Policies & Procedures
At Brown’s Embroidery & Printing, we strive to provide the best quality service at competitive rates with a creative attention to detail. We are confident that no one does it quite like us! Below are details regarding our rules and production processes.
FAQ
Where are you located?
We are a home- based business (not a storefront). We have a meeting location in Hapeville, GA near ATL Airport. The address is given after you receive a quote/ a deposit has been paid.
Do you ship/ accept packages?
Of course! We've serviced customers all across the U.S. Send us your specific garments to be customized or purchase blanks from us to save yourself some time. We ship via USPS, UPS, and FedEx.
What are your business hours?
Although we may be working around the clock, we are only available for communication 10am-7pm daily except Sunday. Drop off and pick up times are coordinated with each customer individually.
What is the best way to communicate with you all?
Social media, text, phone call, and email are the main ways to get in contact with us. We are available to answer all your questions and are happy to help during business hours. Once your order is placed, all communication will be done via email or by phone, NOT on social media.
What is your turn around time?
Our standard turn around time is up to 2 weeks, based on our current production volume and the quantity of your order. Rush services are available for additional fees based on how fast you need it done.
Can you make my designs from scratch?
Although we can execute numerous types of ideas, we are NOT a clothing manufacturer or graphic designers. If these are the types of services you require, we can help guide you to the proper resources.
MOCKUPS
A mock up is MANDATORY to begin production. We want to avoid miscommunication in terms of colors, sizing, and placements. It does not have to be professionally official- you can even draw it out or use an example from the internet- as long as it is exactly how you want your design and within our capability. Although we do NOT create mockups, we can help guide you to the proper resources.
EMBROIDERY
We require your artwork to be digitized in order to receive an embroidery quote. We digitize for a fee ranging from $25-$50. If you've had embroidery done before and have access to your .DST files and PDF worksheets, you can avoid the fees.
DIRECT TO GARMENT
Print/ Press services require your images in high resolution (300 dpi) transparent (no background) files. Without the proper format, we can not begin production. If your files are not up to par, we can help guide you to the proper resources.
DESIGN REVISIONS
In the event your original design does not meet your liking once produced, you are allowed 1 complimentary revision. There will be a $20 fee for any additional changes made to your files/ designs.
GARMENT RELIABILITY
Embroidery, DTG, and Heat Press machines can be fickle and occasionally during the production process, a garment or item will be damaged. Sometimes we experience unexpected results sewing and printing on materials. Problems do not arise often, but the customer must be aware and agree to the possibility.
We CANNOT replace garments or items we have not sold or provided.
If you supply the garment or item and there is a problem, we do NOT replace your item. Because of this, we suggest supplying 1-3 extra pieces if you need a specific count for your order. Your damaged piece will be returned to you as is and a deduction for the work done to that item will be applied to your balance.
CANCELLATIONS/ REFUNDS
If you would like to cancel your order, any work done will be deducted from your deposit and you will receive a refund of the balance. The Square platform makes refunds very simple and convenient for both parties. If you pay cash, you may receive your refund via digital transaction.
CUSTOMER PRODUCTION WAIVER
All customers are required to sign a waiver acknowledging these policies and procedures and releasing Brown’s Embroidery, LLC of all responsibility in the instance of damaged or unexpected results.
We are excited to collaborate on your projects and bring your vision to life. Thank you for respecting our business, we look forward to working with you!