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Common purchase queries answered

Orders and Shipping

How long does it take for me to receive my order?

Fabric sold by yard, books, patterns, notions, and ready-made quilts etc are typically shipped out the same- or next-day.

For longarm machine quilting services, we typically ship 2-3 weeks from the day we receive your quilt top. We are committed to turning your order around quickly.

How do I create an account?

Joining the Fat Stitch family is easy and rewarding. Simply go to https://fatstitch.com/my-account/ and sign up!

How do I change my shipping address?

Managing your address is easy. Simply go to https://fatstitch.com/my-account/ and update your profile.

How do I track the status of my order?

Tracking your order is easy, simply go to your account and click on orders https://fatstitch.com/my-account/orders/

Will you keep my credit card information on file?

Fat Stitch doesn’t store credit cards how ever the payment systems we leverage can store credit cards for your convenience. Fat Stitch does not have access to your card numbers.

Do you charge sales tax?

Fat Stitch automatically collects sales tax in accordance to state laws.

Do you ship to my country?

See something you would like and not sure if we ship to your country? Feel free to e-mail us at hello@fatstitch.com

Will my items come in one package?

Typically we try to ship orders in the same package.

Do you use sustainable packaging?

Fat Stitch is committed to being as eco-friendly as possible. We have made substantial investments in sustainable plastic-free packaging and processes to reduce the impact to the environment. This is significantly more expensive yet remains a priority because sustainability is one of our core values.

What shipping carriers do you use?

For USA: UPS, FedEx, USPS International: DHL, Global Post Don’t see your carrier? Reach out and we may be able to add what you need

How long does shipping take?

The answer to this varies by carrier and recipient location. For the US it can take 2-days to 10-days depending on what service is selected and whether the carrier runs into any issues during transport. California is typically 1-2 days.

How long does it take to process my order before shipping

We typically will begin to process your order same-day and try to ship within 24-hours. There are circumstances where longer handling times can be expected such as for custom orders and monthly fabric clubs. Backorders are dependent on our receiving the product first by the manufacturer. In most cases this is around a 1-week turn-around. Sometimes two depending on the product. For pre-orders, please refer tot the product page of the website for the ESTIMATED date we will receive the product. Please note that the delivery date is out of our control. As soon as we get the product in, we will process and ship out. Depending on the volume of order for that product, it can create an additional, albeit slight, delay. We will process orders in the order received. Need a rush on it? Feel free to reach out. We will always do everything we can to accommodate our fellow sewists, from one artizan to another.

Do you require a signature for receipt of package?

To protect your investment and ours, we are happy to require a signature to receive your package upon request. This means the carrier come to the door with a clipboard or device to have you sign for the package. Please note that this added protection can cause delays should no one be home to sign for the package. For repeat customers, we can remove this protection should we both agree and feel it isn’t necessary. This will be assessed on a case by case basis. Feel free to reach out to request this options.

What are your shipping rates?

USA 48 states

Light package standard shipping rates to the US are $5 to California, $7 to all other states
Heavy package rates are $8 California / $10 47 states

USA Outlining states

USPS Priority Mail 3-days, and Signature Required–Standard $15
USPS Priority Mail 3-days, and Signature Required–Heavy package: $20

Shipping outside of USA

Below are our best-guess on prices. Not to worry, we will reimburse you for any shipping cost difference over $3 in your favor. Please message us if you are concerned about shipping rates and we can run a more accurate quote for you.

Canada

GlobalPost Plus International 5-day – $20 – Regular package
GlobalPost Plus International 5-day – $45 – Heavy package

International (These are estimates. We will credit you back should the rate be cheaper)

- GlobalPost Plus International 5-day – $25 – Regular package
- DHL 5-day – $75 – Heavy package (Estimate for a 10″ x 10″ x 10″and 10lbs)
- DHL 1-3 day – $100 – EXTRA Heavy package (Estimate for a 20 x 10 x 6 and 15lbs)
- Rates are subject to change. Feel free to reach out for a quote to get the cheapest rate.

Sending a care package overseas to someone in service? When sending to APO or DPO addresses it has to go through a military U.S. post office before leaving the country. Only standard shipping can deliver to overseas APO or DPO addresses. We thank you for your service!

*Shipping rates are subject to change

What currencies do you take?

United States (US) dollar
($ USD)
Australian dollar ($ AUD)
Canadian dollar ($ CAD)
Euro (€ EUR)
Japanese yen (¥ JPY)
Polish złoty (zł PLN)
Pound sterling
(£ GBP)

Who pays customs and duties for International orders

For now, all customs and duties are the responsibility of the customer. We will look into this as something to offer in the future. We do give you the added benefit of keeping the shipping costs down without inflating costs so net this is still a cheaper option.

What payment methods can I use?

All major US debit and credit cards

Apple Pay–Fast and secure digital wallet offering express checkouts

Google Pay–Fast and secure digital wallet offering express checkouts

Link by Stripe – an option to have your payment and shipping details autofilled to deliver an easy and seamless checkout experience.

Longarm Machine Quilting customers have the added option to pay by cash, check, Venmo, Zelle, or Paypal

Bancontact, one of Belgium’s top choices for a bank redirect payment method

EPS — a common payment method in Austria.

giropay — Germany’s second most popular payment system.

iDEAL — Netherlands’s most popular payment method.

Sofort – for secure bank transfers from Austria, Belgium, Germany, Italy, Netherlands, and Spain.

Przelewy24 (P24) – the most popular payment method in Poland.

If you need to swap an item

Returns and Exchanges

What is your returns policy?

We offer no-hassle 30-day returns for damaged/defective items for store credit. If you changed your mind we are happy to help with that too but we ask that you pay the return shipping. Read the full returns policy here We use the terms returns and exchanges interchangeably since we offer store credit and/or exchanges for returns.

I received the wrong item

Knock on wood, this hasn’t happened yet!! But if it does, first of all we will be horrified and sorry, and then we will do everything in our power to put it right. Please text/call 925-504-9490 or e-mail us at orders@fatstitch.com

My order arrived damaged

Fat Stitch takes great care to properly package your items to avoid damage. That said we cannot control what happens during transit. All items come with $100 insurance. If the item is damaged by the carrier we will assist you in filing a claim directly with the carrier.

If the items is faulty (e.g. the iron doesn’t turn on), we will exchange the items and file a claim with the manufacturer on your behalf. Some items will require you to work directly with the manufacturer. We will happily assist you as needed.

Where should I mail my authorized return?

To return your product, please mail the items to: 5100-B1, #318, Clayton Rd, Concord, CA 94521.

How do I receive customer support?

orders@fatstitch.com | +1 925-504-9490

Please leave a telephone number and/or email with your order number for us to get back to you when someone comes available. Responses are typically within immediate-24 hours.

To best serve folks who are busy during day, we have created a work- or busy-friendly schedule:

M-F 5:30 PM – 9 PM PST
Sat 11 AM – 8 PM PST
Sun 11 AM – 7 PM PST

Feel free reach out anytime and leave a message e-mail, or phone and someone will respond ASAP! Tip: Text is the easiest and fastest.

What do I do if I entered an incorrect shipping address?

Not to worry, please reach out an let us know ASAP so we can correct it for you! 925-504-9490, orders@fatstitch.com

Can I change or cancel an order after I've submitted it?

You certainly can if it hasn’t shipped yet. Simple go to https://fatstitch.com/my-account/ to cancel your order. Or you can text/call 925-504-9490 or e-mail us at orders@fatstitch.com

Can I pre-order an item that is sold out?

We do offer pre-order options on fun fabrics that are coming soon. We also offer the option to order items on back-order to be shipped out when available.

Can I exchange and item that I bought on sale?

Only regular-priced items may be returned Sale items cannot be returned. Please understand that sale items that were sold at a deep discount and Clearance items are sold as ‘final sale’ and therefore we cannot offer exchanges.

Do you offer refunds for returns?

<ul>
<li>Customer will receive store credit minus the cost to ship unless returning due to shipping damage or other product defect/issue</li>
<li>We will cover the cost for replacing damaged/defective items unless the items are required to go through warranty claims direct to the manufacturer. Either way, there will be no cost to you outside of your time.</li>
</ul>

How long do I have before I have to return an item?

Purchased items that have not been opened and are still in new condition may be returned for store credit within 30 days from the date of purchase. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. The return shipping label will be at the expense of the buyer. To help us issue you store credit for your return, please be sure to include a copy of the receipt, e-mail. phone, and shipping address.

How to process a return

Exchanging an item is simple. You have one of two options. You can print your own return or let us know and we will send out a return label for you.

Initiate a return at our returns portal here
Type in your order number and zipcode
Request return shipping label – customer to receive store credit minus the cost to ship unless returning due to shipping damage or other product defect/issue
Please return the product in its original packaging or something comparable to ensure it is protected during shipping from damage.
For expensive items, we always recommend adding insurance.
Include the return label inside and tape to outside packaging
For damaged items please provide photos. You can send these to us one chat or by email. See below how to return damaged or defective products.

Creating your own label?

Return Shipping Address: Fat Stitch LLC, Returns Department: 5100-B1, #318, Clayton Rd, Concord, CA 94521

IMPORTANT: Please note that in order to complete your exchange, we require your order number, receipt or other proof of purchase if . Please do not send your purchase back to the manufacturer. We have no way of issuing store credit for products sent to the wrong address.

How to use the returns portal

If the product is not Returnable, you will not be able create a return label for the product and will see the message “This item is unable to be returned”.

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