Frequently Asked Questions
Quick answers to the questions we hear most.
Ordering
How does the order flow work? You place the order, we prep the artwork and (if requested) send you a preview, you approve or it auto-approves after 48 hours, then we embroider and ship.
Can I change my order after placing it? If production hasn’t started, we’ll try to accommodate. Once embroidery begins, changes or cancellations aren’t possible.
Do you store my credit card? No. Payments are processed by Stripe or PayPal. We never see your full card number — only the last few digits for reference.
Artwork & Uploads
What file types do you accept? JPEG, PNG, WEBP, and AVIF work best. HEIC uploads are accepted but may not preview in all browsers. See Artwork Guidelines for details.
Do I need rights to my images? Yes. Only upload images or text you own or have permission to use.
Will I see a preview? Preview is optional at checkout. One revision is included. If there’s no reply within 48 hours, we proceed automatically to keep your order moving.
Production & Rush
How long does production take? Typically 3–7 business days from artwork readiness or approval to ship.
Do you offer rush? Sometimes, depending on capacity. When available, we aim to ship within 72 hours of artwork readiness or approval.
Shipping
Which carriers do you use? We ship only through major carriers, and every order includes tracking. We reserve the right to select the optimal carrier based on your chosen speed and destination.
Do you ship internationally? Yes. Duties, VAT, and import fees are the recipient’s responsibility. Customs or international transit may extend delivery times beyond the estimates shown at checkout.
Returns & Replacements
Can I return a custom item? Because each piece is made just for you, we can’t accept returns or exchanges unless there’s a mistake on our end.
What if there’s an error or defect? Contact us within 30 days of delivery with your order number and photos. We’ll replace or refund at our discretion.
ThreadStory
What is a ThreadStory? Every item includes a unique QR code that links to a private ThreadStory page for messages, photos, and encouragement tied to that gift.
Who can see it? The owner controls visibility — others only see what’s been chosen to share.
Is an app required? No app, no login — just scan the QR code to view or contribute when the item’s owner has allowed access.
Still need help?
Visit our Contact / Support page or email support@bestie.to. Typical reply time: within one business day.