Frequently Asked Questions

If you have any more questions not addressed on this page, please do not hesitate to contact us by email or through the form on our website.


These are common questions about what designs we are able to embroider and what materials we can embroider on.

We can embroider all parts of the shirt; the front, sleeves, back, etc. Please contact us for any detailed requests. 

Yes, we are able to do Puff or 3D embroidery, but usually only on hats.

Usually the customer should have an idea, and we can show them what it looks like; we don’t decide size or color. Logo sizes depend mostly on the type of apparel and location that we are decorating. Typical sizing for hat logos is around 2″ tall by 3-4″ wide, sizing for left or right chest logo is most often up to 4″ wide, and typical full back logos for jackets or sweatshirts is (no more than 10″ – 12″ wide). If you have questions about what size logo will work best for you, upload your logo here and we can take a look.

No. Embroidery is a great imprint method for most but not all kinds of designs, from single color to full color, small hat logos to much larger designs on blankets or jackets. Embroidery has some size limitations – we recommend a minimum size for letters to be around 1/4″ tall, and find that highly detailed logos at smaller sizes are more likely to come out well with another imprint method like screen printing. Additionally, very large logos with a high stitch count can increase in cost quickly. We can make recommendations for you anytime if you’d like to send us your design.

Yes. Embroidery quality starts with the digitized file, and we accept any image files such as JPEGs and PNGS. We will use our high quality digitizing services to convert the file into an embroidery file so that you get the quality you desire. Digitizing is a process of converting your artwork into a format which our embroidery machines can use, and it’s the quality of the digitization which makes a BIG difference to the final result

We don’t recommend that you go over an existing design. It may be best to remove the old design first, or make a patch or emblem to cover it properly. We can go over options with you upon inspection of the garment or item.

Standard materials for embroidery include cotton, polyester, cotton/poly blends, softshells, puffy jackets, wool, linen, canvas and knit material. In general we can embroidery any material that is thin enough to pass a needle through. We do not embroidery on leather or plastic.

No, we are not graphic designers. We can add text or do text only. Rule of thumb; the better the art the better the design. Email us your computerized design and we can talk to you about options.

You can submit your artwork along with the desired size of the final design and we will be able to give you a stitch count from there.  There is no charge for estimates.

No, not all the designs for embroidery are possibilities, contact us and see your options.

No, because of trademark and copyright infringements we will not embroider or digitize any design that you do not have the rights to.

​Yes. We offer several sizes and shapes of pre-made patches to choose from or we can custom make a patch for you.We only offer this service depending on the customer’s request. 

The most gentle option is to hand wash and allow the item to air dry, but we know not everyone has time for that. If you do choose to machine wash, we recommend the following:

- Turn the item inside out to protect the embroidery.

- Try to not wash the item with other clothing that might cause damage, such as zippers or buttons.

- Choose a mild detergent. 

- If possible, allow the item to air dry (avoid high temp). This will prevent any shrinking that might occur.

- If the embroidery features bright colors, a gentle wash in cold water can reduce the chance of colors bleeding.

- If you need to iron, avoid steam and do not place the iron directly onto the embroidered area. Instead, use a pressing cloth over the embroidery or iron on the reverse side.

Shipping and Delivery:

These are common questions about to where and how fast we ship.

Regularly, turnaround is 7-10 business days. After designs are approved it will usually take 1-3 business days. For small orders, your expected processing time is between 2 and 3 business days from approval of design. During the Winter holidays, things get very busy and this increases production time. We have never missed a deadline but ensure that if you’re pressed for time to get something done, ask if a rush order is possible.

We can often accommodate rush orders. Rush orders may be subject to a rush fee in addition to your invoice. There are times we may be able to accommodate your rush needs for no additional charges. 

We ship to all 50 states as well as internationally to Europe, Australia, Asia, Canada. Prices on international items will vary based on location. 

 Contact our customer service at (408) 888-7785 or or fill out the form on our website.

Yes, we can ship orders to whatever location or person. We can fulfill company orders through our business gift store. 

Payment and Returns

These are common questions regarding forms of payment and our return/refund policy.

We happily accept cash, check, credit cards (MasterCard and Visa), Venmo, Zelle, and Paypal.  

Sometimes, if it is imperative that you jump to the front of our scheduling line, we charge only a $25 rush fee. This helps us with any overtime costs to make sure all projects are completed on time.

 The art you supply needs to be digitized into stitches. The embroidery machines read only a specialized type of file. The more complex or high density the art, the more time it takes to digitize. 

Our digitizing and set up fee = $40. This is a one time charge. You can use the same logo in the future. 

No, we save the digitized art in our computer files to be used again and again. But if you want the size of your embroidery changed by more than +/- 10% it may need to be re-digitized in order to keep the design’s integrity, so there would be another set-up fee. We save all sizes and versions of your art for future use.

Our online product costs are included in the embroidery fee.

Most of the items will depend on the Logo image size, colors and quantity. Please contact us to get a quote.

Because of the nature of custom embroidery, we are not able to accept returns on customized items.  However, if there is an error due to our mistake, we will replace the item or correct it to your satisfaction.  This does not apply to items supplied by customers.

We have a 14-day return policy. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 

Gift cards can be purchased between $25 and $100.


These are common questions regarding the embroidery ordering process.

No, we can work with designs with as many as 6 colors. Also, with embroidery you can change the colors at any time. Many customers prefer a uniform look of their design, so they keep colors consistent with their brand. Setting up standard colors for light vs. dark garments is very helpful for re-orders.

We have a minimum order request, 6, online. If you order less than that, please contact us.  We like to help everyone and won't turn you away because you only need one item.  

Yes. We happily provide anything you want embroidered.  We have many favorite products available to order online. If you need something else, go to website: to see some of the fine products we can provide for embroidery. If you can't find what you are looking for just ask!!  We can help to find different providers’ products.

Yes, we will embroider on items supplied by our customers at their risk.  Please understand that some materials do not embroider well and although we take great care to protect everything we do, we will not be responsible for damage or replacement costs of supplied items.  There are certain items that we will not embroider and may not be able to tell you until we see it.

You can check our website or follow our social media accounts to stay updated on newly released products (Instagram - @turtleworksembroidery) (Facebook - @turtleworksembroidery) We also have a new arrival collection on our website.

Yes, it depends on the quantity and design. Email or text (408) 888-7785 for specific details.