terms of sales

Thank you for choosing Captain Stitch Embroidery & More LLC for your custom embroidery, laser engraving, and 3D crystal photo engraving needs. Please review the following terms of sale ("Terms") which will govern your purchase. By placing an order, you agree to be bound by these Terms.

General

All orders are subject to acceptance by Captain Stitch. We reserve the right to refuse or cancel any order at any time for any reason. These terms may be updated from time to time, and the version in effect at the time of your order will apply.

The Custom Order & Proofing Process

For custom embroidery and laser engraving orders, a digital proof will be created from the files you provide and emailed for your review. As the customer, you are 100% responsible for the accuracy of the final approved layout. Please carefully check all elements, including spelling, colors, placement, and sizing before approving.

Once a proof is approved, your order will be created based solely on that final proof. All previous communications or requests are considered null and void upon final approval.

Changes After Proof Approval

Once a proof has been approved, the order enters the production queue and no further changes are permitted to the artwork, job characteristics, or item size. Any change request submitted after final approval, if possible to accommodate, will incur a minimum rework fee of $75.00.

Custom Designs & Digitizing (Embroidery)

For all custom embroidery orders, a one-time digitizing fee may be applied to convert your design into a format readable by our embroidery machines. This fee pays for the service and labor required to create the embroidery file; it does not grant ownership or include the transfer of the resulting digitized file (e.g., .DST, .EMB) to you. The digitized file remains the property of Captain Stitch.

Customer-Provided Items for Embroidery

Captain Stitch allows customers to provide their own personal items for embroidery services. By doing so, you agree to all Captain Stitch Terms of Sale and the following special conditions:

1. Shipping Responsibility: You are responsible for all shipping costs to send items to Captain Stitch and for the return shipping costs of the completed items. We recommend purchasing shipping insurance.
2. Right of Refusal: We maintain the right to refuse any item if its condition, material, or construction is deemed unsuitable for the embroidery process.
3. Damage During Production: Should your item be damaged during production, we will attempt to replicate it to the best of our ability. We make no guarantee that the replacement will be identical, only that it will be as similar as reasonably possible based on available market stock.
4. No Monetary Damages: Under no circumstances will Captain Stitch pay monetary damages for an item damaged during production or lost in transit. Our sole remedy for production damage is the replacement attempt described above.

3D Crystal Photo Engraving Terms

For all 3D Crystal orders, the final product is created directly from the image file you submit through our online portal. No proof will be provided for these orders. The image will be engraved within the crystal exactly as it is received. Captain Stitch is not responsible for the arrangement of subjects, background elements, or overall quality (e.g., blurriness, low resolution) of the original image provided. It is your sole responsibility to ensure the submitted image is composed as you wish for it to appear.

Intellectual Property, Indemnification, and Photo Release

• Customer Warranty: By submitting content (design, text, or photo) to Captain Stitch, you warrant that you have the legal right to use and reproduce it.
• Indemnification: You agree to indemnify and hold harmless Captain Stitch from any and all losses, costs, expenses, and damages arising from claims that the content you provided violates any copyright or proprietary right of any person or entity.
• Photo Release: You grant Captain Stitch the unrestricted right to use photographs of the items we produce for you in our marketing materials, social media, and online portfolio. If you do not want your items featured, please notify us in writing when you place your order.

Payment Terms

Full payment is required to initiate an order. We accept all major credit cards, PayPal, Square, and Stripe. Production will not begin until payment has been received and (for custom orders requiring a proof) the final proof has been approved.

Turnaround Time & Shipping

"Production Time" begins once the order is paid and (for embroidery and laser engraving) the final proof has been approved. It is separate from "Shipping Time," which begins after your order has been dispatched to the carrier.

• Production Time: These timelines are estimates, not guarantees.
  • Custom Embroidery: Approx. 6 to 8 weeks.
  • Laser Engraving: Approx. 2 to 4 weeks.
  • 3D Crystal Orders: 5 to 7 business days to be ready for shipment.
• Shipping: Shipping costs are non-refundable. Captain Stitch is not responsible for shipping delays or for lost or stolen packages once they are in the carrier's possession.

Returns, Refunds, and Cancellations

Due to the custom nature of our products, all sales are final.

• Cancellations: Orders may be canceled within 24 hours of placement for a full refund, provided the proofing or setup process has not begun.
• Refunds and Returns: We do not accept returns or offer refunds. Shipping costs and any digitizing/setup fees are non-refundable.
• Damaged or Defective Items: If your item arrives with a manufacturing defect (excluding issues related to customer-provided items), please contact us within 7 days of receipt at Info@CaptainStitch.com or 323-527-7918 with photos.

Limitation of Liability

Captain Stitch's liability for any claim shall not exceed the total amount paid for that order. We are not liable for any indirect, incidental, or consequential damages.

Governing Law

These Terms shall be governed by the laws of the State of California.

Contact Us

If you have any questions, please contact us at Info@CaptainStitch.com or 323-527-7918.