Subscription payments are refundable if the refund is requested within 48 hours of the payment being processed. After this 48 hour window, all sales/subscriptions are final. We do not provide partial refunds for multi-month subscriptions.
If you have a recurring subscription and wish to cancel, please log into your account and click the subscriptions link, or use the link emailed to you in your subscription payment reminder. We are unable to accept cancellation requests via email or messenger.
Sales of Gift Cards and any item containing copyrighted material (charts or kits) are final, and no returns will be accepted.
EXCEPTION to this policy: If you have purchased a duplicate kit / print chart by accident, you may return the item as long as it is in sellable condition. You are responsible for the return shipping cost (we recommend you use a method that provides tracking). Once the item is received by us and verified as in sellable condition, you will be refunded the cost of the chart/kit minus a $5.00 restocking fee.
Because the link to purchased PDF charts are delivered automatically after purchase, there are absolutely no returns/refunds for a PDF chart.
Items marked as "Special Orders" are not refundable. All sales for these items are final, as we are ordering them specifically for you.
If an item is missing from your order, you must notify us within 5 days from date of delivery to receive a replacement. This includes a missing day from a Countdown Box/Color Countdown shipment. We recommend verifying all items/days are inside your package/box upon receipt.
The non-refundable deposit paid towards a Countdown Box secures your spot in the shipment while providing you additional time to remit payment for the balance of the shipment.
If you pay the final payment on the same Countdown Box more than once, we will refund you for the duplicate payment, minus a $5.00 processing fee. This $5 fee covers the payment processing charges we incur as a result of your duplicate payment, as well as reimburses us for the time taken to handle your duplicate payment. If you are not sure whether or not you have made a final Countdown Box payment, please review your shop account or email Liz at firstname.lastname@example.org. The most recent order(s) will be the one(s) refunded.
If you place multiple deposits for the same Countdown Box shipment, we will assume that means you want to purchase multiple boxes unless you inform us otherwise. If you only wish to receive one and have made multiple deposits, your duplicate deposits will be refunded to you, minus a $5.00 processing fee per deposit (as per the duplicate final payment paragraph above). The most recent order(s) will be the one(s) refunded.
If you choose to cancel your Countdown Box shipment order more than 30 days prior to the published ship date, the non-refundable deposit serves as the cancellation fee, and reimburses us for the time processing both your original registration and the administration costs related to your cancellation. If you have not make the final payment for the shipment, no monies will be refunded. If you have made both the non-refundable deposit payment and the final payment within 30 days from the request of your cancellation, the final payment will be refunded to you. We reserve the right to re-offer your spot in the Countdown Box to other customers upon receipt of your cancellation request. Resale of the shipment spot will not result in a refund of your non-refundable deposit/cancellation fee. Final payment refunds requested more than 30 days from the final payment date are subject to a 30% fee. Shipments within 30 days of their published ship date cannot be cancelled/refunded.
Non-payment of the final payment of the Countdown Box by the published due date constitutes cancellation of your shipment order and will be handled as listed above.
Sales of non-gift card, non-special-order, non-copyrighted material (e.g. thread, fabric or other items from the supply shop) may be accepted for a refund if (1) the request is made within 30 days of the order being shipped, (2) the returned items are in sellable condition. The determination of if an item is in "sellable condition" is made by StitchyBox staff upon receipt of returned shipment. Customer is responsible for the return shipping cost, and StitchyBox is not responsible for lost shipments - we highly recommend using a shipping method that provides tracking information. All returns must be okayed by StitchyBox staff via email before being mailed back to us.
Refunds will be issued initiated within 4 days of confirmation of either duplicate payment, acknowledgement of cancellation request, or receipt of and confirmation of sell-ability of returned items. Refunds will be issued to the original payment source, unless that is not possible. In the rare situation that a paypal refund is needed, but Paypal's refund period has expired, we reserve the right to send the refund via check to the address provided on the order.
If your package is not delivered within 30 days of shipment for US packages / 90 days for international packages, we will replace or refund the order as inventory allows. If your package has been marked as delivered but you have not received it, please contact USPS or your local mail system - we cannot be responsible for packages once they are marked as delivered.
For all international orders, the customer is the importer of record and responsible for any and all customs fees/VAT charges/other fees charged by their country or locale. We do not charge or collect any custom fees or VAT charges - you are responsible for paying those if required by your country. If you choose not to pay those fees, AND your package is returned to us with the items in original, saleable condition, your order will be refunded minus shipping charges. If you choose not to pay those fees and your package is not returned to us with items in saleable condition, no refund will be provided. Repeat returned packages for this reason will result in your account with us being closed, meaning we will no longer accept orders from you.
Depending on circumstance, we may be willing to provide refunds outside of these established policies. Such refunds may result in the closing of your account.
Stitchybox reserves the right to refuse service to anyone. Orders placed by customers on our refusal list will be immediately cancelled and refunded.