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F&Q, Terms and Conditions, Returns

We have worked to ensure that almost any question you may have is answered below. If you still need to contact us after reading through the F&Q you can email us at [email protected]


How can I contact C&K Imaging and Embroidery?

You may contact us by filling out the contact us form or emailing us at [email protected]

We work to always ensure we respond to you within 24 hours (Monday-Friday)

Our mailing address is C&K Imaging and Embroidery, PO Box 1515, Burlington, CT 06013


How long will it take for me to receive my order?

Most orders are processed and shipped within 5 business days. If you order is completely custom and you are working with our designers processing time may be longer and will be advised by our sales department but generally takes 7 business days. If your order is a bulk order it may take 7 -10 business days. Please note that this does not include the shipping time. Shipping time may vary depending on your location.


What are your shipping rates?

We offer Flat Rate shipping on your order and always offer Free Shipping on orders over $150.00. Please see the shipping rates below:

From(USD) To(USD) Rate(USD)

0.01             20.00         3.99

20.01           40.00         7.95

40.01           80.00         9.95

80.01          149.99         12.95

150.00        and up       0.00


Am I charged taxes?

Please note that we only collect sales tax on orders processed in the state of Connecticut. Orders in Connecticut will be charged a 6.35% sales tax rate on both the items and the shipping rate.


Order Acceptance Policy

Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order. It is your confirmation of the order only. We reserve the right at any time after receipt of your order to accept, decline, or cancel your order for any reason due to supply or out of stock issues. We work hard to ensure that all of the items shown are in stock and available but multiple orders placed at the same time or product out of stocks from our suppliers, do happen occasionally. If an order needs to be cancelled you will receive an email from our sales department and will immediately receive a refund on the item(s) and or order.


I am not sure how my order will Look

Monograms can vary by peter from font to font. If you are unsure about how your monogram will appear and would like to see a sample, we are happy to provide you a design proof after you have made your purchase. After you have completed your order please email us at [email protected] with your Name, order number, your Monogram (First Initial, Last Initial, Middle Initial) or Name/Single Initial and we will provide you a proof to approve. Please note that we can not accept returns on products because a customer is not pleased with the letter or monogram choice.


I am not sure how Custom Orders work

Custom orders of sports bags, garment bags, etc. are always sent for approval prior to embroidery. Once your order is placed and the details have been provided of the design you are looking for, our designers will email you your design or design options. You can then customize or approve the design. The designer will work with you to get the design how you would like. Please understand that we do not do any Licensed Images (sports team logos, disney characters, etc). Our designs will be general themes but colors can be customized to match your teams colors or your color preferences.


Can I change my order?

We ask that you contact us as soon as possible if you have a change to your order. We process orders very quickly and oftentimes a change can not be made. For any change request please email us at [email protected]


Can I return my order?

We stand behind our products and offer a 100% satisfaction guarantee on any defective or damaged merchandise. Our guarantee includes exchanges only. No refunds are available on personalized items. Non-personalized items may be returned but you must contact us for a return label within 14 business days. Shipping for the return will be paid for by the buyer. Please inspect goods IMMEDIATELY. Any defects or damages MUST be reported within 7 business days of delivery date. No exceptions.


Please keep in mind, PERSONALIZED merchandise cannot be returned or exchanged. Dated items cannot be returned or exchanged for any reason after event date, regardless if they are defective or damaged. Personalized/Monogrammed Clothing that does not fit can not be returned. We ask that you please use the sizing information that is available and shown with each item to ensure proper fit and size is ordered. Any defective or damaged merchandise you wish to exchange you must contact us first at [email protected]


The colors of my item look different from what is shown on the web, why?

Please keep in mind that our items shown on the web have all be photographed and the lighting as well as the color display on your monitor may vary. Colors will be very close and describe what is shown online. Please keep this in mind, we can not accept returns for a color variance reason.


How can I check on the status of my order?

If you have any questions on the status of your order please email us at [email protected] Please provide us with your Full Name, email address and order reference number. We will always get back to you within 24 hours (Monday-Friday).


All of my items were not received, where are the rest of them?

We always do our best to ship items complete, however certain items are processed in different time frames. We do not like to hold up our order and work to get everything to you as quickly as possible. Please note that no additional shipping costs are charged for multiple shipments. We charge flat rate shipping rates and always ship orders over $150 for free.


Acceptable Payments

We accept Paypal, Mastercard, Visa, Discover, and American Express. Please note that all orders are processed through Paypal, though you do not need to have a paypal account to complete the order. If you do not have a paypal account please just click the link that says "Pay with an online bank account, debit or credit card, or paypal credit." Your payment will be processed securely through the paypal system.


Do you offer wholesale discounts?

Unfortunately we do not offer wholesale discounts at this time.


Newsletter Signup / Removal

Want to receive the latest updates and offers. Sign up for our newsletter on our homepage. Monthly newsletters are sent out in addition to any other special offers or promotions. Your privacy is important to us. In each email you receive, there will be a link to unsubscribe if you wish to ever remove yourself from our email list.


Privacy/Security Policy

We will never share any of the information you provide to us. Your information will only be used by us to process your order. We offer the use of a secure server. All supplied sensitive information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Paypal Payment gateway provider database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

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