Frequently Asked Questions
|Click on a question to jump to the answer.|
1. How can I get Started doing business with RGR
We always welcome new
business! We provide corporate and custom embroidery at
To get started, you
can e-mail us
firstname.lastname@example.org or call 770-455-4522 for a new customer
packet. Or download a new
customer packet from here and fax it back to us.
2. What information do you
require on a Purchase Order?
|RGR requires a Purchase Order (PO) for every order. The PO becomes framework for successful completion for all orders. We require the following information to process your PO completely:|
3. Why will RGR not schedule a
ship date when I send you my order?
RGR Embroidery sews orders on a “FIRST
READY – FIRST SEWN” basis. Our efficiency and consistency is a
result of this policy. As a contract embroiderer we have no control
of the outcome of an order until all other vendors involved have
successfully performed their services. And we do not have control or
contact with your customer who often delays approvals and other
required decisions. What RGR promises is that once all order
requirements are satisfied we will schedule a ship date based upon
our current turnaround at that time (usually 3 days to 5 days) and will ship on that day or sooner.
for our current turnaround time. When your order
is assigned a ship date all blocks of time have already been filled
with orders that were ready before yours. In cases where our
standard turnaround will not meet your customer’s expected ship date
we have Rush Service levels available. As all the blocks of time are
filled, employees working extended shifts requiring overtime pay
perform Rush Services. This is the fairest way we know to operate
our business. We know that often your other vendors do not perform
as expected. Remember, RGR is not responsible for your other
vendors’ inabilities to perform. We always make an effort to help
you in these situations but Rush Charges will most likely be
|4. How do I get my design
to RGR Embroidery?
can e-mail us your design to
email@example.com. Please send the highest resolution possible,
preferably vector art such as AI or EPS.
5. Can I have garments sent to you for embroidery?
|Yes, in fact over 97% of the garments we sew are delivered directly from the garment vendors. One of the services we provide is we count all the garments in by color and size and match the information against your PO before we proceed with your order. See Per Box Handling Charge. All boxes shipped directly to RGR must be addressed as follows.|
Your Company Name and PO#
c/o RGR Embroidery
3597 Clearview Pkwy
Atlanta, GA 30340
If your shipment is received without your company
name and the PO# given to RGR Embroidery (Not your garment vendor’s PO#) we
have no way to match the order to the job. This WILL DELAY the processing of
6. What is FEP?
This is our Frequent Embroidery Program all the
details are spelled out here: Jump to FEP
7. What is the proof/approval process?
On all orders with digitizing we will be sending you a
digital proof notifying you that your sew-out is available for review and
approval. This digital proof will indicate the size and an approximation of
the thread colors. The sewout will be sewn in the exact colors of the artwork
or one of the colorways to be sewn per the purchase order. Digital proofs and
sewouts are completed in about 3
days after all art has been received. If we do not receive your sew-out approval we cannot schedule your job for production.
If you need a digital proof for a repeat logo, or for a tape provided by you, those can be found in either your design library or are available on all online order status pages accessed by link from all system generated order emails.
8. Can I provide an Embroidery Tape?
Absolutely. Email to
referencing your company name and PO number in the subject line. RGR
Embroidery assumes customer is familiar with design quality and cannot be
held responsible for how your design sews. Should any
corrections/adjustments be needed, you need to let us know on your PO and
pay for a sample stitch-out proof. Tape edits are $25.00.
9. What is your repeat order process?
orders are treated as new orders for pricing purposes based upon stitch
count and quantity. If we are repeating the sewing instructions from a
previous order you can reference either your PO# or our invoice number in
place of rewriting the sewing instructions on the PO. We do require complete
shipping instructions and the garment list for the new order. If you feel you need to request a proof for a
re-order, please indicate this on the purchase order.
10. What if I do not have a design?
We can help you with designing a logo in house
thru our graphic design department. Graphic design is billed at $50.00 per
11. Do you have minimums?
do not. However the more items you order, the better the unit price will
|12. Do you have maximums?
No, we do not. However,
please contact us in advance so that we can determine if we can fulfill your
quantity in the timeline requested.
|13. Do you fold and polybag
do for an additional fee of .25 cents each. Please request this on your PO.
14. Do you provide samples before production?
provide one free sewn embroidered swatch with each purchased digitized logo
create. If you have an existing embroidery logo created by someone else, we require a pre-production swatch for $12 or $1/thousand stitches whichever is greater. Pre-Production Swatch must be approved prior to production.
|15. Do you have rush service
|YES. If our
current turnaround time will not satisfy your required ship date, you may
request one of the following Rush Services. You may notice that these
service levels are similar to the well-known UPS expedited service levels.
That is intentional so you can quickly assess which level is best for you.
Keep in mind that in many cases it is more cost effective to use an RGR Rush
Service instead of paying expedited shipping charges. Very often shipping
garments overnight is more expensive per piece than the RGR per piece rush
charge. Max quantities can be limited due to higher stitch counts.
Gold Rush: “Same Day Service”. If we receive your garments prior to 10:30am, and all other status requirements are satisfied (see FAQ #3), we can ship up to 100 sewn logos that day. 150% rush charge will be added to your invoice.
Red Rush: “Next Day 24 hour Service”. If we receive your garments prior to 1:00pm, and all other status requirements are satisfied (see FAQ #3), we can ship up to 200 sewn logos the following day. 100% rush charge will be added to your invoice.
Blue Rush: “2nd Day 48 hour Service”. If we receive your garments prior to 1:00pm, and all other status requirements are satisfied (see FAQ #3), we can ship up to 500 sewn logos two days later. 50% rush charge will be added to your invoice.
Orange Rush: “3rd Day 72 hour Service”. If we receive your garments prior to 1:00pm, and all other status requirements are satisfied (see FAQ #3), we can ship up to 500 sewn logos three days later. 20% rush charge will be added to your invoice.
|16. What is your turn around
normal turn around time is 3-5 days dependent upon final art approval and
that all of your garments/pieces are in hand to begin production. Click
for our current turnaround time.
17. Can I get my shirts personalized with names?
you can. We offer several ways to personalize your shirts beyond adding a
custom embroidered logo. Please contact us for more details.
18. Can I receive a quote before I decide to have
the design digitized?
|Many of our
customers request a quote before having a design digitized. You
can submit a quote request via email to
firstname.lastname@example.org. To properly quote a job we need an image of
the design, we need to know what size the sewn design will be, and we need
to know the quantity to be sewn. Quotes are returned within 24 hours after
having received them.
What is your standard shipping method?
|All shipments will
be by UPS Ground or Courier unless otherwise specified by our customer.
We do not provide International shipping at this time. All shipments are
"blind shipped" with you as the shipper. We also apply a packing slip label
to each box so contents can be verified. RGR is not responsible for losses
during shipping. All shipments are insured for estimated value. RGR is not
responsible for under insurance. All tracking information is sent to you by
e-mail. All shipping issues are to be handled by you the customer.
IMPORTANT NOTE: We only have active accounts with UPS and Couriers. Therefore all other shippers must be billed as 3rd Party. FedEx Ground service bills us directly a per box pickup charge. This is not charged to the 3rd party number so we will have to invoice this pickup charge to you.
do you package for shipping?
|All garments will
be in a printers fold and neatly packaged in the same boxes as they were
received. We remove or cover all labels identifying RGR before applying new ones. A
packing slip is applied to each box indicating the total order quantity
shipped. Single fold in individual poly-bags is offered at an additional
$.25 per piece charge.
I ship the same order to multiple ship addresses?
|RGR is not a
fulfillment service and does not have the infrastructure to efficiently
handle multiple drop shipments. That said, we do have the ability within our
information system to handle up to 3 shipping addresses per order. We will
charge $7.50 per each additional shipping address. When shipping to multiple
shipping addresses we require that the garments are polybagged. The reason
is that we do not have the table space required to separate orders and we
must use floor space. Also, if additional boxes are required an additional
$1.50 per box will be applied. If you have an order with more than 3
shipping addresses please get approval prior to sending your PO. Drop
shipments are very labor intensive and at peak production times we may not
be able to provide the service.
What is a Colorway?
|A colorway is the
exact sequence that colors are sewn on a logo. Some logos are sewn in one
color; therefore the colorway is simply the one color. Other logos are sewn
in multiple colors and the colors have to be programmed in the sequence as
determined by the digitized design to insure that each design element is
sewn in the correct color. Digitized designs provided to us in machine
language (*.dst) are colorblind, meaning they do not contain color
information. What they provide are color change commands. You must include
the colorway with these digitized designs to enable us to proceed with your
job. If you cannot provide us the exact colorway, you will need to provide a
color for each design element for us to proceed. We cannot proceed with the
color instruction of White and Red until we know what specific elements of
the design are sewn in which color.
Each different colorway must be sewn separately. We have strict limits on the number of colorways that can be used per order. Each excess colorway is charged at $5.00 or the order is billed as samples whichever is less.
About colors: Exact color information must be provided. You must provide a thread color number by manufacturer or a PMS color number. As an example we have over 30 shades of blue so providing “Blue” as a color is insufficient. The only standard color names we accept are White, Red, Black, & Navy.
What is the Per Box Handling/Admin charge?
|Unlike others in
our industry, we do not inflate shipping charges. We simply charge a $2.50
per box handling fee. (See fee chart on RGR Job Cost Notification) The
handling fee is charged for the service of checking in your garments from
your vendor for accuracy of your order as well as compensates for the
handling of heavy/bulky items that slow production. We check for size and
color only. We do not check styles i.e.: short sleeve or long sleeve. We do
our best to protect you against the errors of your garment vendors. We have
saved our customers literally millions of dollars over the past 15 years
catching other vendor errors. RGR does make a rare mis-count of garments,
however, by checking the garments RGR is in no way taking on the
responsibility for your other vendor’s errors. If your other vendor had not
initially made the error no error would have occurred. You must hold your
other vendors accountable for these errors.
What is Digitizing?
it's own section on our web page. Jump to
What artwork can you use for digitizing?
information about this can be found here.
What is a Tape or Punching a Tape?
|A Tape is a
Digitized Design. Punching a Tape is the process of digitizing a Design. All
industries use jargon, and Tape and Punching are examples. The terms come
from the days when embroidery machines read sewing instructions from holes
punched into a paper tape.
What is a Program Price?
|A program price is
a set unit price for a logo that is consistently sewn throughout the year.
To qualify, you must guarantee a minimum of 2000 pieces sewn with the exact
logo per year. As a general rule, to qualify for a program price your orders
should be repeat orders 90% of the time. Each program price is determined on
a case-by-case basis and each price will require a minimum quantity. Note: A
program price is set for an exact logo. Any alteration to the exact logo is
excluded from the set price and will be billed using standard pricing.
there items you cannot embroider?
different embroidery machine platforms, which allow us to embroider most
items. We are limited only by our ability to hoop the sewing area, our
ability to get a needle easily through the material, and the size of the
overall item. Some items you see embroidered were sewn prior to the garment
or item being assembled. An example would be a logo sewn on a shirt pocket.
For us to sew on a shirt pocket we would have to sew the pocket shut because
there is not enough clearance for our sewing arm to fit freely inside the
pocket. Although there are very few things that we are unable to sew it is
always best to check with us first if you are sewing the item for the first
time. In many cases, especially with bags, we will need to see the item
prior to knowing for sure if it can be sewn.
There are also items which we can sew but probably shouldn’t. Items like umbrellas and gore-tex jackets can and have been sewn at RGR but please understand that these items will not be watertight where embroidered.
What color thread do you have?
|We have more than
450 thread colors in inventory. Our primary thread brands are Gunold Sulky
and Madeira Classic. These two companies are the world leaders in rayon
thread manufacturing. We use their premium brands insuring the classic sheen
of a rayon thread embroidered logo. We recommend that you obtain color cards
from both of these companies. (Available for small fee) We can also accept
most other manufacturers thread numbers or a PMS number and we will select a
What is metallic thread?
|Metallic thread is
thread that is coated with a foil like material. It provides a true metal
look. We have a gold and a silver metallic thread available. Using metallic
thread will require a surcharge, and in many cases will require a special
tape different from the tape designed for rayon thread. Due to these
additional costs involved RGR does not recommend the use of metallic thread.
you special order a thread color?
|With over 450
thread colors available we are almost always able to find reasonable color
match. If a reasonable match cannot be found RGR will add the new color to
inventory. At times we run into situations where the end user is not
reasonable and is absolutely insistent on a specific manufacturer’s thread
number. We can special order thread for the job but the cost of the thread
will be added to the invoice. In most cases we can get by with one or two
cones of thread. The cost of two cones plus shipping is around $30. Upon
completion of the job you may have any remaining thread sent to you for
safekeeping and can be returned if the order is repeated.
What is Spoilage and what is your policy?
Garment spoilage does occur in the embroidery business and must always be considered in your costs as a seller of embroidered goods. Much of the success of RGR is due to the fact that spoilage at RGR is a true rarity. Our spoilage rate over the past 3 years has been less than 1/10th of one percent. Spoilage can result from mechanical failure (a blown oil gasket) as well as human error (transposed number). When a spoilage situation occurs, for the issuance of credit, RGR recognizes the Industry Standard of 2% Spoilage Allowance per order as rounded up to the next whole piece. RGR limits its liability per item sewn to $40.00. RGR Embroidery will issue a credit on all verified RGR At Fault spoilage over 2% per order, however no credit will be given under any circumstances for errors within the 2% allowance. All orders by this definition are allowed one piece spoilage (even an order of one).
Liability is limited to $40.00 per item sewn.
Credit will be issued for over 2% of the following RGR At Fault Spoilage Only:
1. Logo sewn in wrong location.
2. Logo sewn in wrong color.
Please remember that RGR Embroidery is your Contract Embroiderer and that there are always other vendors involved in the successful completion of your orders. RGR WILL NOT BE ACCOUNTABLE FOR ERRORS RESULTING FROM YOUR OTHER VENDORS’ INABILITIES TO PERFORM.
RGR is not at fault and will not issue credits for the following:
In all RGR at fault spoilage situations - please follow the following steps to receive Credit.
All invoices are to be paid in full. RGR must issue a Credit Memo for any spoilage or Invoice discrepancy. All Spoilage and Invoice Discrepancies must be reported within 14 days of completion on order.