What artwork formats do you accept?
Silk Screening: For high quality screening the best files to use are vectorized. Other files such as .jpg, .df, .doc, .tiff, .png and .bmp may need to be redone to print, incurring an art fee.
Embroidery: Files are .emb or .dst
What forms of payment do you acept?
Cash, credit cards. Checks only by companies with credit approval.
Can I use any font I want with my artwork?
Yes. However, if it is not a font we have there will be a digitizing fee. This fee depends on the size of the design.
What is the typical turnaround time?
Embroidery: 7-10 business days once we have all the garments, artwork, and deposit.
Silk screening: 14-21 business days once we have all the garments, artwork, and deposit.
Promotional items: Depends on the supplier. It is always good to allow 14-21 business days once the deposit is received and proof approved. Some offer faster turnaround times – some may charge a rush fee.
*turnaround times can vary during peak/holidays
Can I specify PMS colors?
Silk Screen Ink: Most of the time we can match your PMS color. If we are not able to match, we will do our best to come close. Due to the differences in material, the actual finished product color may vary slightly from a given Pantone.
Embroidery: PMS and Threads do not have an equivalent match. However, we will do our best with our hundreds of thread colors to match the PMS color.
Vinyl: We will do our best to match the PMS color.
Do you offer product samples?
We can order in samples. There is a 25% restocking fee for items that are not used, this is the fee we are charged from the suppliers. There are a few suppliers that do not permit us to return samples. We would provide you with this information when asked.
Do you require a minimum quantity to place an order?
Embroidery: No minimum
Silk Screening: 12-piece minimum order. For those wanting silk screen with fewer than 12 pieces. We may be able to do the job in vinyl. This depends on the logo, locations, and colors in the design.
Vinyl: No minimum. The quantity depends on the design/colors/locations.
Do you offer a discount for high-volume orders?
Yes. Embroidery: We price by the stitch count and quantity of items.
Silk Screening: We price by the colors/locations/quantity.
Viny: We price by colors/locations/quantity.
What is your return policy?
Because items are customized for the customer and approved by the customer prior to embellishment, we do not offer refunds or replacements.
Do you charge sales tax?
Yes. 7%, but not on clothing. If exempt, we require the tax-exempt form at the time of ordering.
What is the best way to reach you with questions about an order?
Call 412.464.1063, or email info@waterfrontembroidery.com.
What is your cancelation policy?
1 business day: If we have ordered the items in there will be a 25% restocking fee if we are permitted to return items to the supplier. Some suppliers do not accept returns. We will deduct the 25% restocking fee (if applicable) from the deposit.
How fast will I get my order?
See above for typical turnaround time information. If you would like your items sooner than the turnaround time, ask about our rush fee.
Do you offer discount codes?
Check our website for monthly deals.
What methods do you use for shipping?
UPS: Once the order is completed, we will advise the customer of the shipping cost. Shipping costs will be collected prior to shipping.
Do you ship worldwide?
Never have. But could if asked.
Can customers supply their own garments?
Embroidery only. Customers must sign a waiver stating that Waterfront Embroidery is not responsible for any damages incurred by the embroidery machines and is not responsible for replacing the garment. This does not happen often; however, it does happen. If the customer purchases the items through Waterfront Embroidery and the machine damages the item, we will replace the item at no additional cost.
Printing locations?
Silk screening: Typical locations include Left Chest, Full Front, Full Back, Sleeve, Back of Neck.
Embroidery: Typical locations include Left Chest, Full Front, Full Back, Sleeve, Leg, Back of Neck, Hat fronts/side/back. *Some items may have embroidery/screening restrictions.
*Not all garments are able to be embroidered or screened.
Do you require full payment when ordering?
To process an order, we require a 50% deposit. The balance is due at pick-up.
How can I receive a quote/pricing?
Embroidery: Send us the design, item/garment, quantities, sizes (if applicable). We will provide you a quote and a computer-generated image of your design. Please allow 1-2 business days.
Silk Screening/Vinyl/DTG: Send us the design, item/garment, quantities, sizes (if applicable). We need to know how many colors and what locations the design(s) require. This information is needed to provide you with a quote. We will not provide mockups of the design on the garments without an order. Once an order is placed (with a deposit), prior to the due date, we will send out proofs for approval.
Promotional: We need to know the product number, color, quantities, and design. The proof will be provided by the supplier. A 50% deposit is required.

Still have questions? Please contact our store at 412.464.1063 to speak to a representative with your questions, to place an order, or request a custom quote with our online quote form.