Shipping
Shipping costs are based on predetermined weight and handling operations. We are driven to keep them as low as possible by using recycled boxes from companies like Amazon and wholesalers. So, don't fret if you get a box that has a smile on the side! It's from us!
Local Pick-Up
If you are a local customer (living in the Columbia area), we would love for you to come to the shop to pick-up your items! Please make sure that your shipping address is in the Columbia or surrounding areas. If you choose local pick-up, we will have your items ready to pick up within a day (24 hours) of purchasing (except for weekend purchases - those will be available to pick-up on Monday).
We don't have a deadline in which you must come and pick up your items, they will be ready for you when you need them!
If you live out of town and are sending a gift to someone locally for pickup, please note that in the comments.
Shipping Delays, Lost packages, etc.
Orders marked as delivered by the USPS/UPS cannot be credited. You will need to reach out to your local delivery service about the package if it's been miss-shipped or stolen. See more info about Shipping FAQs here!
Please contact us if you feel like the package has been lost during shipping (not marked Shipped on the tracking number), and we'll try to figure out where it is from our end.
Product Guarantee
We guarantee the quality of our Needle & Grain Made products against defects. If you feel like you've received something from us that doesn't meet your standards, please contact us. We stand behind what we make and will make it right.
Returns
Online Returns:
If the product you purchased is undamaged, unworn, unstained, etc, you may return your product 14 days after the posted delivery date of your purchase. Products returned after 14 days will be charged a 25% restocking fee.
Before returning your product, please contact us about your purchase. Then, please package it in the original packaging or USPS mailing box and return it to our studios at the address listed below. We are not responsible for return shipping. We recommend sending it USPS Priority with insurance just in case something were to happen.
510 North Garden Street, Suite A,
Columbia Tennessee, 38401
Non-returnable items:
- Gift cards
- Custom products
To complete your return, we require a receipt or proof of purchase in the return package.
Shipping
To return your product (after reading above return policies), you should mail your product to: 510 North Garden Street, Suite A, Columbia, Tennessee US 38401
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 return shipping will be deducted from your refund.
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.
Refunds (if applicable)
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 by email of the approval or rejection of your refund. Refunds will not include the original shipping cost.
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 hello@needleandgrain.com.
Online Orders with Local Pick-Up
If you have ordered something online and chosen Local Pick-Up for the shipping method, the return policy for in-store returns is the way you will receive your refund. We will not refund your card, but you will receive a gift card for the items/order that you placed. **See below for specific details about in-store returns!**
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
In-Store Returns:
Returns are accepted with 14 days of purchase on all products other than custom goods and cut fabrics. You must present your receipt for returns to be accepted. No cash/card refunds will be given. ONLY store credit will be issued for returns. This will be given to you on a gift card! Cut fabrics are FINAL SALE!