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| Frequently
Asked Questions |
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How do I know that my credit card is secure
when I order from your website?
Our credit card transactions and order
processing are handled by the the best most
secure methods available on the world wide
web currently. We use Secure Sockets Layer
(SSL) software. When you place an order
online, this software encrypts all of your
personal information, including your credit
card number, so that it cannot be read as it
travels over the Internet. Your assurance of
our commitment to your security is the
Trusted Site Seal. This Icon, found on our
Home page, tells our customers at a glance
that their information can be securely
transmitted. By clicking on this Icon you
will receive details of the business behind
the certificate and real-time confirmation
of the validity of the certificate. We
accept American Express, Discover, Visa and
MasterCard credit cards. "Thread And More"
will appear on your credit card statement. |
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Can I change my order?
Notify our Customer Service Department at
CustomerService@threadandmore.com within 24
hours of submitting your order. We can
manually make changes to your order per your
written request. |
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How long does it take to receive my order?
Please note, in most cases, orders generally
ship in approximately 5-7 business days. At
certain times of the year orders can take
7-10 days to process. |
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How do I know if you received my order and
when it has shipped?
You will receive an e-mail confirmation when
we receive your order, when your payment is
processed and when your order is shipped.
For your convenience you may check the
status of your order at any time by logging
in to our website and clicking on the word
“Account”. |
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Is my order shipment able to be tracked?
We ship all orders via a traceable method.
You will receive an email from the shipper
notifying you of the tracking/delivery
confirmation number. |
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On my last order an item was back-ordered.
When will this item be available to ship?
We receive most of our back-ordered items
within 30 days of the date orders are
placed. If there is a delay in receiving the
product, we will notify you by e-mail or
phone. |
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Why do you need my email address?
By supplying your email address you have
authorized us to transmit electronic mail to
you for the sole purpose of informing you
about your particular transaction and/or for
notification of our services at anytime we
deem appropriate. Be assured that your
information is kept confidential and never
shared with any outside agency. Thread And
More will never use any of the information
you give us for any reason other than
fulfilling orders. Nor do we offer our
mailing list for sale to anyone at anytime. |
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Why didn't I receive my email message?
The most common reason that e-mails are not
received is that a typographical error was
made while entering an e-mail address. Sign
in on the site and modify your account
information. Secondly, preferences or e-mail
filters may be blocking our e-mail. Most
e-mail filters control unwanted e-mail by
blocking e-mail addresses originating from
an unwanted source. If you suspect that an
e-mail filter is preventing you from
receiving your order and shipping
confirmations for orders from our site, you
will need to add our e-mail address to your
address book or list of approved senders. |
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How do I return an item?
Thread And More believes in supplying our
customers with only the best possible
products. However, we do realize that
problems can occur and mistakes do happen.
So, if you need to return a product please
follow the guidelines listed below.
- All merchandise returned must be in the
original carton with all packaging intact,
unmarked and in new condition.
- All merchandise must be returned within 14
days from the date of receipt.
- Defective merchandise must be reported
within 5 business days of the date of
receipt.
- Shortages must be reported within 5 days of
the date of receipt.
- Concealed damaged merchandise should be
reported immediately
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Non-damaged items returned for credit are
subject to a 15% restocking fee and must be
returned within 14 days from the date of
receipt. No product will be accepted for
return without prior arrangement and a
Return Merchandise Authorization (RMA). To
obtain a return merchandise authorization
number and full return instructions please
call ThreadAndMore at 972/458-8500 or email
CustomerService@threadandmore.com. Return of
merchandise must be affected within 5 days
after you receive a RMA.
Return Shipment: Authorized returns must be
shipped prepaid and bear the Thread And More
Authorized RMA Number supplied to you on
outside of package. Unless authorized,
prepaid, and bearing the official authorized
RMA Number, returns will be refused and
returned to sender. Note: For your own
protection, insure return shipment.
Items returned for exchange: Please include
detailed instructions regarding desired
exchange, i.e.; item number, color,
quantity, etc. Returned merchandise must be
in resalable condition. All return freight
is the full responsibility of the buyer. We
do not refund shipping costs, nor do we pay
return shipping costs. If returned more than
2 weeks from purchase date the return will
be refused and credit or exchange will not
be issued.
Items returned for credit: After Thread And
More receives the return information; the
refund process takes two to four weeks. You
will be refunded by the same method as your
payment. For example, if you paid by credit
card, Thread And More will credit the same
credit card account; if you paid by PayPal,
Thread And More will issue a refund to the
same account used in the original
transaction. Shipping charges are not
refunded. Additionally, if your purchase
qualified for "Free Shipping", the actual
cost of shipping your item will be deducted
from your refund. Certain items will not be
accepted as returns. Please see below.
Non-Refundable Items:
1. All software and design packages
2. Discontinued and/or Clearance Sale Items
3. Special Order Items except in case of
error by Thread And More
4. Any alterations made to any item will be
not accepted as a return under any
circumstances. |
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I placed my order….now what?
Your order will process within 24-48 hours
after receipt with the exception of
week-ends and holidays. Once your order is
placed, it is thoroughly reviewed by our
Customer Service Department to ensure that
the order is accurate, the payment method is
valid, and you are authorized to use this
payment method. Once your order has been
reviewed, it is sent to our warehouse for
shipment. Please allow five to seven
business days to receive your Order once
payment is verified. If you are in a hurry
for receipt of your order please indicate
this in the "Comment" section of the final
page on check-out. We will then do our best
to accommodate your timeline.We do not ship
COD. In the event that we do not have every
item that you ordered in stock, at our
discretion, we will create a backorder or
ship your order short. |
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PRODUCT INFORMATION
Due to the limitations of desktop scanners
and the relative inconsistencies of various
display monitors, the colors you see on your
screen may not be a totally accurate
reproductions of the actual thread colors.
We strive to make our colors as accurate as
possible, but screen images are intended as
a guide only and should not be regarded as
absolutely correct. If you need assistance
with color matching or have questions
regarding any product description, please
call Customer Service at (972) 458-8500. All
products displayed on our web site are
available for immediate shipment. In rare
cases, merchandise may be out of stock at
the time your order is placed. If, for any
reason, your order cannot be shipped
completely we will send you an email. |
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