Terms of Service
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These Terms of Service (“Terms”) govern your use of threadwell.shop and every order you place with Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US. Thread Well sells embroidered apparel — crewneck sweatshirts, hoodies, quarter-zips, tees, caps and beanies — most of it personalised with initials, names, dates or short lines that you write yourself. Because a stitched letter cannot be unpicked and re-sewn into a new garment, a few of these Terms are specific to personalised embroidery. By browsing the site or placing an order you agree to these Terms and to the policies they refer to. Nothing here takes away rights you have under consumer protection laws that cannot be waived.
The essentials
- Prices are in US dollars and shipping is free to the United States, Canada, Australia and New Zealand; the total is shown before you pay.
- We embroider exactly what you type in the Order notes box at checkout. No proof or mockup is sent before production.
- You can cancel or change an order within 24 hours of placing it.
- Every item can be returned within 60 days of delivery with a free return label, and refunds are issued within 7 days of us receiving the return.
- These Terms are governed by the laws of the State of Wisconsin.
- Questions go to support@threadwell.shop.
1. Using threadwell.shop
You may use the site to browse and buy embroidered apparel for your own use or as gifts. You must be old enough to form a binding contract where you live, or have a parent’s or guardian’s permission. If you create an account, keep your login details private and tell us promptly if you think someone else has used it. You are responsible for the accuracy of the information you give us, especially the shipping address and the text you ask us to stitch.
2. Products, colours and sizing
We describe each piece as accurately as we can: the garment type (crewneck, hoodie, quarter-zip, tee, cap or beanie), the available garment colours, thread colours and placements, and the sizes offered. Tops are sold in unisex sizes S to 3XL (quarter-zips S to 2XL); caps and beanies are one size. Colours on screen can differ slightly from the fabric and thread in daylight, and product images may be digital previews of a design rather than photos of your exact piece. Embroidery is made from many individual stitches, so tiny differences in letter spacing or stitch direction between two pieces of the same design are normal and are not a defect. If what you receive is materially different from its description — the wrong garment, the wrong colour, the wrong placement, or letters that do not match your note — our Returns & Exchanges Policy and Refund Policy apply. The Size Guide explains how to choose a unisex size.
3. Personalisation and your Order notes
3.1 We stitch what you write
Personalisation is given in the Order notes box at checkout: initials, a name, a date, a short line, the order of letters for a monogram and, where a product has no thread option, the thread colour. We embroider the text exactly as written, including capital letters, spelling and punctuation. We do not send a proof or mockup before production, so please read your note twice. If your note leaves something out (for example no thread colour), we use the default described on the product page.
3.2 Limits on what we stitch
Each product page states the maximum number of letters or names that fit. If a note is longer than the design allows, unclear, or impossible to stitch neatly, we will email you before we start, and the order waits until you reply. We may decline text that is hateful, harassing or unlawful, or that uses someone else’s trademark, logo, school crest, team name, licensed character or published artwork without permission (see our Intellectual Property Policy). If we decline an order for this reason, you receive a full refund.
3.3 Your responsibility for the text
By submitting text, you confirm that you have the right to use it and that it does not infringe anyone else’s rights. Names of family members, friends, pets and teachers are of course welcome.
4. Prices and availability
Prices are shown in US dollars (USD) and may change before you place an order; the price in your order confirmation is the price you pay. Some options change the price — for example larger sizes (2XL and 3XL), the Full Chest placement, or choosing a crewneck or hoodie instead of a tee. Shipping to the US, Canada, Australia and New Zealand is free with no minimum. Thread Well does not currently collect sales tax at checkout, and we do not add tax to your order total; any duties or taxes charged by the destination country depend on that country’s rules. If a price is clearly wrong because of an error, or an item becomes unavailable after you order, we will contact you and either correct the order with your agreement or cancel it and refund you in full.
5. Orders and acceptance
Placing an order is an offer to buy. We accept it when we send the order confirmation email. We may refuse or cancel an order if we cannot verify payment, suspect fraud, cannot deliver to the address (we ship only to the US, Canada, Australia and New Zealand), or if the requested text falls under section 3.2. In each case any payment is refunded in full.
6. Payment
You agree to pay the total shown at checkout using one of the payment options available there. Payments are processed by the payment provider you choose; Thread Well never sees or stores your full card number. More detail is on our Payment Methods page.
7. Production, shipping and delivery
Orders are processed in 1–3 business days and then ship from the USA. Estimated transit is 7–14 business days to the United States and 7–14 business days to Canada, Australia and New Zealand. Delivery estimates are not guarantees, and we cannot promise arrival before a particular event. Please order early for weddings, holidays and birthdays. Full details are in our Shipping & Delivery policy. If a parcel is lost or arrives damaged, contact us and we will work with you on a replacement or refund as described in that policy.
| Stage | What happens | Time |
|---|---|---|
| Order placed | Confirmation email sent; your Order notes are attached to the order | Immediately |
| Change window | You can cancel or change the order free of charge | Within 24 hours of ordering |
| Processing | Your piece is embroidered and packed | 1–3 business days |
| In transit | Parcel travels from the USA to you | 7–14 business days (US, CA, AU, NZ) |
8. Cancellations, returns and refunds
You may cancel or change an order within 24 hours of placing it, as described in Cancel or Change an Order. After that, production may already have started. Any item can be returned within 60 days of delivery under our Returns & Exchanges Policy; for change-of-mind returns we pay the return postage with a free return label. Refunds are issued within 7 days of us receiving your return, to your original payment method or, if you prefer, as store credit that never expires — see the Refund Policy. These policies form part of these Terms.
9. Group, club and gift orders
Book clubs, grade teams and families often order several pieces at once — six “book club” crewnecks in mixed sizes, or matching tree-farm sweatshirts for a holiday photo. One person may place the order for everyone, and that person is responsible for listing each name, size and colour clearly in the Order notes so we can match every note to the right item in the cart. If an order is shipped as a gift directly to someone else, the person who placed the order remains our customer for cancellations, changes, returns and refunds, and refunds go back to the original payment method or to store credit for the purchaser. The recipient can still contact us about a loose stitch or a sizing problem, and we will keep the purchaser informed.
10. Promotions
If we ever offer a discount code or promotion, it applies only as described in its own terms, has no cash value and cannot be combined with other offers unless stated. Ending a promotion never affects an order already placed.
11. Content you send us
If you email us a photo, a sketch or a message, you confirm you have the right to share it. We use it only to fulfil your order or answer your request, and photos are deleted 30 days after delivery, as explained in our Privacy Policy. We do not publish customer photos or messages without permission.
12. Intellectual property
The Thread Well name and logo, our original embroidery designs, product images, descriptions and the layout of this site belong to Thread Well or its licensors. You may share links to our pages, but you may not copy our designs, photos or text for commercial use. See the Intellectual Property Policy and the DMCA page for how to report a concern.
13. Acceptable use
Please do not misuse the site. This includes attempting to break its security, scraping it with automated tools beyond normal search engine crawling, placing fraudulent orders, submitting text in Order notes meant to harass someone, or using the site for any unlawful purpose.
14. Care of embroidered garments
Each product page gives general care guidance: turn the garment inside out, wash cool on a gentle cycle, dry on low or flat, and avoid ironing directly on the stitches. Damage caused by ignoring care guidance, by bleach, or by normal wear over time is not a defect. If a stitch comes loose soon after delivery, tell us — we would rather look at it than have you live with it.
15. Disclaimers and limitation of liability
We provide the site as it is and cannot promise it will always be available or free of errors. To the extent the law allows, Thread Well is not liable for indirect or consequential losses, and our total liability for any order is limited to the amount you paid for it. These limits do not apply where the law does not allow them, for example liability for fraud or for death or personal injury caused by negligence, and they do not affect your statutory consumer rights.
16. Governing law and disputes
These Terms and any order are governed by the laws of the State of Wisconsin, United States, without limiting any mandatory consumer protection law of the country where you live. If something goes wrong, please contact us first — most problems with a size, a letter or a parcel are solved quickly by email.
17. Changes to these Terms
We may update these Terms from time to time. The version in force when you placed your order applies to that order, and the date at the top of this page shows the latest change.
18. Contact
Questions about these Terms? Email support@threadwell.shop — we reply within 24 hours on business days — or visit Contact Us. Our postal address is Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US. See also the Privacy Policy and the FAQs.