If you need to contact us for any reason, we are available Monday through Friday, 9:30am to 5:00pm Pacific.
We offer you our best and stand behind our products and service 100%. If you have a problem with a pattern (part of it is missing etc...) please let us know immediately and we'll do our best to rectify it. PLEASE BE AWARE THAT THESE ARE PATTERNS! THEY ARE NOT IRON-ON TRANSFERS, PRE-PRINTED FABRIC (UNLESS STATED), PRE-EMBROIDERED FABRIC, FINISHED QUILTS, OR PROJECTS!
We ship all of our products via USPS mail, either First Class or Priority Mail depending on your order's total weight, which in the U.S. will usually get your package to you within 2 to 4 business days. You will be contacted about additional shipping charges if your order must be sent in a box. We will not be held responsible for packages damaged or lost in transit. Occasionally packages can be held up in customs for up to 4 weeks before they are delivered. We pride ourselves on getting your order mailed as soon as possible and cannot be held responsible for the delay. We do everything in our power to ship your order out within 1-2 business days!
Your information is safe with us. We are committed to protecting your privacy. We do NOT share personal customer information with anyone outside our company, other than what is necessary to process your order (secure credit card validation and shipping information). If you choose to register for email updates from us, we will be happy to keep you on our email list. This list is maintained by us and not sold. Other information such as your telephone number, address, and credit card number is used only by us to process and fulfill your order.
We cannot accept returns on any printed material, cut fabric, or cut trims for obvious reasons, Please call us before returning any products. Items must be returned/exchanged/refunded within 30 days or the original order date. You will not be refunded charges or shipping charges on returned products without prior authorization. Once again, PLEASE BE AWARE THAT THESE ARE PATTERNS! THEY ARE NOT IRON-ON TRANSFERS, PRE-PRINTED FABRIC (UNLESS STATED), PRE-EMBROIDERED FABRIC, FINISHED QUILTS, OR PROJECTS!
Currently, we only have to collect sales tax on orders shipping to customers in Washington state. Taxes are determined by the shipping address of your order and we try to be as accurate as possible to charge the correct rate for your address.
Most of the embroidery floss we recommend is colorfast, but occasionally problems can occur in their manufacturing that may cause even a colorfast floss to bleed. If you want to be absolutely sure about the colorfastness of your floss, wet it thoroughly, place it on a clean white piece of fabric, and press it with a hot iron until it's dry. If any color has transferred you may need to soak your floss in a water/white vinegar solution or Retayne. Some people who have had floss bleed have been able to remove the stains with a Dye Magnet. Cosmo embroidery floss is colorfast however, and to this point, we've never had any problems with it.
If you are a shop that would like to inquire about setting up a wholesale account, please contact us by phone or email. We will need your re-sale ID# at that time. To be able to place wholesale orders through our website, please create an account, then contact us with your information and we can switch your account from retail to wholesale. We also offer an email newsletter that announces our new designs, sneak peeks, and supply information for new products. We have no minimums, and ship all weekdays.