Frequently Asked Questions

PROCESSING TIMES

What are your processing times?

Our normal processing times are 2-3 weeks. Outlines are estimated to be emailed to you around the 1-2 week mark. Orders ship in approximately a week or less after the outline is confirmed. If you need your order sooner, we do have the option to add an Express Fee which you can read more about below.

These timelines may vary due to a post of ours going viral resulting in an unexpected influx in orders, around the holidays, etc.

Express Fee / What if I need my order to gift by a certain date?

Since we receive so many requests to get orders made and shipped to be delivered for certain dates we will charge an "Express" fee.

This fee is $20 - this fee is for us to push your order to the top of our order queue and complete it before the orders placed prior to your order. 

We complete express fee orders in the order of urgency. If we have a lot of requests at the same time we complete the ones needed earliest first.

Email us after placing your order with your order number in the subject line.   Let us know the date that the order is hoped to be received by. We will be completely honest with you if it is doable or not. If we can get it done for you we will email you an invoice for $20 to cover the extra cost.

We WILL NOT begin working on the outline/order until the $20 express fee is paid.

Our processing times are 2-4 weeks with 1-4 day U.S. shipping so please try to order at least 2 weeks in advance of the date the order is needed by to give your order the best chances of arriving to you on time. 

*This DOES NOT expedite the shipping time, just our processing times! Shipping will still be 1-4 days unless you also want express shipping on top of the $20 Express Fee.*

*For International Orders: Even with our Express Fee, we cannot guarantee package arrival by the date specified. With the Express Fee we can ship the order out ASAP, however, International shipments normally take longer than expected to deliver.*

How do I contact you?

  • Email: shopifycs@pineneedlecrafts.com
  • Please allow 2 business days for a response, though we aim for faster sometimes issues require a bit more research on our end.

Where can I find your policies?

I received a tracking number but nothing is happening. Did my package really ship?

First and foremost, I’m super sorry this is happening. It is an occurrence we see very often unfortunately. Don't panic though, i promise it'll be okay. Insurance and shipping carriers require that we wait 15 days before we are allowed to file a claim for your package being lost though so being patient is key. 9.75 times out of 10, the package shows up before the 15 days.

·        In the off chance it does not, after the 15 days please email shopifycs@pineneedlecrafts.com  so we can get this rectified for you immediately.

My package says delivered but it's not in my mailbox or anywhere. What do i do?!

  • Breathe! Then, if you're able, check with your neighbors to see if it was left with one of them instead
  • We  recommend waiting 2 days as some mail carriers accidentally hit the wrong button and mark items as delivered too soon
  • If it's been another mail day and your package still hasn't shown up call your local post office and ask to speak with a supervisor to be able to obtain GPS coordinates of where your package was left

Outline Questions

Can I change my photo after submitting it for my order?

After submitting your photo, you have until we begin to work on your order to change your photo with no additional charge. If you would like to change your photo AFTER the outline has either been started or completed and seen by the customer, it will be an additional charge starting at $5*. We will email you an invoice to pay for the extra charge.

*If the new photo sent has additional people, you would like the background added, etc. additional charges may apply.

Can I make changes to my outline?

Yes, you can request changes for your outline! This is why we send it to each customer, we want to make sure you love the art before the final product. If we send over your outline and you would like it to be edited, edits take 1-3 days depending on how many edits are being made/how complicated the edits are/how many edit requests we have at one time. Please try to give us all edits at the same time rather than ask for a new edit each time we resend your outline.

What happens if I don't respond to my outline email?

If we email you with your outline and we do not receive a response we will make and ship the order without outline confirmation.

We will send our first email with your outline, if we don't hear back, we will send one reminder to confirm your outline and resend the outline. If we do not hear back within 10 days of this reminder email, we will proceed with making and shipping the order without confirmation.

To avoid this happening to you please make sure you respond to our email in a timely manner/when you see it!

Care Instructions

What are the care instructions?

To keep your treasured embroidered items in the best quality possible, please read the following instructions:

  • Machine wash with cold water.
  • Do not wash your embroidered clothing with clothing that has any buttons, zippers, bra hooks, etc. The stitching may get caught on these things and can damage the embroidery.
  • You can dry your clothing on a very light setting BUT we recommend to hang dry your embroidered items as often as you can. Embroidery may pucker/"shrink" on a t-shirt more than it would on a sweatshirt because of the thinner fabric.
  • After washing and drying you can iron over the embroidery to really smooth it out and make it look like new but not excessively so. It should only be done for a few seconds as putting a lot of heat onto the design for too long can damage the embroidery over time. You can use a little steam to help it behave. Also, place material between the embroidered item and the iron to protect the threads. Teflon sheets are great for this but most fabrics will do.
  • Most of the time we will run a hot air gun across the back of the item to “shrink” the threads so don’t be alarmed by some of the kinked threads on the back. It helps the thread from unraveling. Sometimes the gun slightly burns the material but it should not affect the look since it’s on the back of the item. It’s a necessary step to keep the thread in place.

Shipping - Domestic Orders (in the U.S)

How much does shipping cost and how long will it take?

We offer free 1-3 day U.S. shipping for all orders placed in the U.S. that are over $100.

Orders under $100 will be charged for shipping at checkout. 

The customer will be able to choose from a few different shipping speeds that vary in price. The shipping costs are automatically calculated at checkout depending on the weight of the package the customer's location, and shipping speed chosen.

I'd like an update on my order.

  • Absolutely, we are happy to prove an update if your order is outside of our listed turnaround time. If your order is outside of our normal turnaround window please send an email to shopifycs@pineneedlecrafts.com. Keep in mind that turn around time and processing time are separate from shipping time.

What does shipping time mean?

  • This is the method of shipping you choose at checkout; it's an estimation of how long it will take you to receive the item once it has been picked up from our facility.

What brands of garments do you use?

  • You can find this information in the descriptions of the items. It can vary due to nationwide stock shortages. They are ALWAYS Unisex unless it states otherwise.

Do you take custom orders that you don't list on your website?

Where else can I find you on Social Media?

Where are you located?

  • We are an online company based out of Pleasant Prairie, WI. Our mailing address is 1100 116th Street, Pleasant Prairie, WI.

Do you accept returns or exchanges?

  • Not generally, but there are a few exceptions.
  • If we've made a mistake and sent the wrong size/garment/design; we are going to mail you the correct items. Easy peasy!
  • It is a readily purchased item that we feel as though we could easily resell.
  • We are not responsible for the purchase of incorrect size of merchandise. Please read the dimensions of the item before ordering. Some apparel can shrink if accidentally thrown in the dryer at a high temp so order one size up if you think that's a possibility.
  • All issue must be reported within 48 hours per our policies.

Can I cancel my order?

  • Unfortunately you cannot due to our process moving so quickly to obtain stock for our orders. The exception to this is if we have an issue and we have posted it in the group and made it an option. You also have a 24 hour window to correct any instructions on your part (ie, spelling of name, capitalization, etc.) before we start working on your item.

Can I add on to my order?

  • Sometimes, it's just going to depend. The answer is generally yes, if it’s within 24 hours, we are more than happy to! Just shoot us a message and ask. Also, if we have permission to delay your original order we can accommodate your add on. Just let us know.

What if my package arrives damaged or is missing (i.e. says delivered but is clearly not at your home?

  • If it's missing or says delivered but is not there, you should first check with your neighbors because it's likely it got mis-delivered. If a neighbor doesn't seem to have it, we also encourage waiting 2 days as sometimes they are marked as delivered when in fact...they're not and is a known issue within the USPS system. Please email after 2 business days if it has still not been received.
  • If anything appears damaged and it was not our mistake, please contact the postal carrier right away and issue a claim.