FAQ
CUSTOMS:
How do I place a custom order?
Rugs: if you'd like to place a custom rug order, send us an email (threadzrus@gmail.com) with the subject line "custom rug order request" with your preferred dimensions, reference image (if applicable), yarn colour requests (if applicable), $$ budget (if applicable), shipping info (or local pick up).
Do you make apparel for youth/toddler/infant sizing?
Yes, we do! Currently we do:
Youth- hoodies, t-shirts, long sleeves, zip ups & crewnecks.
Toddler- hoodies, t-shirts & crewnecks
Infant- short sleeve onesies, long sleeve onesies & t-shirts
If you'd like to order an existing design on the website or a custom order, please fill out the custom order form as kids sizing and colour options are not as readily available (if you've already placed an order for adult sizing on the website and you need shipping, put your website order # on the custom order form and select local pick up so we can include the shipping).
Can you do different colour sweaters than the options on the site?
Yes! Because stock is constantly changing, we choose a few options to have steadily on the site, but we do offer a "Custom Colour Request" option on most products. Please refer to the custom colour chart and at check out write your chosen colour in the 'Order Special Requests' section at check out.
GENERAL & SHIPPING:
Do you ship worldwide?
We do offer worldwide shipping, all rates are provided at checkout depending on selected country.
When will my order be shipped?
All orders are processed and packaged within 10-20 days from date of purchase. All items are shipped via Canada Post courier, and shipping confirmations along with tracking numbers will be sent via Email once ready.
My order shipped - where is it?
Once your order is in the hands of the Courier, Threadz R Us has no control or leverage of the status of the package, and assumes no responsibilities.
Estimated delivery time within Canada is anywhere from 1-10 business days.
Estimated delivery time within the USA is anywhere from 3-12 business days.
Estimated delivery time Internationally is anywhere from 5-30 business days.
Can I pick up my order if I'm local?
Yes! We do offer a free local pickup option at checkout. Once the order is ready, you will get an exact location along with detailed instructions on how/when you can pick up your order.
How do I care for my pieces?
Apparel:
- Wash inside out on cold/delicate setting
- Do not iron on design
- Hang to dry (especially embroidery designs as the thread can shrink in heat and warp)
- Do not bring to dry cleaners
- Wash with like colours
Rugs:
- Lightly wash with soap and water when needed
- Lint roll occassionally
- DO NOT PUT IN WASHER OR DRYER
- Keep in low traffic area as this is art/decorative more than functional
- DO NOT PUT RUG OUTDOORS
RETURNS & EXCHANGES:
How do I return an item?
All items are final sale. At the moment, we are not accepting any returns.
If there is something wrong with your order, please contact us at threadzrus@gmail.com with your order number, and a description of the issue.
**ALL shipping costs are non refundable. **
Can I exchange an item? The size isn't right for me.
We currently are not accepting exchanges as everything is made to order and often custom made. PLEASE MAKE SURE TO REFER TO SIZING CHARTS AND READ ALL INFO UNDER PRODUCT DESCRIPTIONS AS YOU WILL RECEIVE ALL THE INFORMATION YOU NEED PRIOR TO MAKING A CHOICE TO MAKE A PURCHASE.
Apparel is all UNISEX, unless otherwise specified.
**ALL shipping costs are non refundable.**
Can I cancel my order?
If your order has not been shipped yet, please email us at threadzrus@gmail.com. Order cancellations are accepted within a 24 hour window of placing your order. Any cancellation requests outside of this window will not be accepted.
How do I use a discount code?
All discount codes must be used at time of purchase. There will be no refunds/adjustments made if failed to do so. Codes do not expire and can be used on future purchases.