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Ordering Information

SHIPPING UPDATE: On January 22, 2017, the US Postal Service once again raised rates on stamps and shipping costs. The average rate increase for packages is 4%. Unfortunately, this means that we had to raise our shipping prices as well. Shipping now starts at $6.75 and goes up depending on where you live.

How to order: All orders must be placed through our website and paid for with a credit card or PayPal. We have a $3.00 order minimum (before shipping). To offer the lowest possible prices, our products are sold online only; we do not offer a printed catalog. Orders cannot be changed or canceled after being submitted; please be sure you are happy with what you are ordering.

Out of stock items: Our website is updated daily to ensure that all products listed are in stock. Rarely, a product that is listed as available will be out of stock, due to the high volume of orders of that item on a particular day. If this happens, we will notify you before shipping your order. You will have the option of receiving your order minus the out of stock item or canceling your entire order. If you ordered items that we regularly re-stock and we are able to get those items from our supplier, we will special order them for you and ship your order when they arrive. This may take as long as one week.

Available quantities: All items clearly state how many of that particular item are in stock. If you order more than the amount listed as being in stock, your order will be shipped with as many items as we have and your purchase price will be adjusted accordingly.

Discounts: If you have a coupon code, please enter it at checkout. If the code is valid, your discount will be reflected after you click on the "recalculate" button.

Payment: Payment can be made with credit card by Visa, MasterCard, Discover, American Express, Diners Club, or JCB. We also accept PayPal. Sorry, we cannot accept debit cards unless they bear a Visa or MasterCard logo and can be processed as a credit card. The charge on your card will be from Carrie's Creations Inc of Brutus, Michigan. Our website features industry standard secure ordering. Please note, we MUST have your telephone number in order to process your card - this is something our credit card processor requires of us. We do not use your phone number for any other purpose; if we need to contact you about your order we will do so through email. We will only call if there is a problem with your order and you do not respond to our email.

Processing Time: Orders are normally shipped within 2-3 business days after payment is received. We do not ship on Saturdays, Sundays, or US holidays. If you order more than what we have in stock, and we are able to get those items from our supplier, we will special order them for you and ship your order when they arrive. This may take as long as one week.

Shipping to the US: When you check out you will be asked for your shipping zone, and your total will be calculated for you. Each zone has its own flat rate shipping price. So the amount of items you order does not matter, only your location. Once you have chosen your location, your shipping price will not change if you add or delete items from your cart. If you select a different zone than what you live in (such as choosing zone 1 when you are really in zone 5), we reserve the right to charge your credit card the additional shipping amount, or to request the difference from you if you paid with PayPal. Please note that we cannot ship to APO/FPO addresses. This is the map you will see at checkout:

Shipping to Canada: Orders to Canada are shipped by either US First Class Mail or International Priority Mail; the customer chooses which they prefer. You can view your shipping charges in the shopping cart before completing your order. Do not be alarmed if you order only one or two charts and the First Class shipping is as high as $15 or more; it will probably only cost $10 or so. The way our shopping cart is set up, shipping charges for Canadian orders are based on the total dollar amount of the order. This is more accurate than if it was based on the number of items in the order. However, sometimes the cart will charge you substantially more than it actually costs us to ship, especially when you order high priced items that don't weigh very much. If you are charged much more than the actual cost of shipping, your credit card will be issued a refund. You do not need to ask for this; it will be applied automatically. Please allow several days to see the credit issued on your account.

Shipping to Other Countries: We ship to Australia, New Zealand, United Kingdom, Netherlands, Norway, Sweden, Finland, Poland, and Hong Kong. International shipping charges vary based on location and order size. You can view your shipping charges in the shopping cart before completing your order. International orders are shipped through the US Postal Service, starting at $26.50 for most countries.

Shipping Address: It is your responsibility to see that the shipping address you provide us is correct. If you provide us with the wrong shipping address and your package is returned to us as undeliverable, you have two options: we will either refund your purchase price minus the actual shipping charges (if your order cost more to ship than you were charged); or you can have the package re-sent and pay the postage again. Orders in the US are charged a flat rate; however, it often costs us more than that to ship the order. If, due to the weight of your package, it costs more to ship than what you were initially charged, we will pay for the additional postage the first time around but not the second.

If you provide an incorrect shipping address and your package does not make it back to us, you will not be eligible for a refund of any kind. We cannot refund the cost of the products or shipping if the package was delivered to someone else due to your typing error. Please double-check your address before submitting your order!

Shipping Restrictions: WE CANNOT SHIP TO ANY OF THE FOLLOWING:

  • Military APO/FPO addresses (the weight restrictions, item restrictions, and customs forms are simply too much to deal with at the present time)

  • Correctional Facilities  (Prisoners are not allowed needlework items at most facilities. The package will be returned to us, and generally not in a re-salable condition, which means you will not be entitled to any kind of refund).

  • Mexico

  • France

  • Italy

  • Greece

  • South America (all countries)

  • Central America (all countries)

  • Russia

  • Indonesia

  • Malaysia

  • Africa (all countries)

  • The Middle East (all countries)

DMC floss cannot be shipped outside of the US and Canada, per DMC's policy.

Returns: We accept returns on some of our products, but not all. We cannot accept returns on books, leaflets, or magazines. We have adopted this policy to ensure that the hard working designers receive payment for each item they sell, and we want to discourage people from purchasing items simply to photocopy them and then return them. Please make sure that you are happy with the items you have chosen before ordering them. Thanks for understanding!

DMC floss, JP Coats floss, Kreinik threads, and custom cut fabrics are non-returnable.

We will be happy to accept returns on unopened: kits, needles, beads, treasures, fabric, sealed threads, and all other pre-packaged items.

Return shipping costs are the responsibility of the customer, and we suggest insuring your package to ensure that it arrives safely. We are not responsible for packages that are lost or damaged in transit.

Initial shipping charges from us to the customer are non-refundable. Orders in the US are charged a flat rate; however, it often costs us more than that to ship the order. If your order cost more to ship than you were charged, you will be charged the actual amount it costs us to ship the order.

If you need to return an item(s), please email us at orders@crossstitchers.com to receive a return authorization number. In your email, include your shopper ID (order) number as well as the name which the order was placed under and let us know which of your items you need to return. We will give you a shipping address and return authorization number which you will need to put on the outside of your package. We do not accept returns without prior authorization.

Customer Service: If you have any questions about an order you have placed, please email orders@crossstitchers.com and be sure to include your shopper ID#. Please do not email us asking to ship to a specific county! We only ship to the US, Canada, Australia, New Zealand, United Kingdom, Netherlands, Norway, Sweden, Finland, Poland, and Hong Kong.

The charge on your card will be from Carrie's Creations Inc of Brutus, Michigan.

 

 

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