When you upload graphic files, logos, or typography designs to our website for laser engraving services, we collect and store these files solely to fulfill your production order.

• Data Security: Your uploaded design files are stored securely and are only accessible by authorized production staff.
• Ownership Rights: You retain 100% ownership and copyrights to all intellectual property and artwork submitted to us. We will never sell, distribute, or repurpose your designs for third-party use.
• Marketing Consent: We will never feature photos of your finished custom products on our website or social media channels without obtaining your explicit written consent first.

Hill Country Embroidery acknowledges that during the course of providing laser engraving services, the Client may disclose proprietary graphics, unreleased corporate logos, schematics, or intellectual property (collectively, “Proprietary Designs”).

• Non-Disclosure: [Your Business Name] agrees to hold all Proprietary Designs in strict confidence. We will not disclose, copy, or distribute these assets to any third party without explicit written consent from the Client.
• Restricted Access: Access to the Client’s digital files and physical prototypes will be strictly limited to workshop staff directly involved in the production process.
• Asset Destruction: Upon successful completion and delivery of the production run, Hill Country Embroidery will, upon written request by the Client, permanently delete all digital design vectors and files from our local workshop drives, except for a single archived production record preserved under secure encryption.

Before our industrial embroidery machines can stitch your design, your digital image must undergo a specialized technical process called “digitizing.” This converts your artwork into a map of vector commands that controls stitch paths, densities, and thread stops.

• Stitch-Ready Formats: If you supply production-ready vector files in native industrial .DST or .EMB formats, your setup fee is completely waived.
• Standard Image Formats: If you provide standard image files (such as .JPG, .PNG, .SVG, or .AI), a one-time digitizing fee of $[0.00] will be applied to your initial invoice to cover the professional file conversion.
• Lifetime File Archiving: Once your logo is digitized, we archive it securely in our system forever. You will never be charged a digitizing fee again for any future repeat orders using that exact design.

We use premium, high-sheen polyester embroidery threads available in hundreds of vibrant shades. While we always aim for absolute perfection, computer screens display colors differently than physical thread looks in person.

• Standard Matching: Our team will manually match your artwork files to the closest available stock thread color in our inventory at no extra charge.
• Pantone (PMS) Conversion: If your company has strict branding rules, please provide your official Pantone color codes. We will use industrial conversion charts to select the absolute best matching thread profile.
• Exact Matches: If your project requires an ultra-specific specialty thread color that we do not carry in stock, we can custom-order it for your project. Please note that custom thread sourcing may add 2–3 business days to your overall production timeline.

Because custom embroidered apparel is permanently stitched to order, we are unable to accept returns, offer refunds, or provide exchanges due to garments not fitting your team correctly.

• Size Variance: Sizing charts vary significantly across different apparel manufacturers, brands, and cuts (e.g., slim fit vs. traditional fit).
• Customer Responsibility: It is the customer’s sole responsibility to verify the exact sizing breakdowns for their team before signing off on an invoice.
• Sizing Samples: To guarantee a perfect fit for bulk corporate orders, we highly recommend purchasing blank, unembroidered sizing samples beforehand. We are happy to ship sample garments to your office at cost upon request.

While our commercial multi-needle embroidery machines are highly reliable, mechanical anomalies, thread knots, or needle breaks can occasionally occur and cause damage to a garment during production.

• Inherent Risk: When clients supply their own apparel, bags, or blanks, they do so at their own risk. Hill Country Embroidery does not manufacture these external garments and cannot verify their structural behavior under industrial hooping and needle stress.
• Replacement Limit: In the rare event that a client-supplied item is damaged in our workshop, we will waive 100% of the embroidery labor and digitizing fees for that specific item.

Liability Cap: Hill Country Embroidery will not reimburse, credit, or pay for the replacement of any customer-supplied items. For high-value, rare, or sentimental items, we highly advise purchasing blank stock items directly through our verified apparel suppliers instead.

To ensure your custom full-color apparel looks professional with clean edges, your design files must be pre-formatted correctly before hitting our commercial print queue.

• The Background Rule: All artwork must be submitted with a 100% transparent background. Do not submit designs with solid white or solid black square backgrounds unless you want that exact rectangle printed onto your shirt.
• Resolution Specification: Files must be exported at a minimum resolution of 300 DPI (Dots Per Inch) at actual print size. Scaling up low-resolution web graphics (72 DPI) will result in pixelated, blurry edges on the final pressed garment.
• Preferred Formats: We accept high-resolution vector assets (.SVG, .AI, .PDF) or high-density raster files (.PNG) with transparent layers intact. We do not accept .JPGor .GIF files for full-color garment printing.
• Transparent Fades: Avoid soft, semi-transparent glows or drop-shadows that fade out into nothing. Our printer software requires a solid edge to lay down the white adhesive backing layer properly.

Applying full-color Direct-to-Film (DTF) transfers requires our industrial heat presses to exert high pressure at a sustained temperature of 285°F to 320°F for 12 to 15 seconds.

• Fabric Suitability: When providing garments for in-house pressing, the client must verify the material can withstand industrial heat application without scorching, melting, or discoloring.
• Prohibited Fabrics: We do not accept customer-supplied garments made of ultra-thin nylon, delicate silks, high-pile faux fur, or heat-sensitive waterproof plastics.
• Liability Limitation: In the rare event that a customer-supplied garment reacts poorly to standard heat settings (e.g., fabric melting, dye migration, or ring marks from the press platen), Hill Country Embroidery will waive the printing and pressing labor fee but will not reimburse or pay for the cost of the replacement garment.