Frequently Asked Questions

Orders

Can you decorate items that I already have?

No, we do not work on outside items. We offer a large variety of products that we can decorate. Please take a look through our online catalogs or stop by our showroom.

How long will my order take?

Generally, we ask that you allow approximately 10-12 business days for us to produce most apparel orders. This depends on the items, quantities, and other details of your order. Once we have all the details we will be able to provide a more accurate ETA. Specialty techniques and materials may take longer.

What information do I need to give you to get a quote?

In order for us to give you an accurate quote there are several key pieces of information we will need:

  • What is your Logo? We will need for you to email us a copy of your logo.
  • What will you need it on? Please pick the item(s) you would like from one of our online catalogs, or stop by our showroom to look at some of our popular styles.
  • Where would you like to have the logo on the items? Left Chest, Front, Back, and sleeves are all common options. Let us know if you are unsure and we can help you decide.
  • How many of each item do you need? We will need the sizes, quantities, and colors of all the items. Volume discounts are available.
  • When will you need it? We will generally be able to have your items ready within about 2 weeks from approval of your proof. Please let us know if you will need it sooner, rush production may available, though an additional fee may apply.
Do you have a minimum order?

Yes, we do have minimums. Most embroidered or screen printed items have a minimum of 12 pieces, but this can vary by style and decoration technique.

Items ordered through our Online Swag Store have their minimums listed on the product pages.

What are your shipping methods?

Our standard method in the United States is UPS Ground.

In the United States:  UPS Ground, UPS 3 Day Select, UPS 2nd Day Air, and UPS Next Day Air

Internationally:  UPS Worldwide Standard, UPS Worldwide Expedited, UPS Worldwide Saver, UPS Worldwide Express (Not all options are available for all countries)

Where do you ship to?

We ship to United States and International addresses via UPS.

What is your return policy?

Due to the custom nature of the items we offer, we are unable to accept returns or issue refunds unless the product is defective. In the unlikely event that there is a problem with your order, please notify us within 15 days of delivery or pickup so that we have the opportunity to make it right for you. You can reach us via email at sales@nicethreadsllc.com or via phone at (203) 349-5757. Our showroom hours are 10am to 6pm EST., Mon-Fri, excluding holidays.

Can I change colors/sizes after placing my order?

In order to secure the inventory and keep to our schedule, we order the blank items you picked right after you make your payment.  Since we don’t stock inventory, we will need to send the items back to our vendor, and re-order the new items.  This may delay your order and incur additional charges for shipping/restocking the inventory. 

If the digital proof has been approved and the order is in production, it is generally not possible to make changes.  In the event that we are able to stop production in time, we would need to charge for all items that had been decorated and any art/setup/labor/materials incurred or used up through that point.

What is your sample policy?

We have samples of many styles in our showroom that you can come and see in person, free of charge.

We can order blank samples of styles not in our showroom that you would like to see, but we require that you pay for the shipping for us to get them in and to send them back to our vendor(s).

If you need to take the samples with you then we would need for you to purchase the samples.

If we are able to use the sample(s) that you purchased from us for your order then we would be able to apply the sample price to the amount due for your order.  The shipping charges are non-refundable and will not be applied to the order total.

Any samples that we need to send back to our vendors need to be sent back 10 business days after they arrive in our showroom.  If you don’t come to see the sample(s) in that time-frame it will be sent back and no refunds will be given for the shipping.

What if I can’t find what I’m looking for in your catalogs?

Please reach out and let us know what you are looking for.  While our catalogs are quite extensive, they don’t have every item we are able to get. We work with a lot of vendors and may be able to get the item you’re looking for.

Payments

When is payment due?

We require that orders be paid in full before we begin ordering any blank product and creating digital proofs. Orders will not be scheduled, and production time does not begin, until payment has been received. Once you have approved the quote, we will email you an invoice for your order with instructions for making your payment.

For orders over $5,000 we can begin work with a 50% deposit. The remaining balance will be due upon our completion of the work, prior to shipping/pickup.

Which forms of payment do you accept?

We accept cash, all major credit cards, Apple Pay, and Google Pay.

Can I write you a check?

We do not accept personal checks.

We can accept company checks only for pre-approved accounts.

Do you charge sales tax?

We collect sales tax on phone and email orders shipping to CT and orders being picked up here at our showroom.

Orders placed through our online swag store have sales tax collected for all orders nation-wide.

My organization is tax exempt, do you still need to charge me tax?

We do not need to collect sales tax for 501c3 non-profits/charitable organizations. You will need to provide us with your tax-exemption certificate prior to placing an order.

Artwork/Logos

I have artwork, what format should I send you?

Any vector artwork is preferred, it is good practice to send it at actual size and in the actual colors you would like. File formats that generally have vector artwork in them are: ai, eps, svg, svgz, cdr, wmf, emf, and occasionally pdf. We will however work off just about anything you can send us, although an art charge may apply if we need to redraw your design. File formats that generally require a redraw include: jpg, tif, gif, png, doc, pub, ppt.

Do I get to see a proof before you make my order?

Yes, all new orders receive a digital proof that must be approved before any work can begin.

Taking more than 24 hours to approve your digital proof will add to your turnaround time.

Reorders of the same exact thing do not receive a digital proof by default unless you specifically ask for one when placing your order.

What’s the difference between a Proof and a Mockup?

A proof is a final rendering with all pertinent details that must be approved prior to going to production.

A mockup is a rough rendering to help you decide on details prior to placing your order.

Is there a charge for a mockup?

If you provide us with clean vector artwork then we would be able to create up to 3 mockups free of charge prior to placing your order. The 4th and subsequent mockups would be billed at $15 each. If you supply files that are not clean vector artwork, such as JPG, PNG, GIF, DOCX, PPT, would have an art preparation charge that would be due prior to the generation of the mockups and is non-refundable. Please feel free to reach out if you are not sure about your artwork, or have any questions, and we can advise.

I have a Tape from another embroiderer, can you use it?

We set up all of the embroidery files that we use. If you have a file from another vendor then we can use it as a reference, but we will still need to set up the files for our machines. Embroidery files can turn out differently depending on the machine, garment, handling, and other conditions. By setting up our own files we retain more control over the quality of our final product.

Ready to get started? We can’t wait to hear from you!