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Kits Threads Policies & FAQ

Thank you so much for supporting Kits Threads. Every piece is custom embroidered by hand, made with care, and stitched to become part of your family’s story. Below you’ll find everything you need to know about processing times, shipping, returns, and caring for your embroidered items.

🧵 Processing Time

  • All items are custom embroidered and made-to-order.
  • Our current turnaround time is: 7–14 business days (excluding weekends + holidays)
  • If you need your order sooner, email us to check rush availability.

📦 Shipping Information

Shipping Time

  • Once complete, orders ship via USPS or UPS. Typical delivery is: 3–7 business days (U.S.)
  • Shipping time is separate from embroidery production time.

Tracking

  • You will receive a tracking number by email once your order ships.

Lost / Delayed / Stolen Packages

  • Once your package is handed to USPS or UPS, it becomes the responsibility of the carrier.

Kits Threads is not responsible for:

  • Delays
  • Lost packages
  • Stolen packages
  • Delivery errors

If an issue occurs, you will need to file a claim with the shipping carrier. We are always happy to provide documentation to support your claim.

Returned Packages

  • If a package is returned to us due to an incorrect or undeliverable address, the customer is responsible for paying the reshipment fee.


Local Pickup

  • Local pickup is available in Raleigh, NC.

🛍 Returns, Exchanges & Refunds


Custom Embroidery Items

All personalized items are final sale.Because each piece is made especially for you, we cannot accept: Returns, Exchanges, or Alterations after delivery

If there is an error on our end (wrong spelling, thread color, or design), please contact us within 3 days of delivery and we will make it right.

Non-Custom Items

If a product is not personalized, it may be eligible for return within 7 days in unused condition. Buyer is responsible for shipping.

🎨 Color Matching

If you need a specific color theme, the best way to help us match it accurately is to provide: Photos, Screenshots, Links to your colors or inspiration

We will match your palette as closely as possible with our thread options.

❗️ Damage During Shipping


Every package is insured for up to $100 through USPS/UPS.

To file a claim, USPS/UPS requires:

• Photos of the damaged item

• Photos of the box/packaging

• The physical item and packaging (for inspection)

• A claim filed within their required timeframe


If you need more than $100 in insurance, please request this at checkout.


Damage must be reported to Kits Threads within 48 hours of delivery so we can help support your claim.

👕 Care Instructions

For embroidered clothing:

• Hand wash in cold water

• Do not bleach

• Do not dry clean

• Do not iron directly on embroidery


For embroidered bags and home textiles:

  • Spot clean gently.

🚚 Rush Orders

Rush production is available when schedule allows.

  • A rush fee applies, and these orders ship within 2 business days.

Please contact us before purchasing if you need guaranteed timing.

⏳ If a Sale Starts After You Order

  • The price paid at checkout is the final price.
  • We cannot honor sale prices retroactively on previous purchases.

🖼 Mock-Ups & Photos Before Shipping

We are happy to provide a digital mock-up before embroidery begins, but because of the time involved in design setup, mock-ups are available only with a paid Photo Proof / Mock-Up Add-On.

Once the add-on is purchased:

• You’ll receive a digital mock-up showing placement, font, and layout

• Your order will not be stitched until you approve the design

• One round of revisions is included (additional changes may require an added fee)


If the add-on is not purchased, your order will be stitched according to the details provided at checkout.

❓ Additional FAQ

Do you embroider customer-provided items?

  • Yes, but approval is required before drop-off. Email us with photos first.

Can you recreate a design I saw elsewhere?

  • We can create something inspired by your example, but we do not copy copyrighted or trademarked designs.


Will my item look exactly like the listing photos?

  • Because every item is custom and stitched by hand, slight variations are normal — that’s what makes it special.

Can I update personalization after ordering?

  • We can make changes only if your order has not already been stitched.
  • Please contact us immediately if you need to modify your order.