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 mockup 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. Mockups, 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 mockup and order details.
Digitizing fees are non-refundable once digitizing has begun. Digitized embroidery files remain the property of Neatko Embroidery Studio unless purchased separately.
Mockups, digital previews, and sample images are for general reference only. Final embroidery may look different from digital previews, 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 mockup, 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, store credit, or refund, at Neatko Embroidery Studio’s discretion.
8. Customer-Supplied Garments
If the customer supplies garments or other items, Neatko Embroidery Studio is not responsible for hoop marks, fabric distortion, puckering, fabric pull, needle breaks, stitching issues, damage to delicate materials, or other results related to the embroidery process, except for a clear production error confirmed by us.
Pre-owned, washed, or dry-cleaned garments may behave differently from new fabric. Used fabric loosens with wear and laundering, which can result in visible puckering or fabric pull around the embroidery. Results on used garments are not guaranteed to match the result on new fabric, and such effects are not considered production errors.
Some fabrics carry inherent embroidery risks, including but not limited to lightweight dress shirts, performance fabrics with stretch, sheer materials, and previously worn garments. We may advise against embroidery on unsuitable fabrics, but the final decision and risk rests with the customer.
The customer is responsible for providing extra garments above the order quantity to account for potential thread breaks, machine errors, or fabric defects discovered during production. We recommend at least 10% extra. Without extra garments, the customer accepts the risk of incomplete order fulfillment.
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, store 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 allowed by law, Neatko Embroidery Studio’s total liability for any claim relating to an order will not exceed the amount paid for that specific order.
19. Limitation of Liability
Neatko may reject and remake any piece that does not meet our quality standard before delivery. Such remakes are part of normal production and may extend the timeline.
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.