Quick answers to common questions.
Can’t find what you need? Contact us — a real person will get back to you within one business day.
Placing your order
How do I place an order?
Add items to your cart and check out online, or call us at 1-877-689-6802 if you’d rather place your order by phone. For large or recurring orders, send us an inquiry and we’ll set you up with a quote.
Do I need an account to order?
No — you can check out as a guest. But creating an account makes reordering faster, lets you track shipments, and saves your invoice history.
Can I get a quote for a bulk or wholesale order?
Yes. Email info@sunwayembroidery.com with your machine model, the items you need, and approximate quantities. We’ll send pricing within one business day.
What payment methods do you accept?
Visa, MasterCard, PayPal, and Stripe. For established wholesale accounts, we can arrange other terms — just ask.
Shipping & delivery
Where do you ship from?
We have warehouses in Toronto, Ontario and New York, USA. Your order ships from whichever location is closest to you.
How long does shipping take?
Most orders within Canada and the U.S. arrive within 3–7 business days. We process orders the same or next business day in most cases.
Do you ship outside North America?
Our main markets are Canada and the U.S., but we do ship internationally on request. Contact us with your shipping address for a quote.
How do I track my order?
Once your order ships, you’ll get an email with tracking info. You can also check status anytime at Track Order.
Machine compatibility
Will your hoops fit my machine?
Most likely yes — we make hoops for Tajima, Toyota, Brother, Melco Amaya, Barudan, Happy, and SWF machines. Each product page lists the compatible machine models and arm widths. If you’re not sure, email us with your machine brand and model and we’ll confirm before you order.
What if I order the wrong size?
No problem. Return it within our return window and we’ll exchange it for the correct size. See Shipping & Returns Policy for full details.
Can I get custom hoops for an unusual machine?
Sometimes — depending on the machine. Send us your machine specs and we’ll let you know what’s possible.
Returns & exchanges
What’s your return policy?
If a product doesn’t work with your machine, you can return or exchange it. Full details on the Shipping & Returns Policy page.
Do I pay return shipping?
For defective items or our error, we cover return shipping. For other returns, return shipping is the customer’s responsibility.
How long do refunds take?
Once we receive the returned item, refunds are processed within 3–5 business days to your original payment method.
Wholesale & trade accounts
Do you offer wholesale pricing?
Yes — embroidery shops, apparel decorators, and resellers can qualify for volume pricing. Email info@sunwayembroidery.com with your business name and typical order volume, and we’ll send our trade pricing.
Can I set up a recurring order?
Absolutely. Many of our long-term customers order the same items every few weeks. Let us know what you need and how often, and we’ll make it easy.
Still have questions?
We answer compatibility questions all day. Call or email — no question is too specific.