Shipping 

Sellers are expected to ship all orders within three business days of the date the new order notification sent by Quiltster.com.  This means the order must be picked up by the carrier within this time frame to be counted as “on-time”.  

Sellers are required to offer Domestic Standard shipping which means buyers may expect to receive their orders within 4-14 business days from the time it has shipped.

Domestic expedited shipping and International shipping options are not available at this time.  

 

Tracking

Sellers are required to use a trackable shipping method and provide a valid tracking number.  Tracking numbers must be posted in Seller CMS which will send a notification to the customer.  

The order must show at least one carrier scan within the expected shipping time frame of three business days.  Some carriers may take up to 24 hours to enter the first scan.  This is taken into account before declaring an order as delayed.  

 

Delayed Orders

Sellers are expected to communicate shipping delays to buyers in writing with a clearly stated expected shipping date.  Any order shipping after the three business days requires this action. Examples of delays may include incoming patterns or fabric to complete a kit or pre-sales.

 

Missing Orders

Quiltster will likely require additional pertinent information about an order in question, when investigating missing orders. It’s important that Sellers respond promptly to requests to show both the customer and Quiltster that you are working towards a solution.

Sellers are responsible for covering the costs of missing orders.  It may be determined by Quiltster, Inc. to refund the customer immediately.  In these cases, the refunded amount is paid back to Quiltster via withholding funds from the Sellers’ future payouts.  Seller payouts may be paused until the total refund amount has been satisfied.

Missing orders may be defined as (but not limited to):

• A buyer never received their order.
  • The order was never shipped even though a tracking label was created and/or a tracking number was provided.
  • The order was shipped to an address other than the address provided on the order.
  • The order was lost in transit.
• One or more item(s) arrived damaged.
• The item doesn’t match the listing description.
  • Accurate photos and thorough descriptions are strongly advised for all listings.

It is the responsibility of the Seller to submit any claims (or initiate the process) to their primary source of coverage or to the shipping company to cover expenses of the item(s) in question.

All cases of missing orders are taken seriously and thoroughly reviewed prior to action being taken.  It is in our mutual best interest to take care of the customer first.  We understand that things happen and we appreciate your willingness to resolve these issues quickly.

 

Returns and Refunds

Quiltster Marketplace is a public shopping experience made up of independent sellers who run their quilting companies. Each seller sets their own pricing, sales, shipping rates and return policies. Individual policies will vary from shop to shop.

If you do not accept returns or exchanges on an individual item, you must include this detail in the item listing.

If a customer requests a return or refund, it is our intention to meet the needs of the customer first, while working within each shop's individual guidelines. Each return or refund request is facilitated by the Quiltster team in cooperation with the sellers involved to come to a quick and fair resolution.

**Quiltster reserves the right to refund a customer if the situation is determined by Quiltster staff to warrant one, regardless of the individual shop policies.  This is a rare instance and every attempt will be made to communicate with the individual shop prior to action being taken.**

To initiate a refund or return, use the Contact Support button in Seller CMS which can be found in the top right corner of the individual order.

The following details will be requested of the shop in order to determine next steps.

• Quiltster order number.
• A clear and thorough description of the issue.
• Your return policy in this situation.
• What you would like to see happen in accordance with your return policy.
• Breakdown of the refund (if applicable) including item SKU and quantity, price, shipping and tax along with a total refund amount.

Refunds are granted through Quiltster, Inc. If you enter into an agreement with a customer it is the responsibility of the shop to communicate the above details so a refund can be processed accordingly.