Do you accept returns or exchanges?Due to the custom nature of your order, Pro-Imagers does not accept returns or exchanges unless we are at fault for the mistake. We will then replace the order or credit your invoice. Since sizes may vary between manufacturers, please refer to our sizing chart when ordering.
Can I make changes to my order?Once your order is confirmed with a credit card or 50% deposit, we order the blanks. If you cancel or remove items, you will lose your deposit for those items - we charge your credit card or retain the cash deposit.
Is there a minimum order?Our minimum order for all services is 12 pieces.
What is your turn-around time?Our normal production time is 7-10 business days from artwork approval/order confirmation. However, we are happy to work with you if you are on a tight deadline. Creation or clean up of artwork may require more time. If your embroidery design has not been previously digitized, we will need at least 24 hours for digitizing to be completed.
Is there an additional charge for rush orders?Rush jobs are completed in less than 7 business days after the final approval of your art and are subject to a 25% addition to your total. Minimum rush order charge: $25.00.
What kind of artwork files do you accept?We accept the following formats: .cdr, .ai, .eps, and .pdf. Convert all text to outlines or let us know the fonts used in the image.
Do you provide a proof prior to production?Yes. We will send you an email with the digital sewout and placement details.
What is Heat Transfer Vinyl (HTV)?HTV for garments is a special vinyl that is cut on a commercial cutter then heat applied to a garment. The look and feel is very similar to screen printing. HTV is typically used for small jobs and personalization. It can be single or multi-color and we have many colors and pattern designs to choose from.
What is appliqué?Appliqué is used with embroidery to create many different effects.
Do you embellish customer-supplied items?Yes. Garments must be new or laundered. However, although it seldom happens, equipment can malfunction and ruin a garment. We will credit the embellishment charge but we cannot replace the item unless it is something that we stock.
How are your prices determined?For embroidery, pricing is based on the quantity of items ordered (the more you order, the less you pay per item) and stitch count (size and complexity of design).