🚚 FREE Standard Shipping on Orders $59+


FAQs

QUESTIONS BEFORE YOU PLACE YOUR ORDER

How much does shipping cost?

Standard shipping is $5.99. Free shipping on orders $59+! USA delivery takes 5-7 business days.


Where do we deliver?

We ship to the USA (5-7 business days) and worldwide (10-17 business days). All products are shipped from the United States.


Can the order be delivered to multiple addresses?

We do not accept shipping to multiple addresses for a single order. Please place separate orders if you want products delivered to different addresses.

Do you offer delivery to PO boxes or Military APO/ FPO addresses?

Yes, we deliver to PO boxes and Military APO/FPO addresses within the United States. Please allow additional 3-5 business days for delivery to these addresses.


Is express shipping available?

Currently, we do not offer express shipping. All orders are processed within 1-3 business days and shipped via standard delivery (5-7 days USA, 10-17 days worldwide). Since each item is custom embroidered, we need time to ensure the highest quality.


Can I apply a promotion code after my purchase is complete?

Unfortunately, promo codes cannot be applied after checkout is completed. Please make sure to enter your code before placing the order. If you forgot, contact us at support@lemembroidery.com and we will do our best to help.


How do i use a promo code on checkout?

On the checkout page, you will see a field labeled "Discount code" on the right side. Enter your code there and click "Apply". The discount will be reflected in your order total immediately.


Can I use 2 promo codes at the same time?

No, only one promo code can be applied per order. However, our volume discounts (Buy 2 Get 10% Off, Buy 3 Get 15% Off, Buy 5 Get 20% Off) are applied automatically and can stack with free shipping on orders $59+.


Can I place an order over the phone?

We currently only accept orders through our website. This ensures your custom text, photo upload, and product options are captured accurately. If you need help placing an order, email us at support@lemembroidery.com and we will guide you through the process.


What type of payments do you accept?

We accept all major credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are securely processed and encrypted.


QUESTIONS ABOUT ORDER STATUS AND DELIVERY

How can I track my package?

Once your order has been shipped, you will receive an email with a tracking number. Click the tracking link in the email or visit our Order Tracking page to check your delivery status in real time.

What should I do if my tracking number doesn't work?

Tracking numbers can take 24-48 hours to activate after shipping. If it still doesn't work after 2 days, please contact us at support@lemembroidery.com with your order number and we will look into it right away.

What should I do if a package is missing?

If your package hasn't arrived within the expected delivery time (7 days USA, 17 days worldwide), please contact us immediately. We will investigate with the carrier and either reship your order or issue a full refund.

How long do refunds and replacements take?

Refunds are processed within 5-7 business days after approval and will appear on your original payment method. Replacements are produced and shipped within 3-5 business days. Contact us at support@lemembroidery.com to start a request.

When there are unknown charges, what should I do?

If you see an unfamiliar charge, it may appear as "LEMEMBROIDERY" or "SHOPBASE" on your bank statement. If you still don't recognize the charge, please contact us at support@lemembroidery.com with your bank statement details and we will help resolve it immediately.

MODIFYING OR CHANGING AN ORDER

How can I edit/cancel my order?

You can edit or cancel your order within 12 hours of placing it. Please contact us at support@lemembroidery.com with your order number. After 12 hours, production may have already started and changes cannot be guaranteed.


Is there a cancellation fee available?

Orders canceled within 12 hours receive a full refund with no fee. If production has already started, a 30% design fee may apply to cover the embroidery work already completed.

How can I exchange my items?

We accept exchanges only if the item is damaged or has a manufacturing defect. Please contact us within 7 days of receiving your order with photos of the issue. We will send a replacement at no extra cost.

PAYMENT

When will my card be charged?

Your card will be charged immediately when you place your order. The charge may appear as "LEMEMBROIDERY" or "SHOPBASE" on your bank statement.


Why my payment isn't accepted?

This can happen for several reasons: insufficient funds, incorrect card details, or your bank blocking the transaction. Please try a different payment method or contact your bank to authorize the purchase. You can also try using PayPal as an alternative.

OTHER

What if I find something suspicious regarding my purchase?

If you notice anything unusual about your order or receive a suspicious email claiming to be from us, please contact us directly at support@lemembroidery.com. We will never ask for your password or full credit card number via email.


How secure is my personal information?

Your privacy and security are our top priority. All transactions are protected with SSL encryption. We never store your full credit card details and we never share your personal information with third parties. Please see our Privacy Policy for more details.

What is the process for quality assurance?

Every embroidered item goes through a multi-step quality check before shipping. We verify the embroidery accuracy, thread colors, fabric quality, and overall stitching. If any item doesn't meet our standards, we redo it before sending it to you.