UA Corporate - FAQ

(Click on any question to expand.)

Order Overview (Embroidery)

What happens once I place my order?
Once you place your order, you’ll immediately receive an e-mail confirmation with your order number. You’ll receive an email from your dedicated "Merchologist" who will be taking care of your order soon afterwards. Our Merchologists will fully review your order, confirm dates, and review your artwork.

Once all of the details are worked out, we will begin the process of getting your logo digitized, and the next thing you'll receive is an image of your sewn-out logo. From there, you’ll have the opportunity to approve it, or make suggestions for changes and improvements. Once you’ve approved the artwork, your order moves into production. Nothing goes into production without your approval!

Because the digitizing and embroidery charges (up to 10,000 stitches) are FREE on apparel orders of 12+ pieces, your price will always be the same as what was shown in the order confirmation you received at the start of the process unless something has changed or needs to be edited (quantity, logo size, or expedited shipping) – and then only if you’ve approved those changes in advance.

General Ordering Information

Can I cancel or change my order?
You can cancel at any time prior to the order going into production. Once items have been decorated with your logo, we can no longer accept a cancellation. If you need to change your order for any reason, please contact your Merchologist as soon as possible and they’ll be happy to assist you.

What are set-up charges?
Orders being embroidered above 12 pieces do not incur set-up charges. However, unless you have a DST embroidery file, all orders below 12 pieces are subject to a $45.00 logo set up charge. This is simply a one-time charge to create the embroidery tape of your logo. If you ever place a reorder using this logo, you do not have to pay the set up charge again!

If I reorder an item with this logo, will I pay set-up charges again?
No. If you place a reorder using the same logo, you aren’t charged a set-up charge again. (Remember: all embroidered orders over 12 pieces are not charged a set-up fee!)

Will I see a proof before my order goes into production?
Yes. Unless it is an exact reorder, you always see a stitch-out of your logo before we proceed.

Do you charge sales tax?
Customers in certain states may be required to remit use taxes. If your organization is exempt, please supply your Merchologist with your resale certificate.

Artwork (Embroidery)

How large of a logo will you embroider for free?
On orders of 12 or more pieces, we embroider one logo up to 10,000 stitches for FREE. Nearly all of the corporate logos used on a chest, sleeve, cuff, or hat are under this stitchcount.

How do I know how many stitches my logo is?
You can view some sample stitchouts here, showing various logos & their stitchcounts. Additionally, we'd be happy to review your logo ahead of time and give you an estimate on stitchcount and any potential extra charges (if applicable).

What if I need a larger logo than 10,000 stitches? Or two logos?
We would be more than happy to give you a quote on requests such as this. Otherwise, once we receive your order, we will get in touch with you with any further charges.

What kind of artwork can I upload?
If you have them, we prefer high-resolution JPEG, PDF, EPS, or AI images. However, we will take whatever you've got--we've seen pretty much everything! Or, if you have a DST embroidery file, upload it with your thread colors, and we can skip right to the "sewing out a proof" step and we'll credit you $45.00! NOTE: You only need to upload your image file once per order--i.e. it doesn't need to be uploaded with each style and/or color you are purchasing.

Do you keep my art on file?
Yes. We keep your artwork on file to make reordering and using your logo on future products as easy as possible.

Where do I send my artwork?
You can either upload it with your order or email it to uac.sales@merchology.com with a reference to your order number.

Can I specify a PMS color for my imprint?
Yes. Keep in mind that in some cases, exact PMS matching isn’t possible, but we'll get as close as we possibly can with our thread colors. Your Merchologist will help you with this. You can always include a message about this in the 'Comments’ section of the ordering process, or just let your representative know (you’ll get an e-mail from them shortly after you place your order).

Can I order apparel without embroidery?
All apparel from retail brands requires embellishment. (The one exception is sample orders of 1-2 pieces.)

Artwork (Other Options)

What other decoration options do you have available?
View our Decoration Dictionary here to learn more.

Does Merchology offer screen printing?
Absolutely! Fill out our Screen Printing Request form and we'll get back to you with a detailed quote within 24 hours.

Shipping & Delivery

How long will it take to get my order? (embroidered goods)
The full process, from the time you place your order to the time it ships to you takes approximately 10-12 business days, plus ship time to your address from Minneapolis, MN. Rush processing is available--please contact us. Our standard processing times are as follows:

Day 1: Your corporate logo is digitized and the embroidery tape is created.
Days 2-3: Logo is stitched out onto a piece of fabric for your approval.
Days 4-9: After a stitch out is approved, the goods are embroidered.
Days 10-12: The order is finished, packed up, and shipped out!

Do you offer rush processing?

How long will it take to get my order? (blank samples)
Blank (un-embroidered) sample goods ship between 1-5 business days, plus transit time to your location.

Can I ship internationally?
Yes--Merchology ships decorated goods worldwide. You will see your shipping costs & options at checkout (excluding duties and fees). Upon placing an order, a Merchologist will send you this link which will supply you with our one-time customer setup form. Upon completion of that form, your order will begin processing!

Do you offer expedited shipping?
We do. You can select 3-Day Select, 2nd Day Air, or Next Day Air with costs based upon the weight of your goods. (All expedited orders for suitcases and golf bags will incur further shipping charges, however.) There are expedited options available for international shipments, as well.

Can I ship on my own shipping account?
Yes. Just let your Merchologist know (you’ll get an e-mail from them shortly after you place your order) and they’ll be happy to help.


How do I order samples?
If you are in need of a sample before the purchase of your group order, our standard policy is to offer a 20% discount off the MSRP for the 1-2 piece order. Un-embroidered samples can be returned for a refund if the style is not chosen by your company or group. (Note: All sample orders exceeding $500.00 will incur a 15% restocking fee.) Please contact our Merchologists for your special 20% off code or if you have any other questions!


What type of payments do you accept?
We accept all major credit cards and Paypal.

When do you charge my credit card?
We ‘authorize’ your card once you place the order on our website, but we do not collect the funds until we verify your product is in stock.

Do you offer Net 30 terms?
Yes. There is a 12 piece minimum on all opening Net 30 terms orders. Please contact us before you place your order if you'd like to get set up on Net 30 terms.


What if I’m unhappy with my order?
If you’re unhappy with your order because the product is defective or the imprint quality isn’t what you expected, contact your Merchologist and we’ll rerun your order or refund your money. Your experience with Merchology means everything to us and we will do our best to work with you on any issue. On all other types of returns, you will be issued a refund minus the original shipping charge (if applicable). In these instances, the customer is responsible for shipping the goods back to Merchology. We must be notified of all returns within 30 days.

Can I return embroidered apparel?
The only returns we can accept are for defective apparel or defective embroidery. However, we will try and help you out as much as we possibly can, within reason.

Cancelled Orders

What if I need to cancel my order?
If an order is cancelled due to extenuating circumstances before it is decorated & shipped, you will be refunded in full provided your logo has not been digitized & stitched out for approval. If the logo has been digitized & stitched out, you will be provided with the digital DST embroidery file, and our standard $45.00 logo fee will be deducted from the refund.

Company Stores

If you are interested in having Merchology create a company store for you, please view our Company Store Options here. If you have any questions, feel free to send an email to uac.sales@merchology.com.


If we use artwork you have supplied to imprint your product, you are warranting that you have unrestricted right and authority to use and distribute that artwork.

Our Site

The artwork, designs and trademarks shown on products on this site are examples of the products and imprinting services we offer. They do not represent endorsement by the owners of the artwork, designs or trademarks.

All prices and product information are subject to charge without notice.

View our terms of service here.

Privacy Policy

You can view our privacy policy here.