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Q: Are you a 'green' company?
A: We try! Out of respect for the environment, no unnecessary packaging is used.
Our items are shipped in recyclable envelopes or boxes. Large orders are shipped in recycled boxes. The only
paper included with the order is one business card (and
you can request that be omitted). We do not do paper mailings to our customers (we do e mailings,
but you can request to not receive them, and we never ever sell our lists).
We even recycle our empty thread spools to local kindergartens for art
projects!
Q: How much do I pay for shipping?
A: Shipping costs are calculated during the checkout process for orders
shipped within the United States. Please contact us prior to ordering
for orders being shipped to other countries as additional shipping charges may apply.
All orders are shipped via USPS.
Q: How can I pay for my order?
A: Online payments are made via PayPal. We have chosen PayPal as
it has been proven to be safe and secure. Using PayPal you can pay by
credit card or by e-check. If you would rather send a payment via
mail, please print down the order form and mail it to the address provided
with your check or money order. If you are having problems, just email
us (but never ever email your credit card information!).
Q: How long will it take to receive my order?
A: United States
Regular orders are delivered via USPS Priority Mail in 2 weeks.
Rush orders (+$10.00) of in-stock items are delivered via USPS
Priority Mail in 1 week. Express orders (+$30.00) of
in-stock items are delivered via USPS Express Mail in 2-3 business days.
A: International
Regular orders are delivered via USPS Global Priority Mail in 3 weeks.
Rush orders (+$10.00) of in-stock items are delivered via USPS Global
Priority Mail in 2 weeks.
Express orders (+$30.00) of
in-stock items are delivered via USPS Global Express Mail in 3-5 business days.
Q: Do I get a receipt for my order?
A: A receipt is emailed when payment is received - please be sure to
check this receipt to ensure the order was placed correctly. To save
trees, we no longer include a paper receipt in the package with the order.
Q: What if I have a question about my order either before
or after I place
it?
A: Contact us at
candace@spoolofdesign.com.
Q: What if spoolofdesign.com has a question on my order?
A: We will contact you via the email
address that placed the order (the same address used for the PayPal
payment).
Q: What if the spoolofdesign.com shopping cart isn't
working correctly?
A: Please contact us at
candace@spoolofdesign.com or
order@spoolofdesign.com and we will set up the PayPal bill for you.
Do not email your credit card information (to us or anyone else!).
Q: Can I return my item?
A: Items without embroidery can be returned. Items with non-custom
embroidery (such as "Bride") can be returned. Items with customized
embroidery (such as "Mrs. Smith Est. 05.14.05") cannot be returned, for
obvious reasons (unless we made a mistake with your order!). Please contact us ahead of time via email with any
questions. Be sure to check the sizing charts and order the correct
size. Items which are damaged during delivery will be replaced with
the exact same item (please do not ask us to change the size). To ensure
high quality of our products (both construction of the item itself and
embroidery), items are photographed prior to shipping.
Q: Would you ever substitute a brand on my order?
A: We often have trouble restocking the Hanes items on our site, so we
sometimes will have to substitute another brand for a Hanes order. We
don't have that problem with any other brand.
Q: Can I get something special that I do not see on your
site?
A: Of course! Just contact us at
candace@spoolofdesign.com to let us know what you are looking
for, and we will respond promptly. The more unusual, fun or funky, the
better!
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