Shipping & Returns

  • Once an order is placed, we are unable to cancel the order. All orders are custom made per your order, garments are not stock, off the shelf items, and therefore we do not offer exchanges or returns on any order. All sales are final.   
  • Processing time for orders can range from 5-10 business days from the time your order is received until the time it ships. Because we sell a wide variety of garments, it is not possible to stock every item; therefore, some items need to be ordered from our distributor, from whom we order twice weekly.
  • Please be assured that we will do everything possible to ship your order as soon as possible, you will be notified should any issues arise. We do not rush shipments or put orders in front of another customer, all orders are processed in the order they are received.
  • When your order ships you will receive a notification and Tracking Number, please ensure the email address you use is valid and checked regularly. Also please ensure that the shipping address you provide is the correct address since we are not able to ship to a different address.
  • Once your order is handed over to the Postal Service (verified by Tracking Info) it is out of our hands and the responsibility of the Postal Service.
  • Jena1 Embroidery is not responsible or liable for the actions of the Postal Service, including but not limited to: Damaged that occurs during shipping, Lost orders, Late Orders, Incorrectly Delivered Orders, or Stolen Orders.
  • Any problems concerning late or lost delivery would need to be addressed with the Postal Service and not Jena1 Embroidery. Please contact your local Post Office with your Tracking Information.
  • Should you order arrive damaged, you would need to take the item and package to your local Post Office and file a claim for the damage.
  • If your order is returned to us by the Postal Service due to “Incorrect Address Provided By The Customer”, “No Such Number”, “Unable To Forward”, “Incomplete Address”, or other related issues that is no fault of Jena1 Embroidery, there will be an additional shipping charge to re-ship the order.
  • Should your order not arrive you should check the tracking number, if there is a problem you would need to contact the USPS with your tracking information.

 

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