Help Center
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The Stitchy Home Help Center gathers everything you might need before, during and after an order in one place. Each section below gives a short summary of a topic and links to the page with the full detail. If you are in a hurry, start with the quick answers; if you still need a person, our support team replies to every message within 1 business day at support@stitchyhome.com.
Quick answers
- Shipping: free to the United States, Canada, Australia and New Zealand, no minimum. Stitched and dispatched within 1-3 business days after you approve the proof, then 7-14 business days in transit.
- Changes: cancel or change anything within 24 hours of ordering, as long as it has not been stitched or shipped.
- Returns: 60 days from delivery, every piece including personalised ones, and we pay the return postage.
- Refunds: back on your original payment method within 7 days after the return is received and approved.
- Proofs: emailed within 1 business day of ordering; nothing is stitched until you approve.
Start here: what stage is your order at?
| Your situation | What to do | Page |
|---|---|---|
| Still deciding what to order | Browse designs, check sizes and thread colours, ask us about a photo | FAQs, Size Guide |
| Just ordered and spotted a mistake | Write within 24 hours with the correct details | Cancel or Change an Order |
| Waiting for a proof | Check spam or promotions; the proof arrives within 1 business day | Contact Us |
| Proof received | Reply “Approved” or describe the change you want | Your proof email |
| Waiting for the parcel | Follow the tracking link or look up your order | Order Tracking |
| Parcel late, lost or damaged | Send your order number, and photos for damage | Shipping & Delivery |
| Piece does not fit or is not right | Ask for an exchange or return within 60 days | Returns & Exchanges |
| Waiting for a refund | Allow 7 days after approval, then reply to the approval email | Refund Policy |
How to check a proof in two minutes
- Open the proof on the largest screen you have and zoom in on the text.
- Read every name, date and word letter by letter, including capitals, apostrophes, accents and hyphens. Dates are easy to swap: check the day and month order.
- Check the thread colour against the garment colour. If it looks too quiet or too loud, ask for a darker or lighter shade.
- Check the position: left chest, centre chest, sleeve, back or cap front, and the size of the design in that spot.
- For a portrait, check the features that make the face or pet recognisable: ears, markings, hair, glasses, expression.
- For a set, check every piece; each one has its own proof.
- Reply “Approved” only when everything is right. Any change before approval is free.
Five situations, solved
A name is spelt wrong on the proof
Reply to the proof with the correct spelling. A new proof follows, and stitching waits until you approve it. Nothing is charged.
The gift needs to arrive by a date
Tell us the date and country in the order note. Allow up to 1 business day for the proof, 1-3 business days for stitching after approval and 7-14 business days in transit. If the date is too close, we tell you before stitching so you can decide whether to keep the order.
The hoodie is too small
Ask for an exchange within 60 days of delivery. We stitch the larger size and ship it free as soon as the exchange is approved, and send a prepaid label for the small one.
Tracking has not moved for a week
Seven business days without movement is our signal to step in. Send the order number; we open a carrier investigation and, if the parcel is not found within 5 business days, we stitch a replacement or refund you in full.
The dog’s markings are not quite right
If the stitched piece matches the proof but you want different markings, it can come back as a change-of-mind return with free postage. If it does not match the proof, send a photo next to the proof email and we stitch a corrected piece free.
Help with matching sets
A family or couple set is several pieces stitched together so fonts and thread colours match. Each piece has its own proof, its own size and its own return rights: one piece can be exchanged or returned without affecting the rest. If one piece needs an extra proof round, we may ship the finished pieces first at no extra cost. Ideas and layouts are in the Family & Couples category.
Help for gift recipients
If you received a Stitchy Home piece, you can contact us with the order number on the packing slip. We can exchange the size or garment colour, offer store credit in your name, or help with a fault, without telling you what the buyer paid.
Orders and proofs
Every Stitchy Home piece is embroidered to order. After you check out, we email a stitch proof showing your text or portrait on your garment within 1 business day. You approve it or ask for changes, as many times as you need; nothing is stitched until you say so. Once approved, we stitch, check and pack your order within 1-3 business days. You can cancel or change an order free of charge within 24 hours of placing it, provided it has not been stitched or shipped.
Useful pages: Cancel or Change an Order for the full change rules, and the Proofs section of our FAQs for what happens if you do not reply to a proof.
Shipping and delivery
We ship from the USA to the United States, Canada, Australia and New Zealand, and shipping is free on every order to those countries. Transit takes 7-14 business days after dispatch. Every parcel is tracked, and the tracking number is emailed to you when the parcel leaves us. International orders may be charged import duties or taxes by the destination country on arrival, paid by the recipient. If tracking stalls for 7 business days, or the parcel is 7 business days past the transit window, we investigate with the carrier and replace or refund if it is lost.
Useful pages: Shipping & Delivery and Order Tracking.
Returns and exchanges
Any piece can come back within 60 days of delivery for any reason, including pieces stitched with a name or portrait. Change-of-mind returns should be unworn and unwashed. We pay the return postage on every return. Exchanges for a different size or garment colour are stitched and shipped free as soon as the exchange is approved, without waiting for the first piece to reach us. If a piece is faulty, damaged or does not match the approved proof, send photos and we replace or refund it, usually without asking for it back.
Useful page: Returns & Exchanges Policy.
Refunds
Refunds go back to the payment method used at checkout and reach it within 7 days after the return is received and approved, a photo claim is approved or a cancellation is confirmed. We never charge restocking or refund fees, and return postage is never deducted because we pay it. Store credit is available instead of a refund if you prefer.
Useful page: Refund Policy.
Payments
The payment options available for your order are shown at checkout before you pay. All prices are in US dollars, and you are charged when you place the order. Payment details are handled by the payment provider shown at checkout; we never see or store full card numbers. We never ask for payment outside checkout, by email or by message.
Useful page: Payment Methods.
Products, sizing and thread
We embroider sweatshirts and hoodies in sizes S to 5XL and one-size adjustable caps. There are twenty thread colours, the same on every garment. Each product page lists the garment colours, sizes and placements available. If you are between two sizes, compare a garment the wearer already owns with the measuring steps on the size guide; most people choose the larger size for a relaxed fit. For care, wash inside out in cold water, skip bleach and softener, dry flat or on low heat, and never iron directly on the stitching.
Useful pages: Size Guide and the Thread and care section of our FAQs. Shop by garment: Sweatshirts, Hoodies, Hats.
Photos and portraits
For a pet or photo portrait, send the clearest photo you have, taken in daylight with every face or pet facing the camera. We redraw it as a stitched portrait, show you the proof and adjust it until it looks right. Photos are used only for your order and deleted after the return period unless you ask us to keep the design. If a photo cannot produce a good likeness, we tell you before stitching.
Useful pages: Pet Portraits, Photo Portraits and our Privacy Policy.
Account and privacy
You do not need an account to order; guest checkout works for every product. If you create one, you can see your order history and saved addresses. We collect only what we need to make, ship and support your order, do not sell personal information, and never use your design or photos in marketing without asking first. You can ask to see, correct or delete your information at any time.
Useful pages: My account, Privacy Policy and Terms of Service.
Designs we can and cannot stitch
We stitch your own names, words, dates and photos, and simple generic motifs. We cannot stitch sports team logos, brand names, cartoon or film characters, band names or other people’s artwork. When a request crosses that line, we suggest an original alternative on the proof.
Useful pages: Intellectual Property Policy and DMCA.
Help from Canada, Australia and New Zealand
Everything on this page applies to orders shipped to Canada, Australia and New Zealand: free shipping, the same 7-14 business day transit window, 60-day returns with return postage paid by us, and refunds within 7 days after approval. Two differences are worth knowing. First, the destination country may charge import duties or taxes on arrival, which the recipient pays; our Shipping & Delivery page explains what happens if a parcel is refused. Second, our 1-business-day reply time is counted in US business days, so a message sent on your Monday morning may be answered during your Tuesday.
Still need help?
Email support@stitchyhome.com or submit a ticket with your order number if you have one. We reply within 1 business day, Monday to Friday excluding US public holidays. Our business address is Stitchy Home, 4810 W Gary Way, Laveen AZ 85339, United States. Everything on the site is also listed on our Sitemap, and our About Us page explains how we work.