Not recommended.
I know they probably will not see this, however, to anyone who does:
I ordered in Jan and there was a supply delay, I understood this but to my joy on the 29th they sent an email saying the items needs to make it were on the way and I’d get a tracking number shortly. I didn’t get anything.
In Feb, I wrote them about this, they said processing time is “5-7 weeks” and trying to tell me the email actually said I’d get a message when my order was on the machine as if it wasn’t clearly evidence in the first line about the tracking number. When I replied saying I was confused and needed clarification, I got no response. I waited until March, I attempted to use their order update form, it wouldn’t let me input my order number so I only sent a frustrated message with name and email and moved on, no reply.
At this point I was extremely frustrated and with good reason. I’d seen they’d restocked the item I bought, I hadn’t been told my order was being made or “on the machine”, I’d been ignored twice and they had been sending people emails saying “We’re working 12 hours a day (NO BREAKS)” and to try not to email as it “delays” orders. So I messaged them about their misleading emails and my frustrations. They told me that I was being misleading. I replied with examples and said that I would wait until March/April and I wouldn’t write them because they clearly don’t read what I’m trying to say or take on any feedback.
For some reason, it was at this point I was told my order was due to be shipped for March 16th. I was not informed it was on the machine or made like I was told I would be. I questioned why I wasn’t told it was ready to be shipped/been made - since that’s what THEY said in their emails and informed them the order update form wasn’t working. Apparently, they don’t “chase customers”, but I had to chase them for information and to tell them to stop with emails that didn’t give any actual update, just told me they were working 12 hours or told me the wrong information.
In short, I was told never to contact them again and I would never be able to order again (I don’t think I would want to) because I complained about the way they conducted themselves and stuck up for myself - I shouldn’t have to pester someone 6-7 times about something and then be treated like I’m unreasonable when my money has gone towards something I have no clue about!
The whole experience was horrible and the customer service is horrible, save yourself the worry and the pain. Despite knowing there would be delay, the policy is you can only cancel for your money back after 5 HOURS, regardless of whether they have started making it or not. From that point it’s only store credit, which of course I didn’t ever want to order again. This is the only reason I even bothered contacting them. I was about ready to go through my bank due to the radio silence on my order.
I would highly suggest this store reconsiders that policy when there are delays and in general. If you haven’t made the product at all, and processing time is 5-7 weeks, shouldn’t the cancellation time be similar?
I only ordered because of good reviews, but this store is not worth buying from despite their high quality embroidery.