Unfortunately, we do not accept cancelations, returns, or exchanges. This is due to the handmade and embroidered nature of each product and as soon as your order is placed, we begin digitizing your design and your chosen garment style, colour, size, etc. is ordered from our supplier. Please note that we complete items on a 'to-order' basis and in sequential order.

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UPDATE PERSONAL INFORMATION

We can update your shipping or personal information as long as your items have not been shipped out yet however, please contact us ASAP if you need adjustments made. If at any point in time while placing your order you encounter a problem, please contact us as we would be so happy to help you! 

 

EXCEPTION: DAMAGED OR ERRORED GOODS

Everything in our store is made to top quality and all handmade products are made with extra love and care. When shipped each item is triple checked for quality just to make our customer happy. However, we understand that nothing in life is perfect, and we hope you do too. If you have a defective product or received a wrong item, please feel free to reach out to us within 14 days of receiving your order and we would be happy to assist you to a solution. All claims may be made to our business email elitestitches2021@gmail.com. If an exchange or refunds approved for damaged/errored goods all damaged/errored items must be returned to EliteStitches within 20 days of placing your original claim as items received after this will be denied.

 

Please note that all returned items must be in original new condition; unworn and unwashed with the tags still attached. Items will be inspected for signs of wear before issuing a refund. Please be aware that even though we are a small business we hold the same refund principles as every other retail store meaning that products must be returned for a clear and honest exchange to take place; damaged or errored products are not free products.  We appreciate your respect towards our small business in regard to our Return Policy as we try to be as fair as possible with all customers. 

 

We will notify you once we have received and inspected your return, and let you know if the refund or exchange was approved or not. If approved, you’ll be automatically refunded on your original payment method, or your new item will be shipped out. Please note it may take some time for your bank or credit card company to process and post the refund on your statement.

 

Shipping Policy

 

PROCESSING TIME
​Processing time for orders with embroidered products such as clothing, hats, etc. is up to 1 weeks and 2 weeks for custom products. We experience a high volume of orders, so our processing time is constantly changing between 1-2 weeks. Please be patient as we try our best to complete all orders in sequence and in a timely manner and check our home page or social media platforms for up-to-date processing times. We thank you so much for all your support and patience towards our small business. Please note that orders with multiple products will ship together and will adopt the longer shipping time. Orders are completed in sequence in the order that payment is received and confirmed. The processing time does not include the shipping time frame. The processing time is the estimated time frame that it will take to make, complete, and prepare your order for shipping. Products may be shipped out sooner than the estimated processing time depending on availability of products and quantity of orders but will never be shipped out later than the estimated time frame. Please note that any changes made on orders that have been approved by our team such as change in product, style, design, etc. can cause further delays in processing time as we work behind the scenes to recreate your items. Changes are subject to approval if original purchased items have not yet been completed. 

​SHIPPING TIME
Canada: Shipping times will range between 2-6 business days.
USA: Shipping times will range between 3-7 business days. 
International: Shipping times will range between 15-25 business days.

 

POSTAL CARRIERS

 

Postal carriers we use for each destination are as follows.
Canada: Canada Post Services​ (2-6 Business Days). 
USA: USPS (3-7 Business Days). 
International: USPS/Canada Post (postal service will depend on what postal office is available in your country to receive packages from Canada) - (15-25 Business Days). 
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All parcels come with tracked shipping. Therefore, please note that you will receive a confirmation shipping email with a tracking number once your order has shipped. This will be sent to your email that was placed at the time of checkout for your order. If you have not received an email or tracking number past the processing time or need to change your contact email, please reach out to us. If you are still within the processing time frame, please rest assured that we are working in sequential order to complete all customer orders and we will have your products shipped out as soon as possible.

 

SHIPPING FEES
We wish with all our heart that we could provide low to free shipping to customers. However, as a small business, we unfortunately do not have the means or luxury to do so like Amazon. 
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Shipping prices are based on weight, size, and product quantity of the order. Please note that the price reflects the benefit that all packages come with a tracking information (tracking number) and all Canadian and USA shipping include liability and postal insurance coverage. Unfortunately, due to being a small business we are unable to lower shipping prices at the moment as they go according to the postal companies’ fees. We have given the lowest rate we possibly can with the most benefits to ensure that your items arrive safe, soundly, and in a timely manner to you.

 

TAX & DUTY FEES & DELAYED DELIVERY
Please note EliteStitches is not responsible for any custom fees, shipping delays due to customs, COVID-19, or natural weather occurrences. We are not responsible for lost or stolen parcels once delivered to the post office and any postal claims should be made directly to the postal office as all packages are provided with tracking information. You will receive a shipping confirmation email with your tracking information as soon as your order is shipped out.  
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Please note if for any reason your item is lost, stolen, or not delivered to the proper location by the postal company it is your responsibility as the customer to contact the postal company and provide them with your tracking number to retrieve further information. Please feel free to contact us via email only if you need any further information to place your claim with the postal company about your missing items, we would be happy to help. Please note that all claims must be made within 30 days of order fulfillment. Claims made after this time will not be further investigated. 
 
INCOMPLETE ADDRESS
All packages are addressed with the exact address entered by customer at checkout so please ensure that your address is correct. EliteStitches will not be held accountable for any parcels that go missing or that are undeliverable due to wrong address placed by the customer at checkout. If you notice your address is incorrect, missing information, or in need of change please contact us within 24 hours of your purchase. If the postal company flags your address at the time of delivery for being incomplete or invalid, we will contact you via email (customer email provided at checkout) and ask for verification of your address. If we do not receive an emailed response within 7 days your charge will be refunded to your original form of payment and we will no longer send your items. 
 
RETURNED OR UNDELIVERABLE PARCEL
If for any reason your package is undeliverable or returned to us by the postal office due to incorrect address placed by the customer during checkout you may contact us, or we will contact you via email to notify you that we have received your package. EliteStitches will not be held responsible for paying shipping fees to resend packages, this will be the customers responsibility in order to create a new shipping label with the updated address information.