FAQ - Frequently Asked Questions

What makes Sew & Sew Embroidery different from other contract embroiderers?
In addition to superior digitizing, our facility uses only the best embroidery equipment in the industry.
We meticulously maintain our equipment and take great care to train our workers to keep each
machine properly calibrated for optimum results, including but not limited to constant adjustment of
thread and bobbin tensions. We use only the finest quality threads, backing, and other materials. Our
many years of experience have also taught us a host of production techniques that allow us to make
real time adjustments to a job in order to make it embroider beautifully and deliver spectacular logo
apparel. Finally, we hire talented and exceptionally dedicated employees who are trained and
committed to providing you with exceptional customer service.

How can I get started doing business with Sew & Sew Embroidery?
We always welcome new business!  We provide corporate and custom embroidery at the wholesale
level for various promotional product distributors specializing in corporate, small business, resort,
school, clubs and other types of organizations needing custom embroidery and logo digitizing
services.  To get started, you can e-mail us by
clicking here, fax us at 330-676-9600, or simply call one
of our Customer Service Representatives at 330-676-1600.

If I am drop shipping to you, what should I do?
You may directly send your garments to us as follows:

Sew & Sew Embroidery
PO # (Job Name)
c/o (your company name)
881 Tallmadge Rd
Unit C
Kent, OH  44240

What is the SanMar PSST Program and how can I benefit from the free freight savings?
Please click here to go to our PSST web page for full Program details.

How do I send Sew & Sew Embroidery my logo designs and requests for quotes?
You can e-mail us your design by clicking here, or simply call one of our Customer Service
Representatives at 330-676-1600 to make arrangements. For your convenience, you can either send
us your own original art work or you can choose from our vast database of more than
20,000 pre-
digitized, stock designs. You can browse major categories in the database or search through it using
keywords. Then simply note the design number in your email. Whether you upload your own logo
design or choose from ours we will respond to you quickly with a free quote on contract digitizing
services, stock logo purchase, and contract embroidery prices for your project. You can provide special
instructions on logo placement, thread colors, or other important information regarding your design. If
you are sending us original designs it is important for you to send us the best quality and most
accurate art work you have available.

What is “digitizing”?
Digitizing is the process of converting original art work into a set of electronic instruction files that can
be read by a commercial embroidery machine. Digitizers use a variety of software programs and
productivity tools, but experience, good instincts, and a knowledge of how to translate an image in
ink to one made of thread sewn on fabric is critical. Many contract embroidery factories rely on
inexpensive and lower quality overseas digitizing services.
Sew & Sew Embroidery understands that
digitizing is the most important factor in achieving high quality custom embroidery, and we use only the
best in-house and outside digitizing experts
. Some contract embroiderers offer “free” digitizing to their
customers, but we feel that this practice is not conducive to providing clients with the best quality
work.  We only digitize logos for in-house orders for ASI clients.

Can I provide you with my own digitized embroidery file?
Ordinarily, we prefer to do our own digitizing in order to control and be able to assume complete
responsibility for ultimate quality of the finished embroidered garment.
Digitizing quality is undoubtedly
the principal determinant of the final embroidery result
. However, we recognize that you may have
previously digitized files from other custom embroiderers, and if you were pleased before you will
certainly be happy with us! Please be aware that we can only perform limited edits on embroidery
files digitized by third parties. You can email your digitized files to
DESIGNS with your company name
and reference number in the subject line. Sew & Sew Embroidery assumes customer is familiar with
design quality and cannot be held responsible for how your design sews.  Should any
corrections/adjustments be needed, let us know on your PO. Tape edits start at $25.00.

How does your pricing compare to that of your competition?
We work very aggressively to keep our costs in check and to remain competitive with similarly
positioned contract embroidery and digitizing businesses that emphasize quality, delivery time, and
service. We recognize that in mature markets such as that of the decorated apparel business it is
important to provide clients terrific value in order to earn and retain their business.

What is your ordering, proof and approval process?
For new logo designs that we have not previously embroidered the client generally submits art work
for a quotation, along with basic information on logo placement (e.g, left chest, cap front, sleeve),
type of material (e.g, cotton pique, fleece, terry cloth) and the likely number of pieces to be
embroidered. We will promptly reply with both a digitizing quote (including any suggestions regarding
the size and design modifications) and an estimated embroidery price. As part of the quote we will
provide you with information on the estimated number of stitches in the design so that you can also
determine embroidery costs on your own using our price list. Once the quote is approved by you, we
complete the digitizing and provide the client a sew out or digital proof of the newly digitized logo.
This provides the client the opportunity to make comments or changes prior to giving the “green light”
to proceed with the embroidery. We cannot move forward with the embroidery order until a complete
and written purchase order (including a breakdown of garments to be embroidered, thread color
requirements, variations by garment type, packaging and shipping/delivery requirements) has been

What is your repeat order process?
All orders are treated as new orders.  We will reference a previous order for logo, colors, locations,
etc,  but strongly suggest including this information on your new PO.  If you feel you need to request
a proof for a re-order, please indicate this on the purchase order.

How do I know if all of my garments have been received correctly?
When your garments are received we carefully compare the contents of the boxes as described on
the packing slips against the detailed breakdown of what you have ordered or specified on your
purchase order. We then perform a quick visual check to detect any obvious errors on the part of your
garment supplier. This is NOT the same as an item-by-item check-in to verify the correctness of each
item. We can also perform that service for you at an additional charge.

How long will it take to receive my order?
For most custom logos or designs we are usually able to digitize and send you a proof for your
approval within 1-2 business days of receiving your order. For larger or more complicated designs it
may take a bit longer. Once we receive your approval of the design proof, and assuming that we have
received your written purchase order and garments, we are usually able to ship within 5-7 business
days. We rarely resort to the “rush fees” that many contract embroiderers commonly use, and we
rarely say “no”. We understand that “special situations” arise, and we pride ourselves on our
partnership with clients to resolve these challenges.  To get an estimated delivery time frame from
our location, click our
UPS Outbound map.

How will I know when my order is ready and when it has shipped?
We manage deadlines very carefully and you will usually be informed that your order is complete
either through a phone call or e-mail (if there is a pending deadline) or through the receipt of your
invoice. You will be notified that your order has shipped through a UPS Quantum Notification that will
contain all pertinent shipping and tracking information. We are able to accommodate international
shipments using client accounts.

What if I don't have a design?
Visit our catalog of over 20,000+ stock designs here.  You can add custom text, modify text color,
change layout, and change the colors of stock designs.

Do you have minimums?
No, we do not for our standard embroidery services.  However the more items you order, the better the
unit price will be.  
Specialty decorating processes like sequin embroidery (minimum order size is 500
units of same design), heat transfers, patches and appliqué orders
do have minimums; contact
customer service for details.

Can I mix and match garment sizes and types and can I change thread colors without affecting
my price?
Yes. It does not matter whether we are embroidering different garments, as long as the basic logo
design (including size) remains identical. There may be a nominal fee if the logo colors need changed
for different colored garments within the same order.

Do you fold and polybag items?
Yes we do for an additional fee.  Please request this on your PO.

Do you provide samples before production?
We provide one free sewn embroidered swatch with each purchased digitized logo we create.  If you
have an existing embroidery logo created by someone else, we can run a swatch based off the
current single item price from our Price List.

Do you have rush charges?
We rarely resort to the “rush fees” that many contract embroiderers commonly use, and we rarely say
“no”. We understand that “special situations” arise, and we pride ourselves on our partnership with
clients to resolve these challenges.

What is your turn around time?
Our normal turn around time is 5-7 days from final art approval.  Please let us know if you have a
specific date so we can schedule it to ship on time for you.

Do you have a chart of your embroidery charges?
Yes.  It is available only to resellers by clicking here.  Once we verify you are a distributor we will
forward our Price List to you.

Do the prices on your price list include everything?
Yes. If you read the price list carefully, you will find every item for which we charge. We believe that
our prices are fair, and we carefully avoid any “hidden charges” as part of the trust that we establish
with our clients.

Do you sell blank fabric material or individual rhinestones to consumers?
No we do not.  We are a contract decorating facility that imprints pre-manufactured merchandise and
do not manufacturer shirts or other items from scratch so we do not offer that service.  For
Rhinestone orders we provide the heat transfer application of a complete logo that we apply to
garments in-house; we do not provide transfers for outside orders nor do we offer rhinestones as
individual items for purchase.

Can I get my shirts personalized with names?
Yes, you can. We offer several ways to personalize your shirts beyond adding a custom embroidered
logo.  Please contact us for more details.

Secure Transactions:  Paying for Open Invoices - FAQ
We have partnered with Authorize.Net, a leading payment gateway since 1996, to accept credit cards
and electronic check payments safely and securely for our customers.  The company adheres to strict
industry standards for payment processing, including:128-bit Secure Sockets Layer (SSL) technology
for secure Internet Protocol (IP) transactions.  Industry leading encryption hardware and software
methods and security protocols to protect customer information.  Compliance with the Payment Card
Industry Data Security Standard (PCI DSS).  A 3% transaction fee will be applied to all credit card
Click here for more information.

Where are you located?
We are located just off Interstate 76 at exit 31 Tallmadge Road / County Road 18 by the Cascades of
Brimfield, on the Kent, Brimfield, and Tallmadge city lines in between Portage and Summit Counties.
We are centrally located between Cleveland and Columbus and are within a 1-3 day UPS ship to the
majority of the States.

Our Shipping Address is:

Sew & Sew Embroidery
881 Tallmadge Rd
Suite C
Kent, OH  44240

Our Correspondence Address is:

Sew & Sew Embroidery
PO Box 333
Tallmadge, OH  44278
Click to track UPS shipments
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