FAQ & Policies

Thank you for placing an order with Paddock Threads LLC / Paddock Threads Creative Studio! I'm just a one person operation, who creates the embroidered linens and apparel seen here.  I love creating new designs for my clients, but some items will require proofs and many changes.  In order to make it worth my time, new designs and custom listings will have a surcharge added. I thank you for understanding! 

By placing an order with me, you are agreeing to the following store policies

 

Non-Personalized Returns:

Non-personalized items may be returned within 14 days of purchase with the original receipt for refund minus shipping in original payment method and a 10% restocking fee. We reserve the right to refuse a refund if the items have any sign of wear, alteration, misuse or damage. Items returned to us with damages will be shipped back to you and are subject to additional shipping cost. Returns will be processed upon receiving merchandise in-hand and the credit will processed in 3-5 business days upon receipt. We do not offer free returns at this time. Please note that shipping and handling charges are not refundable. The cost of the return shipping will be deducted from your refund or store credit. Return shipping costs are not reimbursed by Paddock Threads Creative Studio.

Personalized Returns:

We do not accept returns for personalized items. If you have received something and are not satisfied with it, please Contact Us that we may help you.  We want you to be extremely satisfied with your embroidered linens, clothing and accessories. All Stable + Team wear along with Woolly Threads items are considered as a customized product and is thus non-returnable.  Please choose sizes carefully.  Please take care in providing personalization or monogramming details.

Damages:

We are sorry to hear that your package arrived damaged in transit. For any orders received damaged, please note these claims have to be received within 7 business days of delivery or cannot be returned. Please email photographic proof of damage to both the product and the box with the stamp/label pictured within 7 business days or it will not be accepted. We will follow-up with more information after damaged photos are sent. DO NOT DISCARD OR RETURN ANY PRODUCTS UNLESS INSTRUCTED TO DO SO.

My product isn't "perfect" to my standards:

Most of our embroidered items are on hand-crafted linens. For that reason, slight imperfections are expected in handcrafted items. Should you have any concerns, please contact us and we will do our best to resolve the issue, with this disclaimer in mind.

Color Disclaimer:

Please note that due to a variety of monitor settings, the color swatches shown and proofs provided, as seen on your monitor or phone, may slightly vary from the actual embroidered thread colors. 

 

Processing Times

Orders typically ship from our facility in Aledo, TX within 4-8 business days. Your patience is appreciated as we custom design and produce every product just for you. Production times are estimated with the understanding orders are submitted with all necessary information. If there is any follow-up needed, this will delay production in order to ensure 100% accuracy in order details.

 

Some items are special order, especially apparel, and require additional time.  Nationally, we are experiencing supply change shortages and shipping delays due to COVID-19.  In the event of a shortage, you will receive written communication noting the backorder information.  At times we are able to provide an alternative solution.  You will have the option to: (1) wait on the backordered item; (2) accept the alternative; or (3) receive a refund.  

Shipping Confirmation:

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. Please allow 12-24 business hours for the postal service to process the package, as it must be scanned at the location of departure before you are able to follow the shipment.

*Expect delays in production during holidays*

Overnight shipping

​Selecting "Overnight Shipping" does not mean your item ships immediately.  It is just the level of service requested after the processing time. All items are made to order and require processing time. If you wish an item to have "RUSH" processing, please Contact Us to make this request. We will do our best to accommodate your request.  Some requests will incur additional fees.  Some requests cannot be honored. 

Incorrect Address/Returned Mail

​Please be sure that your shipping address is correct when placing your order.   If your package is returned due to an incorrect address, you will have to pay the shipping fee to have it sent back out. Orders that are lost due to an incorrect address will not be replaced or refunded.  

 

Lost or Stolen Packages

Paddock Threads LLC / Paddock Threads Creative Studio is not responsible for any lost or stolen USPS, UPS or FEDEX packages. Once the tracking information is updated by USPS, UPS or FEDEX, our shop is no longer responsible for the item. We are not financially responsible for replacement products or refunds for claims of non-delivery if tracking shows it was delivered.  However, your satisfaction is absolutely our priority.  

1. Wait a few days since majority of cases the package will arrive a few days later.
2. Check with neighbors.
3. Check with family members living in your home.
4. Ask the delivery person where he/she left the package.
5. Call your local delivery office to see if it is sitting there or on the truck.

All lost / stolen package claims must be handled with them directly at the links below:

Missing Mail and Lost Packages | USPS
File a Claim | USPS
File a Claim | FedEx

Claims | UPS Support - United States

Payments

We accept PayPal, Visa and MasterCard.