Terms & Conditions
Last Updated: June 22, 2026
Welcome to HDX Embroidery House ("HDX," "we," "our," or "us"). By accessing our website, placing an order, requesting a quote, or purchasing any products or services from HDX Embroidery House, you agree to be bound by these Terms & Conditions.
1. General
HDX Embroidery House provides custom embroidery services, personalized products, business embroidery services, event embroidery activations, and ready-to-ship merchandise.
We reserve the right to refuse service, cancel orders, or decline projects at our sole discretion.
2. Order Approval
Customers are responsible for reviewing all order details, including:
- Names
- Monograms
- Dates
- Design placement
- Colors
- Sizes
- Quantities
Once an order has been approved and production has begun, HDX is not responsible for errors resulting from information provided or approved by the customer.
3. Custom Orders
All custom embroidery orders are final.
Because custom items are personalized specifically for each customer, they cannot be returned, exchanged, or refunded unless an error was made by HDX.
Production timelines are estimates only and are not guaranteed unless otherwise agreed upon in writing.
4. Customer-Supplied Items
Customers may choose to provide their own garments or items for embroidery.
While we take great care in handling every item, embroidery involves needles, thread, stabilizers, heat, and machinery. By providing your own items, you acknowledge and accept these risks.
HDX is not responsible for:
- Damage to customer-supplied items
- Manufacturing defects in customer-supplied items
- Shrinkage, puckering, or fabric distortion
- Replacement costs for customer-supplied items
If an item is damaged during embroidery, HDX's liability is limited to the embroidery service fee paid, if any.
HDX reserves the right to decline embroidery on items deemed unsuitable or high-risk.
In no event shall HDX Embroidery House's liability for a customer-supplied item exceed $50 per item unless otherwise agreed in writing prior to production.
5. Artwork & Intellectual Property
By submitting logos, artwork, designs, images, or trademarks, you represent that you own or have permission to use those materials.
HDX is not responsible for verifying ownership rights and assumes no liability for copyright, trademark, or intellectual property infringement resulting from customer-submitted artwork.
Customers agree to indemnify and hold HDX harmless against any claims arising from submitted designs.
6. Digitizing & Design Files
Digitizing fees cover the creation of embroidery-ready files and are non-refundable.
Unless otherwise agreed in writing, digitized embroidery files remain the property of HDX Embroidery House.
7. Production Variations
Embroidery is a handcrafted production process.
Minor variations may occur, including:
- Thread color appearance
- Stitch density
- Placement
- Garment positioning
- Finished size
These variations are considered normal and do not constitute defects.
8. Event Embroidery Services
Event bookings require a signed agreement and deposit.
Deposits are non-refundable unless otherwise stated in the event contract.
HDX is not responsible for delays caused by:
- Venue restrictions
- Power issues
- Internet interruptions
- Customer or guest delays
- Force majeure events
9. Pricing & Payment
All prices are listed in U.S. Dollars.
Prices may change at any time without notice.
Full payment may be required before production begins.
Orders remain the property of HDX until paid in full.
10. Shipping
Shipping timelines provided by carriers are estimates only.
HDX is not responsible for carrier delays, lost packages, weather disruptions, or incorrect shipping addresses provided by customers.
Risk of loss transfers to the customer once an order is delivered to the carrier.
11. Returns & Refunds
Ready-to-ship products may be eligible for return in accordance with our Return Policy.
Custom embroidered items, personalized items, digitizing services, deposits, and event services are non-refundable unless an error was made by HDX.
Customers must inspect orders upon receipt and notify us of any issues within seven (7) days of delivery.
12. Website Use
You agree not to:
- Use our website for unlawful purposes
- Attempt to interfere with website functionality
- Submit false or misleading information
- Copy, reproduce, or distribute website content without permission
All website content, photographs, branding, logos, and designs are the property of HDX Embroidery House and may not be used without written consent.
13. Limitation of Liability
To the maximum extent permitted by law, HDX Embroidery House shall not be liable for any indirect, incidental, consequential, special, or punitive damages arising from the use of our products, services, or website.
Our maximum liability for any claim shall not exceed the amount paid by the customer for the applicable order.
14. Governing Law
These Terms & Conditions shall be governed by and interpreted in accordance with the laws of the State of Ohio, without regard to conflict of law principles.
Any disputes arising under these Terms shall be resolved exclusively in the state or federal courts located in Cuyahoga County, Ohio.
15. Changes to These Terms
We reserve the right to update these Terms & Conditions at any time.
Changes become effective immediately upon posting to our website.
Continued use of our website or services constitutes acceptance of the updated Terms.
16. Contact Information
HDX Embroidery House
14528 Detroit Avenue
Lakewood, Ohio 44107
Email: info@hdxembroidery.com
Website: https://hdxembroidery.com
17. Unclaimed Orders
Customers are responsible for picking up completed orders within a reasonable timeframe after notification that the order is ready.
Orders that remain unclaimed for more than ninety (90) days after completion may be considered abandoned. HDX Embroidery House reserves the right to donate, dispose of, or otherwise remove abandoned items without refund or compensation.
Any balances owed on abandoned orders remain the responsibility of the customer.
18. Bulk Order Quantity Variations
For large production orders, final delivered quantities may vary slightly due to production processes, garment defects, supplier shortages, spoilage, or quality control requirements.
Unless otherwise agreed in writing, a variance of up to five percent (5%) over or under the ordered quantity shall be deemed acceptable and fulfillment of the order.
Customers will be charged only for the quantity actually produced and delivered unless otherwise stated in a written agreement.
19. Embroidery Placement & Production Tolerances
Embroidery is performed on garments and products that may vary in size, construction, seams, stretch, thickness, and manufacturing consistency.
While HDX strives for precise placement, customers acknowledge that slight variations may occur during production.
The following are considered acceptable production tolerances and do not constitute defects:
- Placement variations of up to 0.5 inches from the intended location
- Minor differences in thread appearance due to lighting, monitor settings, or dye lots
- Slight variations in stitch count, stitch direction, or design dimensions
- Natural variations caused by garment construction, fabric type, or item shape
HDX will not remake, refund, or replace items solely due to variations that fall within these normal industry tolerances.
20. Customer Response Delays & Production Timelines
Production timelines provided by HDX are estimates and are based on timely communication from the customer.
Delays caused by the customer, including but not limited to delayed approvals, unanswered emails, late artwork submissions, incomplete order information, or delayed payment, may result in adjusted production and delivery timelines.
HDX is not responsible for missed deadlines resulting from customer-caused delays.
21. Rush Orders
Rush production may be available at HDX's discretion and may be subject to additional fees.
Acceptance of a rush order does not guarantee delivery by a specific date unless expressly confirmed in writing by HDX.
Customers are responsible for providing all required approvals, artwork, and payment promptly to maintain rush production schedules.
22. Customer Satisfaction & Error Reporting
Customers must inspect all products immediately upon receipt.
Any concerns regarding production errors, defects, shortages, or order discrepancies must be reported to HDX in writing within seven (7) calendar days of delivery or pickup.
Failure to report issues within this period shall constitute acceptance of the order as delivered.
If HDX determines that an error occurred on our part, our sole obligation shall be, at our discretion:
- Repair the affected item;
- Replace the affected item; or
- Refund the portion of the order directly related to the error.
HDX shall not be liable for indirect, consequential, incidental, or third-party damages arising from any order error.