FAQ

We want you to love your order, and we stand behind the quality of every item we create. Please read our return policy carefully, as it includes important details for both standard and custom orders.

🧵 Embroidered Apparel:

+ Wash inside out in cold water

+ Gentle cycle, with like colors

+ Lay flat or hang to dry

+ Do not bleach

+ Iron inside out on low (avoid embroidered area)

👕 DTF-Printed Apparel:

+ Wash cold, inside out

+ Tumble dry low or air dry

+ Avoid fabric softeners

+Do not iron directly on the design

🪵 Engraved Items (Wood, Acrylic, etc.):

+Wipe clean with a dry or slightly damp cloth

+ Keep away from prolonged moisture or direct sunlight

+Store flat when not in use

- We use high-quality materials and methods, but following these care instructions will help your item stay beautiful longer!

How do I place an order?
You can shop directly through our site or contact us for custom projects using our order form.

Can I send you my own design or logo?
Absolutely! We accept custom artwork and work with several file types (SVG, PNG, PDF, etc.).

What’s the turnaround time?
Orders usually ship within 7-21 business days. Rush options available—just reach out!

Can I approve the design before production?
Yes! We can send you a mockup for approval on most custom orders.

Can you match thread or ink colors?
We’ll do our best to match as closely as possible based on your request.

We’re based in Murphy, North Carolina.

Do you offer local pickup?
Yes! Just select "Local Pickup" at checkout and we’ll contact you when it’s ready.

Do you ship?
Absolutely! We ship across the U.S. and provide tracking once your order is out the door.

What payment methods do you accept?
We accept all major credit cards and more through our secure checkout.

Do you offer wholesale or bulk pricing?
Yes! Contact us directly for team orders, fundraisers, or bulk embroidery pricing.

What formats do you provide?
DST, PES, EXP, JEF, VP3 & more — suitable for most embroidery machines.

Can I sell items I make with your files?
Yes! You’re welcome to sell finished items. Just don’t resell or share the files themselves.

Are digital downloads refundable?
Due to the nature of digital products, all sales are final.

Need help?Message us on Facebook @marblemountainthreads — we’re happy to help!