Frequently Asked Questions
General
Immediate Confirmation Email: Immediately after placing your order, you will receive an automated email confirmation with your order number and details about your purchase.
Digital Proof Emailed to You: Within 3 to 5 business days, you will receive a proof via email of your digitized logo of sew out on sample material next to a ruler for sizing comparison.
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 facility can change based on demand, but is approximately 12-15 days, but we do offer a Premium and V.I.P. service with faster options. This can be found on the product page under the section: NEED IT FASTER?
You will receive an email with your tracking number when it leaves our embroidery facility, USPS Priority Shipping typically takes 2 to 4 days for delivery (on top of the days to process your order). Expedited shipping is also available for a fee, and this can be selected during checkout.
It’s a simple and transparent process – all our products are listed with prices on our embroidery website. Just select the desired quantity, add the decorating charge per item, and proceed to checkout. Once you’ve entered your shipping address, you can choose your preferred shipping method.
Providing a DST file incurs no additional charges. If you submit an art file for us to digitize, there is a one-time fee of $50. Once this artwork is stored in our facility, you can use the file at any time without incurring further charges.
Our equation: (Product Price) + (Decorating Price) + (Tax/Shipping) = (Happy Customer).
After we receive your order, the next step involves digitizing your logo file. This digitization process typically takes 3-5 business days. Digitizing (DST) is the transformation of analog information into binary code (0s and 1s) to enable storage, processing, and transmission by computers, facilitating stitching on your products. Once we obtain the DST file, we’ll generate a sew-out on sample material and provide you with an image for your approval that must be approved to move forward.
Decorate One embraces its name by eliminating any minimum order requirements. Whether you’re looking to embroider just one item, request a sample, or place an order for your entire company staff, we’ve got you covered. We provide this service for individual item decoration, and once you choose us as your supplier, you become part of our family.
| Unit Quantity In Cart | Price Per Piece Decorated |
|---|---|
| 1 – 6 | $15 |
| 7 – 12 | $12 |
| 13 – 36 | $9 |
| 37 – 72 | $8 |
| 73 – 144 | $7 |
| 145 – 300 | $6 |
| 301 + | $5 |
| Digitizing Fee | Each Logo |
|---|---|
| Digitizing Fee | $50 |
| Digitizing Fee – DST File | $0 |
| Personalization Fee | Price Per Piece |
|---|---|
| Custom Name | $10 |
Customers in the State of Florida may be subject to sales taxes. If applicable, these taxes will be displayed in the shopping cart based on your location. If your organization is tax-exempt, proceed with placing the order, and the sales tax will be included. After receiving the order confirmation, send us your tax-exempt certificate. Upon verification, we will promptly remove the tax. Please note that we can only remove taxes once the exempt certificate is received and verified.
Artwork
File Upload Guidelines: Optimal file formats for embroidery include vector files such as EPS, AI, or PDF. Alternatively, high-resolution bitmap files like PNG or JPG are acceptable.
When applying the identical logo to a product in various sizes or using the same artwork on different items, kindly include only one logo with your initial purchase upload.
If you dont have your logo in print ready format, No problem! Our in-house art staff can assist you. We offer an art reproduction service for $100, with a turnaround time of 3-7 days. Please place your order first, as this service is exclusively available to our customers.
Certainly. Once we have established and used your logo for an order, we retain it in our files for future use.
Certainly, achieving an exact match to every possible PMS color might not be realistic due to the variations in thread colors. However, we strive to come very close. If you have specific PMS color numbers, we suggest providing the PMS color numbers on the product page during the personalization step, specifically within the SPECIAL INSTRUCTIONS section. This helps us in getting as close as possible to your desired color.
The size of your logo is determined by our team of professionals who strive for the best possible design outcome. Each logo is unique, and under most of our products, you can find a Decoration Spec Sheet. Clicking on this sheet will provide details about available decorating options. In cases where there isn’t a Decorating Spec Sheet, such as with our Baby Emoji Bib, the general rule is that it will be embroidered in a 4″ hoop, allowing space for the Emoji and the child’s name. It’s important to note that the machine’s dimensions must fit inside these hoops, resulting in the final embroidered piece appearing slightly smaller.
After we receive your order, the next step involves digitizing your logo file. This digitization process typically takes 3-5 business days. Digitizing (DST) is the transformation of analog information into binary code (0s and 1s) to enable storage, processing, and transmission by computers, facilitating stitching on your products. Once we obtain the DST file, we’ll generate a sew-out on sample material and provide you with an image for your approval that must be approved to move forward.
If, for any reason, you are dissatisfied with the proof, and we are unable to address your concerns to your satisfaction, we will cancel your order, charging only the digitization fee of $50. Customer satisfaction remains our priority.
If you require decoration in multiple locations or personalized names for each of your employees or gifts, this falls under the custom category. We can send you an invoice for the customization. Additionally, if you need a single personalized name under a logo or emoji, this can be accommodated during the decorating options selection on the product page.
Shipping
If we receive sew-out approval on the same day it is sent for approval, the estimated timeline for your order would be as follows: Decoration of your items typically takes 12-15 days, followed by a shipping duration of 2-5 days. This totals to approximately 21 days or sooner.
We’re always working to get your orders on their way to you as quickly as we can. Most orders will be dispatched within 2-4 business days, though there may be some delays around sales and peak periods. You’ll get a notification when your order has started its journey so you can track its progress.
Certainly, we provide express shipping options, as this can be selected during checkout.
It’s important to note that we also offer expedited processing times for your convenience. For expedited options, we offer Premium and VIP services, reducing the decorating time to 5-7 days, potentially bringing the overall process time line down. Providing a DST file and promptly approving the sew-out can further accelerate the process. If you require even faster service, please don’t hesitate to reach out to us.
Certainly, but it’s important to clarify that this shipping method is exclusively available for orders of 500 units or more. Here’s the process: after checking out and selecting a shipping method, once the order is complete, we will contact you with details regarding dimensions, weights, and the quantity of boxes. You’ll then have 24 hours, or until noon the following business day, to send us the shipping labels back via email. We offer this service for UPS and FedEx only. If the labels are received within the stipulated timeframe, we will ship under your account and refund 100% of the shipping total on your order. It’s crucial to note that if we don’t receive the shipping labels within 24 hours of the request, we will ship using the selected shipping method during checkout. This is to ensure the functionality of our loading docks at all times, and there are no exceptions to this rule.
After your order is shipped, you will receive tracking information via email. Use the provided tracking number to visit the carrier’s website for a detailed step-by-step overview of your delivery progress. Once your package is delivered, you can expect to receive a delivery notification email as well.
Certainly, you have the option to pick up your package. Please choose “LOCAL PICKUP” during checkout under shipping options. Once your order is complete, you will receive a notification, and the pickup location will be our facility at:
DecorateONE
6550 E Rogers Circle
Boca Raton, FL 33487
Payments
We gladly accept all major credit cards. Any additional payment options will be presented on the checkout page for your selection.
We exclusively accept signed and approved purchase orders from public government institutions, including public school districts, public universities, and various city, county, or state government bodies.
For these specific orders, which fall under the category of custom orders, kindly get in touch with us. We will create an invoice and discuss the terms that align with the requirements for this service.
If your order encounters issues, it might be related to the security measures of our payment gateway. Kindly submit a request to receive a custom quote. This will initiate communication and facilitate the prompt completion of your order.
Unfortunately, all orders must be paid in full through our website to initiate the ordering process. We apologize for any inconvenience, but this is currently the sole option available for our accounting procedures.
For any additional items ordered, such as personalizing employee names on each item or adding the logo to multiple spots on a product, we will send you an invoice. This invoice must be settled before we commence with processing.
Policy
Due to the custom nature of logo-embroidered apparel, we only accept returns for defective apparel. Returns for sizing issues are not accepted. Nevertheless, we will make reasonable efforts to assist you as much as possible.
If you’re dissatisfied with your order due to product defects or unexpected imprint quality, please contact us, and we will seek a suitable resolution. Your satisfaction is a priority, and we are committed to working with you on any concerns. It’s crucial to notify us of all issues within 7 days of receiving the order. Additionally, we take pride in our extensive experience, having decorated for numerous Fortune 500 companies over the past two decades, establishing a stellar reputation in the industry.
We regret to inform you that once an order is placed, we cannot accommodate cancellations. Our system operates automatically with no human interaction, seamlessly progressing from confirmation to Netsuite, and subsequently placing orders directly with the manufacturer.
The digitizing process is also automated, with your artwork file transferred in real-time from our database to their digitizing software. This automated workflow enables us to provide you with the fastest turnaround times for decorating your products. We appreciate your understanding in this matter. In the event of changing an order within the specified time frame may incur a $50 change fee. In the rare case of order cancellation due to exceptional circumstances, a 25% processing fee will be applied, and the remaining balance will be refunded.
If your order encounters issues, it might be related to the security measures of our payment gateway. Kindly submit a request to receive a custom quote. This will initiate communication and facilitate the prompt completion of your order.
Garment sizes may vary between manufacturers. If you require information on sizes for a specific garment, please review the PRODUCT SPEC SHEET, PRODUCT MEASUREMENT documents found under each product page from the manufacturer. Our range includes mens, womens, and youth sizes, so ensure clarity on the size you are ordering. Unfortunately, returns for sizing issues cannot be accommodated.
All our policies and terms must be thoroughly read and agreed to before completing your order checkout. By confirming that you have read, understood, and agree to these policies before checkout, it is understood that these terms are firm. If you have any questions prior to checking out, please reach out to us before agreeing to the terms.
Other
Certainly, you can mail or drop off items for us to embroider, but please note that we only accept orders consisting of 24 pieces or more. The applicable decorating rates:
| Unit Quantity In Cart | Price Per Piece Decorated |
|---|---|
| 1 – 23 | NA |
| 24 – 36 | $15 |
| 37 – 99 | $12 |
| 100 – 143 | $10 |
| 144 – 300 | $8 |
| 301 + | $6 |
| Art Fee | Each Logo |
|---|---|
| Art Setup | $50 |
| Personalization Fee | Price Per Piece |
|---|---|
| Custom Name | $10 |
When using artwork supplied by us for embroidering your product, you are warranting that you possess unrestricted right and authority to use and distribute that artwork.
It’s essential to note that certain retail brands have logo use guidelines that we adhere to. We reserve the right to cancel orders with logos that do not conform to these guidelines.
In the event that your logo is declined due to trademark or copyright issues, a 25% restocking fee will apply to the entire order. This fee is intended to cover the costs associated with digitizing and ordering the merchandise. We appreciate your understanding in this matter. If you have any concerns or questions, please feel free to reach out for further clarification.
Certainly, you can request additional locations for your logo. However, our system cannot automatically process this, so you will need to request an invoice from us. The rates for additional locations are the same as we charge per decorating location.
Typically, we do not offer blank apparel for sale. The retail brands we carry generally require decoration, and therefore, our products are available with embroidery or other specified decoration methods.
Still need help
After thoroughly reviewing our FAQs and still have additional questions, feel free to contact us via email or try our live chat for assistance. We’re here to help!
Call Support
Feel free to attempt reaching us via the phone at 561-356-5214. Please understand that we prioritize live assistance, and if our team is currently occupied with decorating our customers' items, we recommend trying our live chat for a quicker response. We appreciate your understanding and look forward to assisting you promptly.
Chat with Us
For the most efficient communication, we recommend using our live chat feature, as it allows us to review your questions and provide responses via email even if we are currently engaged. During business hours, you'll likely be able to connect with a live representative for immediate assistance from a support specialist.
