Terms of Service

Last updated: November 2, 2026

These Terms of Service are the agreement between you and Embro Haven when you use embrohaven.shop or buy from us. Embro Haven is located at 2205 Groveland St, Pittsburgh, PA 15234, US, and can be contacted at support@embrohaven.shop. Please read these Terms before you order. By placing an order or using the site, you accept them. Nothing in these Terms takes away rights you have under consumer law that cannot be excluded where you live.

1. Who can use the site

You may browse embrohaven.shop freely. To buy, you must be at least 18 years old, or the age of majority where you live, or be using the site with the involvement of a parent or guardian. You agree to give accurate information when you order, including your email address and a delivery address in one of the countries we serve.

If you create an account, keep your password private. You are responsible for activity on your account, and you should tell us straight away if you think someone else has used it.

2. Our products and how they are shown

Each product page describes the piece, where the embroidery sits (front panel, cuff, left chest, centre chest or sleeve), the sizes and colours available and, for personalised pieces, the fields you can fill in. We work hard to show each piece accurately. Even so:

• colours on screen vary with devices and lighting, so a garment colour can look slightly different in person;
• embroidery is made of thread on fabric, so small variations in stitch texture, exact placement and thread sheen are normal from piece to piece;
• some product images may be placeholders or illustrations while photography is being prepared, and the written description is the reference for what you order;
• the live preview on personalised products is a guide to your text and length, not an exact picture of the finished stitching or lettering size.

If a piece you receive is clearly different from its description, our Returns & Exchanges page explains how we put it right.

3. Personalised orders

Many of our pieces carry text you provide. When you fill in a personalisation field, you confirm that:

• the text is correct — we stitch exactly what you type, including spelling, capitals, spacing and symbols, and no proof is sent before production;
• you have the right to use the text, and it does not include a team name, brand name, trademark, logo reference, character name or someone else’s protected work;
• the text is not hateful, threatening, obscene, defamatory or unlawful.

We may decline or pause any order whose text breaks these rules. If that happens, we email you and, if we cannot agree on a change, cancel the order and refund it in full. Optional personalisation fields that carry an add-on price, such as a sleeve line, are charged only when you fill them in.

4. Prices

Prices are shown in US dollars and include free shipping to the United States, Canada, Australia and New Zealand. Personalisation add-ons, where offered, are shown next to the field and added to the cart line only if used. We do not collect sales tax at checkout. Import duties or charges a destination country may apply on arrival are not included in our prices and are set by that country.

We may change prices at any time, but a change never affects an order you have already placed. If a price is shown in error — for example a clear typing mistake — we will contact you before processing the order and give you the choice to continue at the correct price or cancel with a full refund.

5. Placing an order and when a contract is formed

When you place an order, you make an offer to buy the pieces in your cart. We send an order confirmation email to acknowledge it. The contract between us is formed when we accept your order, which happens when we start preparing it or tell you by email that it has been accepted. We may decline an order — for example if the delivery address is outside the countries we serve, the payment cannot be confirmed, or the personalised text breaks section 3 — and we will refund anything you paid.

Please check your order confirmation carefully. You can change or cancel within 24 hours of placing the order, as described on our Cancel or Change an Order page.

6. Payment

Payment is taken through the payment option shown at checkout, operated by an external payment provider under its own terms. We do not see or store your full card or account details. The options available are described on our Payment Methods page. If a payment fails or is reversed, we may hold or cancel the order.

7. Production and delivery

Orders are embroidered, checked and packed within 1–3 business days, then shipped free from the USA. Delivery to the United States, Canada, Australia and New Zealand usually takes 7–14 business days after shipping. These times are estimates, not guaranteed dates; delays caused by postal services, customs, weather or other events outside our reasonable control are possible. Our Shipping & Delivery page explains what to do if a parcel is late or arrives damaged.

You are responsible for giving a complete and correct delivery address. Ownership of the goods passes to you when we receive full payment. Where the law of your country says that risk of loss passes on delivery, it passes when the parcel is delivered to the address you gave.

8. Changes, cancellations, returns and refunds

You can change or cancel an order within 24 hours of placing it. You can return any piece within 60 days; we provide a free return label, including for change-of-mind returns. Refunds are sent within 7 days of receiving your return, to the original payment method, or as store credit if you prefer. Store credit never expires. The full rules are on our Returns & Exchanges, Refund Policy and Cancel or Change an Order pages, which form part of these Terms.

9. Store credit and promotions

Store credit is issued in US dollars, can be used on any product on the site, never expires, and cannot be exchanged for cash except where the law requires. If we ever run a promotion or publish a discount code, its conditions (amount, eligible items, dates) will be stated with it. A code cannot be applied after an order is placed unless the conditions say so. We do not currently run public promotions.

10. Care of your pieces

Embroidered items last longest when they are washed inside out on a cool, gentle cycle, dried on low or flat, and not ironed directly over the stitches. Hats are best spot cleaned. Care guidance on each product page and in our FAQs is general advice; always follow any care label on the item. Wear and tear from normal use, washing at high temperatures or ironing over embroidery is not a product fault.

11. Content on this site

The text, designs, graphics, logos, product descriptions and page layouts on embrohaven.shop belong to Embro Haven or are used with permission. You may view and print pages for personal use. You may not copy, sell, reproduce our designs or reuse our content commercially without our written permission. Our Intellectual Property Policy explains more, and our DMCA page explains how to report content you believe infringes your copyright.

12. Messages and content you send us

If you send us text, photos or ideas — for example personalised text, a photo of a delivered piece or a suggestion for a new design — you confirm that you have the right to share them. You allow us to use them to handle your order or request. We do not publish customer photos or messages without asking first. Suggestions you send may be used to improve the shop without obligation to you, but we will never present your personal content as ours.

13. Acceptable use

When using the site, please do not:

• break any law or use the site for fraud;
• try to access accounts, data or parts of the site you are not authorised to use;
• introduce malware, overload the site, or scrape it in a way that harms its operation;
• place orders with text designed to infringe someone else’s rights or to harass anyone;
• impersonate another person or business.

We may suspend accounts or refuse orders that break these rules.

14. Our responsibility to you

We are responsible for supplying pieces that match their description and are free from defects in stitching and fabric, within the rules of these Terms and the consumer laws that apply to you. If something goes wrong, our remedies are a replacement, an exchange or a refund as described in our policies.

To the extent permitted by law, we are not liable for losses that were not reasonably foreseeable when the contract was made, for indirect or business losses, or for delays caused by events outside our reasonable control. Our total liability for any order is limited to the amount you paid for that order. Nothing in these Terms limits liability that cannot be limited by law, such as liability for fraud or for death or personal injury caused by negligence.

15. The site “as is”

We aim to keep embrohaven.shop available, accurate and secure, but we do not promise that it will always be uninterrupted or error-free. We may change, suspend or remove parts of the site, products or features at any time. Links to other websites are provided for convenience and we are not responsible for their content.

16. Governing law and resolving problems

These Terms are governed by the laws of the Commonwealth of Pennsylvania, United States, without regard to its conflict-of-law rules. If you are a consumer living outside Pennsylvania, you still keep the protection of any mandatory consumer laws of the place where you live.

If you have a problem, please write to us first at support@embrohaven.shop. We reply within 24 hours on business days and most issues are settled by email. If we cannot resolve a dispute together, it may be brought before the competent courts of Pennsylvania, unless the law of your country gives you the right to bring it before your local courts.

17. Changes to these Terms

We may update these Terms, for example when we connect a new payment option or change how we work. The version shown when you place an order applies to that order. The “Last updated” date at the top of this page shows when the Terms were last changed.

18. Other legal points

• If any part of these Terms is found unenforceable, the rest stays in effect.
• If we do not enforce a right straight away, we can still enforce it later.
• You may not transfer your rights under these Terms to someone else without our agreement; gift recipients can, however, use the return and exchange rights described in our policies.
• These Terms, together with the policies linked on this page and our Privacy Policy, are the whole agreement between you and us about your use of the site and your orders.

19. Contact

Embro Haven · 2205 Groveland St, Pittsburgh, PA 15234, US · support@embrohaven.shop. For quick answers, visit the Help Center or Contact Us.