Sage and Silky – Frequently Asked Questions (FAQs)
1. Order and Shipping
Q: When will my order ship?
A: Orders for in-stock items placed by 1pm ET generally ship within 1-3 business days. Orders placed on Fridays, weekends, or holidays start processing the next business day.
Q: What shipping options do you offer?
A: We offer:
- Free Shipping for U.S. orders over $53.
- Guaranteed Shipping for orders under $53 with a flat rate of $4.99.
- International Shipping to select countries: New Zealand, Italy, Spain, Sweden, France, Norway, Switzerland, Germany, Australia, Canada, and the United Kingdom.
Q: How can I track my order?
A: Once your order ships, you’ll receive a tracking number via email. Use this number to track your package’s delivery status through the carrier’s website.
Q: Do you ship to P.O. boxes?
A: We do not ship to P.O. Boxes. Orders with a P.O. Box address may be canceled.
2. Digital Products
Q: Do you offer digital crochet patterns?
A: Yes! We offer a selection of crochet patterns in digital format, available for immediate download upon purchase. These patterns provide easy-to-follow instructions for all levels, from beginners to advanced crocheters.
Q: How do I access my digital download after purchase?
A: After completing your purchase, you’ll receive an email with a download link to access your crochet pattern. You can download and save the file to your device for future use.
Q: Are digital products eligible for returns or exchanges?
A: Due to the nature of digital items, crochet patterns and other digital downloads are non-refundable. Please review the product details carefully before purchasing.
Q: Can I share my downloaded pattern with others?
A: Purchased digital crochet patterns are intended for individual use only. Sharing or redistributing digital patterns without permission is prohibited to protect the rights of our designers.
3. Returns and Exchanges
Q: What is your return policy?
A: We accept returns within 30 days of delivery for unused and undamaged physical items in original packaging. Digital products, like crochet patterns, are non-refundable. For full return details, please visit our Returns Policy page.
Q: How do I return a physical item?
A: To initiate a return, please contact our Customer Service team with your order number and reason for return. We will provide instructions and any applicable return shipping labels.
4. Custom and Backordered Items
Q: How long does processing take for custom items?
A: Custom items require up to 14 business days for processing before they ship. This includes items like custom pillows, framed art, neon signs, rugs, and posters.
Q: What happens if my item is on backorder?
A: If an item is backordered, we will notify you of the delay and ship the item as soon as it’s available.
Need Further Assistance?
If you have additional questions, our Customer Service team is here to help! Contact us via email at [email protected] or by phone at 1-800-555-1234 during our regular business hours.