Policies

Shipping and Handling Costs

Once we receive your order, it will be processed within 48 hours. If your entire order can be filled, it will be shipped immediately. If any items ordered are not in stock, your order will be held until it can be filled in its entirety. No order will be held for more than two weeks. Items that are back-ordered (i.e. out of stock) or special orders will be shipped as soon as those products arrive. We have implemented this policy in order to keep our shipping rates as low as possible. Please be advised that we order from many different distributors and designers and in some cases a special order may take up to a couple of months to arrive in our store. We do our very best to get your order in as soon as we can and will keep you updated on the status of your order.
Shipping costs are continually on the rise. It is definitely not a money making proposition for us but we need to cover our costs. Your shipping and handling costs are based on your pre-tax total as follows:

Estimates Only
Canadian Shipping & Handling – Minimum Charge $5.00
US Shipping & Handling  – Minimum charge $9.00
International Shipping& Handling – Minimum charge $11.00

*Oversized * Overweight Packages will be charged actual shipping plus a $2.00 handling fee.

*The oversize package charge will not appear on your online bill – we will inform you by email when required. Oversized packages include bulky items like pearl cotton balls, multiple packages of beads, multiple skeins of floss, spools of thread, accessories and hardware. Unless your order can be sent in a flat envelope first class please be prepared to incur the oversize package charge. Please also note that large, heavy items like lights or stitching stands will be charged according to actual shipping costs plus a handling fee and we will contact you prior to shipping to confirm that cost.
We also reserve the right to reduce the initial first class fee if the package is small enough to ship at a cheaper rate.
We do not ship back orders separately to the United States or overseas.

Payment Method Policy

We accept payment by Visa, Mastercard or money order (in the case of a money order your order will not be shipped until we receive payment). Please note that we only accept orders from Canada, US, Australia and the UK.

Stitch Counters Club

If you are a member of our Stitch Counters Club and have a “Shopping Spree” Certificate to redeem, you can do so here online when you check out. Just remember to put the Certificate number in the Special Instruction area. Also remember that the certificate can only be used once, your purchase must be for more than the $20 value as no store credits will be issued.

The $20 certificate will be deducted from your total when we process your order.

Not a member yet! Read all about it on our website and follow the instructions as outlined.

Return Policy

We give no cash refunds, only store credit. There are no returns or exchanges on any thread, printed (copyrighted) material (that means all patterns), canvas, cut to size fabric, opened/used items, special orders, lamps, stands and sale items.  Items like Qsnaps, stretcher bars that are pre-packaged must be unopened and in original packaging. Some items may be subject to a 15% restocking fee. Please check with us before placing an order to confirm how the policy relates to your specific request. And all approved returns must be made within 14 days of purchase and are at customers expense if to be mailed back to us. We are not Wayfair!

All items must be in sale-able condition, original packaging, undamaged and things we currently sell.  We are unable to accept returns on lamps and stands unless there is a manufacturing defect, so choose wisely. We do not guarantee lamp bulb or LED length of life.

We’re always happy to answer questions on any item before you make a purchase to ensure you order the correct item.

Pricing

All prices are shown in Canadian dollars. Although we try to keep our prices as listed, events can happen beyond our control. We reserve the right to change prices without notice. Our site is now set up for secure shopping. You may select items for purchase and complete the transaction at which time we will receive an automatic notice of your order. We will then follow up by phone or email to confirm your order. Or, feel free to browse the site, make a wish list, and call it in using our toll free number outside of the London, Ontario area (1-800-608-7380 or local 519-685-1444). You can also fax your order in 519-685-6729 or email it to info@threadneye.com. Remember that this site only lists a portion of the items that we carry in stock at our store so if you don’t find it here don’t hesitate to call us. If we don’t have it in stock we are happy to place special orders with the understanding that in some cases it may take us a month or more to get certain items in.

Privacy Policy

If you use the threadneye.com site, you are responsible for maintaining the confidentiality of your account and password, as well as for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account and password. Threadneye.com reserves the right to refuse service, terminate accounts, remove or edit content or cancel orders at their sole discretion.

Our Commitment To Privacy: Your privacy is important to us. To better protect your privacy we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on our homepage.

The Information We Collect: This notice applies to all information collected or submitted on the threadneye.com website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages are:

Name
Address
Email Address
Phone number

During the checkout procedure on this website you are shopping with SSL Secured 128-bit encryption. All information given in an online order is encrypted to protect it. No information shared with us is ever sold or shared with other companies. Your email address will NEVER be used except to contact you about your order or to send you our email newsletter only if you have subscribed to it.

On some pages, you can submit information about other people. For example, if you order a gift online and want it sent directly to the recipient, you will need to submit the recipient’s address. In this circumstance, the types of personal information collected are:

Name
Address
Email Address
Phone Number

The Way We Use Information: We use the information you provide about yourself when placing an order only to complete that order. We do not share this information with outside parties except to the extent necessary to complete that order.

We use the information you provide about someone else when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

You can register with our website if you would like to receive our email newsletter as well as updates on our new products and services. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

We also collect personal information for the purpose of tracking our Stitch Counters Club. This allows us to keep track of the program and the information collected are not for any other purpose and are not shared with outside parties.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses.

 How You Can Access Or Correct Your Information: You can access all your personally identifiable information that we collect online and maintain by emailing us at info@threadneye.com. We use this procedure to better safeguard your information.

You can correct factual errors in your personally identifiable information by sending us a request that credibly shows error.

How To Contact Us: Should you have other questions or concerns about these privacy policies, please call us at 1-800-608-7380 or send us an email at info@threadneye.com