Shipping and Return Policy
Q. What Shipping Methods do you Offer?
A. All our orders are shipped with Canada Post. If you select Canada Post Letter Mail the order is shipped via the mail system and will not have a tracking number. We will NOT be responsible for items gone missing if you choose this method. If you select an Expedited service an email with a tracking number will be sent so you can track the order online on the Canada Post website. If your order states TBD or $0.00 as the shipping price you will receive a second invoice with your shipping costs. This second invoice will be your new total.
Q. Do you ship Internationally?
A. Yes, we ship internationally depending on the country. If your shipping cost states TBD, $0.00, or "Shipping costs will be calculated" then the shipping rates for your order must be calculated manually. Please note that if you choose "surface mail", your order may take up to 3-4 months to arrive and will not have a tracking number. We will NOT be responsible for items gone missing if you choose this method. We are also not responsible for any customs fee, duty fees, or delays due to customs.
Q. How do I Calculate Shipping Costs?
A. Shipping costs are calculated based on the product weight and the destination of the order. Shipping rates will be displayed during the checkout process.
Q. Which shipping method should I select?
A. Delivery times are based on the destination of the order and the carrier you select. Please note that selecting a faster shipping method DOES NOT decrease our processing time.
Canada Post Letter Mail - Orders are shipped through the Canada post mail delivery service and may take up to two weeks for delivery. There is no tracking number available for this option, and Stitch-it Central is not responsible for orders lost or stolen using this shipping method.
Expedited services - This option will arrive in 2- 8 business days (remote areas add 7 days) and a tracking number will be sent via email.
Q. Will I receive a tracking number with my order?
A. Orders shipped with the Expedited Parcel services will receive a tracking number via email. Order shipped via the Canada Post Letter Mail service will not receive tracking numbers.
Q. Will orders with multiple items ship together or separately?
A.We will typically only ship orders that are complete...if you wish for items to be shipped separately when available, separate shipping charges will apply.
Q. Delivery Address
A. Please note:Stitch-it Central is NOT responsible for packages that are damaged, stolen, or left at the wrong house by any of the shipping carriers. Please prevent these problems by insuring you have the correct ship to address and ship to a location where someone will be available to sign for the package. We are not be liable for any packages that arrive late due to shipping problems that arise with our couriers and the Canada Postal System, war, terrorism attacks, or "Acts of God" such as earthquakes, floods, hurricanes, snow storms, etc.
Q. Can Merchandise be Returned?
A.We want your shopping experience at Stitch-it Central to be enjoyable, and for that reason we are happy to honour any reasonable return request, or if an item is damaged. When you receive your order, please inspect it carefully to ensure that all items meet your expectations. If you are not satisfied, please contact us within 15 days of receiving the order. We cannot accept returns after 15 days. Items must be in their original packaging (unused) to be accepted for a return. Please note, we cannot accept returns for marking tools/ pens, needles, Charts/ Patterns, Kits, yarns, sale items or any Cut Fabric.
Please do not return items without an authorization number.
If an exchange is requested, the items must be shipped back at the customer’s expense and must be received by Stitch-it Central, prior to the replacement items being shipped back.
IMPORTANT: Please make your selections carefully. Due to copyright laws and agreements made between retailers and designers, books, leaflets, charts or kits cannot be returned.
Q. What if I received my order, but some items are damaged or missing?
A. Please inspect all items carefully when you receive your order. If there is any damage or items missing, please call us at 519-601-5901 at your earliest convenience, but no later than 15 days after the package was received. Keep the original box, packaging materials, as well as any paperwork that came on or in the box. We may request that you email us a digital photograph of the damaged box and/or items.
Q. How do I Return Items?
A. Please contact us at [email protected] . Unauthorized returns will not be accepted unless we are notified first.
Carefully repack the items and send the package to us with shipping pre-paid by you to the address:
1161 Hamilton Road East
Upon receipt of the product we will credit you for the merchandise and taxes only. We recommend using a shipping service that will provide a tracking number. Products damaged or lost during return shipping will not be refunded. Shipping and processing charges will not be refunded. Allow 5 to 7 business days for your return to be processed.
Q. Do you charge a Restocking or Cancellation Fee?
A. Orders or items that are cancelled after they have been placed, by no fault of ours, will be charged a cancellation fee at a rate of 10% of your overall order and will be automatically deducted off your refund. This helps to cover the time spent processing your order, and items that may have already been ordered that need to be put back on the shelf.
For returned items, a restocking fee will be added to the order. The Cancellation/restocking fee is based on the 20% of the cost of the return or cancellation value before taxes (not including shipping), and will automatically be deducted from the amount that is refunded to your original payment method. The customer, however, can opt to take the full refund as a store credit instead.
Q. Refused Orders and Undeliverable Orders
A. If a delivery is refused for any reason, or considered undeliverable due to an invalid shipping address entered by the customer, extra shipping charges will be charged. Please proofread your order before finalizing.
Q. How long before I receive my refund?
A. After we receive the return and inspect the package the credit will be processed in 5-7 business days. Please allow adequate time for you banking institution to process the credit card. Refunds due to cancelled orders are also processed at the time of shipping your order, but are usually done within 2 weeks of your original order date.