Delivery Policy

Last Updated: 17 November 2025

At Austin Digitizing, we aim to deliver all digitizing, vector, and artwork files quickly, securely, and with full transparency. This Delivery Policy explains how and when digital orders are processed, delivered, and considered complete.

Because we provide custom-made digital files, all deliveries are made electronically and are accessible worldwide.

1. Nature of Our Deliveries

Austin Digitizing provides digital-only products, which include:

  • Embroidery digitizing files
  • Vector artwork
  • Patch artwork (embroidered, woven, PVC, leather, bullion, etc.)
  • Logo designs
  • Color separation files
  • Artwork refinements or edits

No physical items are shipped.

2. Standard Delivery Time

Our standard turnaround time is:

✔ 12 to 24 hours for most orders

(This applies to logos, left chest designs, vector files, and standard patch artwork.)

✔ Same-day delivery (2–6 hours)

Available for simple or urgent files, depending on workload.

✔ Complex designs

For jacket backs, large patch artwork, detailed illustrations, or multi-color separations, the estimated delivery time will be clearly stated via email after reviewing your artwork.

We always send the expected completion time before starting the project.

3. How Orders Are Delivered

All files are delivered digitally through:

  • Email
  • Customer dashboard (if enabled)
  • Secure download link

Delivery is considered complete once the final files are sent to the email address you provided during checkout or inquiry.

4. Order Acceptance & Proofing Responsibilities

To avoid delays or errors, customers must provide:

  • Complete instructions at the start of the project
  • Accurate measurements (size in inches or CM)
  • Correct spelling, dates, names, and logo details
  • Clean artwork files (or clearly stated adjustments)

Once files are delivered, the customer is responsible for:

  • Checking spelling
  • Verifying colors
  • Reviewing sizing
  • Ensuring artwork accuracy before approval

If additional changes are requested after approval, extra charges may apply.

5. Revisions & Corrections

If we deliver a file that does not match your original provided instructions, revisions are made:

  • Free of charge
  • With priority handling
  • As quickly as possible (usually within hours)

Corrections for new instructions or added elements are treated as new work and may incur additional cost.

6. Missed Information or Late Instructions

If the client provides missing details after the work has begun, the following may occur:

  • Delivery time may be extended
  • Additional fees may apply for major revisions
  • The project timeline will be recalculated and communicated

Providing full instructions early ensures smooth and fast delivery.

7. Delivery Confirmation

A delivery is considered successfully completed when:

  • The final file(s) are emailed
  • We receive no correction request within 48 hours
  • The client opens/downloads or uses the file
  • The file is uploaded or tested by the client

For Stripe compliance, “delivery of digital goods” must be documented — we log each completed delivery internally.

8. Payment Terms

  • Payment is due at order placement or upon project completion as agreed.
  • Work begins only after receiving clear instructions and artwork.
  • For rush services or complex orders, full prepayment may be required.

Refunds follow the separate Refund Policy and must be requested according to its eligibility rules.

9. Delays Beyond Our Control

We are not responsible for delays caused by:

  • Incomplete or incorrect instructions
  • Late responses from the customer
  • Email delivery issues or spam filters
  • Force majeure events (internet outages, server issues, etc.)

We will always notify the customer if any unexpected delay is anticipated.

10. Customer Communication & Order Status

Customers can check their order status at any time by contacting us:

📩  info@austindigitizing.com

We respond to most inquiries within 1–6 hours during business days.

11. File Delivery Formats

Depending on the service, files may be delivered in:

  • DST, EMB, PES, JEF, EXP, VP3, HUS (Digitizing)
  • AI, EPS, PDF, SVG, PNG, JPG (Vector & Artwork)
  • Custom formats upon request

We store backup copies for 30 days for recovery purposes.

12. Refunds & Delivery Relation

This Delivery Policy aligns with our Refund Policy, meaning:

  • Refund requests must be made within 10 days of delivery
  • Delivery delays caused by incomplete instructions are not refundable
  • If the delivered file matches the given instructions, it is considered a valid delivery
  • Revisions are offered before refunds to ensure customer satisfaction

This harmonization is required by Stripe for digital-service businesses.

13. Policy Updates

We may update this Delivery Policy periodically to meet legal, operational, or Stripe compliance requirements.
Any changes will be posted with an updated date.

14. Contact Information

For questions regarding delivery or order timelines:

Austin Digitizing
📩 Email: info@austindigitizing.com
🌐 Website: www.austindigitizing.com

We are committed to delivering your files quickly, professionally, and securely.