FAQ

Ma Brown processes and ships orders within a 2-3 week time frame. Check each listing for details.  Transit time to you is in addition.

You will hear from us via email within the same day.  This email will outline the complete process and what to expect including information about seeing your monogram proof and other information.  Just leave the details to us.

We do not intake customer owned items to personalize, known as contract embroidery. There are several reasons for this business decision.  Most likely,  there are contract embroidery businesses in your area that can help with items you would like to drop off for embroidery services only.

Our current product lines and collections change due to sell-outs,  different seasons, and general demand.   We consistently look for, and offer products we have tested and can depend on for quality embroidery outcomes.  Please check back often or better yet, join our email list for notifications of what’s coming soon, popular restocks, promotions, etc.  Just click on the link below.

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The short answer is yes, however,  it’s a process:

First, your artwork or .jpg image must be transformed from artwork into actual embroidery stitches.   That transformation process is called digitizing.  Digitizing transforms custom designs (such as logos) into files that an embroidery machine can read.  The cost for digitizing alone begins at $25 for a left chest size design and goes up  depending on design size and complexity.  Once that file is created, the file can be used over and over again.  So, if you plan to stitch several items with your logo/design, such as 12 caps, polo shirts, etc. it has great benefits.  If you are looking to do just a few items, it can be costly because of that initial digitizing cost.   Embroidery cost, depends on the number of colors used,  the size of the design, the thread count, and many other factors.  There can be an upcharge to actually stitch your new design on your desired item.  If you have questions, just ask.

Our liability and business insurance does not cover foot traffic as we are not a physical store front location.  99% of orders are mailed.  There are a few exceptions,  just ask.

Please inspect your items upon receipt as there is an inspection period.  All items are stitched to order using your color choices, etc.

Personalized Items:  We work very hard to provide detailed descriptions, measurements, photos, and the opportunity to approve personalization in most cases so you’ll know what to expect and are thrilled with your item when it arrives.  Due to the nature of customized products, items are not refundable or replaced since they were created based on your personalization choices.  If for some reason your order was not fulfilled correctly,  Ma Brown promptly corrects any mistakes or errors we made in the customization process with either a replacement or refund.  It varies based on product availability.  There is a 5-day inspection period for any issues to be identified.

Non-Personalized Items:  (Blank purses, totes, etc) Items can be returned within 7 days of receipt providing the item is undamaged/unused and in original packaging with tags attached.   All components such as straps, etc.  must also be returned undamaged and unused.  Contact us please for a return address so we can be on the look out for the incoming package.  The return postage is your responsibility in this case.  Once your return is received, refunds will be processed back through the original payment processing system within 1-2 business days.

If you have additional questions, please contact us.  We are happy to help.

If you need to make a change after ordering, please contact us immediately.  Once your order is placed, your items are removed from inventory, reserved just for you or your blank items are ordered from vendors and are non returnable to the distributor.  Once all details regarding your customization is confirmed and it moves further into prep and processing, we will be unable to make any changes.

All embroidery work is completed in our shop with commercial equipment.  We do not utilize outside contractors or sub-contract work for embroidery.