Contact Us

Last updated: November 2, 2026

Questions about a cap, a name that needs fixing, a hoodie that fits differently than you hoped, or a parcel you are waiting for — we are here to help. Embro Haven support works by email, which means every answer is in writing and easy to find again later. This page tells you how to reach us, what to include so we can help on the first reply, and which page answers the most common questions straight away.

Why email only

Personalised embroidery is all about detail: an initial, a spelling, a thread colour, a size. Written messages keep those details exact. When you write to us, you have a record of what you asked and what we answered, and we can see your whole conversation in one place when you write again. It also means you can contact us at any hour, from any of the four countries we ship to, without waiting on hold across time zones.

Please note that our postal address is a business address for correspondence. It is not a shop or showroom, and returns should only be sent where our return instructions tell you to send them.

What to include in your message

A complete first message usually means a complete first answer. Depending on your question, please include:

• Your order number — it is in your order confirmation email and in My account.
• The email address you used at checkout, if you are writing from a different one.
• The product and option you mean — for example “Custom Initials Dad Cap, Stone”.
• For personalised text: the full text as you want it stitched, including capitals and spaces.
• For a problem with a piece: clear photos of the item and the problem, plus a photo of the label if the size is in question. Photos are deleted 30 days after delivery of the order.
• For a delivery question: the delivery address and when you placed the order.

Please never send card numbers, security codes or passwords by email. We will never ask for them.

Where to find quick answers

Questions before you order

You do not need an order to write to us. We are happy to help you decide, and some of the most useful emails we get come before checkout:

• “Will a five-letter name fit on the beanie cuff?” — yes, up to 10 characters fit, and the live preview shows you how it looks.
• “Which thread colour reads best on a sage hoodie?” — darker threads like Plum or Navy contrast well; we will happily suggest one.
• “I am between M and L for a crewneck.” — we will walk you through comparing it with a sweatshirt you already own.
• “Can you stitch my favourite team’s name?” — no; we do not stitch team names, brand names, logos or characters, but we can suggest a personal alternative, like initials and a year.
• “Will it arrive in Wellington before the 20th?” — tell us the date and we will give you an honest estimate from our shipping times.

After you write

1. Your email reaches our support inbox and joins the queue in the order it arrived.
2. We reply within 24 hours on business days. Messages sent on a weekend or US public holiday are answered on the next business day.
3. If we need something more — a photo, the corrected text, an address — we ask in our reply.
4. When your question is resolved, we confirm what was done: a change made, a label sent, a refund issued.

If you have not heard from us within 24 business hours, please check your spam or promotions folder, then write again; occasionally an email filter catches our replies.

Three example messages

You do not need to write anything formal. These examples show the kind of detail that lets us act on the first reply.

Fixing text

“Subject: Change — order 1042. Hi, I typed ARM on the Custom Initials Dad Cap but it should be AMR. Cap colour Stone and Plum thread are correct. Thanks.” Short, specific, with the full corrected text: we can update the order straight away if it is inside the 24-hour window.

A size exchange

“Subject: Exchange — order 1088. The Botanical Sleeve Hoodie in M is a bit tight across the shoulders. Could I exchange it for L in the same Sage colour?” We reply with your free return label and the steps; your exchange is prepared once the return reaches us.

A problem with a piece

“Subject: Problem — order 1103. The beanie arrived with a pulled thread on the letter V of the name. Photos attached: the whole beanie, a close-up and the shipping label.” Photos make it easy for us to see what happened and offer a replacement, an exchange or a refund.

Taking photos that help

When something is not right, a few good photos save a lot of back and forth:

• Take one photo of the whole piece laid flat in daylight, so we can see the colour and the overall placement.
• Take one close-up of the problem area — the stitching, a mark, a seam — held steady and in focus.
• If the size is in question, photograph the size label and, if you can, the piece flat with a tape measure across the chest.
• If the parcel arrived damaged, photograph the outer packaging and the label before you throw it away.

Attach the photos to your email rather than pasting links to a photo-sharing site, so they stay with your conversation. We use them only for your case and delete them 30 days after delivery of the order.

Making contact easy for everyone

If reading long pages is difficult for you, or you use a screen reader and something on our site does not work as it should, tell us. You are welcome to ask your question in your own words without searching our policies first; we will find the answer and explain it plainly. If a page or product is hard to use with your device, we would like to know so we can fix it.

What we cannot help with by email

To keep everyone safe, there are a few things we do not do through support: we do not take card details or payments by email, we do not change the email address on an order to someone else’s without confirming with the buyer, and we do not share order information with anyone other than the buyer, except for what a gift recipient needs to make a return or exchange.

Time-sensitive requests

Changes and cancellations have a 24-hour window. If you need to fix personalised text, a size or an address, put “Change” or “Cancel” at the start of your subject line and include your order number. Your request counts from the moment it reaches us, so you do not lose the window while you wait for our reply.

Our support hours and holidays

We answer emails on business days, Monday to Friday, and aim to reply within 24 hours. Weekends and US public holidays do not count toward the 24 hours, so a message sent on a Saturday morning is answered by the end of Monday at the latest. Around busy gift seasons we keep the same reply time; if that ever changes, we will say so at the top of our website before it affects you.

Customers in Australia and New Zealand often write during their evening, which is our night. That is fine: your message is waiting for us when the business day starts, and anything time-sensitive, like a 24-hour change request, counts from when your email arrived, not from when we read it.

Feedback and ideas

Tell us what you like and what we could do better: a design you would love to see on a cap, a colour missing from a hoodie, a page that was confusing. We read every message. We do not publish customer feedback without permission, and we never invent reviews, so the best way to help other shoppers is simply to tell us honestly how your order went.

Gifts and recipients

If you received an Embro Haven piece as a gift, you can write to us too. Ask the person who ordered it for the order number, or tell us their name and email address so we can find the order. Exchanges can be sent directly to you at your own address in one of our four countries; refunds go back to the person who paid unless they agree to store credit in your name.

Group orders

Planning several personalised pieces — caps for a family trip, hoodies for a group of friends? Write to us before ordering with the number of pieces, the products and your date. We will confirm timing and help you check the spelling of every name, so the whole set arrives right. A simple list in the email — product, size, colour and text for each person — is the easiest format for both of us to check.

Copyright, trademarks and privacy

Rights holders can reach us at the same address. For copyright concerns, please follow the steps on our DMCA page; for trademarks and other rights, see our Intellectual Property Policy. To ask what personal information we hold about you, or to have it corrected or deleted, see our Privacy Policy and email us from the address on your orders.

About our business

Embro Haven is an online shop for embroidered caps, beanies, bucket hats, hoodies, crewnecks, tees and totes. We ship from the USA to the United States, Canada, Australia and New Zealand. Our business address is 2205 Groveland St, Pittsburgh, PA 15234, US, and our support email is support@embrohaven.shop. Learn more on our About Us page.