FAQs & Policies
Thank you for your interest in Townes & Co. Stitching and Design.
View frequently ask questions, or our shop policies below!
Frequently Asked Questions
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What is your turnaround time?
Our current turnaround time is 3-4 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.
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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!
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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 here.
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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.
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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 5-10 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!
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Do you offer shipping?
Yes, we offer multiple different shipping options. You can view our shipping policy below!
View Shipping Policy
Shipping Policy
Townes & Co. offers nationwide shipping!
Due to the nature of the postal system-we cannot guarantee a delivery date. We make every effort to ensure packages arrive prior to the due date when handing over to a carrier.
If the estimated arrival date changes after it is handed over to the carrier system-that is out of our control.
We understand how important the milestones are that we are creating pieces for and make every effort to ensure it arrives on time. However we cannot control extenuating circumstances once the package leaves our office.
All orders will be shipped with a tracking number that will be emailed once your order is shipped.
Local pickup is available to those local to Tuscaloosa, AL. When checking out please select local pickup. When your order is ready for pickup you will be notified with further instructions.
Pickup hours are 7 AM - 9 PM daily, unless communicated otherwise.
Click here for inquiries regarding international shipping.
Return/Refund Policy
Due to the custom nature of our products, we do not accept returns or exchanges. Each order is custom and can not be exchanged, refunded, or returned.
Please inspect your order upon reception and contact us here if the item is damaged within 5 days of receiving your order.
Please carefully review all customization options and sizing recommendations before placing an order.
You can always contact us with any concerns or questions here.
Our clients satisfaction is of the utmost importance to us!
Payment Policy
Townes & Co. proudly accepts Shopify approved payments, including ShopPay, PayPal, Apple Pay, VISA/MC.
Due to the custom nature of these goods, and time spent designing and embroidering, payment is due at the time the order is placed.
Personal Item Policy
We are truly grateful for the trust that you place in us to embroider your personal items!
To ensure the best quality and customer satisfaction, we require all personal items to meet the following criteria:
- Customers must submit items for approval before any work begins. This can be done by providing detailed photographs of the item. Not all materials are suitable for embroidery and we reserve the right to decline items at our discretion.
- Some designs or placements may not be feasible due to the item’s size, structure, or material. We will provide design recommendations based on the item’s characteristics.
- Personal items must be clean, free of stains, and in like new condition. We reserve the right to decline items at our discretion.
- While we take the utmost care in handling personal items, embroidery involves the use of needles and machines, which carry inherent risks of damage. Customers must sign a liability waiver acknowledging these risks before we begin work on personal items.
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