Frequently Asked Questions
Orders
"How long is your turnaround time?"
-- The typical turnaround time is 2 weeks, however, depending upon the ease of your order, it could be ready sooner.
"Is there a minimum that I have to order?"
-- No, there is no minimum. We service all small businesses, corporations and organizations.
"Can I supply my own garments or blanks?"
-- Yes, please contact Mathews & Co. directly organize drop off or shipping at contact@mathewsandco.com or 832-603-6547.
"Can I mix and match apparel styles, sizes or colors in one order?"
-- Yes, however, wholesale pricing starts at 12 pieces per design and item.
"What file formats do you accept?"
-- We accept JPEG, PNG, PDF, RDE and DST files.
"What is "digitizing", and why is there a fee?"
-- Digitizing is the process of converting your logo or design into a file that the embroidery machine can recognize. This process is required for embroidery orders. But, no worries, this is a one time fee!
"Are there set up fees for printing?"
-- Printing requires your logo to be in a high resolution PNG. Depending upon the complexity of your design, you may or may not be subject to this fee.
"What type of printing do you offer?"
-- We offer direct-to-film printing.
"Can I see a proof or mock-up before production begins?"
-- Yes! You will have the opportunity to review and approve your digitized logo/design, mock-ups and thread colors prior to production.
"My brand colors are specific. How can I be sure the thread color shades are accurate?"
-- If you are in the Houston area, you may come by the office to select your thread colors. If you are not in Houston, we advise using Color Code Finder to provide us with the specific shades.
General
"Where are you guys located?"
-- We are located in Houston, TX near PlazAmericas.
"What is your policy on returns or exchanges?"
-- Please visit our Terms & Conditions to review our policies.
"How can I speak to someone over the phone?"
-- We can be reached at 832-603-6547 Monday-Friday, 10am - 5pm CST.