Sticks & Stitches Customer Service

Ordering

We strive for prompt customer service. Most orders will be processed within 3 business days. However, made to order items and custom phone orders may take 3 to 4 weeks depending on our work volume. Customer satisfaction is very important to us. We take great pride in the workmanship of our hand crafted items. All our products are carefully inspected prior to shipping and we will gladly exchange any product that is defective. We must be notified within 5 days of your order receipt.

  1. If a quality problem should exist, we pay all standard shipping charges to replace defective merchandise. Merchandise must be received by us within 10 days for replacement or credit.
  2. Notification of returns or exchanges must be made within 5 days of receipt. Items must be in their original condition. Our errors will be corrected and shipped at our expense. However, we can not refund postage or shipping on any returns.

Shipping of Your Order

  1. Most product orders are shipped within 1 - 3 business days.  Online orders for made-to-order items including all curtains and valances, larger table runners and place mats we try to ship within 7 to 10 business days.
  2. Orders placed on a weekend will receive an order confirmation email, and your order will be processed on Monday morning. Most orders placed on weekends will ship on the next business day.
  3. Custom orders are accepted and done on a first come first serve basis and usually they will ship within 3 to 6 weeks, depending on our work volume.
  4. We only ship to US patron and US addresses.
  5. If your request an order to be shipped via UPS and you request an alternative delivery address through UPS after you receive a delivery attempt from UPS (United Parcel Service) an additional charge of $12.00 will be charged to your credit card used to place your order.

Payment Types Accepted

Listed below are the methods that we accept for payment

Visa, Master Card and Discover

At the present time we only accept Visa, MasterCard or Discover drawn on a US Bank through our secure shopping cart payment processing.

PayPal

Upon request we will process an order with payment requested through PayPal.

Money Orders

If you wish to make payment by money order you may either print the Mail Order Form or print the cart page and print your name, address, phone number and email address. Enclose a money order for the total amount listed on the cart page. Be sure to press the recalculate button to insure that your total is correct. Your order will be shipped when your payment has cleared only, no exceptions.

IMPORTANT:

Orders delivered to customer's confirmed credit card address only.
If ordering using a credit card, your home mailing address must match address on credit card when ordering, or your purchase will NOT be processed! We will ship to an FPO/APO via priority mail, but we do not ship to foreign addresses.

Order Delivery Methods

Our carrier of choice is USPS Priority Mail. Priority Mail service gives both our customers and us the ability track order shipments and insurance is included on all parcels that we ship. However, you can request that an order be shipped via UPS (United Parcel Service). If you request UPS as a carrier and the shipping charge is higher you will be charged the higher amount for shipping.

New York Residents will be charged the appropriate sales tax for the county in which the item or items are being delivered to. New York state requires sales tax to be collected on shipping.

Privacy Policy

See our privacy policy. Your personal data is kept strictly confidential. OUr shopping cart allows you the option to be added to our mailing list.

Payment Records and Receipts

After placing your order you will be sent two emails. One will be the sales receipt and confirmation that we received your order. Please save this confirmation and sales receipt email for future reference. We will need this information should a problem arise with your order. The second email is a UPS shipping notification when your order ships.

Refund and Return Policy

Customer satisfaction is important to us. All our products are carefully inspected prior to shipping. Returns must be received by us within 15 days from your receipt of the items to avoid a restocking fee. Please visit our return policy page for more information.