When will you get your stuff?
We strive to ship within 3-5 business days from the date the order was placed (this excludes holidays and weekends), however, due to the COVID-19 pandemic, your order may take 7-10+ business days to be shipped. For made-to-order items it can take up to 3+ weeks to ship. We will keep you updated on the status of your order. You will receive an email when your order has been shipped. If you have any questions about shipping please don't hesitate to get in touch - firstname.lastname@example.org
Accidentally enter the wrong address?
We understand when this happens it is very frustrating. If you're reading this section it means this has likely happened to you. If you placed your order within 24 hours of realized you entered the wrong address please send an email to email@example.com. After 24hours we rely on the information provided which means we are not responsible for non-delivered packages. If your package is returned to us we will reach out to see if you would like to pay to have us resend it to your corrected address or if you would like your purchase refunded less the original cost of shipping. Trust us when we say we'd love to refund the shipping cost if we could but unfortunately it's a cost we will have already had to pay.
Can't find your stuff?
All shipments come with $100 insurance regardless of the shipping method through Canada Post. While BETTER THREADS is not responsible for lost deliveries we can certainly help you with creating a claim. If you would like to purchase additional insurance if your order is over $100 please contact us at firstname.lastname@example.org before you purchase and we will be happy to add it on for you.
Need to exchange an item?
Exchange requests must be made within 30 days of receiving your online order. Please send an email to email@example.com and include your invoice number and the reason for your exchange request. We will get back to you within 2 business days to give you instructions on how to do so.
- Only new, unworn, unwashed, original condition pieces can be exchanged for the original purchase price within 30 days.
- Customers are responsible for the exchange shipping and original shipping will not be refunded.
- Any items received that are damaged, worn, washed or otherwise unsellable will not be refunded and will not be returned back to you.
- All clearance items and masks are final sale
Do you offer refunds?
We offer exchanges or online store credit for items that are returned. We do not provide refunds.
Received a damaged, defective, or incorrect item in your shipment?
We stand behind all of our products, however, if on the rare chance you find that an item you have purchased is damaged, defective or incorrect, please let us know as soon as possible. There is a 30-day return policy for all damaged or defective items, and we’d be more than happy to replace the item for you. Please send an email to firstname.lastname@example.org with a description of the damage along with a photo (so we can provide feedback to our manufacturing team) and your invoice number.
Can I change/cancel my order?
To make a change or cancel an order, you have up to 3 hours to get in touch from the time you complete the checkout process. We will do our best to accommodate any changes, however, if your request is made outside of the 3-hour window, the original order will be processed and shipped. Please email email@example.com for any questions or concerns.
How do I pick the right size?
Please check our size guides to know that you are ordering the correct size. Please note, all of our items are pre-shrunk, but there may be some additional shrinkage when laundered.
How do I care for my new pieces?
We recommend you launder in cold water with a mild detergent and dry on a low setting. Each garment will come with care instructions so you have confidence in knowing the best way to love your new items.
Who do I speak to about collaborations or partnerships?
Please contact firstname.lastname@example.org and share your proposal and we will get back to you within 2 business days.