Effective Date: 8/1/2026

Because most products created by Tiny Castle Creations are personalized or made specifically for each customer, our policies differ from those of a traditional retail store. Please review this policy carefully before placing your order.

Local Pickup Only

Tiny Castle Creations does not currently offer shipping or delivery. All completed orders must be picked up at our location.

Pickup is available by appointment only. Once your order is complete, we will contact you to arrange a mutually convenient pickup time and provide any necessary pickup instructions.

Please do not arrive without a confirmed appointment, as we may not be available to assist you.

We encourage customers to inspect their order at pickup whenever possible.

Custom and Personalized Orders

All custom, personalized, monogrammed, embroidered, and made-to-order items are considered final sale and cannot be returned or exchanged.

This includes, but is not limited to, items customized with:

• Names, initials or monograms
• Dates or personal messages
• School, team or organization colors
• Business names or logos
• Customer-selected designs
• Custom sizing, placement or thread colors

We cannot accept a return because an item does not fit, the customer changes their mind, the item is no longer needed, or the customer later prefers a different design, color, font, placement or wording.

Customer Approval

Customers are responsible for reviewing and approving all applicable order details before embroidery begins. This may include:

• Names and spelling
• Dates and numbers
• Monograms and the order of initials
• Design selection
• Thread colors
• Garment color and size
• Embroidery placement
• Logos, artwork and other submitted information

Tiny Castle Creations is not responsible for errors contained in information or artwork that the customer provided or approved.

Computer screens and photographs may display colors differently from actual thread and fabric. Slight variations in thread color, embroidery placement, sizing and finished appearance may occur and are not normally considered defects.

Problems With an Order

Although custom items cannot be returned, we want customers to contact us promptly if they believe we made an error or there is a problem with our workmanship.

Concerns must be reported within seven calendar days after pickup. Please include photographs and a description of the issue. The item must not have been worn, washed, altered or damaged after pickup.

Tiny Castle Creations will review the order and determine whether the issue resulted from:

• An error by Tiny Castle Creations;
• Incorrect information or approval provided by the customer;
• A defect in the blank item or customer-provided item;
• Normal characteristics or reasonable variations associated with embroidery; or
• Damage occurring after the order was completed or picked up.

Errors by Tiny Castle Creations

If Tiny Castle Creations determines that we made a material error in the embroidery, we will generally attempt to resolve the issue by remaking the item.

Because embroidery normally cannot be removed or corrected without leaving permanent marks or damaging the material, fixing an error may require starting over with a new blank item.

Items Supplied by Tiny Castle Creations

When we supplied the original blank item, we may, at our discretion:

1. Replace the blank item and redo the embroidery at no additional charge; or
2. Issue a refund if a replacement or satisfactory remake is not reasonably available.

The appropriate remedy will depend on item availability, the nature of the error and the circumstances of the order.

Customer-Provided Items

Customers may request embroidery on an item they provide. Acceptance of a customer-provided item is subject to our inspection and approval. Tiny Castle Creations may decline any item that we believe is fragile, unsuitable for embroidery, unusually valuable or likely to be damaged during production.

Before Tiny Castle Creations accepts or performs work on a customer-provided item, the customer must agree to our Customer-Provided Item Acknowledgment and Release:

I understand that embroidery involves needles, machinery, hooping, clamping, adhesives, heat, and handling, all of which carry an inherent risk of damage to the item being embroidered. Damage may include, but is not limited to, punctures, tears, stains, discoloration, scorching, distortion, equipment marks, loss, or complete destruction of the item.

By providing my own item to Tiny Castle Creations, I voluntarily accept and assume all risk of loss, damage, or destruction to that item. To the fullest extent permitted by law, I release and hold harmless Tiny Castle Creations and its owners, employees, and agents from any claims, liability, replacement costs, or other compensation arising from or related to the handling, preparation, embroidery, or attempted embroidery of my item, including damage caused in whole or in part by ordinary negligence.

I understand that Tiny Castle Creations will not be responsible for replacing the item, reimbursing its value, or compensating me for any sentimental, consequential, or incidental loss. This release does not apply to liability that cannot legally be waived.

Problems With Customer-Provided Items

Embroidery generally cannot be removed, repaired or redone on the same item without leaving permanent marks or causing additional damage. When a problem occurs, completing the order may require the customer to supply another suitable item.

Although Tiny Castle Creations is not obligated to replace or reimburse a customer-provided item, we may, at our sole discretion and as a customer-service accommodation:

• Attempt to complete or restitch the design on the original item when we reasonably believe doing so is possible;
• Allow the customer to provide a replacement item and embroider the originally ordered design on that replacement item without an additional embroidery charge; or
• Refund some or all of the embroidery charge.

Any accommodation offered under this section does not include payment for the original item, the replacement item, lost profits, loss of use, sentimental value or any other incidental or consequential loss. Offering an accommodation in one situation does not require Tiny Castle Creations to offer the same accommodation in another situation, reimburse the purchase price, replacement cost, or sentimental value of a customer-provided item.

Heirloom, Irreplaceable and Sentimental Items

Customers should carefully consider the risks before submitting an heirloom, vintage, sentimental, rare or otherwise irreplaceable item for embroidery.

By submitting such an item, the customer acknowledges that:

• Embroidery always carries some risk of permanent damage;
• The item may not be replaceable;
• Tiny Castle Creations cannot guarantee a particular result; and
• The customer accepts the risk associated with embroidering the item.

If an heirloom or irreplaceable customer-provided item is damaged or cannot be completed as intended, any refund will be limited to the embroidery charges paid for that item. Tiny Castle Creations will not compensate the customer for the item’s purchase price, replacement value, collectible value or sentimental value, to the maximum extent permitted by applicable law.

We may decline to embroider an item that we believe is too fragile, valuable, unsuitable or risky.

Customer-Supplied Designs and Logos

The customer represents that they have permission to use any artwork, logo, trademark, photograph or design supplied to Tiny Castle Creations.

We are not responsible for spelling, design, quality or ownership issues contained in customer-supplied artwork or files. Poor-quality artwork may produce different results when converted into an embroidery design.

Care and Use

Customers are responsible for following the care instructions provided with the garment or product. Damage caused by improper washing, drying, ironing, bleaching, storage, normal wear, misuse or failure to follow care instructions is not eligible for a refund or remake.

Cancellations

Because materials may be ordered and design preparation may begin shortly after an order is placed, custom orders cannot be canceled once materials have been purchased, artwork has been digitized or production has begun.

Any cancellation approved before that point may be subject to deductions for design work, digitizing, materials, special-order items or other costs already incurred.

Contact Us

Questions or concerns regarding an order should be submitted through our website contact form or by contacting Tiny Castle Creations directly.

Please include your name, order information, a description of the concern and clear photographs when applicable.

Nothing in this policy limits any consumer right or remedy that cannot legally be waived under applicable law.