Shipping & Delivery

Last updated: November 2, 2026

This page explains how an Embro Haven order travels from the product page to your door: how long we take to stitch and prepare it, where we deliver, what delivery costs, how long the trip usually takes and what to do if something seems off along the way. It applies to every order placed on embrohaven.shop, whether you bought a single cap or a stack of hoodies for a whole family.

1. What happens before your order ships

Every piece we sell is embroidered for the order it belongs to. When you place an order, the design you chose — and, on personalised pieces, the exact text you typed into the fields on the product page — goes into our production queue. The garment or hat is stitched, the thread ends are trimmed, and the item is folded and packed. This preparation stage takes 1–3 business days from the moment your order is confirmed.

Business days are Monday to Friday, not counting public holidays in the United States. An order placed on a Saturday evening therefore starts its 1–3 business days on Monday. During busy gift seasons we still work to the same 1–3 business day window; if anything ever stops us from meeting it, we email you before the window ends rather than leaving you to wonder.

You will receive an order confirmation email as soon as your order is placed. Keep it: it contains your order number, which is the quickest way for us to find your order if you write to us.

Why personalised pieces take the same time

People often ask whether initials or a name on a beanie cuff add extra days. They do not. Your text travels with the order automatically, so a custom initials cap and a ready-designed wildflower cap enter the same 1–3 business day window. What can slow a personalised order down is a question from us: if the text you typed contains something we cannot stitch (for example a team name or a brand name), we email you and wait for your reply before we start.

2. Where we deliver and what it costs

We deliver to four countries. Shipping is free to all of them, on every order, with no minimum basket and no coupon. The cost you see at checkout for these countries is $0.00.

The “typical total” column simply adds the preparation time to the time in transit. These are estimates, not guaranteed delivery dates. Most orders arrive inside the range; a small number take longer because of weather, holiday volumes or local postal delays, which is why we suggest ordering gifts with a little room to spare.

If your address is outside these four countries, checkout will not offer a shipping option and the order cannot be completed. We would rather tell you clearly than accept an order we cannot deliver. If you would like us to tell you when we add a new destination, email us and we will keep a note of your request.

3. Planning around a date

Most embroidered pieces we sell are gifts or keepsakes, so dates matter. A simple way to plan is to count backwards from the day you need the parcel:

1. Start from the day you want it in hand.
2. Take away 14 business days for the trip (the top of our transit range).
3. Take away 3 business days for preparation.
4. Add a few spare days if the date falls near a public holiday.

For example, if a friend in Calgary has a birthday on a Friday and you want the custom name beanie to arrive before it, ordering about four calendar weeks ahead keeps you comfortable. If the date is closer than that, write to us before you order and we will tell you honestly whether the timing is realistic. We will not promise a date we cannot control.

4. Sending a gift straight to someone else

You can enter any delivery address in our four countries at checkout, even if it is different from your billing address. Many customers send a cap or a hoodie straight to a friend in Auckland or a sibling in Brisbane. A few tips make gift deliveries smoother:

• Use the recipient’s full name exactly as it appears on their mailbox or building directory.
• Add apartment, unit or suite numbers on the second address line.
• If the parcel is a gift, mention it in the order notes; if you have a question about what goes inside the parcel, ask us before you order and we will answer in writing.
• If the recipient needs to return or exchange the item, they can contact us with your order number; refunds go back to the person who paid.

5. Following your parcel

When your order leaves us, we update its status in your account and send you an email. If delivery tracking is available for your parcel, the email includes the details you need to follow it. Our Order Tracking page lets you check your order status with your order number and billing email at any time, without creating an account.

Please allow a little time after the shipping email before expecting movement: parcels often show their first update a day or two after they leave us. If you have questions about what a particular status means, the Order Tracking page explains each one.

6. Check your address before you pay

The most common reason a parcel goes astray is an address detail: a missing apartment number, a swapped digit in a ZIP or postal code, or an old address saved in a browser. Please read your address once more on the checkout page. If you notice a mistake after ordering, write to us straight away. Within 24 hours of placing your order we can update the address, or any other detail, at no cost; see Cancel or Change an Order for how to ask.

After 24 hours your order may already be stitched or packed. Write to us anyway: if the parcel has not been handed over yet, we will do what we can. Once it is on its way, we cannot redirect it ourselves, but we will help you work out the best next step.

7. Orders with several items

When you order several pieces together — say, a dad cap, a hoodie and a tote — we aim to send them together. Occasionally items in one order are prepared at slightly different times and travel in more than one parcel. You never pay anything extra if that happens, and your shipping email tells you what is in each parcel. If one parcel arrives before the other, please give the second one the full transit range before you contact us.

8. If a parcel is late, missing or shows no movement

Most late parcels are simply slow, not lost. If your order is outside the typical total in the table above, or the status has not changed for a long time, please email support@embrohaven.shop with your order number and delivery address. We check the order, look into where the parcel is and tell you what we found and what we will do next. Exact waiting periods and the remedy for a parcel that never turns up are decided case by case at the moment; we will always explain the options to you in writing and you will not be left without an answer.

If the status says delivered but you cannot find the parcel, please check around the entrance, with neighbours, with your building reception or mailroom, and at the local post office. Then write to us, and we will help.

9. If your item arrives damaged or not as ordered

Embroidery is sturdy, but parcels sometimes have a rough trip, and mistakes can happen. If a piece arrives damaged, stitched with text that is different from what you typed, in the wrong size or colour, or with a fault such as a loose stitch area, please email us with your order number and clear photos of the item and the problem. Photos you send for a claim are deleted 30 days after delivery of the order, as our Privacy Policy explains. We review every case individually and reply within 24 hours on business days with the next step. Our Returns & Exchanges page covers returns, and the Refund Policy covers how money comes back to you.

When the parcel arrives

Open the parcel soon after it arrives and look the piece over while the delivery is fresh in your mind: check the size label, the garment colour and, on personalised pieces, every letter of the text. Folding can leave a soft crease across a hoodie or crewneck; it relaxes after a wash or a few hours on a hanger. If anything is not as you ordered, write to us with your order number and a photo, and we will take it from there.

10. Import duties and local charges

All prices on embrohaven.shop are in US dollars. Orders ship from the USA, so parcels going to Canada, Australia or New Zealand cross a border. Whether any import duties, taxes or handling fees are charged on arrival depends on the rules of the destination country and the value of the parcel; these charges are set by the destination country, not by us, and are not included in our prices or in the free shipping. If you are unsure whether a charge might apply to your order, your local customs or postal service can tell you. We do not collect sales tax at checkout.

11. Holidays, weather and events outside our control

Public holidays, severe weather, strikes and peak seasons can slow parcels anywhere along the route. When we know of something that will affect many orders, we say so in our emails. Our 1–3 business day preparation window stays the same; the time in transit is the part that can stretch. If timing is critical, please contact us before ordering so we can give you an honest view.

12. Questions about delivery

We are an email-only support team, which means every question gets a written answer you can refer back to. Email support@embrohaven.shop or use the Submit a Ticket page, include your order number, and we will reply within 24 hours on business days. For quick answers, the Help Center and our FAQs cover the questions we hear most.

Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US · support@embrohaven.shop