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\nThis is the hub for every support topic at Thread Well. Each section below gives a short summary and points to the page with the full detail, so you can go straight to what you need instead of searching. The key numbers, so you have them in one place:
\nIn the Order notes box on the checkout page, below your address. Write the letters exactly as they should appear, in the order you want them, plus your thread colour if the product has no thread option. For a classic three-letter monogram, many people put the last-name initial in the middle, like J S M for Jane Mary Smith. The FAQs explain monogram order in more detail.
\nAllow 1-3 business days for processing and 7-14 business days in transit to the US, Canada, Australia or New Zealand. For a wedding, a birthday or the holidays, count back from the date and order with time to spare. See Shipping & Delivery.
\nYes, within 24 hours of ordering. Reply to your confirmation email or write to us with your order number and the correct spelling. The Cancel or Change an Order page explains what can still be changed and when.
\nYes. Every piece, personalised or not, can be returned within 60 days of delivery, and we provide a free return label. Steps are on Returns & Exchanges.
\nOur tops are unisex, S to 3XL (quarter-zips S to 2XL). Compare with a garment you already wear; the Size Guide walks you through it.
\nOrdering at Thread Well is deliberately simple. You choose the garment, size and colour on the product page, add any options such as Thread Color, Placement or Style, and then type your personal details in the Order notes box at checkout. There is no app, upload tool or design screen to learn. Because your note is the instruction we follow, it is worth one more read before you press the order button.
\nWhen you order several personalised pieces at once, a clear note saves everyone time. List each item in the same order as your cart: the garment, the size, the colour and then the words. A book club ordering six “book club” crewnecks, for example, might write one line per member with her name and size. A grade team ordering teacher apple crewnecks can do the same with five teachers’ names.
\nWe ship from the USA to four countries only: the United States, Canada, Australia and New Zealand. Shipping is free on every order with no minimum. Processing takes 1-3 business days, which is when we prepare and stitch your order, and transit takes 7-14 business days once the parcel leaves us. We cannot promise delivery by a particular date, so please plan ahead for occasions.
\nIf you are sending a gift straight to someone else, for example a family tree-farm sweatshirt to a sister in Calgary, enter their address as the shipping address and your own as the billing address. Duties and taxes for Canada, Australia and New Zealand depend on the destination country; if you are unsure, contact us before ordering and we will help.
\nYou have 60 days from delivery to send something back, for any reason, and the return label is free. That covers the hoodie that arrived a size too big, the cap whose khaki looked different on your screen and the sweatshirt that simply was not what you pictured. If you need a different size or colour, return the first piece and place a new order for the one you want, so the replacement is not held up while the return travels.
\nIf something arrived wrong or damaged, such as letters that do not match your note or a stitch that has pulled loose, email us a photo with your order number. Returns for our mistake never cost you anything.
\nOnce your return reaches us, we issue the refund within 7 days. It goes back to the payment method you used, or, if you prefer, to store credit that never expires. Cancelled orders are refunded in the same way. Your bank or payment provider may take a little extra time to show the money in your account; that part is outside our control, but we are happy to confirm the date we sent it.
\nAll prices are in US dollars. The payment options available for your order are shown at checkout. Our store does not add sales tax at checkout, and shipping is free, so the total in your cart is what you pay to us. Some sizes and options cost a little more, such as 2XL and 3XL, the Full Chest placement or the Hoodie style, and the price updates on the product page as soon as you choose them.
\nOur range covers unisex crewneck sweatshirts, pullover hoodies, quarter-zip pullovers, tees, dad caps and a cuffed beanie, embroidered with monograms, names, bookish lines, hobby motifs and seasonal designs. Each product page names the garment colours, thread colours and placement, and the description explains what to write in your note.
\nFor sizing, the best guide is a garment you already own and like. Embroidery lasts longest when you wash inside out on cold, dry on low or hang dry and never iron directly over the stitches.
\n| Question | \nBest page | \n
|---|---|
| Which size fits me or the person I am buying for? | \nSize Guide | \n
| Which thread colours exist, and what is the default? | \nFAQs | \n
| Can you stitch a logo, mascot or character? | \nIntellectual Property Policy | \n
| Where are all monogram designs? | \nMonogram & Name collection | \n
| Where are the bookish designs? | \nBookish Embroidery collection | \n
| What is everything in the shop? | \nSitemap | \n
You can check out as a guest or create an account to see your past orders. If you forget your password, use the reset link on the My account page; we never ask for your password by email. We use your name, address and email only to make, ship and support your order. If you send us a photo, we delete customer photos 30 days after delivery.
\nYou ordered the Classic Serif Monogram Crewneck for your sister Jane Mary Smith and wrote “J M S” in the note, then remembered she wanted the surname initial in the middle. If you are still inside 24 hours, reply to your confirmation email with “Please stitch J S M instead”. If the crewneck has already arrived, you can still return it within 60 days with a free label and reorder with the corrected letters.
\nA bride wants her “Mrs. Bennett” crewneck for the morning of the wedding. Count 1-3 business days of processing and 7-14 business days in transit, then add a few days of margin for weekends and holidays. If the date is too close, we would rather tell you honestly before you order than disappoint you; email us and ask.
\nA pullover hoodie arrived in L but M would have been better. Start a return within 60 days of delivery using the free label, and place a new order for the M straight away so the replacement is not waiting for the first parcel to come back. Your refund for the L is issued within 7 days of it reaching us.
\nIf a letter is unravelling or a stitch has pulled on the front, take a clear photo in daylight and email it with your order number. We will help put it right, and a return caused by our mistake costs you nothing.
\nA mama crewneck with NOAH, ELLA and MAX down the sleeve, a grandma’s garden sweatshirt with six grandchildren, or a grade team of five teacher crewnecks all depend on a clear list. Write one line per item in Order notes, in cart order, and check each spelling twice. If the list is long, send it to us by email before ordering and we will confirm it reads clearly.
\n| Page | \nUse it when | \n
|---|---|
| FAQs | \nYou want a quick answer about letters, sizes, shipping or care. | \n
| Order Tracking | \nYou want to look up an order or understand its status. | \n
| Shipping & Delivery | \nYou need destinations, timelines or address advice. | \n
| Returns & Exchanges | \nSomething does not fit or is not right and you want to send it back. | \n
| Refund Policy | \nYou want to know when and how money comes back. | \n
| Cancel or Change an Order | \nYou need to fix a name, a size or an address within 24 hours. | \n
| Size Guide | \nYou are choosing between two sizes or buying a gift. | \n
| Payment Methods | \nYou have a question about paying or prices. | \n
| Contact Us | \nYou want to write to us directly. | \n
| Submit a Ticket | \nYou want an email with the right subject line already filled in. | \n
| Privacy Policy | \nYou want to know how your data and photos are handled. | \n
| Terms of Service | \nYou want the full terms of buying from us. | \n
| Intellectual Property and DMCA | \nYou have a question about designs, logos or copyright. | \n
| About Us | \nYou want to know who we are and how we work. | \n
Write to support@threadwell.shop and include your order number if you have one, plus a photo if something looks wrong. We reply within 24 hours on business days. Our Submit a Ticket page opens an email with the right subject for your topic, which helps us route it quickly. Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US.
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