We are happy to answer any question not addressed below.
Call and talk to us today at 352-340-4343 or send your inquiry to [email protected].

Due to the custom nature of these products, we've built a few "approval" steps along the way.  This is to ensure there are no surprises along the way.

You will receive an automated Order Confirmation immediately after submitting your order online.  Within 24 hours you will receive a written Sales Order confirming the details of your order and ALL applicable charges.  If we have questions regarding your order, we will contact you during this time.  Once the Sales Order is approved, the order is submitted to the factory.  You will then receive a virtual proof within 1-3 business days requiring your approval.  Once the proof is approved, an invoice will be sent and payment will be required to move the order into production.

What are the available methods of payment?
Answer:  Payment information will not be collected during the initial order entry.  You will receive a written Sales Order within 24hours  that will outline all necessary charges that may not be available during checkout (ie, shipping charges, sales tax, etc.).  Once the sales order is approved, your order will be submitted to the factory to request a virtual proof.  Once the virtual proof is approved, you'll receive an invoice with a link requesting payment if this is your first order with us.  We accept all major credit cards.  You can also mail a check but this will hold up production of your order.  Once payment and proof approval are received, your order will move into production and will be assigned a shipping date.

Can I make a change or cancel my order after it has been placed?
All order modifications must be made within 24 hours approving the Sales Order. Once the Sales Department transfers the order data to production no changes can be made to it. Any order cancellation request sent after the 24 hour period will not be accepted. This applies to normal production orders only. There are NO cancellations for rush orders.

My grand total is $0.00!  Does this mean my order is free?
Our website consists of thousands of products and information pages that are continuously being updated by our web administration team. It is part of our priority to be as precise as possible when publishing product data so as to provide you with the best basis for deciding on your orders. Be as it may, system glitches such as $0.00 or penny pricing may occur from time to time.  Your correct total will be reflected in the Sales Order that will be emailed to your after your order is submitted.

How long will it take for my order to arrive?
Delivery time is the combined duration of production PLUS the shipping time*. *Production time + Shipping time = Delivery time. (Weekends and holidays are excluded from this timeframe.)

What is your standard production time?
If your order requires a tight turnaround, please email us directly at [email protected].
The estimated normal production time is 6-10 business days after order placement. This time frame is also dependent upon the size of the order and/or the complexity of the artwork or decoration process employed. If you have a target "in-hands" date, please be sure that there is enough lead time before placing an order with a normal production time frame. Delivery dates are only estimated and not guaranteed for orders with normal production time. If you pay for expedited shipping of a normal production order only the method of shipping will be guaranteed; the production time frame will remain relative to the other factors of production (order quantity, artwork quality and editing, decoration requirements, etc.).

Do you offer rush production?
We provide a "24-Hour Rush" (production time only) service on some items. Production time does not include shipping time. Shipping time must also be added to production time in order to get an accurate delivery time frame. Production time is guaranteed on rush orders; however the delivery dates are only estimated, unless you opt for expedited shipping. When a rush order is placed with a ground shipping method, the delivery date will also be estimated and not guaranteed, as shipping companies do not offer guarantees for ground shipping. However, if you opt for expedited shipping the delivery will be guaranteed on the date that you will require.

Custom printing entails intricate and detailed work both on the part of the artist as well as the printer, hence, to maintain a high level of quality, we recommend rush orders as a last resort. Camera-ready artwork is required for all rush orders, so as to remove unnecessary delay.

What are your Guarantee Policies?
Lowest Price Guarantee - Find a price lower than ours and we'll match it. *Just email us a copy of a quote or link to our competitor's website and we'll match it.

On-Time Shipment Guarantee - You will receive your order on time. *Once an order is submitted, any changes, delayed artwork submissions, or delayed proof approvals will void our guarantee policy.

Personalized Service - Our experienced Sales and Customer Service are standing by to assist you.

How do I send my artwork?
The bottom of the checkout screen has a checkbox where you can click and then upload your artwork or it can be emailed directly to [email protected].  Please indicate the order number in the subject line of the E-mail, this will be included in your Order Confirmation email that will be sent immediately. *If we do not receive the artwork and/or imprint instructions in a timely manner your order may be subject to delays. We recommend that you submit High Resolution art files to meet production time frames. If you do not have high resolution artwork available, send us what you have and we will provide editing and retouching services to prepare your designs for production. However, be advised that retouching and editing of an artwork may cause order delay and might incur additional art charges.

How should I select imprint colors?
Imprint colors must be carefully chosen. Certain colors, combined in the form of a product and imprint color, may not provide the best setup for your custom logos and designs. For example, dark color imprints on dark colored products will make logos hard to see. In order to ensure the best visibility of a custom logo/text, we strongly recommend printing light colors onto a dark surface and dark colors onto a light surface. On the other hand, this only serves as a guideline. We will not judge your options and color match preferences nor will we be responsible for the choice of imprint color(s) selected.

How large will my logo be printed?
Imprint area sizes vary by product and are available on the product details pages in our website.  It is important to pay close attention to the specs listed and not just the image used for the product.

Can I see a random/blank sample of the item first?
Of course! In most cases, we can send a sample free of charge.  Please note, we reserve the right to charge for the sample and/or shipping in some cases and to limit the number of samples sent to each shipping address.

Can I see a custom sample using my logo before placing a large bulk order?
In most cases, this is an option.  Email [email protected] or call 352-340-4343 for more details and to discuss charges.

What is the status of my order?
You are welcome to call or email us at any time to request an update on your order.  We will send an email with the tracking number once the order has been shipped.

What carriers do you use and how will my order be delivered?
We use Fedex and UPS for most orders.

Why did I receive more/less items than I ordered?
We make every attempt to deliver the exact quantity ordered. However, due to manufacturing issues, all orders may be subject to a 5%-10% over-run or under-run. Please call customer service for assistance.

How do I place a re-order?
Log into your account, select Order History.  You'll see a list of your orders.  You can either send us an email with the Order ID and request a reorder or select View Order and add the items to your cart.  You can also use the Sales Order from the original order and reply back to that if you still have the email.

What is your Return Policy?
The industry standard for customized products dictates a No Return-No Refund policy. However, if an order is not well received due to an error in production that varies from the approved proof we will reprint the order and ship it via Ground Service. When an error has been confirmed, we will make every attempt to promptly reprint the order. We will process the reprint order exactly as you had originally requested plus any necessary corrections. The product, logo/artwork or imprint color cannot be changed when processing the reprint unless pre-approved by our production team.

Do I need to pay the setup fee if I place a re-order?
This varies by product.  Some factories will charge a lower setup for an exact reprint and in some cases no setup will be charged.  This will be confirmed in the Sales Order approval process.  We recognize the setup charges can add up quickly and will do what we can to work with you on these charges, especially when there are multiple items being ordered at one time.

What is CMYK printing?
Four-color process printing involves separating the three subtractive primary colors of Cyan (C), Magenta (M) and Yellow (Y), plus Black (K). Vibrant full color images are recreated using the CMYK printing method. This process is recommended for multi-color art and photographs.

Can I use copyrighted material?
We do not take any responsibility in obtaining permission for reproduction of logos with patents, trademarks and copyrights. By agreeing to print any submitted artwork, Stitch to My Lue Promotions will not be held liable for any copyright infringement issue under any circumstance. University logos can only be accepted if you provide a license logo release form. The License logo release form must be duly signed and approved by the particular university from which the logo originates. This is to avoid any future royalty fees.  Unfortunately, we cannot accept Greek letters as artwork files, as these are considered as licensed artworks.