FAQ

Ma Brown processes orders utilizing a few different options and time frames. Check each listing for details.  Rush is available with some items. Transit time to you is in addition.

You will hear from us promptly.  This communication will outline the process and what to expect including information about approving your monogram design proof (if applicable) and other information.  Just leave the details to us.  If you ordered a blank item or opted out of the monogram proof process, you will receive notification once your items ships.

We personalize items that we supply exclusively. There are several reasons for this business decision, but simply said, we test items we know can withstand the embroidery process and produce the best possible outcomes.  If you are looking for contract embroidery services, most likely,  there are local shops 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,  season changes, and general demand.   We consistently look for, and offer products suitable for embroidery.  Unfortunately, not everything is.  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 to sign up for our VIP list.

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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 varies, but in general it begins at $25 for a left chest size design and goes up  depending on design size and complexity.  Once that embroidery file is created, the file can be used over and over again.  Therefor, 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 one or two items, it can be costly because of that initial digitizing cost.

We accept custom design/logo work during limited times of the year with orders of 12 or more only.   We can supply you with samples of blank caps, polos, jackets to choose from and a quote for your project.

Our liability and business insurance does not cover foot traffic as we are not a physical store front location.  99.9% of orders are mailed.  There are a few exceptions,  just ask.

Please inspect your items upon receipt as there is an inspection window.  All items are stitched to order using your ordering instructions.

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 exchangeable 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.  Refund or replacement 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.

You have the option to cancel within 24 hours of order placement.  Once your order is placed, your item is removed from inventory and reserved just for you.  In some cases your blank item is ordered from vendors to fulfill your order and they are non returnable to the distributor.  If you need to make a change after ordering such as a thread color change or monogram style change, please contact us immediately as work begins behind the scenes right away.  Once all details regarding your customization is confirmed and it moves further into prep and processing, we are not able to make changes.

Many times, shops monogram through all layers and stitch inside pockets shut. You have to choose between personalization or full functionality of inside pockets on bags and purses. With Ma Brown Mercantile, you NEVER have to choose between fashion and functionality with your handbag.  With our monogramming process, if inside pockets are in the path of embroidery, we take extra steps so you can keep full functionality. It takes additional time and labor, but based on favorable customer feedback, we believe it’s well worth it and is just one way Ma Brown  sets itself apart.