Frequently Asked Questions

Everything you need to know about ordering embroidery supplies from BrandStitch

Shipping & Delivery

How long does shipping take?

Most orders ship within 2 business days and typically arrive in 10-15 business days. We offer free shipping on all orders over $50.

Express shipping (3-5 days) is available for select products at checkout for an additional $12.95.

Do you ship internationally?

Currently, we only ship within the United States. International shipping will be available soon.

How can I track my order?

Once your order ships, you'll receive a tracking number via email. You can also track your order anytime by visiting our Order Tracking page.

Returns & Refunds

What is your return policy?

We offer a 30-day return policy on all unused items in their original packaging. Items must be in resellable condition.

To initiate a return, contact us at sales@brandstitchco.com with your order number.

What if I receive a damaged or defective product?

We're sorry if that happens! Contact us immediately at sales@brandstitchco.com with photos of the damage. We'll send a replacement or issue a full refund right away.

How long do refunds take?

Once we receive your return, refunds are processed within 3-5 business days. It may take an additional 5-7 days for the refund to appear in your account depending on your bank.

Products & Ordering

Are your embroidery threads compatible with all machines?

Yes! Our polyester and rayon threads are compatible with all major embroidery machine brands including Brother, Janome, Baby Lock, Bernina, and Singer.

What stabilizer should I use for my project?

It depends on your fabric and design:

Tear-away: Best for stable fabrics like cotton, denim, and canvas
Cut-away: Best for knits, stretchy fabrics, and heavy stitch designs
Wash-away: Best for delicate fabrics or when you don't want any backing to remain

Check out our blog guides for detailed stabilizer recommendations.

Do you offer bulk discounts?

Yes! For bulk orders or wholesale inquiries, contact us at sales@brandstitchco.com and we'll provide custom pricing based on your needs.

Can I cancel or modify my order?

If your order hasn't shipped yet, contact us immediately at sales@brandstitchco.com and we'll do our best to cancel or modify it. Once shipped, you'll need to follow our standard return process.

Payment & Security

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

Absolutely. We use Shopify's secure payment system with SSL encryption. We never store your credit card information on our servers.

Starter Kits & Bundles

What's included in your Beginner Starter Kit?

Our Beginner Starter Kit includes everything you need to start embroidering:

40-color polyester thread set
Tear-away and cut-away stabilizers
Embroidery hoops (multiple sizes)
Needles variety pack
Thread snips and scissors

It's perfect for beginners or anyone starting a custom apparel business.

Can I customize my starter kit?

Not at this time, but you can purchase individual items separately to create your own custom setup. Contact us if you need help choosing the right supplies for your specific needs.

Still Have Questions?

Our team is here to help you get started with your embroidery business.