In the menu bar at the top of the page, navigate to the “FIND YOUR STORE” button. 

Type in the name of the store or team that you are looking for in the search bar.

All active stores matching that name will populate below the search bar.

If you are still unable to locate your store using the search function, please contact customer service and they will be more than happy to help you!

Our customer service team will take care of any order-based questions you or your customers may have. This team can be reached the following ways:

Email: Click Here

Telephone: 248-391-0088  Monday - Friday 8:30 am- 5:30 pm (EST)

If you believe that you have received the wrong items in your order, please contact us via one of the methods below and we'd be happy to work with you to correct this. In your message, please be sure to include your name, a photo of the item and order number so we can pull up the correct information to begin the review process.

The more information you give us, the easier we will be able to research the situation and help you find a solution.

Not to worry! This is something that we can easily correct for you!

Please contact us via any of our communication options and we'll be happy to help you!

All valid and current Custom Threads coupons will be provided via email to you, from us or posted in a banner at the top of our site.

Once your order has been processed you will be presented with a "ORDER CONFIRMED" screen. This is confirmation that your order has been placed. Your order number and conformation number will populate when you place an actual order. You will also receive an email confirmation that you should review for accuracy as it will provide you with all specific order details.

Please be sure to check your spam or junk mail folders as we do see our messages end up there depending on your email provider. If you did not receive and order confirmation after placing your order, please reach out to our customer service department.

Now that stores are open 24/7/365 we have also changed the way we process orders.

Once you place your order it will go into processing immediately and shipped from our facility. The estimated ship date will be listed in your store, under the product description. As soon as your order leaves our facility, you'll receive an email with your tracking information.

Cancellation of decorated items are allowed up until the order reaches the production floor. Once an order has reached production, cancellations are not allowed as the product has already been decorated. To determine if your order is eligible for an adjustment please contact a member of customer service immediately. 

Sometimes we experience delays in items arriving to us from our vendors. To make sure that your entire order isn’t held up, we may split your order into 2 shipments. After the remainder of your items complete production  and the package leaves us, you will receive an email from us, with your tracking information so you can follow along.

Additionally, items may be folded together in the package so please be sure to unfold and check all items in the package as it may be included in the original shipment.

Don't hesitate to contact customer service so that we can research what may have happened to your item! Please have your order number ready so we can more quickly assist you.

If you think you have a problem with your logo, please contact our support team.

Please include a photo of the item and your order number with your email so we can see a visual of the product in question. We will document your concerns and research the situation with our art and production team. Once our research is complete we will get back to you within 24-48 hours with what was found and a possible solution.

Site wide promotions will be displayed at the top of the store page in a banner so be sure to check the storefront!

Coupon codes are case sensitive, please ensure that you are entering the code exactly as provided. If you are copying and pasting the code, please be sure there are no spaces before or after the code.

All coupons have an expiration date, please ensure that your code is not expired.

Valid coupon codes are only provided by Custom Threads.  If your coupon code was received from an unaffiliated website it is not valid.

All items are made to order. For that reason, items that have been decorated with a logo, name or number are not eligible for a return or exchange unless it is determined that your order is not 100% free from defect in material and/or decoration.

Standard Item Returns
Non-decorated items in new condition can be returned for an exchange or refund. All returns or exchanges on non-decorated items must be made within 30 days of receipt. To confirm if your order is eligible for a return or exchange, please contact our Custom Service Team with your order number handy.

Damages and Issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

After confirming that your order is eligible for a return/exchange, please contact our Customer Service Team  and they can send you a prepaid label to return the order to us via UPS/USPS. Upon receipt, we will review your ticket and handle the return/exchange as outlined above, or as discussed with our Customer Service Team.

Any decorated item(s) returned without prior approval will not be accepted.

The item(s) will be donated to a charity of our choice and a refund will not be credited to your account.

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery.

We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.

We will ship to PO Boxes via USPS. However, expedited shipping is not available to a PO Box. Other carrier options are available and we reserve the right to change carriers at any time.

Standard Shipping is $7.95, with an estimated delivery of 3-5 business days after leaving our warehouse.

Once you place your order it will go into processing immediately and shipped from our facility. The estimated ship date will be listed in your store, under the product description. As soon as your order leaves our facility, you'll receive an email with your tracking information.

Yes! Once your order is picked up at our warehouse, you will receive a shipment tracking update email with the estimated delivery date and tracking number. If you believe your order should have shipped but you did not receive the email, please contact a member of customer service who will provide you with the tracking information.

If Store Pickup was selected, you will be notified by phone or email, once your order is ready for pickup.

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim. We will assist you in working with the carrier to complete the claims process. Please note: claims can take up to 30 days to complete (depending on the shipping carrier).

Custom Threads does not hold or accept responsibility for packages that have been reported as delivered by the carrier.

We do not issue refunds or credits for packages that the carrier confirms as being delivered.

Size charts are available on the product page for the individual items in each store. The measurements provided in the size chart come directly from the vendor. If a size chart is not available for a particular item, please contact a member of customer service who will provide you with the necessary size information.

We work with our vendors to only offer you products that are currently in stock and available for immediate purchase.  When you see a particular size missing, that size/color combo is currently out of stock. Once the item restocks - it will automatically populate in the store for purchase. 

If you have a questions about a particular item, please feel free to chat in with the full item name and/or number and one of our store specialists can check for a future restock date for you!