FAQ

Processing & Shipping

I embroider in small batches, so please allow a little time for your order to be prepared.

  • Processing time is usually 3–5 business days before shipping.
  • U.S. shipping typically takes 2–5 business days once shipped.
  • Tracking information will be emailed once your order is on the way.
  • While I can’t control carrier delays, I’ll always do my best to help if your package gets stuck.

Order Changes & Cancellations

Because each sweatshirt is stitched with care, I can only make adjustments within a short window.

  • Changes or cancellations can only be made within 30 minutes of placing your order.
  • If your package hasn’t shipped yet, I’ll do my best to accommodate your request.
  • Once your order is marked as shipped, I’m unable to cancel.

Shipping Information

I want your order to arrive safe and sound, so please double-check your address at checkout - Your timely attention is always appreciated!

  • If you notice an error, email me as soon as possible for corrections.
  • Once an order has shipped, I cannot change the address or offer refunds/replacements for incorrect information provided at checkout.

Returns & Exchanges

As a small business, I don’t offer traditional returns or exchanges, but I’ll always make things right if something’s wrong.

  • If your order arrives damaged or incorrect, please contact me within 72 hours with photos of the issue - if approved, a store credit will be issued to use on a future order.
  • Custom or altered items are final sale.

Lost or Delayed Orders

Once your order leaves my hands, it’s in the care of the shipping carrier.

  • If your package is delayed or missing, please reach out to the carrier first - I'm happy to assist with a claim if needed.

Product Variations

Each sweatshirt is embroidered by me, which means no two are exactly alike.

  • Slight differences in thread placement or tension are normal and part of the handmade charm.
  • Colors may vary slightly due to lighting and screen displays.

Policies May Change

Soft Thread Society reserves the right to update policies at any time.