Frequently Asked Questions
Custom Orders
Do you accept custom orders?
Can I send you my own fabric to use for a custom order?
When will my custom order ship?
Making a Purchase
How can I pay?
Will I receive a purchase confirmation email?
Is my transaction secure?
Will you share my contact information?
Do you offer gift wrap and notes?
Shipping
When will you ship my order?
How do orders ship?
What about international shipments?
Etc.
What if I'm not happy with my purchase?
Do you sell wholesale or by consignment?
Do you offer gift certificates?
Do you accept custom orders?
Yes, we accept custom orders for fabric substitutions only.
For fabric examples, check out our gallery (options limited to in-stock availability).
We cannot accept custom orders for design alterations, or for products we don't currently offer. Please contact us to submit a request, and we'll get back to you as soon as we can!
Can I send you my own fabric to use for a custom order?
Sorry, we do not accept fabric for custom orders.
When will my custom order ship?
When you request and confirm a custom order, we will send you a link to a reserved listing on our site for you to add to your cart and purchase. Payment is required before work will begin on your order. When you purchase your listing, your position in our custom order queue is secured. Custom orders are handled on a first come, first served basis. Lead time will vary depending on the number of pending orders we currently have. We will do our best to give you an accurate lead time when you make your request.
How can I pay?
We process all payments with PayPal. If you don't have a PayPal account, you may check out with your debit or credit card as a Paypal guest. Simply click the "Don't have a Paypal account?" link on the PayPal checkout page.
***Fellow MA residents will be charged MA state sales tax.***
Will I receive a purchase confirmation email?
When you complete your order through Paypal, you will receive a confirmation email from Paypal that serves as a receipt for your purchase. Upon shipment of your purchase, U.S. customers will receive a shipping confirmation email from Paypal; International customers will receive a shipping confirmation email from madbird.net. We avoid sending additional emails in an effort to not clog up your inbox.
If at any time you have a question about your order, please email us!
Is my transaction secure?
All transactions are processed securely through PayPal. At no time will we ask for, or have access to any of your credit card or bank information.
Will you share my contact information?
Absolutely not! We will never share your contact information with anyone, and we will never spam you with unwanted email.
Do you offer gift wrap and notes?
Yes, we do. Please leave a note in the message field on Paypal while checking out. We offer complimentary gift wrap and notes for any occasion!
When will you ship my order?
If you are ordering an in-stock item (not a custom request), we will ship your order within 2-4 business days. We do not ship on weekends or national holidays.
Upon shipment of your purchase, U.S. customers will receive a shipping confirmation email from Paypal; International customers will receive a shipping confirmation email from madbird.net.
How do orders ship?
We will ship your order via USPS (either First Class or Priority, depending on weight). Domestic shipments come with a delivery confirmation number with which you may track your package. Please note that we cannot guarantee deliveries by a specific date. We are only able to provide an approximate delivery date based on USPS estimates. Insurance is not included in the shipping fee. If you require a faster method, insurance, or other services, please contact us for a shipping quote before you place your order.
What about international shipments?
We are glad to ship internationally!
We use USPS First Class to ship international packages. Please allow up to six weeks for delivery. Tracking service is NOT included, nor is insurance. If you would like tracking service and/or insurance for your order, you must purchase Priority Mail through USPS. Please contact us for a quote prior to placing your order.
Please check with your country's custom's department if you have any questions regarding what taxes or duties may be due at time of your delivery (as it is the buyer's responsibility to pay them), as well as what is permitted to import into your country. We cannot be held responsible for any duties, taxes or fees due at delivery.
PLEASE NOTE: All custom's forms on international packages will list the contents, disclosing the full USD value of your order. We will not mark any international shipments as "gift" - it is illegal to do so.
**If your order exceeds $50, we strongly advise USPS Priority Mail. Please contact us before purchasing for a Priority Mail quote - this is the ONLY way we are able to track and insure international packages. If you decline Priority Mail, we cannot be held responsible for lost packages. Thank you!**
✫✫✫✫~About our shipping materials~✫✫✫✫
We believe in recycling. Everything we use to ship your order is either recycled, recyclable, or biodegradable/compostable.
Please reuse ♻ recycle - every little bit helps!
What if I'm not happy with my purchase?
Your satisfaction is our goal! If you're not happy with your purchase, for any reason, contact us within 3 days of receipt of item(s) to arrange a return. Once we receive your order back (in original/unused condition), we will refund your purchase price, less shipping.
*Custom order refunds/exchanges are handled on a case to case basis.*
**Kits, clubs, and subscriptions are non-refundable/exchangeable.**
Do you sell wholesale or by consignment?
Yes, we do sell wholesale! Please contact us for our terms and pricing. You must be an established brick and mortar shop: With the exception of indie yarn dyers who purchase our bags for their kits/clubs, we do not sell wholesale to online retailers.
No, we do not enter into consignment agreements. Sorry!
Do you offer gift certificates?
Yes, we do. Simply click the "Gift Certificates" link in the product category column, and follow the prompts to purchase a gift certificate redeemable on our site. You do not need a Paypal account to purchase the certificate, but the recipient will need a Paypal account to redeem it. Once it is purchased, you may either email the gift certificate directly to the recipient, or print it at home for giving. Gift certificates can be used for anything in our shop, even custom orders.
