Complaints Policy

We aim to deliver clean, accurate digitizing and vector artwork every time. If something doesn’t turn out the way you expected, we want to hear from you so we can fix it. Complaints aren’t a problem they’re an opportunity for us to make things right.

How to Reach Us if Something Isn’t Right

If you’re unhappy with a design, stitch file, or anything about your order, you can contact us easily:

(740) 873-1641
[email protected]

You can also use our website contact form if that’s more convenient. We respond quickly and aim to reply to all issues within 24 hours.

What Helps Us Solve Your Issue Faster

A few details make troubleshooting much quicker:

  • Your order number or design name
  • A short explanation of the problem
  • Photos, screenshots, or machine results (if the file didn’t stitch correctly)
  • What you’d like us to fix or adjust

No need for anything formal-just explain things in your own words.

How We Handle Complaints

We keep the process simple:

  • We read your message carefully.
    We want to fully understand what happened.
  • We check the file or design.
    We review how it was digitized and where things may have gone off track.
  • We fix it.
    Most issues are resolved with a revised file-provided free.
  • We follow up.
    After sending the updated file, we’ll check to make sure everything stitched correctly.

Our Promise to You

We stand behind our work. If something doesn’t look right, we’ll always try to fix it first. If a problem can’t be solved or a design simply won’t stitch correctly, we’ll be honest about your options-including refunds when appropriate.

We appreciate every customer who gives us the chance to make things right. Your feedback helps us keep our quality where it should be.