Customer Service


For information about an order you've already placed, please send an email to

Orders placed online are filled in the sequence we receive them, usually within 1-5 business days from receipt of your payment. Orders placed through our website are generally processed faster than orders placed over the phone or via email. Complex and special orders may take longer.

To add to an existing order, please enter your addition as a new order. In the Comments section of the shopping cart, ask us to combine this new order with your existing order if it has not already shipped (enter the order number if you have it, to facilitate that process). Pay for your new order. Your shipping costs will be adjusted if we are able to catch your previous order before it goes out. (If you paid by PayPal, we'll refund you any excess; if you paid by credit card, we'll charge less than you authorized.) Otherwise we will treat the new order as unique and send it by itself.

Requesting faster shipping methods means your package will move more rapidly once it leaves our facility; it doesn't hasten our filling of your order. That said, if you have an urgent need for expedited processing, please let us know by email to and we will make an effort to meet your need. Doing this may require a significant incentive -- chocolate for our staff from Kates Caring Gifts might work!


We ship world-wide. For non-US orders, only orders sent via US Postal Service Express are trackable. That's why we encourage you to choose US Postal Service Express, and sometimes will only send orders with that shipping method depending on the destination or content.

Express shipping refers to what happens after a package leaves our facility and does not put your order in front of an order placed prior to yours. We're saying that twice on this page because we really mean it! If you have an urgent need for expedited processing, please let us know by email to and we will make an effort to meet your need.

We ship via US Postal Service and Fed Ex daily, Monday - Thursday. Express US Postal Service packages generally take 2 days for delivery to most locations within the Continental US.

Our shopping cart estimates the weight of your order and lets you choose the shipping option that is right for you at your location. Although our shipping calculator usually estimates correctly, we will contact you if additional postage is required. If you have significantly overpaid for shipping, we will adjust your invoice total. (If you paid by PayPal, we'll refund you; if you paid by credit card, we'll charge less than you authorized.) Our computer doesn't know that flat-rate packages exist, but if they're a better option for your order, rest assured that we'll make that change for you. (Technically, for those who care, it's not that the computer doesn't know that flat-rate packages exist; it's that fabrics are different weights and thicknesses and programming the software to account for the weight and measurement of various yardages of each of the 300+ fabrics in our ever-changing inventory is just a monumental task at the moment. People, though, people can figure these things out. Isn't it nice to not be completely replaceable yet?)

Return Policy

Buying fabric online can sometimes seem risky, as you're unable to feel and see your material before it arrives at your door. For this reason we encourage you to purchase swatches before you order any yardage.

When your order arrives, inspect it immediately and call (800-870-5312) or email us about problems or if you wish to make a return. We will issue a Return Authorization Number that you will need to include with your return. Wholesale fabrics and special order fabrics are not returnable; neither are pre-cut and clearance fabrics nor swatches. It is our policy to pay the return postage on items that are damaged or incorrect, and to rectify our mistake posthaste. Our customers pay the return postage on items returned for any other reason and a credit or refund will be issued for the purchase price. A credit or refund cannot be issued until we receive the returned items. Consider insuring returned items.

Returns will be issued only within fifteen working days of your receipt of your order and only for items in their original state (unwashed, uncut, etc.). Fabric swatches are not returnable. They are a labor of love on our part -- we lose both money and time making and sending them out, but it's worth it because they truly give our customers and friends a feel for the fabric. If a sample convinces you that a certain fabric doesn't meet your needs, it has done its job and is well worth the money it cost you. Because it can be very difficult to sell pre-cut pieces of fabric and notions, a restocking fee of 15% may apply. Wholesale and special orders are not returnable; neither are precut fabrics or seconds.