Our Policies

Deliver

Shipping in North America is FREE!  

Yes!!!  We deliver internationally too!  International standard shipping is $15.00 but you can choose expedited options that are priced accordingly.

Buying

We cannot start your order until you are fully paid because this is a custom creation - JUST FOR YOU! 

Return

It is hard to re-sell someone's custom creation.  Our work starts when you send us a design to create - we have to re-draw and then digitize your creation in order to commercially embroider it.  If we are creating something that is custom and does not yet have a digitized design specifically made for embroidery, we will work with you to your satisfaction to get it right before it is sent to you but unfortunately, we cannot accept returns or refunds.  However, we know you will LOVE your custom creation :)

Exchanges

If there is a defect in your product, please contact us for an exchange.  We will provide you shipping information to send it back for inspection and we will send you a replacement product, but we do not provide refunds.

Delivery Times

Every order is custom stitched after you order it.  We require a bit of stitch time before shipping but we are currently shipping out our orders within 14 days from payment.  Shipping within Canada is typically 2-6 days and outside of Canada is 12 days +.  You will be sent a tracking number upon shipment so you will be able to see how long it will take to ship.

Cancellations/Switch order

We understand that sometimes customers wish to cancel their order. Since our orders are custom made per order just for you, Due to our commitment to process and ship orders as quickly as possible, we can only cancel orders up to 1 hour after they have been placed. If you would like to switch items in your cart, please email and we can gladly switch your product to your liking. To request an order cancellation or any order changes, please email sunwaycustomembroidery@gmail.com as soon as possible.