First, I should have searched their whole site for the cancellation policy (which because of its content I feel should be front and center on the home page) because you pay before submitting the order which should have been the first red flag; that's on me, MY BAD. The second red flag should have been that unlike most every other embroidering site that allows you to create your own wording, font choice, be able to change font, color, size, etc. all on their site for no charge; this one doesn't. They have three blank boxes you fill in, a font choice which isn't shown when you fill in the space, you just see block letters and then submit. Now mind you, you can't submit it until you pay for the whole order after which you're sent an email sample to confirm or change anything but you've already screwed yourself if you want out. Who in their right mind though would expect a $25 or 25% (whichever is greater) cancellation fee. To me that's about as close to extortion as you can legally get. Through their magnanimous offer though I got a reduced 15% fee. On a $450.76 order I was charged $60.26 (still way more than a $25 fee) for some office or warehouse worker to return 48 caps to a bin that probably took all of 20 minutes. I can only comment on what I feel is a really bad business plan because that was my experience. How their product quality or product service after the sale is I don't know because I didn't purchase from them. So as I said in the title box; if you do business with this company MAKE VERY SURE YOU WANT THE PRODUCT otherwise be prepared to bend over and grab your ankles. The photo is of the computer generated sample I was charged $60 for. Tip for consumers: Stay away unless you're absolutely sure of what you want. There are many other consumer/user friendly embroidering companies out there who won't take advantage of or hold you hostage to get money for nothing from you.