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    Frequently Asked Questions

    Q. How do I check the status of my order?

    A. Stitch-it Central ships all orders as soon as possible but we understand you may want to check the status of your order at any time. Please feel free to email us at [email protected].

    Q. What if I can't find what I am looking for?

    A. The website carries most of our products however there are items that we may not have listed that you would like to purchase. Please email us at [email protected] and we would be glad to help you find the product you are searching for.

    Q. How do I Add Items to my Basket?

    A. When you find a product you like, click on the image to see more details of the product. Many products have a choice of colours or styles to choose from. When you have selected the appropriate options enter the quantity you would like to order and click the "Add to Basket" button to add the product(s) to your shopping cart. The product(s) will be added, you will be taken to the basket screen and from here have the option to purchase more of this item, continue shopping, or checkout.

    When you view your basket you can change product quantities or remove items.

    When you are completely satisfied with your order, click "Checkout" to begin the checkout process. This will take you to our secure server where you can enter your payment and shipping information. All transactions are encrypted for your security.

    Q. How do I Place an Order?

    A. Orders can be placed by using our secure on-line shopping basket or can be phoned in. To place on order online enter your bill to and ship to addresses, your payment option, shipping option, and payment information. You will then be asked to confirm your order and a copy of the invoice will be sent to your email address. Orders can also be placed by phone or by downloading our fax form and faxing the completed for to us.

    If you have any questions about ordering, please contact us by e-mail.

    Q. Can I place Telephone Orders?

    A. Telephone orders can be placed by calling our local number 519-601-5901, but please note that phoned-in orders do take longer to process due to their manual entry and because they require extra confirmation.

    Q. What Taxes are added to my order?

    A. Sales tax for products ordered on this internet site are based on the applicable federal and provincial sales tax rate of the location to which the order is being shipped. Taxes will be added during the checkout process.

    Orders shipped to:

    • Ontario are charged H.S.T.
    • New Brunswick, Nova Scotia, and New Foundland are charged H.S.T.
    • All other provinces are charged G.S.T

    Orders shipped outside Canada are not charged tax from our website but there may be taxes due when the order clears customs. We are not responsible for taxes that are due when items clear customs.

    Q. What are my payment options?

    A. We accept Visa, MasterCard, American Express and e-cheque through the secure PayPal website. You are NOT required to have a PayPal account to place an order through PayPal. We also accept check and money orders. Your order will be processed and shipped once payment is received and cleared.

    Q. Do you offer/accept loyalty rewards points?

    A. As of July 21st, 2020, we no longer offer loyalty/rewards points on purchases. Existing points balances belonging to active accounts will be honored. Active accounts are defined as having been logged into the account within 6 months.

    Q. How can I redeem my loyalty rewards points?

    A. If your account is active and you have a points balance that you’d like to redeem, they can be redeemed in checkout. Points may be redeemed on orders of $100 or more, up to $10 of point redemption per order.

    Q. Do you offer gift certificates?

    A.We do offer gift certificates in a range of values. Our automated gift certificate system is currently down. You can still purchase one, and they can still be redeemed, but you must call the store to do so. Click here for our contact information. We appreciate your continued patience as we work on correcting the system.

    Q. What does "verify my order" mean?

    A.Before you submit your order in the checkout, double check to ensure you've purchased the right quantities and amounts, that you've included everything you need, and that you've entered the correct address for shipping (if applicable). If you aren't sure about something, we recommend signing in and using the Wish List feature to save your cart for later. You can also chat or call the store to speak with an associate for further help before completing your order.

    Q. Why can't I change my order once submitted?

    A.To provide you the best possible shopping experience and customer service, we begin processing your orders as soon as they are submitted! That means we may have already begun cutting fabric, pulling products off the shelves, and placing orders with suppliers by the time you contact us. Because of this, it is extremely expensive to make changes to orders. In order to keep costs as low as possible for you, we don't accept changes to orders. We encourage you to verify your order before submitting it.

    Q. Why do you charge a cancellation fee?

    A.Similar to making edits to orders, we often begin processing immediately upon receiving them. Unfortunately, due to an increase of customers placing, cancelling, and re-placing orders, we have to charge a 15% cancellation fee. This fee helps to recover the cost of fabric that can't be resold, and administration costs associated with restocking and cancelling orders with suppliers. The fee is based on the subtotal of the order you're cancelling, and the the fee will be withheld from the amount you are refunded upon cancellation.