FAQ

What materials are used for the shirts?

Unisex Sweatshirt and Hoodie: 35% cotton and 65% polyester.

Unisex T-shirt: 100% cotton.

How do I request a new idea/option?

We are constantly working on giving you the best possible product. If you have a suggestion for what we can do to become much better, please share your idea with us!

To submit a new idea/option, please Create a ticket Idea/Option Suggestion via Contact Us. You can also attach some supported images for reference.

What size Am I? Are your products true to size?

Our shirts are unisex and designed to fit all genders comfortably. You can refer to the size chart on each product page. Our products are committed to our size guide, with a variation of 1 inch at maximum. Any deception larger than 1 inch should be considered defective so please file for a claim.

Our shirts are made of heavy cotton and polyester tends to shrink slightly after the first wash. If you want to wear it loosely, you may consider ordering a size up.

Why have I not received an order confirmation?

If an order was placed and processed successfully, you should have received an automated order confirmation via email. Please check your Spam/Junk mailbox again if you do not see any email in your inbox.

If you checked your Spam/Junk mailbox and still did not receive the confirmation email, we recommend you to Contact Us so we may investigate this for you.

Can I see a preview of my order?

For custom orders, we offer design previews and mockups. Please contact us via the chat box or email so we can send you the images and confirm your custom details as soon as possible.

How can I cancel my order?

You will have within 12 hours after placing an order to cancel your order.
Please include your order ID and a reason for your cancellation as we’re always looking to improve.

To cancel an order, please contact our support team via Contact Us. After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/canceled.

How can I modify my order?

You will have within 12 hours after placing an order to modify your order.

Please request Change product sizing/color or Change artwork/text and provide your order ID with detailed information via Contact Us. We’ll do everything we can to accommodate your request. But please bear in mind that we cannot change an order once it has entered into production.

After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/canceled.

Why did you cancel my orders?

If you have made several orders and received emails stating that all have been canceled, please rest assured that all of them have been combined into one merge order for better supervision and will be processed as usual. This, however, doesn’t equal reduced shipping fee or a discount price.

How long does shipping take?

All items are made-to-order. This means that when you place your order, we embroider that item just for you, one at a time for the best quality!

Production Time: 2-5 business days.

Orders are processed when the payment is accepted. We process orders on business days which are Monday through Friday, Eastern Standard Time, except for holidays observed by the Post Office: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

U.S. Customers

International Customers

Please note that:
– We’ll ship from our warehouses in the EU or Vietnam based on your address to optimize delivery time and cost.
– Orders can take additional time passing through customs, sometimes without providing new tracking scans. We still anticipate that orders will arrive within the anticipated timeframes listed below.
If you have additional questions, we’re here to help! Send us an email, and we’ll get back to you ASAP. 🙂

Where do you ship?

We ship to all 50 U.S. states. We also ship to Puerto Rico, Virgin Islands, American Samoa, Micronesia, Marshall Islands, Northern Mariana Islands, Palau, and Guam. U.S. PO Boxes and APO/FPO/DPO addresses. However, please note that shipping to these regions may take longer than usual and there is a higher risk of delays or lost packages.

Please note:We do not ship to the following restricted zones due to adverse politics and/or pandemic status:

Cuba (CU)

Iran (IR)

North Korea (KP)

Sierra Leone (SL)

Palestinian Territories

South Sudan

Myanmar

Crimea Ukraine

Do you provide expedited shipping?

We only offer standard shipping service at the moment which should be aligned with our shipping policy. Please find more about our shipping info here: Shipping Infor

How much does shipping cost within the US?

The shipping fee may change from time to time depending on our margins, the package weight and the shipping destination. Also, an extra charge will be imposed with each item added. Please make sure to check the shipping fee at check-out carefully.

Why doesn’t the tracking status show no updates?

If the tracking information for your order hasn’t been updated in several days. Here are some reasons behind tracking information may not be updated:
– Holiday Rush
– Delay on the part of the carrier
– Weather Conditions
– Packages are not scanned at intermediary stops
So it looks like nothing is happening. Other times, it’s just the carrier running behind. It happens from time to time so we sincerely hope for your understanding and patience. If the lack of updates drag on for more than 2 weeks, please feel free to lodge a ticket via Contact Us. We will look further into the issue and get back to you in a timely manner.

I’m not from the U.S., do I need to pay any tax to receive my order?

We ship packages DDU (Delivered Duty Unpaid). Import duties and taxes for international shipments may be due upon arrival in the destination country by the receiver. The payment value depends on the total value of the package and varies by country. If this happens to your order, please kindly submit the bill to us, we will reimburse you the amount upon seeing qualified documents.

The tracking site says Delivered but I haven’t received my order yet.

Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. You may also need to check with your neighbors and family members in case they have misplaced the package. If none of the above works and the order still doesn’t show up after several days, please contact our Support team via the Help button at the bottom right corner for more assistance.

Can I edit my shipping address after I’ve placed my order?

While we’re unable to change your shipping address after purchase, you can change the shipping address within 12 hours of placing the order – just reach out to our team ASAP! 

Please request the option “Modify my order detail” via Contact Us.

How do I return an order?

All items at Stitchales are made after customers place orders so we cannot accept returns when the customers suddenly have a change of mind upon receipt. Pawemb, however, does stand behind our products and will offer replacement if the products are indeed defective, wrong or damaged. You only need to lodge a ticket with well-focused photos of the product(s) and we will review the claim immediately.

To change your order for reasons such as changing size, color, etc., you can consider the Insurance package attached to each product for a free exchange/return for any reason within the specified days.

What should I do if I receive a faulty product?

If you have received a defective/damaged product, please lodge a ticket with well-focused photos of the shipping label(s) and the product(s) via our email

When will I receive my replacement?

If a replacement is confirmed by our agents to be in the making, please rest assured that the production time should be the same with the original item. If it’s been a while and you still haven’t received the replacement, kindly Contact us.

How can I leave a review?

An email asking you for your feedback will be sent to your email inbox after the order is delivered so you are free to let us know how you feel about the product quality, the customer service and your experience overall. Or you can just visit the Product page, hit the Write a review button and let us know what you think. We hope you had a great time shopping at Stitchales 🙂

I received the items that are not as described.

Preview images may slightly differ from the real products due to file rendering process and the light of your monitor’s display, thus, we sincerely ask for your understanding in case of minimal difference. Meanwhile, if you think the difference is unacceptable, please don’t hesitate to Contact us and bring your concerns to our attention. And please don’t forget to submit a photo of the product(s) as well.

How to keep the product in good conditions?

You may find instructions on How to care for your product(s)– and keep them for longer in the product description listed in each product page. If you think any piece of information is missing or confusing, please feel free to Contact us.

How to prevent my shirt from shrinking?

• Read the label: The tag on the inside of the shirt will give instructions on how to properly wash and dry the shirt—keep in mind that just because the tag says that it’s ok to throw it into the dryer, doesn’t necessarily mean you should do so.

• Detergent: some detergents only work well in hot water so make sure you pick detergents that are specifically designed for cold water and washing T-shirts. Remember to use the right (amount of) detergent as too much will wear out your shirt before it’s time.

• Washing: Wash inside out with cold water with similar colors using a gentle/delicate cycle. Consider investing in a mesh laundry bag just like how you protect delicate items in a mixed laundry load.

• Ironing: Only if absolutely necessary. Iron inside-out on the lowest setting. Try to move the iron as quickly as possible and avoid running it over the graphic prints or areas that don’t have any wrinkles.

• Drying: Remove the Shirt when it is still damp to the touch and hang dry in a well-ventilated area. Avoid any direct contact with sunlight. The UV rays that it gives off can fade the colors or crack the logo or design.

• No-Nos: Avoid using bleach and do not tumble dry or dry clean.

Payments

Is my credit/debit card charged as soon as I order a product?

Your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.

What payment methods do you support?

You’ve got options!

For the checkout, we support Credit Cards: Visa, American Express, and Mastercard

Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a prepaid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.

PayPal: PayPal allows customers to have a personal account linked to any bank account or credit card for easy payment at checkout. Customers may also consider the PayPal Pay in four feature, where you can choose to pay 25% of the order first at checkout and set up autopay to have the rest paid bi-weekly. This is in support of customers who love the products but may find it tough to pay all at once. And it’s interest-free so why not?

My card was declined. What can I do?

You may try using a different browser, switching to Incognito mode or changing to another device even. If none of these works, our support team would be ready to assist you. Please Contact us. It does also help if you can attach a capture photo of the screen when the issue occurs

When will I receive my refund?

A refund usually takes up to 10 business days to reflect on your bank account from the date it’s issued. If it’s still well within this time window, we would appreciate it if you wait a bit longer. If it’s been a while and you are getting concerned, you may Contact us or with your bank or PayPal to see if there is any issue with the money movement of your account.

Discounts FAQ

Will your price match my order if I placed it before the sale?

We’re very sorry, but your discount code cannot be applied if the order was placed before the promotion started. However, if your order is still within the cancellation window (within 12 hours, according to our policy), you can cancel it and place a new one to apply the discount code.

How do I apply a discount code?

You can enter the discount code at the cart or checkout page. If you encounter any issues and the code doesn’t apply successfully, please go ahead and proceed with placing the order, then let us know via email. We’ll be happy to issue a partial refund for the discount afterward.

Can I use multiple discounts or promo codes?

Discount codes don’t stack. If you already use the 10% discount, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.

What should I do if I had forgotten to enter my discount code?

If you had forgotten to apply a discount code that was offered to you, you can contact our Support team at [email protected]. Our team will respond to you promptly!

Gift Cards

Does Stitchales have gift cards?

We sure do! We have a physical gift card. We hope everyone loves receiving Stitchales!

Can I add a note to my digital gift card?

You can add any message you like to the gift card—just leave your note when placing the order or message us directly, and we’ll take care of it for you.

How can I subscribe to your newsletter?

When you first visit Stitchales, there will be a pop-up window asking you to sign up for a discount price, please submit your full name and email to keep updated with our on-trend collections and promotions.

How can I unsubscribe to your newsletter?

If you find the constant updates from us bothersome, please hit the Unsubscribe button at the bottom of the latest email you receive from us, you will be led to a window where you will be asked to confirm your request, please hit Unsubscribe again. Meanwhile, we always love to hear more from our customers so let us know if you think we should stop flocking our customers with promotional emails.