HELP DESK

The Order Process and FAQ
We hope to clearly explain the order process and answer frequently asked questions in this section. Please contact us to discuss your embroidery needs and your order.

The Order Process
We at christianlogowear.com  have worked very hard to make the order process as simple and painless as possible. We understand one reason you use the Internet to order your logo apparel is to save time and money. Therefore, we have refined and simplified the process so you can be checking out in as few clicks as possible.

SELECT

This is the fun part! Here is where you go shopping and choose your items. If you have not created a customer account, you will be prompted to do so during checkout. You will also be prompted to e-mail your logo and make some simple decisions about your logo apparel.

After we receive your order we will send you an acknowledgement of your order directly from christianlogowear.com. That e-mail will provide a basic recap of your order.

Order Methods
Order Online
Ordering on-line is the easiest and most efficient way of getting your embroidered apparel as fast as possible.

Phone
Sometimes you prefer to talk to a real human. We understand that. So go ahead and call us toll free at 704-999-0129 and talk to our customer service department.

Minimum Orders
We do not require a minimum order. However, for quantities less than three we must charge $3.00 per item extra because of time involved in machine setup.

Embroidery Pricing
Our embroidery price structure is simple. The first embroidery location is free and has no stitch count limits of a left chest sized image (a left chest sized image fits inside a 4 x 4 inch square). If you want a second location embroidered the cost is $4.

That's as simple as we can make it. No need to worry about stitch counts with Christian Logowear.

If you wish to put your logo on that back of a jacket, please contact us directly. The embroidery process, all the way from digitizing the logo to embroidery is completely different. The pricing with therefore reflects that difference.

Set-up Fees
Logo set-up fees are a flat $35.00 for a left chest sized image. However, if you place an order for custom embroidery that totals $250 or more and we will waive the digitizing fee to set-up your logo. Again, the total may include any combination of styles, colors and sizes.

Sales Tax
Sales tax is only charged for taxable items shipped to addresses in NC. The sales tax rate is 7.5%.

If you are exempt from sales tax please indicate that in the Special Instructions areas of the checkout process. Sales tax will be initially charged at the time of sale but we will immediately issue a credit to remove appropriate sales tax when your documentation is received.

Once you complete your order, please fax or mail a copy of your exemption certificate to the address below and reference your order number. A customer service representative will contact you with confirmation of the credit or to request additional information if necessary.

Mailing Address for Tax Exemption Certificates

Christian Logowear
PO Box 1361
Matthews, NC 28106
Or Fax to: 704-837-4394

Payment/Purchase Options
Every customer and every transaction is different. We are glad to offer three different payment methods to meet your needs.

Credit Cards
We accept Visa and MasterCard. For the security of all credit card transactions, we screen all credit card orders for potential fraud so it is important that the billing address you use in the ordering process matches the billing address of your credit card.
(Our website is built with state-of-the-art technology that is designed to keep your information safe and confidential. In addition, we are constantly upgrading our technology to keep ahead of any potential security threats. )

Purchase Orders
We accept purchase orders for custom embroidered apparel after credit approval. All you need to do is check the appropriate box at the time of check out, mail your purchase order to us at the below address and we will take care of the rest.

Payments by Check/Money Order -Via Mail
If you prefer to mail your check or money order just indicate that in the appropriate box at the time of checkout and mail your check to the address below. Because of the custom nature of embroidered products we cannot start processing  your order until your check is received and has cleared your bank account. This may delay your order.

Mailing Address For Purchase Orders or Payments:

Christian Logowear
PO Box 1361
Matthews, NC 28106

Invoices & Billing
After checkout, an email will be sent to you confirming your order for customer embroidery and your method of payment. Please use this email receipt as your official invoice and receipt. If for some reason you need a hard copy mailed to you just send an email to us at customerservi ce@christianlogowear.com and we will be happy to mail you a copy.

Logo And Artwork Submission
Your company logo can be submitted in one of two ways.

• Upload Logo with our File Browse below
• Send us a hard copy of your business card or letterhead

We accept the following file types for your artwork:

• JPG
• GIF
• TIF
• Adobe Photoshop
• Corel Draw
• Adobe Illustrator

These are the best files for us to work with, however, if your file type is not listed above, please send it anyway. We will do our best to convert it into a file we can work with. If for some reason we can not work with the file(s) you have sent us we will notify you immediately.

Please make sure you send us the highest resolution possible (ex. 300dpi) but do not exceed a file size of more than 1mb.

PMS Colors
If you know the PMS colors that make up your logo, great! That helps us a great deal. We will try our best to make a PMS match. Keep in mind, when comparing thread to ink; there may be some variances.

Need a logo designed?
No problem, we can help you. We have a complete art department with experience in logo and graphic design. Contact us directly at 704-999-0129for more information and fee structure.

Embroidery Suggestions
Creativity is easier than you think; you will be surprised at the impression you can make on friends, employees and potential customers with embroidered products. Simply follow along with the ordering process and you will have a great looking custom embroidered garment with your logo and/or individual personalization in no time.

The majority of embroidered personalization’s we see have the main logo or personalization on the left chest and individual personalization on the right chest. We also see a lot of requests for custom embroidery on the sleeves and the back yoke (just under the collar). Other locations include the cuffs or the lower left sleeve of a garment.

Many people also ask us about use of colors. In the case where you desire the logo to be more subtle, you may choose a tone-on-tone effect for your embroidery. That is were the thread color used on the embroidered logo closely matches the garment color. The effect is subtle and classy.

Individual Personalization
Many customers like to personalize embroidered garments with their names. If you wish to add personalization to your garments, please indicate that in the Special Instructions section of the checkout process. We will contact you to coordinate that information, including the size and color.

Size Charts
We have supplied a size chart of the major brands we feature. These charts will help take the guesswork out of your logo apparel decision.

Please understand sizes within the same brand may vary slightly. If you find yourself between sizes, we recommend you get the larger size. We have found people are more likely to wear a size that is slightly to big as opposed to one that is slightly too small.

Request A Custom Quote
If you would like a custom quote for your logo apparel, please call
704-999-0129 to speak with a representative.

We will review your logo and prepare it for digitizing (the process of converting artwork into data containing commands that tell an embroidery machine how to sew the logo).

Once your logo is digitized, we will post the image to our website. We then send you an e-mail directing you to the image for approval. You simply approve or disapprove the logo right in your web browser and note any comments or changes.

We will use thread colors that most closely match that of the image you submitted unless you note otherwise.

Within 24 hours of receiving your order, you will receive a detailed acknowledgement of your order. This acknowledgement will include a detailed list of all your charges (logo set-up, shipping, logo colors, logo placement, etc.). Once you approve the acknowledgement, production on your order will begin.

We will also check the availability of the garments you ordered during this step in the process. If there is any issue with inventory, we will contact you immediately.

Digitizing
Digitizing is the process by which we tell our computerized embroidery machines where to sew each stitch in order to recreate a logo on a garment. When a logo is digitized, our experts use a computer program to accurately convert your logo into a system of stitches that the embroidery machine can read.

Recreating an image with needles and threads is different than printing it with ink on paper. We work very hard to make sure your logo looks just as it does on paper. However, because thread and material are a less precise than ink on paper, some variations may be required. However, you will approve the image before it goes into production.

Cost to digitize is $35 if your total order is less than $250, or free if you total order is more than $750. This is a one-time fee. Once it is done, we can use it for future orders with no additional cost. On occasion, we may need to rework for the logo for a different application than what it was originally digitized for (i.e. a jacket back). We will never do this without your approval first.

I Already Have a Disk
If you already have a logo digitized in DST format, simply e-mail that file to CustomerService@christianlogowear.com. Because we did not prepare the logo, we cannot 100% guarantee the quality of the image set up elsewhere.
If, for some reason, we find your file does not meet our standards of quality, we will contact you immediately.

Availability
Christian Logo Wear will confirm inventory of the items you ordered. If any item is out of stock, we will contact you so alternative arrangements can be made.

Embroidered Samples
When a digital image of your logo just won't do for approval, we will be happy to embroider a sample of your logo for you. We realize that sometimes our customers would like to see their actual embroidered logo on a production sample before they go ahead with a large order.

Embroidered samples are handled just like a regular order. Simply go through the ordering process and select what garments you would like to see sampled. You will be charged the published price plus digitization fees (if applicable). Remember that you only pay once for each custom logo digitization so your production order will not include any digitization fees.

Embroidered samples cannot be returned due to the nature of the custom work performed. We will do our best to ship embroidered samples within one (1) week from the time you approve your logo artwork.

Sew-Outs Samples
A sew-out is an embroidered sample of your logo on a piece of material similar to the garment you ordered. Sew-outs are an important process and help ensure that you are happy with how your logo or artwork has been converted into an embroidered image. As a result, we offer three methods for you to receive your sew-out.

• We can email a digital photo of your sew-outs
• We can mail your sew-outs to your billing address
• We can mail your sew-outs to your shipping address

These methods will be presented to you during the ordering process. If for some reason you do not want a sew-out, just indicate when requested.

Remember that embroidered sew-outs are only done for custom logos or artwork that we digitize for you. If you are using a digitized logo already on file or if you have only selected personalization options there is no need for an embroidered sew-out.

Do you offer a guarantee?
Yes, your satisfaction is absolutely guaranteed. If we make a mistake, we will resolve it to your satisfaction immediately and without questions.

PRODUCTION

Once we receive your approval we will begin to embroider your items on our state-of-the art embroidery machines.

Logo Size Once Embroidered
Maximum embroidery sizes are 4” high x 4” wide for a left chest and 2.25” high and 4.0” wide for a cap. We will size all logos to fit within these parameters. Sometimes this can present a problem with small text, if so, you will be consulted before production begins.

For a typical left chest embroidery, the ideal design has a maximum dimension of 4.0” x 4.0”. There are exceptions when a design has one dimension that is several times larger than the other. The size of many designs is dedicated by the smallest text in the design. We will size your design appropriately based on our experience.

Small Text
The smallest text we can embroider with any accuracy is about .25” tall. We can make adjustments to your logo design to compensate for slight variations. Typically, a single line of text can only include about 20 characters and spaces before it requires the text to be split into two lines.

Headwear Only
The maximum height for a headwear design is 2.25” high (less for visors). The width may be as wide as 4” or even more. Embroidery on the side or the back of hats are considered a second location for pricing purposes.

In-House Embroidery
We own and operate our own embroidery equipment. That allows us to be more cost-effective, produce better quality and process your order more quickly. We pride ourselves on providing the best possible logo apparel and embroidery. Plus we never miss your deadline.

DELIVERY

Turn Around Time For Orders
Once you have approved your digitized artwork, we will immediately place your order into production. Production should be completed within 10 business days. Shipment should occur no later than the 11th business day from the time you approved your artwork.

If you need expedited service, please refer to Rush Shipment Program.

Shipping
Currently we only ship to locations in the United States. We use UPS exclusively as our carrier of choice. Our standard shipping method is UPS Ground, however if you need faster service we will be more than happy to accommodate those needs.

You should allow 3 to 7 days for your package to arrive (for packages shipped within the 48 Continental States) if you select UPS Ground.

Minimum shipping costs are $5.95. Continental US only.

You shipping costs will be displayed during the checkout process and confirmed during the order acknowledgement process.

We use the UPS online tools to assist you in tracking your orders. At the time of shipment, UPS will send you a shipping confirmation via email. Simply follow the instructions in that email and you can track your shipment all the way to your door.

Returns and Exchanges
Due to the custom nature of embroidery we cannot accept returns or exchanges on merchandise that has been decorated unless the item has been decorated by us and there is a clear manufacturers defect.
In all cases, please send an email to customerservice@christianlogowear.com with the following information: your name, order number, the items to be returned, and the reason for returning them. We will promptly review your request and issue you the Return Authorization Number if warranted.

No returns will be accepted without a Return Authorization Number. Orders returned COD will be rejected without prior authorization.

We will notify you of your refund via email once we have received and processed your return. Credits are not processed until the merchandise has been returned and inspected. Refunds will be credited back to your credit card. In the event you paid by check we will issue you a company check for your refund.

Once you have received your prepaid shipping label, mark your Return Authorization Number clearly on the box and ship the package(s) to the following address:

Other Cancellations
Because of the custom nature of embroidery, we cannot accept cancellations once your order is in production. If your order has not been placed into production you may cancel the order subject to a restocking fee.

If we have begun the digitization process prior to your cancellation, understandably, you will be charged for those services.

Do you offer RUSH services?
Yes, we do. If you need an order in less than two weeks, please note it is a RUSH order in the Special Instructions section of your order. If for any reason, this is not possible, we will contact you right away. Rush charges are $3 extra per piece for anything less than normal production time.

CONTACT

Christian Logowear
PO Box 1361
Matthews, NC 28106
704-999-0129
customerservice@christianlogowear.com

We are open 8:00 am to 5:00 pm Eastern.

Can't Find Something?
I don't see the item I am looking for on your website. Can I get other products?
Yes, if you do not see what you want, please contact us at customerservice@christianlogowear.com or 704-999-0129. We have access to dozens of suppliers and hundreds of different products. We have chosen to list only our top-selling items on the website.

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