Site Content

Our Policies

 

Customer Service


  • SERVICE is Quality, Timeliness, Reliability, Communication, Documentation, Pricing, they all count.
    If your  order is wrong, if your embroidery isn't quite the quality that you had  hoped for, if your screen printing design isn't correct, if your kick  off meeting was on the 10th and your order arrives on the 14th....
    Attention to Details: checking the order at every step of the process and making corrections  when necessary, and checking the order again...attention to details. 
  • Pricing isn't  always because of profit. Pricing includes materials, equipment, and  labor. In order for us to provide the best product possible (including  the service that accompanies that product), we can not charge less than  what it costs to produce your product. Our prices are based on what is  fair for you, the customer, and also, what is needed for us to maintain a  healthy business.
  • If you have received an estimate from another local business', send it to us. In most cases, we will be able to serve you better. 
  • If you have a valid retailer's business license, you are qualified to take advantage of our wholesale pricing. 


Embroidery Pricing


Embroidering: The base price includes 5,000 stitches and up to 5 colors. First  location is usually front left chest, but does not have to be.  Embroidery to additional locations is available and are priced the same  as first location. Pricing is for products purchased from Threadmasters.  Call us for a quote for customer supplied products.


 Disclaimer:  Threadmasters is not responsible for any damage/errors done to customer  supplied products. Please note: All customer supplied items must be  removed from packaging and have all pins, staples, tags etc. removed or  you may be charged a fee for Threadmasters to do this for you.


Pricing for Names and Titles are as follows: First Line (First name and/or Last name) is $10.00, second line is included. 

Minimum charge is $10.00

Pricing is approximate and when purchasing apparel through Threadmasters

Quantity 12-3 $6.0.5 for each thousand stitches

Quantity 38-72$5.00.40for each thousand stitches

Quantity 73-144$4.50.35for each thousand stitches

Quantity 145-288$4.00.30for each thousand stitches


Embroidery Shipping and Delivery


SHIPPING: We prefer to ship UPS ground. All orders are shipped FOB Phoenix, Arizona. 

DELIVERY SERVICES: We offer delivery services for all Arizona customers. 


  • In  Phoenix, all customers with an order of $1,400.00 or more, will not be  charged for delivery, if available . If the dollar amount of customer's  order is less than $1200.00, there is a minimum $20.00 delivery service  charge.
  • Areas  outside of Phoenix and within a 40 mile radius: all customers with an  order of $2,500.00 or more, will not be charged for delivery. If the  dollar amount of customer's order is less than $2,200.00, there is a  minimum $40.00 delivery service charge.
  • UPS  shipping costs include insurance coverage up to $100.00 on all  packages. If you would like to insure your order for the total invoice  amount, we can add additional insurance coverage. For each additional  $100.00 of coverage, you will be charged 0.35 cents.
  • Customer  bears all risk of loss or damage to the products at all times after we,  Threadmasters, has turned the product over to the carrier for shipment.  We are not responsible for delayed orders after they have left our  production room.
  • Some apparel may incur a FOB charge from our vendor, this charge is passed on to our clients.


Quantity and Limits


PRICING isn't always because of profit. Pricing includes equipment, labor, and materials. In order for us to provide the best product possible  (including the service that accompanies that product), we can not charge  less than what it costs to produce your product. Our prices are based  on what is fair for you, the customer, and also, what is needed for us  to maintain a healthy business.

  • There is a 12 piece minimum requirement on all orders. 
  • Customers with annual purchases equal to or greater than $10,000.00, do not have to meet the minimum requirement.


Production Time


We  do not begin any process prior to receiving authorization and  associated payment. Shipping time is not included in the following  duration (s). This  duration represent production time only unless  specifically specified and agreed to by Threadmasters.

Artwork: 1 to 3 days depending on complexity. 

Embroidery Digitizing: 5 days depending on the level of complexity, amount of details, and number of colors. 

Stock Embroidery Designs Setup: 2 days. 

Embroidery: 7 to 14 working days. 

Screen Printing: 7 to 14 days.  

Appliqué: Sorry we do not provide applique at this time 

Patches: 2-3 weeks, minimum order required


Ordering and Design Ownership


Before  your product (s) moves into production, we have work to do. To ensure  that your order is correct, we require that all final artwork and final  embroidery design samples are approved by you. corrections to your design. We will re-send the authorization pack, if we have made  an error or if the quality is not acceptable. However, if after seeing  your final artwork and/or embroidery design sample, you what to change the font style and size of your design, there is an editing charge of $20.00. Editing your design does not mean changing your design. Example, say your original design is a horse with a club  name and you want to change your design to a saddle with a club name.  There is an additional charge of $25.00 each time you request a design  change from the original design. Sometimes, we waive design  editing/design change charges.Threadmasters reserves the right to use  any design in marketing our business, unless it is noted at the time of  approval that the design cannot be used for marketing purposes. It is our goal to be fair, fair to our customer and to our business. 

  • After  having taken your order, having verified or finished your art and/or  embroidery design sample, and have completed your invoice, we will  mail/email you your completed order package. This package will include a copy of your final artwork and/or embroidered sample, a copy of your final invoice and an "Authorization Request"
  • Threadmasters strives to be eco friendly and emails proofs, authorization requests and invoices whenever possible.
  • Once  you have reviewed the information and agree to proceed, you simply  email the approval. In doing so, we are confident that when you receive  your order that it will be correct.
  • There is no additional charge for corrections to your design. We  will re-send the authorization request, if we have made an error or if  the quality is not acceptable. However, if after seeing your final  artwork and/or embroidery design sample, you what to change the font style and size of your design, there is an editing charge of $20.00. Editing your design does not mean changing your design. Example, say your original design is a horse with a club  name and you want to change your design to a saddle with a club name.  There is an additional charge of $25.00 each time you request a design  change from the original design. Sometimes, we waive design  editing/design change charges. It is our goal to be fair, fair to our customer and to our business.
  • Retention  of Ownership-Design Work and Spec Samples -Except for the rights  expressly granted to the Licensee (client) under this section, the  Licensor (Threadmasters LLC), the Licensor will retain all right, title  and interest in and to the Design Work, intellectual property and  proprietary rights. Licensee (client) shall not produce products based  on design work provided by  Licensor (Threadmasters LLC) without written  permission and release of design.  Threadmasters LLC may provide design  work  on a prepaid basis and ownership may be retained by the Licensee  (client).

Payments

A  50% deposit is required when your order is placed. The balance is due  prior to shipping or at the time of pickup. At times we request prepayment, on  small orders or ones that require a lot of setup/changes. The exception is to those  customers who have approved payment method accounts. We accept Visa and  Master Card and Discover Card. We also accept local checks, money  orders, cashier's checks, and cash. 


Returns and Warranty


All  shortages and errors must be reported within 72 hours of receipt of  product in order to receive credit. No returns without prior  authorization. An authorization number can be obtained by calling  customer service. 

  • Items that have been altered, customized, at the request of a customer cannot be returned for credit or exchange.
  • Threadmasters will refund, credit or exchange any product if we currently offer it and it is unused and in the original packaging.  Returns must be made within 30 days after the date of purchase.  There  will be a restocking fee of a min. of 20 % and return shipment fee (to  vendor)
  • Items  that have been worn or washed cannot be returned, except if apparel is  defective , the shipping charge (fob) is non-refundable. Our goal is to  be fair to both you and Threadmasters regarding returns. 
  • If  you received your package on a special offer you will be charged a  shipping and handling fee 20% or 20.00, which ever is greater for  shipping.
  • Client owned items cannot be returned for a refund or credit.


CANCELLATION

Orders  may be cancelled prior to production, i.e. embroidery and/or imprinting  or order placed to vendor.. If order is cancelled due to customer  error, a restocking fee of 30% of total invoice plus shipping cost will  be charged to the customer. A authorization code will be given to you by  customer service.  Any incoming cost and restocking fees will be billed  to the client.


WARRANTY

All  products are guaranteed against defects in materials and workmanship  under normal use for a period of 30 days.  You may bring your own items,  but NOTE:  If we embroider on customer provided apparel or items we are  not responsible for damage or errors made to the items/apparel.