Unfortunately there is not anyone to talk to "on the spot". This store operates after-hours, and is located in British Columbia which is Pacific Standard Time. Orders are cut after 5 p.m., which means most other places in the world are hours ahead of us and it is not a convenient time to call. We do have a phone to leave a message but these get answered much slower than an email, which will be answered during the day and usually within 24 hours.
Yes. Our virtual shopping cart only allows for multiples of 1. We know that you may not need a full yard so we have worked around this by offering multiple size options. If you order multiples of the same fabric, we will try to cut the accumulation of the same product.
Pre-cut options are cut to the sizes indicated, and cut using a commercial fabric cutter from a template.
There are two possible reasons for why an item is missing from your order:
A good rule of thumb is to always double check that the shipping information you entered on your order is correct. Not including the unit # of E,W,N or S on the address, can all result in the shipment being returned to us.
If it was, and you have not received your tracking information, please contact us to make sure the order has been processed and shipped. If you can see on your tracking confirmation that it was delivered to the post office but there is not further tracking information available, it is because your parcel is still in transit to the next destination and no further information is available. Once the parcel leaves our store, we do not have any more information available to us than is available on the shippers website.
If the information you entered was incorrect, our normal policy is to wait until the parcel is returned to us since we “cut” most of our products. You will be responsible to pay to have the order shipped back to the correct address. If you need it sooner than later, please place another order and once we get the first parcel back, we will refund you for the fabric portion of the order. If it never does not get returned, no refund will be given.
Not all shipping comes with a tracking number. We offer cheaper, not trackable shipping to help save on shipping costs. If you have purchased a Small Packet shipping option such as Airmail, that does not come with tracking. If you have, your completed order confirmation will include your tracking number. It will also be available to look up under your order details on our website after it has been shipped.
Return policy applies to International orders as well. Please read our Return and Refund policy.
Yes, most definitely. Again, if the error was ours, we will pay for the return and to reship a new item. If you have simply changed your mind, we will be happy to replace it, but the shipping costs will be charged for. Please read our Return and Exchange Policy.
All returns are to be approved via email first. Please review our Return and Refund Policy as not all items can be returned. Since most of them are cut to order from a bolt. It is much like buying from your local fabric store.....they do not offer returns on cut fabrics either, unless the product is not what was described or the fabric has flaws or imperfections.