I have a question about an order or product. Who do I contact?Please contact us at customerservice@emacitythreads.com. Get in touch with us Monday-Friday from 9am-5pm EST - we work hard to get back to everyone within 24 hours! 

Can I call you with a question?We do not offer phone support - please send us an e-mail with your question(s).

Help! I ordered the wrong size. Can I change the size before it ships?

We are able to change sizing if you email us and there are available sizes. Please e-mail customerservice@emacitythreads.com and include your order number in the subject line as well. 

I’m looking for an item that I don’t see listed on the webstore.  Is the item available?

All items listed on the webstore are what we currently have available for purchase.  If an out of stock item is still listed at the webstore, we will most likely be restocking. We generally restock based on community feedback, so please sign up for restock notifications if there is any item you’d like to see come back! 

Do you offer gift cards for your store?

We currently offer gift cards! Get one for family and friends!

I want to purchase an item but I don’t see my size. Can you print just one in my size?

All sizes currently offered will be listed on the webstore. Unfortunately, we are unable to offer additional sizes at this time. If your size is out of stock, it should be restocked within 4-6 weeks. 

What’s the best way to care for my item(s)?

In order to preserve colors and design, we recommend all of our apparel to be washed cold, inside out, with minimal to no bleaching. Please line dry or tumble dry on the lowest setting - do not iron over designs. For the all over prints/sublimation garments, you may iron the apparel inside out. 

How long does it take for my order to ship?We make every effort to get your order to you as quickly as possible. Most orders ship 4-6 weeks from when the order was placed if the order is a pre-order. We ship Monday through Friday, excluding holidays. Sometimes, during high volume season(s), orders may take longer to process. Once your order has shipped, you will receive a shipment confirmation e-mail with tracking. Please allow 1 business day for the tracking to update. 

Do you ship internationally?

Yes, we do! International orders are shipped via USPS and can take 2-12 weeks for final delivery. Certain countries are subject to longer transit times. Any customs fees, taxes, or other import fees are the responsibility of the recipient and are not included in original purchase/ shipping costs. We currently do not ship to Brazil, Russia, India, Malaysia, and Thailand!

What shipping carriers do you use?

All domestic orders will be shipped via USPS. International orders are delivered via USPS with final delivery typically made by your regional postal carrier.

Can I change my shipping address?

If your order has not yet been shipped, we will make every effort to change it! Please send an e-mail to customerservice@emacitythreads.com as soon as possible with the subject line “Change Shipping Address” to inquire about changing your shipping address.  Please make sure to include your order number for faster service.

When will my backordered item ship?

Although we try to have as much stock on hand as possible, occasionally an item will be out of stock.  You can expect the item to ship out within 4-6 weeks of order placement (unless the expected date is listed on the item page). We will contact you via e-mail as soon as possible to notify you that your item is backordered.

When will I receive my order?

We make every effort to get your order to you as quickly as possible. Once shipped, most domestic orders will arrive in 4-7 business days for standard delivery. International orders can take 2-12 weeks for final delivery. Certain countries are subject to longer transit times.

How can I track my order?

We will send you a tracking number directly to the e-mail address you used upon placing your order. The e-mail with the tracking number is separate from your order confirmation e-mail and you will receive it once the order has been shipped. Please check your spam folder for this notification - if for some reason you don’t receive it within 4 business days of order placement, please send us an e-mail with the subject line “Tracking Inquiry” to s (web address)

My tracking status has not updated. What’s going on with my order?

USPS tracking updates are not always updated in real time.  Please keep checking your tracking status for one week and you should start to see updates! After a week, if you don’t see an update please send us an e-mail with the subject line “Tracking Inquiry” to  customerservice@emacitythreads.com. 

We will not refund any customer whose order did not arrive due to an incorrect shipping address provided to us.

If your tracking states that your package has been delivered but you have not received it or it is missing, it is your responsibility to contact your local carrier to report the issue and once you have done so, email us the case number and we will work with you to resolve the issue.

Can I return/exchange an item?

Returns / Exchanges depend on the circumstances. If you received the wrong item/items, we will exchange it with the correct items.

How can I cancel my order?

As long as your order has not been completed, we can cancel your order. Please send an e-mail to customerservice@emacitythreads.com with the subject line “Cancel Order” and include your order # in the subject line - we’ll take care of that for you. Refunds are transferred back to the original form of payment and will be processed within 48-72 hours of cancellation notification. It may take your bank a few additional business days to post the refund to your account. 

My item arrived damaged/I received the incorrect item - can you help me?

Of course! If you received a damaged or incorrect item, please send an e-mail to customerservice@emacitythreads.com with the subject line “Damaged Item” or “Incorrect Item” and we will help you out.

You can select your preferred payment method at checkout. We accept secure payments for United States customers via Credit Cards and Debit Cards. Paypal will be offered later.

CLEANING INSTRUCTIONS:

1. Please turn the garment inside out!

2. Machine wash cold water with a delicate cycle with a mild detergent or gently hand wash them in cool water with mild detergent. (Hand washing is the recommended method for washing your shirts!)

Drying Process:

1. After hand washing embroidered pieces, gently squeeze out the excess water.

2. To avoid shrinkage, please air dry the sweatshirt

3. If using a dryer, please use the coolest setting!

For assistance, please email us at customerservice@emacitythreads.com.

Business Address: 3802 Satellite Blvd #201, Duluth, GA 30096