Gingko Thread Return Policy

Returns

Returns are accepted within 30 days of delivery for unused and unopened products only.

To qualify for a return:

• Products must be unused and unopened
• Products must be in original packaging and resalable condition
• Original invoice or order number must be provided
• Return requests must be approved by Gingko Thread before products are sent back

Non-Returnable Items

The following items are non-returnable unless they are confirmed defective or shipped incorrectly:

• Opened embroidery thread cones
• Opened bobbin boxes
• Used backing or stabilizer products
• Sample products or color cards
• Custom colors
• Private label products
• Custom packaging orders
• Clearance or final sale items

Color Variation Disclaimer

Minor color or dye lot variations may occur and are considered normal within industry standards.

Because colors may appear differently depending on lighting, fabric, monitor settings, and production batches, Gingko Thread cannot guarantee exact color matching between all orders.

Machine Performance Disclaimer

Embroidery performance may vary depending on:

• Machine condition
• Tension settings
• Needle type
• Digitizing
• Speed settings
• Operating environment

Customers are responsible for conducting proper testing before large production runs.

Damaged, Defective, or Incorrect Items

If you receive damaged, defective, or incorrect products, please contact us within 7 business days of delivery.

Please include:

• Order number
• Photos of the products and packaging
• Description of the issue

Once reviewed and approved, Gingko Thread may provide replacement products, store credit, or refund at our discretion.

Return Shipping

Customers are responsible for return shipping costs unless:

• The wrong item was shipped
• The product arrived damaged
• The product is confirmed defective

We recommend using a trackable shipping service for all returns.

Restocking Fee

Approved returns may be subject to a restocking fee of up to 15%.

Refund Processing

Refunds are processed after returned products are received and inspected.

Shipping charges are non-refundable unless the return is due to our error.

Order Cancellation

Orders may be canceled before shipment.

Custom orders, private label orders, and printed packaging orders cannot be canceled once production has started.

Contact Information