Before contacting us, please see the answers to frequent questions we've been receiving below. Please do not call or email to check on the status of your order so we are able to focus on getting them all processed.
Order status: The response to our announcement that we are closing has been incredible. We are very touched by all the messages and orders. We are working as hard as we can to get all the orders out in a timely fashion but there will be significant delays- we are predicting up to three weeks. Rest assured we are working on getting your order ready, however we are a staff of four people and human error can occur during this very busy and stressful time. We are doing our best to catch any mistakes and address them in as timely a fashion as we can. There is no need to call us to check on your order. We are trying to spend as little time on the phone so that we may process your orders as quickly as possible.
Lost/delayed shipments: We are seeing lengthy delays for both domestic and international shipments, even just a few states away or across the border to Canada. Even before the current pandemic causing havoc around the world it was not uncommon for an international package to get stuck in customs for many weeks, and we are seeing that much more frequently during these difficult times. There are also delays at every other part of the shipping process, such as one package taking a week to travel from our store in Ann Arbor, MI to Chicago, IL, a trip which usually only takes a day. If you are outside the US and are waiting on a shipment, please enter your tracking number at this site: https://www.goglobalpost.com/track/. We use that service for most of our international shipments and their tracking site can sometimes give more detailed information that the USPS site will not have. Beyond that, the best we can do at this time is urge patience.
Club subscribers: All clubs have been canceled. We are unfortunately not able to refund to the payment method you had on file so we will be issuing checks. We are currently gathering all the information needed to do that. You do not need to contact us at this time. Our goal is to send the checks the week beginning with July 6th, 2020, and we are on track to do so barring any further delays.
Received Pickup Ready email: If you have a Michigan address, when you check out, the shipping options default to the free Pickup @ Pink Castle Fabrics in Ann Arbor, MI option. There is nothing we can do about this as the shipping options are automatically listed from least to most expensive, and we can only set shipping options at a state level. If you did not change the option when checking out, when we process your order it is treated as a pickup and we will email you when ready. If you want the order shipped we can issue you an invoice for the shipping charge and ship your order once that has been paid. We are very backed up on handling issues like this right now so there will be a delay in invoicing you and shipping your order.
In store hours: We are closed for in store shopping and are not taking appointments. We had closed in store retail earlier this year to focus on our online store, and we will not be reopening for normal hours. Our focus is processing online orders and closing the business. For local customers, you can order online and select in store pickup, which is available 9am-2pm on weekdays.
Longarming: We are no longer offering longarming. We are also no longer a pick-up and drop-off location for Kathy at Thread Bear Quilting, but she is separate from Pink Castle Fabrics and is still very much in business! See her website at http://www.threadbearquilting.com/ for information on her service and contact info.
The Stitchery: For anyone inquiring about our second retail store, The Stitchery in Howell, MI, we had sadly closed that for reasons unrelated to the COVID virus and the shelter in place order that was active for about two months here in Michigan. The Stitchery will not be reopening.
If your issue is important and not addressed above, you can call us at 877-808-8695 or email us at firstname.lastname@example.org, although we are not able to respond to email in a timely fashion currently. We are here weekdays from 9am-2pm.
Thank you for all your support through the years.
Pink Castle Fabrics