Questions & Policies
Thank you for your interest in Townes & Co. Stitching and Design.
View frequently ask questions, or our shop policies below!
Frequently Asked Questions
-
What is your turnaround time?
Our current turnaround time is 4 weeks plus shipping days. This does not include weekends or holidays. We always do our best to stick to that time frame, but should there be any delays we will let you know! TAT for pre-orders will be stated in individual listings.
-
Do you offer local pick-up?
Yes, our local pickup is in Northport, AL, Monday through Sunday from 7am-7pm. When checking out, be sure to check ‘Local Pickup’ for your shipping option. Once your order is ready for pickup, you will receive email instructions for pickup!
-
Do you accept personal items/drop offs?
We gladly accept personal items/drop offs. Please fill out our form under our ‘Custom Designs’ tab and review our policy regarding the usage of personal items for embroidery below.
-
Will my product be pictured online?
We reserve the right to use images of orders for marketing and promotional purposes, including on our website and social media platforms. If customers do not wish to have images of their order used for marketing purposes, they must notify Townes & Co. at the time of purchase.
-
Do you accept rush orders?
As a small business, we strive to accommodate all your orders! We do offer a rush option, which bumps turnaround time to 14 days plus shipping days. If there is a specific date you are needing your order by, please reach out prior to placing your order so that we can confirm we are able to work within that timeframe!
-
Do you offer shipping?
Yes, we offer multiple different shipping options. You can view our shipping policy below!
View Shipping Policy
Payment Policy
We proudly accept all Shopify-approved payment methods, including Shop Pay, PayPal, Apple Pay, Visa, and Mastercard.
At Townes & Co., every piece is thoughtfully designed and created specifically for you. Due to the custom nature of our products and the time dedicated to design, preparation, and embroidery, full payment is required at the time an order is placed.
Turnaround Time Policy
Each Townes & Co. piece is created with intention and care. Our current turnaround time is always displayed in the announcement bar at the top of our website.
Turnaround times begin once all order details have been finalized and any required approvals, confirmations, or payments have been received.
Business days are defined as Monday through Friday and exclude weekends and holidays.
Baby Bundles
Baby Bundles are fulfilled according to the expected due date month selected at checkout. To ensure timely delivery, bundle orders must be placed a minimum of eight weeks prior to the selected due date month.
Bundles are generally shipped during the middle of the month preceding the selected due date month. For example, August due date bundles typically ship in mid-July.
While we make every effort to accommodate early arrivals when possible, delivery prior to an unexpected early birth cannot be guaranteed.
Bulk, Event, & Specialty Orders
Larger orders, event collections, registries, party suites, and specialty projects may require additional production time. Customers are encouraged to contact us before placing these orders to confirm availability and timeline requirements.
Rush Orders
Rush production may be available on a limited basis and is subject to approval. Additional fees may apply depending on design complexity, quantity, and requested completion date.
Rush orders must be approved and paid in full before production begins.
Delays Beyond Our Control
While we strive to meet every estimated timeline, Townes & Co. is not responsible for delays caused by circumstances outside of our control, including but not limited to supplier shortages, shipping delays, equipment malfunctions, natural disasters, severe weather, labor shortages, or delays caused by incomplete information or late customer approvals.
All production timelines are estimates and are not guaranteed unless otherwise agreed upon in writing.
Design Preview & Approval Policy
For select custom orders, Townes & Co. may provide a digital design preview prior to production.
Customers are responsible for carefully reviewing all spelling, names, monograms, dates, thread colors, design placements, and customization details before approving a proof.
Approval of a design proof serves as confirmation that all details are correct. Once approval has been received and production has begun, changes may no longer be possible.
Minor variations in thread color, fabric texture, scale, and embroidery placement may occur and are considered a natural part of the handcrafted process.
To keep production timelines on schedule, design approvals should be submitted promptly. Delayed approvals may result in delayed completion dates.
Unless otherwise stated, one complimentary proof revision is included. Additional revisions or substantial design changes may be subject to additional fees.
Shipping Policy
Townes & Co. proudly offers nationwide shipping.
All shipped orders include tracking information, which will be emailed once your package has been prepared for shipment.
We understand the importance of the milestones our pieces help celebrate and make every effort to ensure your order arrives in time for your special occasion. However, once an order has been transferred to the shipping carrier, delivery timelines are outside of our control.
Because shipping carriers occasionally experience delays, Townes & Co. cannot guarantee specific delivery dates.
Townes & Co. is not responsible for carrier delays, lost packages, stolen packages, incorrect shipping addresses provided at checkout, or damage that occurs while a package is in transit.
Should a shipment become delayed, lost, or damaged during transit, customers are responsible for contacting the carrier directly and initiating any necessary claims.
For international shipping inquiries, please contact us prior to placing your order.
Local Pickup Policy
Local pickup is available for customers in the Tuscaloosa area.
When your order is ready, you will receive an email containing pickup instructions and location details. Please wait until you receive this notification before arriving for pickup.
Pickup hours are generally available between 7:00 AM and 9:00 PM unless otherwise communicated.
Please inspect your order at pickup. Once an order has been collected, Townes & Co. is no longer responsible for loss or damage.
Return/Refund Policy
Due to the personalized nature of our products, we do not accept returns, exchanges, or cancellations once production has begun.
Every Townes & Co. piece is custom created specifically for the individual customer and cannot be resold.
Please carefully review all names, monograms, dates, sizing selections, thread colors, fonts, and shipping information prior to placing your order. Customers are responsible for ensuring all information submitted is accurate.
If you discover an error in your order, please contact us within twenty-four (24) hours of purchase and we will do our best to accommodate corrections before production begins.
Because monitor settings, lighting conditions, fabrics, and thread materials vary, slight differences between digital images and finished products are normal and are not considered defects.
We are unable to offer refunds or remakes based on personal preference regarding selected fonts, thread colors, monogram arrangements, design styles, or other customer-approved customization choices.
If your order arrives damaged or there is a concern regarding workmanship, please contact us within five (5) days of delivery so we can review the issue.
Customer satisfaction is incredibly important to us, and we will always do our best to address legitimate concerns.
Gift Registry Policy
Townes & Co. is honored to help celebrate life's sweetest occasions through our Baby and Bridal Registry programs.
Registry requests are reviewed individually and are subject to availability based on our current production schedule. Submission of a registry inquiry does not guarantee acceptance or establishment of a registry.
Registry items are custom-made upon purchase unless otherwise specified. As a result, product availability, fabrics, colors, and design options may occasionally change throughout the registry period.
To ensure the highest quality and personalization, certain registry items may require design selections, monogram information, or personalization details from the registrant before production can begin.
Townes & Co. reserves the right to decline registry requests, modify registry offerings, or close registry enrollment during periods of limited availability.
Due to the custom nature of registry items, all registry purchases are subject to our standard Returns, Refunds & Exchanges Policy.
Photography, Marketing & Website Availability
Photography & Marketing
One of the greatest joys of what we do is celebrating the meaningful moments our pieces become a part of.
Unless otherwise requested in writing, Townes & Co. reserves the right to photograph completed orders and use such photographs for marketing, social media, website content, portfolio display, advertising, educational materials, and future promotional purposes.
We will never intentionally share sensitive personal information. If you would prefer your order remain private, please notify us prior to production and we will gladly honor that request.
Website Availability & Limited Openings
As a small studio, Townes & Co. occasionally limits or pauses new orders to ensure each piece receives the care and attention it deserves.
Product availability, ordering windows, turnaround times, and collection offerings may change at any time without notice based on production capacity and scheduling.
The closure of our website to new orders does not impact previously confirmed orders. Existing customers will continue to receive updates and support throughout the completion of their order.
Townes & Co. reserves the right to decline or cancel an order prior to production if order details cannot be accommodated within our current production schedule. In such cases, a full refund will be issued.
Monogram & Personalization Disclaimer
Monograms are a timeless tradition, and we encourage customers to carefully review our Monogram Etiquette Guide prior to placing an order.
Customers are solely responsible for providing accurate initials, names, dates, and personalization details. Townes & Co. is not responsible for errors resulting from incorrect information submitted at checkout.
Traditional, modern, stacked, couples, and specialty monogram styles each follow unique formatting conventions. Unless otherwise requested, monograms will be stitched according to the selected monogram style.
By approving a design preview, customers acknowledge responsibility for all personalization details submitted.
Personal Item Policy
We are truly honored whenever customers entrust us with their personal garments and keepsakes.
To ensure the highest quality results, all customer-supplied items must be approved prior to acceptance. Approval may be completed through detailed photographs or in-person review.
Please note:
• Not all fabrics and materials are suitable for embroidery, and Townes & Co. reserves the right to decline any item.
• Design placement and sizing recommendations may vary based on the structure, size, or material of the item.
• Personal items must be clean, free of stains, and in like-new condition.
• While every precaution is taken, embroidery involves needles, stabilizers, and specialized machinery. As such, customers are required to sign a liability waiver acknowledging the inherent risks associated with embroidery on customer-supplied items.
Townes & Co. is not responsible for damage resulting from pre-existing fabric flaws, garment construction issues, age-related deterioration, or other conditions outside of our control.
Product Care
Our pieces are designed to be enjoyed and treasured for years to come.
For best results:
• Machine wash cold on a gentle cycle.
• Turn garments inside out before washing.
• Use mild detergent only.
• Wash with similar colors.
• Avoid bleach and harsh stain removers.
• Air dry whenever possible or tumble dry on low heat.
• Do not iron directly over embroidery.
• Store items in a clean, dry environment.
Normal softening and slight fading over time is considered natural wear and is not considered a defect.
Intellectual Property
All designs, artwork, embroidery files, monograms, layouts, concepts, baby bundles, party suites, collections, and related creative works developed by Townes & Co. remain the sole intellectual property of Townes & Co.
Unless otherwise agreed to in writing, Townes & Co. reserves the right to reproduce, modify, adapt, display, photograph, market, and resell any original design created by our studio.
Purchase of a custom item does not transfer ownership, copyright, exclusivity, or licensing rights to the customer.
Exclusive design rights may be available on a limited basis through a separate written agreement and additional exclusivity fee.
By placing an order, customers acknowledge and agree to these intellectual property terms.
Don't see your question?
We've got you covered! Click the button below to contact us and we will be in touch as soon as possible!
