Thank you for your e-mail. We are running with a very small staff and emails are only being checked a few times a week and we are unable to answer the vast majority. We've assembled a frequently asked questions list below, so you can check there to see if your issue is addressed. If it is not and your issue is important, you can call us at 877-808-8695. We are here weekdays from 9am-2pm.
Answers to some questions we are hearing:
Order status: The response to our announcement that we are closing was incredible. We are very touched by all the messages and orders. We worked as hard as we could to get all the orders out in a timely fashion but there were significant delays on the order of weeks, but we are finally (mostly) caught up as of July 24th, 2020. There are a few orders with various issues that we are working on, and we will be going through our queue to make sure we haven't missed anything. We thank you all for your patience as we've worked to get everyone their fabric.
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 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 are issuing checks. We have now sent out all the checks we could. Due to some technical issues we did not have physical addresses for some customers and have emailed all of those customers asking for their address. If you have not received a check yet, please look through your inbox and spam folder to see if we need your address. If you don't have that email, your check may have gone out in the last few days and may simply still be on the way.
Free Local Pickups: All orders placed with our Free Local Pickup option have been processed and emailed. We are asking everyone to come pick up their order(s) by 4pm on Friday, July 24th, 2020. If you are unable to do that, please email us so we can invoice you for shipping and send your order to you. You can still shop with us online but we have disabled the option for Free Local Pickup, so all future orders must be shipped.
In store hours: We are permanently 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.
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.
Machine service: We are no longer offering machine cleaning or repair. For general service in the Ann Arbor area, we recommend Ann Arbor Sewing Center. For Janome warranty service, please see https://www.janome.com/find-a-dealer/ to find your nearest authorized Janome dealer.
We are truly sorry for the inconvenience, but please know that your message means a lot to us and we will get back to you as soon as we can.
Pink Castle Fabrics