Help Center

Last updated: October 31, 2026

Quick answers to the five questions we hear most

Where do I write my initials or name?

In 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.

When will my order arrive?

Allow 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.

I made a typo. Can I change it?

Yes, 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.

Can I return a personalised sweatshirt?

Yes. 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.

Which size should I order?

Our 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.

Orders and personalisation

Ordering 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.

When 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.

• FAQs: letters, names, thread colours and group orders.
• Cancel or Change an Order: the 24-hour window for fixes.
• Order Tracking: look up an order and read what each status means.

Shipping and delivery

We 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.

If 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.

• Shipping & Delivery: destinations, timelines and address tips.
• Order Tracking: what to do if a parcel seems late.

Returns and exchanges

You 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.

If 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.

• Returns & Exchanges Policy: how to start a return, packing and labels.

Refunds

Once 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.

• Refund Policy: timing, amounts and store credit.

Payments and prices

All 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.

• Payment Methods: how checkout and payment work.
• Terms of Service: the agreement behind every order.

Products, sizing and care

Our 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.

For 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.

Account and privacy

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.

• Privacy Policy: what we collect, why, and your choices.
• DMCA: how to report a copyright concern.

Common situations, worked through

A monogram with the letters in the wrong order

You 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.

A gift that has to arrive before a date

A 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.

A size that turned out too big

A 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.

A loose stitch on arrival

If 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.

A group order with many names

A 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.

How to write a message we can act on quickly

1. Put your order number in the subject line, or use the matching link on Submit a Ticket.
2. Say in one sentence what you need: a change, a return, a delivery question or a product question.
3. For anything about embroidery, attach a photo taken in daylight, showing the whole design and a close-up.
4. Never send card numbers or passwords. We will never ask for them.

Every support page in one list

Still need a hand?

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.