Frequently Asked Questions
How can I contact you?
By Phone
Contact or call us Monday through Friday, 9 am to 5 pm CST, toll-free at (866) 250-3676, or locally at (615) 309-8250. If you call during business hours you will speak to a live person immediately, no keypad bingo required in hopes of finding the right person. If you reach us after hours, please leave a message and we will return your call the following business day.
By Email
Use our Online Contact Form to email us. Someone in our office will contact you during our regular business hours. Please indicate whether you would prefer a call or return email and we will get back to you just as quickly as possible.
By Postal Mail
Yes, we have a real location! If you are a local business, feel free to stop by during business hours. We are not a retail store, so we do not have merchandise readily available in our office to purchase, but we do have a showroom and samples of some products for you to review. One of our customer service associates will be happy to walk you through the ordering process in person if you so choose.
Image Connection
7117 Crossroads Blvd.
Brentwood, TN 37027
Do you offer Free Shipping?
No. We work hard to minimize freight and shipping costs to our customers, but shipping charges will apply to your order. If ordering online, the freight will be calculated in the shopping cart at the end of your order (before you pay).
Returns
Please call for authorization before you attempt any return. Most non-decorated garments that have not been worn or laundered, and are still in a resalable condition with all tags and packaging, can be returned within 20 business days of receipt. Some items may be subject to a restocking charge. After 20 days, returns will be accepted at our discretion.
Unfortunately, embroidered or customized items are not returnable unless there is a quality issue, or if there is an error on our part which caused you to receive the wrong garment or decoration. Please be sure you are selecting the correct clothing in the proper size before placing your order.
Quality issues will be addressed promptly with the repair or replacement of the defective garment. Damage caused by accident, abuse, normal wear, or improper sizing is the responsibility of the customer.
How long does it take to get my order?
After your logo has been set up, orders usually ship from our warehouse in Brentwood, TN in about 7-10 business days. New Embroidery may take 1-3 business days to set up. If you require a rush order, please contact us by phone during regular business hours. If, at all possible, we will accommodate your request but there may be additional charges or rush fees. However, please note that expedited shipping charges may apply, depending on your location and how quickly you need your order. You are always welcome to use your UPS or FedEx number if you choose to.
Do I get to see my logo before you embroider my shirts?
Yes. Once you place an order and supply your artwork, we will set it up and embroider it on a swatch of fabric that closely resembles the material and color for your order. The actual embroidery is photographed and emailed with the dimensions for your approval. This process takes 1-3 days. At that time, you may ask for edits and color changes. If you need multiple colorways of your design depending on garment color, these are provided in a virtual format for your approval. If you have specific requirements such as size and color of your embroidery, please make sure you communicate that to us when you place your order. There is a Special Instructions section when going through checkout for you to indicate those requirements.
I need help ordering online or logging into my account.
Please call us during regular business hours, and we will be glad to help you.
Can I send you my logo to see if you can embroider it how I want it?
Yes, please do!
If you want a quote, please click here to send us your design. If you have small lettering or details, fades/shading, or a lot of stitches due to color fill, our staff artist can work with you to make modifications necessary to get the best embroidery outcome. If you decide to move forward with an order, there is a one-time setup fee for us to digitize your logo for embroidery, which is $50 for most standard sizes. The digitizing and application includes up to 10,000 stitches. Embroidery application per garment for a standard size logo under 10,000 stitches is generally around $4-$6. We will be happy to provide a quote based on your specific embroidery.
Do you have a printed catalog you can mail me?
Yes, we have several different catalogs available to mail you from our preferred manufacturers. Please contact customer service to have a catalog sent to you. Please let us know what types of products you are interested in ordering, and we will select the best one(s) to mail you. Contact information will be included in the catalog(s) so that you know who to contact when you are ready to move forward with an order.
Can I request a product sample?
Yes, you may, and we encourage you to do so. We will bill you at the 1-12 piece price for that product, plus the cost of UPS shipping. If you return the samples within 15 business days of receipt, you will receive full credit for your order; however, you will be responsible for return shipping. Product samples do not include embroidery. Returns after 20 days may receive partial credit. Always call for return authorization. Any samples returned without prior approval may not be eligible for credit.
Do you ship internationally?
Yes and no. We have many international customers, but we ship only domestically. If you are an international company, we can ship to a U.S. freight forwarder of your choice, or to a U.S. subsidiary. If you are planning an international shipment, we recommend payment by wire transfer to prevent delays in your order.