Shipping & Delivery
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This page explains how a Stitchy Home order travels from our embroidery table to your door: how long stitching takes, where we ship, what shipping costs, how tracking works and what we do when a parcel is late, lost or damaged. It applies to every order placed on stitchyhome.com. If something here does not answer your question, email support@stitchyhome.com and we reply within 1 business day.
Shipping at a glance
- Stitching and dispatch: 1-3 business days. For a personalised design we send a stitch proof first, and the 1-3 days start when you approve it.
- Where we ship: the United States, Canada, Australia and New Zealand. Orders ship from the USA.
- Cost: free shipping on every order to those four countries, with no minimum spend and no code to enter.
- Transit: 7-14 business days to every destination we serve.
- Tracking: every parcel ships with a tracking number sent to your email.
- Problems in transit: lost or damaged parcels are replaced or refunded in full.
1. What happens before your parcel leaves us
Every piece we sell is embroidered to order, so a parcel does not leave a shelf the moment you pay. The sequence is the same for a single cap and for a family set of six sweatshirts:
- Order received. You get an order confirmation email straight away. It lists the garment, colour, size, the text or photo you gave us, the thread colour and the placement.
- Stitch proof. For a personalised design we prepare a digital preview of how the embroidery will sit on the garment and email it to you. You approve it or ask for changes. Spelling, line breaks, the size of a portrait and the thread colour are all checked at this point.
- Stitching. Once the proof is approved, the design goes into the hoop. The garment is stitched, trimmed, checked against the proof and pressed.
- Packing and dispatch. We fold and pack the order, print the label and hand the parcel to the carrier. You receive a shipping confirmation email with the tracking number.
Steps 3 and 4 take 1-3 business days after approval. Business days are Monday to Friday, excluding US public holidays. If you approve a proof on a Friday evening, the clock starts on Monday. If we need something from you, such as a clearer pet photo or the spelling of a name, the clock waits until we have it, and we tell you in the same email.
Why the proof matters for timing
The fastest orders are the ones whose proof is approved on the day it arrives. If you are ordering for a date, watch your inbox (and spam folder) for the proof email and reply as soon as you can. Asking for a change is never a problem; each round simply moves the start of stitching to the day you approve the final version.
2. Shipping cost and delivery times
Shipping is free on every order to the four countries we serve. There is no order minimum, no threshold to reach and no coupon to remember. Checkout shows the shipping line as free before you pay. Your total delivery time is the stitching time plus the carrier’s transit time.
| Destination | Shipping method | Cost | Stitching and dispatch | Transit time | Estimated total after proof approval |
|---|---|---|---|---|---|
| United States | Free tracked shipping | $0 | 1-3 business days | 7-14 business days | 8-17 business days |
| Canada | Free tracked shipping | $0 | 1-3 business days | 7-14 business days | 8-17 business days |
| Australia | Free tracked shipping | $0 | 1-3 business days | 7-14 business days | 8-17 business days |
| New Zealand | Free tracked shipping | $0 | 1-3 business days | 7-14 business days | 8-17 business days |
Transit times are carrier estimates, not guaranteed delivery dates. Most parcels arrive inside the window; a few arrive a little later during peak seasons or bad weather. If yours runs well past the window, section 7 explains exactly what we do.
Ordering for a specific date
Count backwards from the date. Allow one business day for the proof to reach you, the time you need to approve it, 1-3 business days for stitching, and up to 14 business days in transit. For a birthday three weeks away, order now. For the winter holidays, Mother’s Day or Father’s Day, order earlier still, because carriers are slower in those weeks for everyone. If a date is critical, tell us in the order note; we will be honest about whether it is realistic before you are charged for anything you would rather cancel.
3. Where we ship, and where we do not
We ship to residential and business addresses in the United States, Canada, Australia and New Zealand. Orders ship from the USA. Checkout only offers shipping to these four countries; if you enter an address elsewhere, no shipping method appears and the order cannot be placed. We do not use freight forwarders on your behalf, and we cannot accept responsibility for a parcel once a forwarding service has received it.
Please use a street address where someone can receive a parcel. If you need delivery to a P.O. box or a US military (APO/FPO/DPO) address, email us before you order so we can confirm that the carrier for your parcel accepts it; deliveries to those addresses can take longer than the table shows.
4. Tracking your parcel
When your order is handed to the carrier we email a tracking number and a link to the carrier’s tracking page. The first scan can take 24 to 48 hours to appear after the label is created, so a tracking page that says “label created” for a day is normal. International parcels also show a gap while they cross the border; tracking resumes once the destination carrier scans the parcel.
You can check the status of your order at any time on our Order Tracking page using your order number and the email address you used at checkout. If you did not receive a shipping email, look in your spam or promotions folder first, then write to us and we will resend it.
5. Getting the address right
Embroidered gifts are often sent to someone else’s door, so the shipping address deserves a second look before you pay: the recipient’s full name, the street and unit number, the city, the state, province or region, and the ZIP or postal code. Australian and New Zealand addresses need the suburb; Canadian addresses need the province and the six-character postal code.
If you spot a mistake, email us straight away. We can change the address free of charge until the parcel is handed to the carrier, and within 24 hours of ordering we can also change the design details (see Cancel or Change an Order). After dispatch we ask the carrier to redirect the parcel where their service allows it, but a redirect is the carrier’s decision. If a parcel returns to us because the address was incomplete, we reship it as soon as you confirm the correct address. If the mistake was ours, the reshipment costs you nothing.
6. Gifts and split shipments
You can ship an order directly to the person receiving it. Our parcels and packing slips do not show prices, so a gift arrives without the receipt. If you would like a short gift message included, add it to the order note and we confirm by email whether it can go in the parcel.
Items in one order normally travel together, which is what most people want for a matching family set. Occasionally one piece needs a second proof round while the others are ready; in that case we may ship the finished pieces first so they are not held back. You never pay extra for a split shipment, and each parcel gets its own tracking number.
7. Late, lost or stolen parcels
Contact us if tracking has not moved for 7 business days, or if your parcel has not arrived 7 business days after the end of the transit window. Send your order number and the shipping address. We open an investigation with the carrier for you; you do not have to call them yourself.
If the carrier confirms the parcel is lost, or the investigation is not resolved within 5 business days, we stitch a replacement and send it at no cost, or refund you in full including shipping, whichever you prefer. Refunds reach your original payment method within 7 days of approval, as described in our Refund Policy.
If tracking shows the parcel as delivered but you cannot find it, check around the entrance, with neighbours and building reception, and with your local post office, because carriers sometimes scan a parcel as delivered a day before it actually arrives. If it still does not turn up, contact us within 60 days of the delivery date and we will work through it with the carrier and with you.
8. Parcels that arrive damaged
Embroidered garments travel well, but a box can still be crushed or torn. If your parcel or anything inside arrives damaged, keep the packaging and take photos of the outer box, the shipping label and the damaged item. Email them to support@stitchyhome.com within 60 days of delivery. We send a replacement or a full refund at no cost to you, and in most cases you do not need to send the damaged item back. The same applies if the stitching does not match the proof you approved, or if we made a spelling mistake that was not on the proof. See our Returns & Exchanges Policy for the full process.
9. Customs, duties and taxes
All prices on stitchyhome.com are in US dollars. Orders delivered within the United States do not pass through customs. Orders delivered to Canada, Australia or New Zealand cross a border, and the destination country may charge import duties, taxes or brokerage fees when the parcel arrives. These charges are not included in our prices or in the free shipping, and they are paid by the recipient to the carrier or customs authority. The amount depends on the destination country’s rules and the value of the order, so we cannot quote it in advance; your local customs authority can tell you what applies.
If an international recipient refuses to pay import charges and the parcel is returned to us, we refund the item price once the parcel arrives back. If you think a parcel may be refused, contact us before it ships and we will help you decide.
Our checkout does not add a separate sales-tax line at this time. If that changes, the checkout will show any tax clearly before you pay.
10. Seasonal peaks and carrier delays
Late November to the end of December, and the two weeks before Mother’s Day and Father’s Day, are the busiest weeks for personalised embroidery and for carriers. During these periods proofs still go out within 1 business day, but carriers can add several days to transit. When a delay affects your order we email you rather than leaving you to discover it on the tracking page. Severe weather, carrier strikes or customs inspections can also add time; these are outside our control, but the lost-parcel promise in section 7 still applies.
11. How your pieces travel
We pack each order so the embroidery is protected in transit and the garment arrives ready to wrap or wear. A family set travels together in one parcel unless section 6 applies, and the packing slip lists every piece so you can check the set on arrival. If the parcel must look plain on the outside because it is a surprise for someone in the same house, mention it in the order note and we will tell you what we can do. If anything in the parcel is creased, crushed or not what you approved, section 8 applies.
12. Questions about delivery
Email support@stitchyhome.com, browse the Help Center, or submit a ticket with your order number in the subject line, and we reply within 1 business day. Related pages: Order Tracking, Cancel or Change an Order and our FAQs.