By placing an order or paying an invoice, the customer agrees to these Order Terms.
1. Custom Orders
All orders are custom-made. Once a digital proof is approved or production begins, the order is final and may not be canceled, returned, or refunded, except for a clear production error confirmed by Neatko Embroidery Studio.
2. Proofs, Logo Digitizing, and Final Appearance
The customer is responsible for reviewing and approving all order details before production, including spelling, layout, size, placement, garment choice, quantities, and thread color selection. Production will be based on the approved digital proof and order details.
Logo digitizing charges are non-refundable once artwork preparation or digitizing has begun. New logo digitizing is typically $30–50 one-time per logo version and includes digitizing, a test stitch-out, and a digital proof. Complex artwork may cost more than $50 and is quoted individually. A version means one stitch file: the same logo prepared for a cap and for a chest placement counts as two versions. One logo version is included with orders of 24 or more pieces. There is no separate setup fee. Text, names, and monograms in our standard fonts carry no digitizing charge. Additional garment-specific or specialty versions may require additional digitizing. No repeat digitizing charge applies when the same approved embroidery file is reused. Embroidery files remain the property of Neatko Embroidery Studio unless purchased separately.
Digital proofs, previews, and sample images are for general reference only. Final embroidery may look different from screens, photos, reference images, or prior samples.
Paid samples are non-refundable. A sample shows stitch quality on a fabric swatch and may differ from the final product on the actual garment.
3. Normal Embroidery Variations
Minor variations in thread shade, stitch direction, stitch texture, density, size, and placement are normal in custom embroidery and are not defects.
4. Color Matching
Exact color matching is not guaranteed. Thread and garment colors may appear different in person than they appear on screens, mockups, or customer-provided reference images.
5. Claims and Inspection
The customer must inspect the order immediately upon delivery or pickup and report any claimed production issue in writing within 5 calendar days. After that, the order is deemed accepted. Only clear production errors reported within that 5-day period will be considered.
6. What Is Not a Defect
The following are not considered defects and do not qualify for refund, remake, or credit:
- normal variation in thread shade, placement, size, texture, or stitch direction;
- pulled threads, snagging, or damage after delivery;
- wear and tear, washing damage, improper care, misuse;
- issues caused by customer approval of the digital proof, spelling, layout, or garment selection;
- fabric puckering or pull on lightweight, stretchy, sheer, or previously worn garments;
- results on customer-supplied garments that differ from results achievable on new fabric;
- and issues that would have been identified by a test stitch-out when the customer declined or did not allow time for one.
7. Limited Remedy
If Neatko Embroidery Studio confirms a clear production error, the sole remedy will be repair, remake, credit, or refund, at Neatko Embroidery Studio’s discretion.
8. Customer-Supplied Items — Assumption of Risk
Customer-supplied garments and other items are accepted subject to review and any custom pricing confirmed in the quote. Items must be new or freshly laundered, completely dry, odor-free, free of visible soil, and suitable for embroidery. Neatko Embroidery Studio may refuse any item at its discretion.
Customer-supplied items are accepted at the owner’s risk, subject to the per-piece limit stated below. Embroidery involves hooping, needles, stabilizers, and machine operation. Even with reasonable care, an item may be damaged due to its fabric, construction, hidden defects, prior wear, or an unexpected production issue.
If Neatko confirms a clear production error, the remedy for the affected customer-supplied item will be, at Neatko Embroidery Studio’s discretion, repair when practical, replacement, or a credit or refund of up to $40 per affected piece. Amounts above $40 per piece, including the item’s purchase price, retail value, and replacement cost, are excluded.
High-value, rare, sentimental, or irreplaceable items require prior approval and may be declined. Acceptance of such an item does not raise the $40 per-piece limit.
For quantity orders, Neatko may require additional items to allow for potential production loss. If the requested extras are not provided, the customer accepts the possibility that the completed quantity may be lower than ordered.
9. Test Stitch-Outs and Rush Orders
For best results, we recommend a test stitch-out on the same fabric type before production, particularly for customer-supplied garments, lightweight materials, or unusual fabrics. Test stitch-outs may require additional time and may incur an additional fee.
When the production timeline does not allow for a test stitch-out — including but not limited to rush orders, short-deadline projects, or limited garment quantities — the customer accepts that results may vary from optimal. Issues that a test stitch-out would have identified, including fabric pull, puckering, density adjustments, or thread color behavior on specific fabric, are not considered production errors.
10. Garment Availability
All garment styles, colors, and sizes are subject to supplier availability. If an item becomes unavailable, we may offer a comparable substitute, revised timeline, credit, or refund for the unavailable item.
11. Payment
Full payment or a deposit may be required before production begins. Any remaining balance must be paid before pickup or shipment unless otherwise agreed in writing.
Quoted per-item pricing assumes standard sizes. Extended sizes (2XL and above) and changes to quantities, sizes, colors, or items after quoting may adjust the final price.
12. Production Time
Any production or delivery timeline is an estimate only unless confirmed by us in writing. We do not guarantee turnaround times. Delays caused by supplier issues, shipping carriers, customer changes, late approvals, or events outside our control are not our responsibility.
13. Shipping and Pickup
Risk of loss passes to the customer upon pickup or when the order is delivered to the shipping carrier. We are not responsible for delays, loss, or damage caused by the shipping carrier.
14. Storage and Abandoned Orders
Orders not picked up within 30 days after notice of completion may be considered abandoned and may be discarded, donated, or otherwise disposed of without refund.
15. Customer Delays
Production timelines do not begin until all required approvals, payment, artwork, and order details are received.
16. Artwork Rights
The customer is responsible for having the right to use any logo, artwork, name, or design submitted for production and agrees to indemnify Neatko Embroidery Studio from any related claim.
The customer affirms they own or are authorized to use any logo, brand, institutional mark, or third-party design submitted. Neatko may require proof of authorization and may decline any order involving third-party or institutional marks. Submitting a photo of an existing branded product does not constitute artwork or authorization.
17. Refusal of Orders
We reserve the right to refuse any order or artwork at our discretion.
18. Limitation of Liability
To the fullest extent permitted by law, Neatko Embroidery Studio’s total liability for any claim will not exceed the amount paid for the specific affected item or service giving rise to the claim. Neatko is not liable for indirect, incidental, consequential, or replacement costs. Customer-supplied items are additionally governed by Section 8.
19. Quality Control and Remakes
Neatko may reject and remake any piece that does not meet our quality standards before delivery. Such remakes are part of normal production and may extend the estimated turnaround time.
20. Governing Law
These Order Terms are governed by the laws of the State of Texas. Electronic records and electronic acceptance may be used for orders, approvals, and payments.