immediately upon arrival. If you receive a damaged or defective item, you must contact us within 48 hours of delivery

Because our items are custom made just for you, we will only issue refunds on orders that have not been personalized.
There will be a 10% processing fee charged for all refunds. See below for our full return policy.
If we make a mistake and your item arrives with incorrect personalization, please let us know immediately by contacting us at craig@atlanticembroideryworks.com or +1(804)282-5027 and we will correct the problem

We will contact you via email or phone call as soon as your package is returned to our business.
If the package was returned due to an inaccurate or incomplete address, we will ask that you pay an additional standard shipping charge for the second shipment.
All customized products are final sale due to the personalized nature of monogrammed gifts, unless there is an error on our part which was not approved by the customer.
If an item is eligible for return, it must be unworn, unwashed. If items are returned with stains or damaged, they are not eligible for return.
Please note that shipping charges are non-refundable. You can send your package back to us using the shipping method of your choice as you are responsible for these shipping charges as well. We suggest using a trackable shipping service or purchasing insurance for the package. We are not responsible for any packages lost or damaged in the mail and will not issue any refunds for them!
Exchanges: Because merchandise is available in limited quantities, we are unable to offer any exchanges. We suggest placing a new order for any items you want and following our return policy as outlined above.
HOLIDAY EXTENSION FOR RETURNS (STORE CREDIT ONLY): Due to the nature of gift giving around the holidays, we are extending our return timeline for orders placed November 23-December 24. Any order placed during that time period must be postmarked by January 15.

Please inspect your order immediately upon arrival. If you receive a damaged or defective item, you must contact us within 48 hours of delivery.
We want to help and correct! Please Contact Us and include a photo in your email!
If we made the error we will correct the mistake, free of charge
If you entered the incorrect information and approved the proof, please reorder through the website. We are not responsible for replacing the item.
If we receive the merchandise within 14 days of delivery, a refund will be issued to the original form of payment. Due to credit card processing fees, there will be a 10% restocking fee on all cash refunds.