DigitEMB sells two kinds of work: digital files (embroidery digitizing and vector artwork, delivered by email and in your DigitEMB account) and custom-made products (embroidered and other patches, and printed stickers). Every order is made for you from your own artwork, so the rules differ for the two. This page is part of our Terms and Conditions.
Last updated: 21 October 2026.
Digital files: embroidery digitizing and vector artwork
Check the design before production
Before we send a digitized file we email a sew-out image for your approval, and every file is made to the size, placement and format on your quote. Please check spelling, colours, size and placement, and run a test sew-out, before you use the design in production.
Revisions
Simple revisions are free. If a file needs a small correction to match what you ordered (for example a spelling fix or a colour change), ask us at support@digitemb.com and we fix it at no charge. A change to something different from what was originally requested and quoted (a new size, new text, a different layout) is new work; we quote it before we start.
Refunds for digital files
If a file does not run as quoted and a revision cannot put it right, tell us within 7 days of delivery, with your order number and a photo or description of the problem. We review the file and your reason, and when we agree that the file was not delivered as quoted we refund the price of that design. Because a digital file cannot be returned once it has been delivered, we do not refund or exchange a file that was delivered as quoted.
Cancelling a file order
You can cancel a digitizing or vector order free of charge until our team starts on it. Once the work has started, the order is charged as quoted.
Custom patches and stickers
Proof before production
Every patch and sticker order is custom-made from the proof you approve. We send the proof before production and, for patches, photos of the finished pieces before dispatch, so that what you receive is what you approved.
Defective, damaged or wrong items
If your order arrives damaged or defective, or differs from the approved proof (wrong size, colours, quantity or backing), email support@digitemb.com within 30 days of receipt with your order number and photos of the problem. We replace the affected pieces at no charge or, where a replacement is not practical, refund them. We may ask you to send the affected pieces back and will tell you how.
Correct custom items
Patches and stickers are made to your order and cannot be resold, so we cannot accept returns, exchanges or refunds for items that match the approved proof, including a change of mind after production has started.
Cancelling a patch or sticker order
You can cancel a patch or sticker order free of charge until you approve the proof; anything you have already paid is refunded. Once the proof is approved, production starts and the order can no longer be cancelled.
How refunds are paid
An approved refund goes back to the payment method you used (card, PayPal or your DigitEMB account) within 10 business days of our confirmation. Your bank or card issuer may take a few more days to show it. We never ask for card details by email.
Questions
Email support@digitemb.com or call +1 (347) 560-0991, Monday to Friday, 9 AM to 6 PM Central. DigitEMB is operated by DIGITEMB LLC, 9138 Lefferts Blvd, Richmond Hill, NY 11418, USA. See also our Shipping Policy and Privacy Policy.