Do you take special requests for specific items or designs?
Yes, yes, yes!! Custom design is the name of this game! Please let us know if you are looking for a particular item, font, fabric, or color that you do not see listed. We will be more than happy to work with you on special requests. Please email us at CustomerService@LayneJames.com.
What is the turnaround time when I add a RUSH ITEM to my order?
The RUSH ITEM listing is for a 5-7 DAY TURNAROUND TIME - not including shipping time - on an item (granted your item is in stock).
Do you offer expedited shipping in addition to the RUSH ITEM option?
When you add the RUSH ITEM to your order, please specify exactly when you need the item so that we may plan and ship accordingly. Depending on when your item is needed, we may contact you to discuss shipping methods and potential expedited shipping costs. If it is agreed that expedited shipping costs need to be applied, those charges will be billed to you separately.
What is your shipping policy?
All items are shipped via USPS Priority Mail, depending on weight. Tracking is included in your shipping cost at no additional cost. Insurance will be automatically added for no additional fee on orders over $50. Please understand that we are no longer responsible for your package once it is in the hands of the USPS.
What are your shipping rates?
All orders are shipped via USPS Priority Mail. The initial shipping rate is $6.00 and increases by $.50 per item up to $8. Shipping will never be more than $8 total unless expedited shipping is requested. Orders over $100 ship for free.
What if I submit my order and then change my mind? How long do I have to change or cancel my order?
Orders my be cancelled within 24 hours of order placement, provided the item has not been completed. You must send an email to CustomerService@LayneJames.com with your Order Number. Once these steps are completed, your payment will be immediately refunded.
What if I'm not happy with the order I receive?
Each item is personalized especially for you, so please be certain of your font/design/color selections. We are more than happy to provide a mock-up of your personalization choices prior to order placement, if necessary. Contact us at CustomerService@LayneJames.com to request a mock-up.
Of course, we do want each customer to be completely satisfied with their purchase, so please contact us immediately if there is any hesitation.
What is your return policy?
Customized items are non-returnable, unless we make a mistake with the personalization. Please contact us upon receipt of your order if there is a problem.
Returns are accepted on non-customized items within 3 days of receipt. You must email us at CustomerService@LayneJames.com for return instructions prior to mailing your return. Items must be in unused, original condition for the return to be accepted. Shipping costs are non-refundable.
What's the difference between embroidery and applique?
Embroidery is any design (picture) or wording using only thread. Monograms (3 letters) are classified as embroidery, as are any other personalization such as names, initials, etc. Our collection of mini designs are embroidery designs, not applique.
Applique is a design (picture) or wording created by using thread and the additional of fabric. Our appliques are not iron on; they are created piece-by-piece, just for you, on a commercial grade, multi-needle embroidery machine.
