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FAQ, Shipping + Returns

Ordering

What methods of payment can I use?

We accept payments made by Visa, Mastercard and Paypal.

Are credit card purchases secure on your website?

Purchases made on our website are completely secure and we do not store any credit card information.

What currency will I be charged in?

Your final payment will be completed in Canadian Dollars. Your credit card company or Paypal will complete the currency exchange for you, and the final charge will display in your currency on your statement. 

Our Products

Is all the fabric in the retail store available online?

The selection of items on the online store may differ from the retail store. Most of our new arrivals are available for purchase online.

Can I place a wholesale order through your website?

We do not accept wholesale orders.

How can I receive notifications when new fabric is added to the store?

We welcome you to sign up for our newsletter to be notified of new fabric releases. Please check our website every Friday morning for the latest items added to our online shop.

A fabric I was looking at is sold out or no longer listed, can I still order it?

If a fabric is no longer listed it may be out of stock or discontinued. Please contact us for any inquiries about a sold out fabric.

What if an item I’ve ordered is out of stock?

Customer service will contact you If an item is out of stock and we will deliver the item as soon as it is back in stock. If it is an item that cannot be re-ordered we will contact you and a refund will be issued.

What is your minimum cut of fabric?

Our minimum cut is ½ yard. Fabric is ordered by the ½ yard and orders will be shipped in one continuous piece.

Where does your fabric come from? Which fabric designers (or companies) do you stock?

Dear Stella, Robert Kaufman, Cotton and Steel, Ruby Star Society and Riley Blake are just some of the fantastic companies we stock. Fabric is manufactured from around the world, including Japan and Korea.

How can I be sure of an item’s colour?

We do our best to ensure that photos of our fabric are true to life. However due to variations in computer monitors fabric colours may appear slightly different across devices. If you are unsure about an item’s colour please contact us and we will do our best to describe the colour.

Shipping

Where to do you ship?

Spool of Thread ships throughout Canada, United States and around the world from beautiful Vancouver, BC.

How much is shipping?

We offer $9.99 flat rate shipping for all orders to Canada and the United States.

Can I pick up my order at your retail shop?

Updated 3/26/2020: At this time, we have discontinued local pickup in efforts to maximize social distancing in Vancouver. Once social distancing measures are reduced, we will re-instate local pickup. 

Yes! To pick up an order from our retail shop at 649 E. 15th Ave in Vancouver, select IN STORE PICK UP as your shipping option. 

You will receive an email confirmation when your order is ready to be picked up. To pick up your order, you will need your order receipt (on your phone is fine!) and a piece of ID.

How soon will my order ship?

Orders are shipped within 5 business days from the order date, but we often beat this time frame and have your orders in the mail very quickly.

Can I change or cancel my order once it’s been placed?

If you wish to change or cancel your order please contact customer service. We begin to process orders shortly after they are placed so depending on the status of your order we will try to assist with your request.

How long does shipping take? How do I track my order?

In major urban areas orders are received between 1-3 days locally (Vancouver) and 2-7 days nationally. For non-major urban areas orders are received between 1-4 days locally and up to 11 days nationally. Orders sent to remote or northern regions are received between 6-13 days.

You will receive an email when your order is shipped with a tracking number.

How does my order ship?

Shipments within Canada are shipped using Canada Post from Vancouver, BC.

Shipments to the United States are shipped via USPS. We work closely with a courier to transport our items to the United States which equals faster shipping for our US customers and without the worries of duties.

Will I be charged Duty?

Orders shipped within Canada and the United States are shipped duty-free. 

We work closely with a courier to transport our items to the United States which equals faster shipping for our US customers and without the worries of duties.

Orders sent outside Canada and United States may be subject to duties and taxes.

What if my package is damaged in transit?

If you have received your order and it has been damaged in transit please contact us with your order number and details of the damage so we can resolve the issue as soon as possible.

What if my package still has not arrived?

Please contact us and we will work with the carrier to locate your package.

 

Returns

What is your return policy?

Spool of Thread accepts returns of unopened notions with packaging in original condition. Please contact us within 14 days of receiving the item to start the return process. Customers are responsible for return shipping costs as well as any import duty fees applied to package. Original shipping costs are not refundable.

Spool of Thread does not accept returns on cut fabric, patterns or books.

My fabric appears to have a defect or flaw in it, what should I do?

We do our best to ensure that our fabric is excellent condition when preparing orders. Please contact us within 14 days of receiving your order with your order number and details of the flaw so we can resolve the issue. Please note that we will not be able to refund fabric that has been subsequently cut or altered.

What should I do if I am sent a different fabric than I ordered, or my fabric is cut to the wrong length?

We do our best to ensure that our orders are packed accurately and cut to the proper measurements. If you do receive a miscut piece of fabric or inaccurate order please contact us within 14 days of receiving your order with your order number and details of the mistake and we will work to resolve the issue.