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Customer FAQs


What is name drop?
Name Drop is our way for you to customize our designs. We've specially created designs where you can personalize with a name, city/town, state, location or favorite place. Name droppable designs are marked with an icon. There is a $3.00 charge to personalize with name drop.

How do I add a name drop to a product selected?
You'll be able to personalize the product with a Name Drop the on the product detail page when ordering. You will be asked to specify your personalized text as it should appear.

How can I order more than one piece of the same item, each with different Name Drops?
If you would like to order multiple items and wish to Name Drop each one differently, provide the Name Drop and add to your Cart one at a time.

I want to use my artwork on your products. What format should I upload?
Always upload your image at maximum quality. Acceptable graphic formats are:

• Vector: SVG, AI, EPS at 10x10 in. (recommended).

• Pixel: PNG, JPG (recommended) at min. 2000x2000 pixels, at 200 dpi.

• PDF 

If your artwork is RGB, we need to render the color scheme from RGB to CMYK. This may lead to slight color variations. There is a $5.00 charge for custom artwork to be printed.

How can I cancel my name drop order?
After placing your personalized order we will email you to confirm the details. Once you confirm everything is correct, your order is non-refundable. Please note that upon final approval of your personalized order, we cannot accept returns due to any and all errors (such as misspelled words etc). By approving, you accept responsibility for the information and layout as shown. If errors are discovered after approval, we are required to charge for a reprint.

Can I order apparel sizes not shown on the site?
f you do not see the size you are looking for, that product is most likely not offered in that size. But you can always contact us and we'll see what we can do to help you find the right size!

Product Care Information:
Each of our items on the product view page contains washing instructions.


What is the turnaround time for an order?
Each of our products are handmade; the turnaround time will vary based on quantity and product availability. Our average production time is 5 to 10 business days.

What payment methods do you accept?
Visa, MasterCard, American Express and Discover Card. 

It is important to double check your address information when placing an online order. Please ensure your billing address is the same address connected to your credit card. If your billing information does not match your order it will not be processed.

For all orders a pre-authorization charge is requested from your bank in order to verify funds. Once an order is submitted, the authorization places a hold on your account for the entire amount of the order, or in some instances larger as it may not reflect any discounts. These funds are held temporarily and will not be posted as an actual charge until your order is complete. Once the merchandise ships, your credit card will be charged and the hold is removed. If your order is not completed for some reason, this pre-authorization charge will automatically be removed from your account.

What is the return policy?
As we are a custom business we do not accept returns or exchanges. Our goods are handmade and may have slight variations and are specifically made for each customer.

Do you collect sales tax?
Yes, we do collect sales tax as mandated by the government 

How can I cancel my order?
To cancel your order, please contact our customer service department with your order number. Please keep in mind that there is a limited amount of time before your order ships out. We recommend calling for fastest service. If the order has been processed, there is no refund.

How can I change an order?
If you have already completed an order, you cannot add an additional item or alter an item on your order. You can place a second order, or cancel your initial order and place a new order. To cancel an order, contact our customer service department. We recommend calling for fastest service.

How can I check the status of my order?
Log into your account to check the status of your order

Is Gift Wrapping available?
At this time we do not offer gift wrapping services.


How do I contact customer support?

To better serve you, a customer service representative is available by phone M-F 9:00 AM - 5:00 PM EST at (516) 561-9190 or by email at

How do I create an account?

To create an account, fill out the information required, which includes your email address and a password. The password should be between 6 – 20 characters. "Create your account" by accessing My Account in the bar at the top of any page.

Forgot login/password?

If you do not remember your password, don't worry, just use the "Forgot your password?" link and new random password will be send via email. You can reset your password at any time by logging into My Account.

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Years ago I discovered you in a showroom and fell for your great towels. You guys were way ahead of your time with the best towels 20 years ago!

-- Felicia, Playa Del Rey, CA

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