Frequently Asked Questions

What do I have to do to get set up to buy from you?

Go to www.sugarstitch.com and click the blue CREATE ACCOUNT button. Proceed with filling out the information. On the next page you will enter all your information about your company. Note, a Sale Tax ID number is required along with an uploaded photo of your certificate. After this page is completed, you will proceed with setting up a password. You are done and the approval process has begun when you see the message your account is pending approval. We turn these over very quickly. All we must do is verify the sales tax certificate with the applicable state and you will be approved so you can begin ordering.

Are you in the USA?

Yes, we are. We are in Texas.

How long have you been in business?

We have been in business for over 25 Years.

How can we contact you?

You may call or text 409-250-0726 or email us at Team@sugarstitch.com

Can we design and have you print our design for only us?

Absolutely!! The pricing is set on the quantity and print locations. Please send us a text at 409-250-0726 and we’ll have you a quote the same day.

Do you offer NET30 Terms?

We do with the proper application filled out. With this we will run the process for approval. This, depending on references, could take 1-2 weeks to complete. So if you need to order immediately you may consider paying by credit card on the first order.

What if a damaged shirt arrives?

On occasion a shirt will get through that is damaged. We have a thorough QC process to catch these, but it happens. We ask that you take a picture and email it or text it. This must be done in less than 7 days from the receipt date (according to shipping company) to be replaced

What if the personalization or customization is incorrect?

We will investigate this on a case-by-case basis and see where the mistake was made. If it was us, we would 100% replace any issues. If the issue was you on the order, we will try and make a concession (with a small discount) but we have to cover the expenses to remake and ship.

What printing methods do you use?

We do not distinguish methods by SKU, but we use Direct Screenprinting, Direct to Garment, DTF and Vinyl (This is used typically for personalization only)

What is Direct to Garment printing?

This printing is printed directly on the garment with water base ink. The feel is very soft and typically has a more vintage look. This is only printed on lighter colored shirts, with no white ink.

What is DTF printing?

DTF is the acronym for Direct to Film. We print the designs on a clear coated film and then heat apply it the garment. This allows white ink to be printed on any color shirt.

What is the difference between Soft Chenille and Ideal Chenille?

Soft Chenille has a white felt backing on the chenille. This white felt is softer and less abrasive, hence the name. The ideal Chenille has a gold, more rigid backing.

Are your chenille and sequin letter patches sewn on the garments?

No, they are not. These are heat applied with a very proprietary adhesive. We use automatic heat presses that use air to press at 80-100 psi. With this pressure and adhesive, we rarely have issues with any letters coming off and can be washed normally.

When will my Credit Card be charged, and what company name will show on the charged by?

Typically banks process credit card transactions around midnight, the day the order was placed. The corporate name of Imprint Studios will be the name on the charge.

Where do you ship?

We ship both domestically and internationally.

How long does it take to ship?

Our typical time out the door is 5-10 Working Days, but it depends on the time of the year. We try to release products 3-4 months ahead of the season so there is plenty of time to order, receive and re-order to optimize sales.

Are there any expedited processing options offered?

We do offer Express Expedited Processing. We limit this to three orders a day, so the other orders are not just sitting waiting on these to move ahead. The fee for this is $20.00/ every $100 value of the order. For example, if your order value was $300.00 it would be an additional $60.00 to move your order to the front of the line for processing. Keep in mind, the standard shipping service delivery timeline you chose will still apply.

Do you know how long shipping time in transit would be?

This of course depends on your location. The link in this answer is very handy to determine. Click on the link add your zip code and the day the package will ship, and this gives you a close idea of arrival.

https://www.ups.com/maps/?loc=en_US


We also recommend signing up for UPS My Choice. This is a program where you can tell UPS where to leave your package, see where its at, change the address for delivery and many more options. They even are beginning to take photos showing it has arrived. It’s free to join.

 

https://wwwapps.ups.com/doapp/signupmychoice?loc=en_US

 

Collective Retailer FAQs

 

1. Who can sell your products through Shopify Collective?

Our products are available to eligible Shopify Collective retailers who are connected with us in Collective and approved by us as the supplier.

2. Is there a minimum order quantity (MOQ)?

Minimum order quantities vary by product. Some items may have no MOQ, while others require minimum quantities due to production or customization requirements.

3. What pricing do collective retailers receive?

Approved retailers receive supplier pricing through Shopify Collective price lists. Retail margins vary by product and are determined by the retailer’s retail pricing strategy.

4. How long does production take?

Production timelines depend on the product type:

  • Standard items: typically, 5–10 business days
  • Custom or embellished items: typically, 7–14 business days
    Production begins after the order is received through Shopify Collective.

5. Do you offer drop shipping?

Yes. Orders placed through Shopify Collective are fulfilled by us and shipped directly to the end customer, unless otherwise noted.

6. Can products be customized or branded?

Yes. We offer extensive customization options, including custom products, private designs, and concepts not shown on the website.
All customization requests are handled outside of Shopify Collective and coordinated directly with us via email, chat, or phone.

All artwork must be reviewed and approved by all parties before any printing or production begins.

7. How is shipping handled?

Shipping is handled through Shopify Collective:

  • Shipping rates shown at checkout come from the supplier’s Collective shipping rates
  • The customer pays shipping at checkout in the retailer’s store
  • The retailer pays the supplier for the product cost plus the shipping cost through Shopify Collective
  • Tracking information is provided by the supplier and automatically synced to the retailer’s order

8. What is your return or refund policy?

All Collective orders are final sale.
If an order arrives damaged or incorrect, the issue must be reported within 48 hours of delivery for review.

9. Can we use your product images and descriptions?

Yes. Approved Collective retailers may use provided product images, descriptions, and size charts for selling purposes within their own Shopify stores.

10. Are there selling restrictions?

To protect the Collective:

  • Products may only be sold through approved Shopify stores
  • Unauthorized marketplaces or resale platforms are not permitted
  • Retailers are expected to maintain brand integrity and pricing consistency

11. How do we get approved to sell your products through Shopify Collective?

Retailers do not apply through a separate application. To sell our products, your store must be connected with us in Shopify Collective and approved by us as the supplier.
Connections are established through an invitation or a supplier-enabled signup link.

12. Can customers use discount or coupon codes on Collective products?

Yes. Retailers may offer discount codes on Collective products.

  • Discount codes do not change the supplier cost owed by the retailer
  • Any discounts applied at checkout are absorbed by the retailer’s margin
  • Shipping discounts may be offered depending on the retailer’s Shopify setup

13. How frequently are products updated?

We are constantly updating products throughout the year. When possible, we aim to launch new products 2–3 months ahead of major holiday seasons to help collective retailers plan and sell effectively.

14. Who should we contact for support?

For product, fulfillment, or Collective-related questions, please contact us using the support information provided in your Collective connection.