ORDER TIMELINE
Our company handcrafts most products within 7-10 business days. Some products will take longer (3-6 weeks) depending on the item. This will be reflected in the product listing. Oftentimes, orders process faster than that but we can’t guarantee a faster processing time. If you need to change or edit an order please contact us as soon as possible. Orders start to get processed and filled often within minutes of being placed.
MADE TO ORDER vs. PRE-MADE
Check a listing carefully to understand if a product is pre-made and ready to ship or if the product is ordered before it’s handmade. Both are handmade but the pre-made is shipment ready while the made-to-order products take 7-10 business days to be created for you. Look for the following image if a product is ready for shipment immediately:
HANDMADE DISCLAIMER
The product(s) you receive may vary slightly from the product picture due to the nature of your product(s) being 100% handmade to order. Care for your new product(s) by:
* Spot clean or hand wash/soak in cold water. Lay flat to dry.
* Coiled rope products can be spot cleaned or hand washed in cold water and air dry.
* Rugs, placemats, and potholders can be steam ironed once dry to help bring back shape.
* Some of the fabric rugs are from the original pattern designs by RJDesigns. Permission has been granted to use the pattern in the construction of our rugs.
* It is highly recommended to place a non-slip rug gripper between the rug and floor if you are placing the rug on a smooth surface (hardwood, ceramic, etc.). Threadway Design is not liable for accidents due to rug slippage.
*Cotton Rope products are made in coastal Connecticut by Cole Mama Creations, colemamacreations.com
SHIPPING
Shipping costs are calculated automatically during checkout.
We ship our products via USPS.
At this time, we only ship to the United States.
Selecting expedited shipping during checkout does not ensure a faster processing time. Your product may still need 7-10 business days to be handmade.
RETURNS
We want you to be 100% satisfied. We have a 30-day return policy on items you are not satisfied with. Please contact us before returning an item so we can provide additional instructions and expedite your return process. Refunds will be issued once returned items are received by us. Refunds will not be given for shipping charges. Refunds on shipping charges for refused or abandoned packages will be at our discretion. All returns must be in original condition and packaging and they must not have a smoke odor to them. Returns that have a smoke odor will not be refunded. Sale items may not be returned. Gift cards are also not returnable.
There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS (IF APPLICABLE)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@threadwaydesign.com
EXCHANGES (IF APPLICABLE)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@threadwaydesign.com and we will work with you on the exchange. To return your product, we will provide you with the address once we receive the request through our email help@threadwaydesign.com
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping (if applicable) will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.