Shipping and Return Policy

Q. What Shipping Methods do you Offer within Canada?

A. We offer a variety of shipping methods to ensure you receive your order the way that works best for you. Unless otherwise specified, all of our tracked shipping methods include a tracking number, which will be emailed to you once your order has been shipped from our location:

In-Store Pickup: Local customers can select “Pick up at the store.” This option is free, but please wait for the email notification that your order is ready before coming to collect it. If you’re unable to pick up your order yourself, you’re welcome to have someone else collect it for you. They just need to know the name the order was placed under.
Ground Shipping: We will use either Canada Post, UPS, FedEx, Canpar, or Purolator. Packages are left at the door if the delivery driver deems it safe; no signature is required.
Canada Post Expedited: Ideal if you prefer that the driver does not leave your package unattended. The driver will attempt delivery or place the package in your community mailbox. If delivery is unsuccessful, your package may be taken to a Canada Post depot for pickup.
Canada Post Lettermail: A low-cost option, but please note that Lettermail does not include tracking. Lettermail also has a weight limit and a maximum order value of $20. We are not responsible for packages that are lost or stolen using this method, so we recommend choosing a shipping method with tracking whenever possibleif you want extra peace of mind.
UPS: Tracked shipping (no signature required). The driver may leave the package at your door if they consider it safe.
Shipping costs will be calculated: This means we need to manually calculate the shipping for your order. In this case, we’ll contact you with a shipping quote before processing your order.

Q. Do you ship Internationally?

A. We ship to many countries! Simply add items to your cart and enter your shipping location to view the rates available in your shopping basket. If your country isn’t listed, please contact us — we may be able to add it manually.

Please note that some countries may charge additional duties, taxes, or fees upon delivery. We recommend checking with your local customs office for details, as these costs are the responsibility of the customer.

If your shipping cost shows as TBD, $0.00, or “Shipping costs will be calculated,” it means we need to manually calculate the shipping for your order. In this case, we’ll contact you with a shipping quote before processing your order.

Important Notes:
If you choose Canada Post Surface, please be aware that delivery may take 3–4 months and no tracking number is provided. We are not responsible for lost or missing items using this method.
We are not responsible for any customs fees, duty charges, or delays caused by customs inspections.

Q. How do I Calculate Shipping Costs?

A. Shipping costs are calculated based on the weight of your order and the destination. You can easily estimate your shipping rate by adding items to your cart and entering your shipping location in the shopping basket. Shipping costs will also be displayed during the checkout process before you complete your order.

Q. What does Canada Post "Do Not Safe Drop" mean?

A. Canada Post’s “No Safe Drop” means the delivery driver will not leave your package unattended at your door. Instead, they will either hand-deliver it to you, deliver it to your community mailbox, or leave a notice for you to pick it up at your local post office.

Q. Will orders with multiple items ship together or separately?

A.We typically aim to ship your entire order together so you receive everything at once. If some items are on backorder or unavailable at the time of picking, we will notify you by email. At that time, you can choose to wait for all items to be available and shipped together, switch the backordered items to other products we have in stock, or remove the unavailable items from your order and receive a refund for those items.
If you prefer, we can split your order and ship the available items right away; however, separate shipping charges will apply for multiple shipments.

Q. Incorrect Delivery Address, Refused & Undeliverable Orders

A. If a customer enters an incorrect or incomplete shipping address and the order is returned to us, the customer is responsible for paying the shipping charges to have the order resent to the correct address once we receive it.
If a customer refuses a package for any reason, or if the order is deemed undeliverable due to an invalid shipping address provided at checkout, the order is considered lost and will not be refunded.
Customers may contact us to update their shipping address up until the shipping label has been printed. After that point, we are unable to cancel or modify the shipment.
Please note that we are not responsible for packages that are lost, damaged, stolen, or delivered to the wrong address if the customer has entered an incorrect or incomplete address during checkout.

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 or contact us 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. Returns and Exchanges

A. We want your shopping experience at Stitch-it Central to be enjoyable! If you’re not completely satisfied with your order, we’re happy to honour any reasonable return request or assist you with items that arrive damaged.
Please inspect your order carefully upon receipt to ensure all items meet your expectations. If you’re not satisfied, contact us within 15 days of receiving your order. We cannot accept returns after 15 days. Items must be unused and in their original packaging to qualify for a return.
Please note that we cannot accept returns on the following items:
- Marking tools/pens
- Needles
- Charts/patterns/Kits
- Yarns
- Sale items
- Any cut fabric (Needleart and Quilting)
Important: Due to copyright laws and agreements with designers, books, leaflets, charts, and kits cannot be returned.

How to return an item:
Please contact us first to obtain an authorization number before returning any items. Unauthorized returns will not be accepted.
Carefully repack the items and send the package (with shipping prepaid by you) to:
Stitch-it Central
Returns Department
1161 Hamilton Road East
London, ON N5W 1B1

Upon receiving the returned product in acceptable condition, we will issue a refund for the merchandise and applicable taxes. Shipping and processing charges are non-refundable. Products that are damaged or lost during return shipping will not be refunded, so we recommend using a shipping service that provides a tracking number.
Please 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, may 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 may 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.