Returns and Customized-Item Policy

Last updated: October 8, 2026

Almost everything we make at Embroidery By Shotzy is embroidered just for you, with your name, initials, logo or design. Because a personalized item can’t be resold, our refund and returns policy works a little differently than a regular store’s. Here’s how it works.

Personalized Items Are Final Sale

Once an item has been embroidered, it can’t be returned, exchanged or refunded because of a change of mind, a wrong size, or because it’s no longer needed. That’s why we send you a mockup to approve before we start stitching. Please check it carefully, including the spelling, colors, placement and size. If your finished item matches the mockup you approved, it isn’t considered a mistake.

If We Made a Mistake, We’ll Make It Right

If we get something wrong, we’ll redo it for free. That includes things like:

  • Wording or spelling that doesn’t match your approved mockup
  • The wrong thread color, size or placement
  • Stitching defects
  • An item that was damaged or defective

If we can’t redo the item, for example because that garment is no longer available, we’ll refund you for it instead.

Blank Items (No Embroidery)

Blank items (bought with no embroidery) can be returned within 30 days of pickup or delivery if they are unworn and in their original condition. Contact us first with your order number, then mail the item back or bring it to the shop. You pay the return shipping, and we refund the item to your original payment method once we receive it.

If a blank item arrives damaged, defective or is not what you ordered, contact us within 7 days of pickup or delivery and we’ll make it right.

Items You Bring to Us

The same approval and final-sale rules apply to embroidery on items you supply. Our Customer-Supplied Garment Policy explains how we handle your own items.

Let Us Know Within 7 Days

Please look over your order as soon as you pick it up or it arrives. If something isn’t right, contact us within 7 days of pickup or delivery. Tell us your order number and what’s wrong (photos help), and we’ll take it from there.

Canceling an Order

You can cancel your order for a refund any time before we start stitching. If we’ve already digitized your logo or design, the digitizing fee isn’t refundable, since that work is already done. Once embroidery has started, the order can’t be canceled.

How Refunds Are Paid

Approved refunds go back to the payment method you used for your order. Depending on your bank, it may take a few business days for the refund to show up.

Questions?

Call us at (346) 813-2096, send us a message, or stop by our shop at 1241 W 11th St, Houston, TX 77008. We’re open Monday through Saturday from 10 a.m. to 8 p.m. and Sunday from 12 to 6 p.m.