FAQ's for New Customer Service Rep

Questions a Customer Service Rep will be asked

What is your turnaround time?

Production Time
7-10 business days after final approval of artwork and order. This allows us enough time to place orders to our suppliers, allow for inbound shipping time, decoration, folding and boxing your order.  
New Embroidery Designs:
5-7 days to digitize and sample your logo. We can email you a photo of the stitched design or you can stop by our office to view the physical sewn sample.  You will need to approve the design before we decorate it on garments.
New Custom Designs:
We can create you a custom design for direct-to-garment printing, screen printing, and embroidery. The design process takes 7-10 days based on the complexity of the design.
Vectoring and Simple Art Cleanup:
 Simple vectoring and art cleanup take 2-3 days.  The cleaner the logo the easier to vectorize.

Are there any setup fees?

Digitizing Fee:
One-time fee of $100.00 for a standard left chest or cap logo. Larger designs please ask for a quote.
Direct-to-Garment Printer Setup Fee:
One-time fee of $40.00 per design.
Screen-Print Setup Fee:
$30.00 per new screen.
Screen resets are $20.00 per screen
Promotional Product Setup Fees
Setup fees are different based on the item you are ordering. Coffee mugs, pens etc. all have different setup fees.



What if I don’t have a design?

Custom Graphic Artwork: 
Our experienced art department can help you create your custom design. Art creation is billed by the hour.

I have a large order is there special pricing?

Orders over $5,000.00
We have developed a great relationship with our primary supplier over the past 40 years. Our supplier generally will give us a discount on larger orders, which means better pricing for you. Remember a few cents off a larger order can make big savings for you. Please contact our sales team for special pricing.

Do you offer quantity discounts?

Discounts based on items ordered
Discounts are based on the number of items purchased. 12-24 shirts 25-48 shirts etc. The more items you purchase the bigger of discount.  Please note quantity discounts are based on the type of logo being embellished.  Embroidery, Direct-to-Garment, Cap Embroidery, Screen-Print all have different quantity discounts. To receive the quantity discount the order must have the same logo and embellishment type. 

What are the limitations with embroidery?

Embroidery Limitations
Embroidery does have some limitations since we are working with thread. Generally, we say “If you can draw it with a Sharpie marking pen, we can embroider it”  
Small text, fine detail and color gradients can be difficult to reproduce with embroidery.

How do I get started?

Customer Service
The most convenient way to get your order started is by contacting our customer service at 1-800-851-3671. We will guide you through your order process from start to finish.

Are your prices competitive?

Our prices are competitive, however, if you are trying to find the cheapest embroidery shop we wouldn’t be a good fit. We believe in this quote by Warren Buffet “Price is what you pay. Value is what you get”.
Missions Statement:
Northwest Custom Apparel is dedicated to providing the utmost satisfaction to customers through caring service, assured quality, innovation, and reliable delivery of distinct customized garments and products.

Can I supply my own items for decoration?

Can you bring a steak into Denny’s and ask the waitress to grill it?  Bringing your own garments to us for decoration is not a profitable business model for us. We provide the garment with a custom decoration. There are other shops that will accept your garments however, you will end up paying more overall than buying the complete package.
We can save you money by purchasing the product for you because of our volume discount with several vendors.
Under certain circumstances with can accept your provided garments. The minimum order size is 24 pieces. We can only accept for garment embroidery. Caps, DTG, and screenprint we provide the entire package.

What is your minimum order quantity?

  • Embroidery Garments: 12 pieces
  • Embroidery Caps: 24 caps
  • Direct-to-Garment: 12 shirts
  • Screenprinting: 72 shirts
  • Customer Supplied Garments: 24 pieces *only if we can’t provide the garment*
  • Promotional Products: Varies based on item

Explain to me Vectored Artwork

Vectorized art can be magnified without pixelation. Programs like Illustrator, Photoshop and Corel Draw all recognize vector images. Images and artwork pulled from websites is not vectored artwork and generally can never be used for high-quality artwork.

What type of art files can I bring in?

Vectorized artwork is the best, but even a 300 dpi JPEG can work. Vectorized artwork is created using Adobe Illustrator or Corel Draw.  To create an embroidery design we will need to digitize it from a high-resolution artwork. Artwork from websites is not high resolution. The easiest way is to email all your files to us and our art department can determine if they will work.

Can I visit your shop?

We prefer you stop by our Showroom. Our sales staff will walk you through our showroom and help you get your project started. We do have samples you can check out so you can  bring back to your office or group for sizing.

What are your payment terms?

We accept Visa and Mastercard. We have an online payment portal at nw.manageorders.com.
New Customers: 50% down and balance at pickup
Returning Customers:   Payment at time of pickup.
Net 10 Terms: Established customers with a credit application on file. Please call our credit department for terms.