If for any reason, my existing order processes do not work for you, and you require additional assistance, PLEASE reach out to me via Instagram, Facebook, or via email at firstname.lastname@example.org. I am dedicated to making my shop as accessible as possible for my customers and I will do what I can to make things as easy as possible for you! Thank you!
NOTE: Due to covid-19, certain materials and hardware shipments are delayed. We are working as quickly as possible but all wait times listed below are subject to delays currently due to supplier delays. All orders may have up to a 2-3 week delay over estimated dates below.
Order processes will vary based on the type of order:
1. Pre-Designed and Stock Patches and Pre-Made Patches or Vests
These orders are primarily done via the website store here. These are orders for my stock patch designs with minimal adjustment, or pre-made items that are already made and ready to ship. These orders will be processed in order of payment, without design confirmation unless requested in the order notes. Otherwise, patches will be created within an average of 4-5 weeks and shipped to the address given via your order. Pre-made items that do not have any add-ons like additional patches usually ship within 2-3 days but can take up to a week if shipments for the week have already gone, as your pre-made only order will ship with the next batch of orders to ship. If your address needs to be changed, please contact me as soon as possible to avoid delays.
NOTE: During high volume times (website sales, holidays, etc), or due to shop owner illness, turnaround times can be extended to 6-7 weeks for stock designs as well. Please be cognizant that this shop is run by one person and large order volumes are impossible to complete in a 3 week period. My machines, sadly, only run so fast!
2. Custom Patch Orders
These custom patches can be ordered via create your own patch listings. Custom patches will be designed prior to stitching your order, and designs will be sent to you to confirm prior to stitching for patches with custom artwork or custom layouts. Text only or text and existing icon patches will not necessarily need confirmation unless requested by the customer. I will edit the provided designs up to TWO total times for free. Any adjustments after will require additional digitizing fees. After your designs are confirmed, your order will go to production and will be created and finished, for a total of 4-6 weeks total turnaround time. If your order is needed in a quicker time, I need to be made aware at time of order, or rush cannot be guaranteed. Other than listed above, NO changes or refunds will be processed UNLESS your order is delayed by more than 2 weeks from quoted completion dates.
3. Custom Vest Sets or Bulk Orders
For custom vests, if your chosen fabric is in stock, your order will follow a fairly straightforward process. I will sketch any embroidered vest design as well as any patch or embroidery designs if custom designs are included prior to making your vest and send them to you for confirmation. I will edit the designs up to TWO total times for free. Any adjustments after will require additional design fees. Once designs are confirmed, NO changes can be processed without additional adjustment fees priced depending on amount of adjustment needed; for example, a simple text change on a single patch will be a very small charge compared to a full vest fabric and size change. If your vest is a simple patterned fabric vest and has only stock patches, you will not get a mock-up unless specifically selected. We will confirm sizing however, prior to stitching up your order. From there, your vest and patches, if applicable, will be put into production together. Vests are usually put together within 9-12 weeks from payment, but please note that if your fabric is custom and must be ordered in, that time frame may be extended by up to 2 more weeks depending on the speed of fabric delivery. Some fabrics come from international shops or custom printed shops that take additional time that I have no control over. I will do my best to give you an accurate time frame when your designs are confirmed but if there are shipping delays, I will let you know as soon as I am made aware.
4. Harnesses, Collars, Leashes, Etc
Harness orders have a similar turnaround to vests at 9-12 weeks from payment. These are rarely confirmed beyond confirming fleece and webbing colors but if specific colors are requested, we may reach out to confirm prior to stitching. Collars, leashes, and other gear also are rarely confirmed beyond color selections if specific colors are requested, and have a turnaround of about 4-6 weeks.
Most orders unless large bulk (3+ vests) are completed within 12 weeks time period. Bulk orders can range from 12 weeks up to 20+ weeks depending on size and complexity. If you place multiple orders or add on to existing orders multiple times, your order can and will be moved to bulk time frames to account for the additional items.
RUSH ORDER NOTE: Rush items are processed as I have time and ability to do so. I do not in any way guarantee availability of rush slots. If available, rush orders will come with a rush fee dependent on the speed in which you need your order. The fastest turnaround time will be determined by what you are ordering. Pre-designed and stock patches can ship within one week. Custom patches can be shipped within 2-3 weeks. Custom vests can ship within 2-3 weeks if it is a stock fabric. I do not offer rush on vests with custom ordered fabrics as I have no control over the speed in which ordered fabrics arrive to me. There will be no exceptions to this.
Please bear with us as COVID-19 disrupts supplier deliveries and production schedules. Wait times may be 2-3 weeks past estimated dates as we work through orders. We ARE still open and operating and will be taking and honoring online orders. We thank you for your patience and business during this time.
First and foremost, PLEASE make sure to confirm your address prior to processing payment.
As I am mostly home bound with my disabilities, I have several shipping processes depending on time frame needed. All of my shipments are done via USPS, and are either sent first class or priority based on shipping method chosen.
Once your order is complete, you will receive a shipping confirmation from me directly via email, either through Paypal or through my website here. That confirmation will have a shipping date on it, which is my earliest availability to drop your package for delivery. I have a business box with my post office that is locked and secure, where my packages are picked up by a carrier. This often happens within 24 hours of your shipment date (NOTE: Not the date I create your label, but the date listed on that label for shipping date), but can take longer over weekends or holidays. From there, your package is taken to the post office directly by that carrier and then processed by my local post office. This can also take 24 hours, again more over weekends or holidays, as your package is managed through USPS and will be processed by them from there. It is very rare to have a package take longer than 3 business days to process, but please do not be concerned if your shipment does not update until that time. I allow up to 4 weeks for domestic shipments before remaking or refunding, and up to 3-4 months for international shipments. I am happy to investigate a package if needed, but please understand that I will not replace items before the above 2 or 6 week time frame unless a rush order was requested and will not arrive in time. Please DO NOT contact me until giving your item at least 5 days to process once you receive your tracking info as I often cannot even begin an investigation until 7 days from shipment date and I will have no additional info to give you until that time comes. I apologize for any confusion or delays this may cause, but again, I am home bound and this is the most secure and reliable method for my shipments.
NOTE FOR INTERNATIONAL SHIPMENTS: Due to COVID-19, international shipments are delayed for several weeks to months while borders are closed and customs overwhelmed. Once packages are processed via USPS, it is the customer's responsibility to monitor shipments and contact USPS or other postal unit to determine any delays. Once packages are shipped and in transit, Patchwork and Paws cannot replace items in transit, as international shipments currently are at buyer's risk due to current postal delays. These are outside of our control.
RETURNS AND REFUNDS
I always stand behind my orders, however I do have some requirements for returns and refunds. I accept returns due to damage upon arrival as well as sizing issues IF it is my error and will happily remake your order to correct this. Please verify sizing prior to processing orders, and if the error in sizing is from an incorrect measurement from you, I am unable to offer a refund on such orders. I can offer a discount on a new order with corrected measurements, and will expedite the processing of a new order, but I will not do so for free.
Cancellations can be taken up to 24 hours for a full refund. After this time, I cannot give a full refund as your materials are already ordered and funds have been spent. After 24 hours I will be happy to adjust your order if changes are needed, or I will process up to a 50% refund at my discretion. Partial refunds will NOT be granted due to wait times unless at my discretion and only after wait times are exceeded by more than two weeks. If a partial refund is provided at customer request due to order cancellation, NO FURTHER REFUNDS will be provided as your order was successfully cancelled.