FAQ
Ordering
How do I order?
Studio Collection pieces can be ordered right from their product pages. For custom and group orders, start with our custom order form, and we'll come back to you with pricing and next steps.
When does production start on custom orders?
Design work begins once payment is received. We'll send your design proof within 2 to 3 business days, and production begins as soon as you reply with your approval.
How long will my order take?
It depends on the order. Studio Collection pieces are ready within 2 to 4 business days when we have your garment in stock, or 5 to 7 business days if it needs to be ordered in. Custom pieces follow the same timing from the moment you approve your proof. Group orders are ready within 2 to 3 weeks of final order and payment. Your ready for pickup email or shipping confirmation is always the most accurate information for your order's timing.
I need my order sooner. Is that possible?
Sometimes! Email us at hello@commonthreadstudio.ca before ordering, tell us your deadline, and we'll do our best to make it work.
Pickup and shipping
How does pickup work?
Pickup is contactless from our secure pickup box in Mount Pearl. When your order is ready, you'll get a ready for pickup email with a link to schedule your pickup time and our full address. Choose your time, come by, and grab your order from the box. No knocking, no waiting.
When can I pick up my order?
Pickup times start at least 24 hours after your ready for pickup email. Pickup hours are Monday to Friday 8am to 8pm, Saturday 11am to 8pm, closed Sunday.
What if I miss my pickup time?
No problem. Your order stays in the box until 8pm that day, so you can always swing by before then. After that we bring it inside, and you can pick a new day and time using the same scheduling link.
Do you ship?
Yes, anywhere in Canada. Rates are calculated at checkout by Canada Post. A note on shipping from Newfoundland: weather and ferry cancellations can occasionally add a few days to carrier estimates.
Where are you located?
We're a home embroidery studio in Mount Pearl, Newfoundland and Labrador. There's no storefront; orders are picked up from our secure pickup box or shipped. The pickup address comes with your ready for pickup email. You'll also find us at local markets, and we'd love for you to swing by and say hey!
Design and pricing
What is a digitizing fee?
Embroidery machines can't read a regular image file. Every design has to be converted into a stitch file that tells the machine exactly where every stitch goes, and that conversion is called digitizing. It's a one-time fee between $20 and $65 depending on the complexity of your design. Once your logo is on file, you never pay to digitize it again at that size.
Do I need a special file type for my logo?
A crisp file like a vector (EPS or SVG) or a high resolution image is preferred, but feel free to send along whatever you have and we'll let you know what's possible. If you don't have a logo, no worries! We'd love to work with you to bring your ideas to life.
Why does adding a second logo cost more?
Each logo is stitched individually, so every placement adds machine time and materials to each garment. Pricing reflects each logo separately.
Will my design look exactly like my image?
Very close, though embroidery is thread, not ink. Fine details may be simplified slightly so they stitch cleanly and last. Your proof shows you exactly how your design will stitch before anything goes into production, and nothing is stitched without your approval.
How do quantity discounts work?
Discounts are based on the total number of items in your order, even across different products. Our pricing tiers start at just 6 items, with better per-item pricing at 6, 12, 24, and 75 pieces. Six items in one order reach the first tier whether that's six crewnecks or four crewnecks and two hats, so it's worth asking your friends before you order. Teams, staff, wedding parties, and families count too.
Can you embroider on something I already own?
Sometimes. Items need to be clean, washed if previously worn, and a good fit for embroidery, so we'll talk through the risks together before any work begins. Because we didn't source the garment, we can't offer replacement if something goes wrong during embroidery.
Returns
What's your return policy?
We don't offer refunds, but here's what we do instead. Studio Collection pieces can be exchanged or returned for store credit within 14 days. Custom orders are final sale, since every piece is made just for you and approved by you before production begins. The full details live in our Return Policy.