** SHIPPING INFORMATION **
*We ship with UPS.
*We ship by weight so that we can provide the most cost effective option for our customers. We ship 4 days a week, Tuesday thru Friday. Large Rug Hooking kits or kits that request cutting may take a couple extra days to process.
*We DO ship internationally and we use a third party order processor who provides your country's currency for our products. During checkout all shipping, duties and taxes will be figured into your total.
*At the time of shipping, an email is automatically sent updating your order status and will provide your tracking number. If you do not receive this email please check your spam folder.
*Please make sure that your email address is entered in correctly when placing an order or you will not receive an invoice or shipping notification.
*We cannot take special instructions for your mail carrier. Arrangement for delivery to your property should be made with your local carrier.
*For shipping quotes for an item, please place that item in your cart, enter in your address and shipping quotes will be available.
*We cannot add to an already completed order, if you would like to add an item please place another order and we will do our best to combine the two orders and refund any shipping due.
*We do not do exchanges. If you have mistakenly ordered an item or do not like an item, please send it back to us within 14 days with your order number and we will refund you for that item, then you can place another order for the correct item.
*Orders are shipped in the order they are received. If for some reason your order has not shipped there is a good reason, we may need to draw a pattern or dye a special piece of wool or may be waiting for product to arrive. We do have an inventory system but sometimes things slip through the cracks. If an item will take more than 4 days to ship we will contact you to let you know.
*We can no longer combine orders placed on the same day and refund for combined shipping. Please be sure that you have ordered everything you need in the one order. If you place two orders they will be shipped individually as received.
**Returns**
*We have a 14 day return policy (sale items may differ). No returns will be accepted after that time. If we have made an error with your order, please notify us and we will fix the error. We are human and do make mistakes but we need to know in a timely manner. If you have ordered incorrectly, please send the item back within the 14 day period and we will refund you. Items return must be in new condition to receive a refund. If an item has been open and tampered with there will be a 25% restocking fee.
*Dies and plastics that have been used cannot be returned or exchanged
*Thread and patterns may not be returned.
To make a return, please email us at otfquestion@gmail.com with the following information:
Order Number
Item you would like to return
Why you would like to return item
Thank you!