Shipping & Returns
Shipping Policy
Our Shipping Philosophy
We strive to get orders out to you quickly and accurately as possible.
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Delivery Time:
Delivery time is dependent on two factors:
1. Availability: Most products are in stock and will ship within 3-5 business days after it is embroidered.
Backordered items: When possible, we clearly indicate that items are on backorder, and for how long. So, you can know whether the item will arrive when you need it. Occasionally other items become backordered, in which case you will receive an email with information on the backordered item(s) as soon as possible.
2. Delivery Method: You will have a variety of delivery methods available at checkout, along with estimated delivery times and pricing, allowing you to choose the price and delivery time that works best for you. Estimated transit times are provided by the carrier but are NOT guaranteed by the carrier or GTL Threads. Choose a carrier that you trust. GTL Threads is not responsible for packages lost or stollen after delivery. Choose a method and shipping location that are secure.
Calculating Cost:
We are not in the business to profit from shipping -- the prices you see on your shipping options page come straight from the shipping companies themselves. Please contact us if the shipping on an item seems unreasonably high. We will double check the information in our system so that we can receive an accurate rate quote.
Risk of Loss or Damage:
For domestic orders, GTL Threads accepts all risks during transit and will replace or refund merchandise lost or damaged by the courier. However, once it’s delivered (or declared delivered by the courier) , GTL Threads cannot recover, refund, or replace lost or stolen items.
Cancellation/Refund Policy
PLEASE NOTE THAT WE WILL EMBROIDER YOUR GARMENT AT YOUR OWN RISK.
Cancellations:
Cancellations on orders after 3 days will be charged a 20% restocking fee on the entire order.
***All Credit Cards will be refunded except a 4 % fee for the transaction.
***There are no refunds of any kind on set up fees once the design is created.
***Designs created and not used are charged a $20 set up fee
Reasons for Return
Due to the personalized nature of our work, we will only replace defective items or refund payment for an order that you are not completely satisfied with if one or more of the following occur.
*The item is defective from the manufacturer.
*The embroidery quality is not commercially acceptable level and this must be agreed upon by both parties after communication of concerns has occurred.
*The design you received on your products is markedly different from the final proof you approved by text, email or in person prior to us embroidering your order.
Proofs provided at the request of customer.
Thread Colors
Thread color may vary slightly from a digital representation. We do our best to provide you with the closest colors to match your design. We try to provide a digital proof that is the closest representation of the color to be used. That said, we do not guarantee 100% the thread color will match your original design.
Garment Sizing
Garment sizes can vary from manufacturers. If you need information on sizes for a particular garment, feel free to request that information before ordering. Many of our garments are available in mens and womens, and unisex sizes. Please make sure you are clear on the size you are ordering. We are not responsible for the purchase of incorrect size.
Exceptions on Returns
*Items with custom embroidery are not returnable. Please check that you have ordered correct size and color.
*Items that have been worn, used or altered may not be returned or exchanged.
*Blank items will be charged a 20% restocking fee.
Requesting a Return
When making a return, the request should be made within 5 days of receipt of order.
All items must be returned before we will provide a replacement or credit.
EMAIL: GTLthreads@gmail.com
or call (904) 855-5521 to process your return.