The sew-out guarantee
A stitch file is only good if it runs well on the machine. So our guarantee is about the sew-out, not the proof. If a file we digitized puckers, gaps, loses registration, breaks thread repeatedly or leaves text unreadable on the machine and fabric you named in the order, tell us. Send a photo of the sew-out, and our digitizer works out the cause and sends a corrected version at no charge.
If we cannot fix it, we refund that order. We would rather lose the sale than leave you with a file you cannot use.
Unlimited revisions before you approve
Most problems never reach your machine, because you see a proof first. Every order comes with a stitch simulation proof and a PDF worksheet showing the stitch count, size and color sequence. If anything looks wrong, ask for a change. Revisions are free and unlimited until you approve, and you do not pay until you do.
Free minor edits for 30 days
Sometimes you only notice a detail once the file is in use. For 30 days after delivery we make minor edits free, including:
- A thread color change.
- A small text correction, such as a spelling fix or a new phone number in the same space.
- A density tweak for a slightly different fabric.
Resizing by more than about 20% is treated as a new size at $6, because the file has to be rebuilt for the new dimensions rather than scaled. Stitch lengths, underlay and pull compensation all change with size.
Refunds in short
- You pay after the proof, so there is nothing to refund before you approve.
- If we cannot fix a quality problem with a file we digitized, we refund that order.
- We do not refund a change of mind after the files have been downloaded.
- Unused credit packs can be refunded within 30 days of purchase if none of the credit has been used.
The full terms are in our refund policy.
What we need to fix a sew-out problem
A good diagnosis needs the same facts a digitizer would ask for on the shop floor. Send a message on the order, or email support@stitchquill.com, with:
- A clear photo of the sew-out. Close up, in good light, and a photo of the back if you can.
- Machine make and model, and which file format you ran.
- Fabric, the actual garment or material.
- Backing: cutaway, tearaway or another stabilizer, and whether you used a topping.
- Needle size and type.
- Hoop size and type, or cap frame.
With this we can usually tell whether the fix belongs in the file or on the machine. If it belongs in the file, we fix it. If the file is sound and the cause is elsewhere, we tell you what we see and suggest what to check.
What the guarantee does not cover
The guarantee covers the digitizing. It cannot cover things outside the file:
- A wrong size ordered. If the file matches the size in the order, a new size is a new size.
- Fabric not stated. A file built for a pique polo is not built for a towel or a structured cap. If the fabric was not in the order, or the design is sewn on something different, we can make a version for the new fabric, charged as a new order or edit.
- Machine issues. Thread tension, timing, worn needles, lint build-up, loose hooping or missing stabilizer cause many sew-out faults, and no file can correct them.
- Changes after approval. A new design element or a different layout is new work, not a fix.
- Files changed by someone else. Once a file has been edited in other software, we cannot vouch for how it sews.
Why we can offer it
Every file is built by hand for the size, placement and fabric you give us, and you check a proof before you pay. That combination catches most problems early. The guarantee is there for the rest. If you want to see how it works on a real job first, your first design is free, with the same guarantee.
Order with a proof before payment and a sew-out guarantee after it. Start your order