Policies & Shipping

Shipping

 

We try to get your orders out as fast as we can!  Orders are processed Tuesday thru Friday.

Everyone needs a break, so shipping may take longer around national holidays, like Christmas, and sometimes the weekend can throw a curve ball too.    

We charge flat rates for shipping by province. 

Thread orders are subject to parcel shipping charge for your region plus applicable taxes. This item has to be shipped as a parcel, and is not considered letter mail. If you have ordered thread and your select letter mail, we will contact you and send you an invoice for the difference in shipping. All shipping invoices much be paid in full before your item will be mailed to you. 

 

Canada:

Curb side Pick up available for locals only

CANADA WIDE LETTER MAIL:

0.01 - $20.00 - Letter Mail - Approx 2 metres of Fabric maximum (Envelope can not measure more than 2 cm high. - No tracking Provided $6.95

BRITISH COLUMBIA PARCEL FLATE RATE:

$20.01 - $249.99 - Flat Rate Canada (Insured for $100) Tracking Provided $10.95

ALBERTA~SASKATCHEWAN~MANITOBA PARCEL FLATE RATE:

$20.01 - $249.99- Flat Rate Canada (Insured for $100) Tracking Provided $13.95

REST OF CANADA PARCEL FLAT RATE:

$20.01 - $249.99 - Flat Rate Canada (Insured for $100) Tracking Provided $16.95

FREE SHIPPING ON ALL ORDERS CANADA WIDE (IMMEDIATE):

250.00 and up - Free Shipping for Orders over $250.01 (Insured for $100) Tracking Provided

SAVE TO SHIP (CUMULATIVE DELAYED FREE SHIPPING):

Please click here for the fine print on 'SAVE TO SHIP' - Launching May 1st, 2022

*Please note NWT and Yukon are subject to additional shipping charges on large items such as sewing machines and batting. Please contact us for additional information prior to purchasing.*

 

USA:

Small Packet Standard Shipping (under 500g) $12.95 No Tracking Provided

Large Packet Standard Shipping (over 500g) $19.95 No Tracking Provided

$250.01 and up - Free Shipping Tracking Provided

All orders to the USA must include phone number, this information is required by Canada Post. 

 

Rest of the world:

$0 - 50.00 - Standard Shipping $29.95 No Tracking Provided

$50.01 - $200.00 Standard Shipping $59.95 No Tracking Provided

$200.01 and up - Please contact us for Shipping Rates

 All International orders must include phone number, this information is required by Canada Post.

 

Need it there super fast? 

Needing your parcel expedited? We can do fast shipping for an additional charge, guaranteed, in 1-2 business days. Please contact us for more information.

 

Would you like insurance or tracking on your package?  

We can do that, but there will be an extra charge. Contact us for more information. 

 

Pick up my order option:

Live on Vancouver Island?  You can arrange a pick up instead to save the shipping.  Select the "Pick up by Appointment" and What will happen?? Please contact us via email, phone, text or chat on either Facebook or Instagram to make arrangements.

 

Lost, Stolen, Late & Damaged Packages

If you suspect your package is lost or have questions about the status of your order please contact us.  We cannot be responsible for lost, stolen, late or damaged packages, but we will do our best to help where we can. 

 

Parcel Insurance

Parcels shipped with in Canada and sent via Canada post have coverage up to $100. We have provided additional insurance options at the check out. Should your opt out of buying additional insurance, and your parcel is lost, you will be only covered for the amount purchased at the time of completing your order. 

 

Returns

All returns and exchanges are subject to a 20% restocking fee. Please contact us by email info@trollbrothersquiltdesigns.com within 14 days after your order has been received. Shipping is at customers expense for all returns. The item must be unused and in the original packaging. Once we've received it, we'll let you know it's here. Then we'll need to inspect it to approve an exchange or refund. We want you to be satisfied - we'll do our best to make that happen.  

 

Order Errors

If you notice there has been an error made with your purchase once you have received your shipment, please contact us as soon as possible so we can resolve the issue. 

 

Pre-Sale Orders

All Pre-Sale orders are final. No exchanges or refunds.

If you have pre-sale items, along with in stock items on your order, we will ship your order to you when it it fulfilled completely. If you would like these items shipped separately, please purchase your items on separate orders. We are unable to ship multiple packages, due to cost the cost of postal rates.  

 

Special Orders

All special orders are final. No exchanges or refunds.

If you wish to place a special order, we require full payment we then will place your order for the requested item.

Shipping Charges will be applied to all special orders. 

Special orders can take 2-8 weeks for delivery depending on the item. Upon arrival of your item it will be shipped to you immediately or we will contact you for local pick up. 

 

Subscription Clubs

***SUBSCRIPTION CLUBS ONLY*** If you add other items to your cart with any subscription club, you must pay for shipping.

Our subscription clubs are specially priced with shipping charges included, we are unable to add any extra items to your package.

Taxes & Duty

We charge taxes on orders sent within Canada. The amount will be calculated when you place your order, based on your the province you are ordering from.  

Orders sent to the United States or sent internationally are not charged tax.

Troll Brothers Quilt Designs is not responsible for any duty that may be applied to your order upon delivery. 


Privacy

We respect your privacy, and will not share your personal information with anyone.  

 

Thank You!

We appreciate your business, and want you to be a happy customer.  If you have any questions or concerns, please let us know what we can do to help. We are just an email away!  


FAQs

Q: Can I purchase insurance? Can I upgrade to a faster shipping method? 
A: Yes you can!  Email us to discuss the options.

Q: I never received my package. It didn't have a tracking number. Now what? 
A: We will investigate right away. Please email us at info@trollbrothersquiltdesigns.com to get the process started.  We'll do our best to help, though we cannot be responsible for lost or stolen packages.

Q: My package arrived damaged, and some items were missing - what can I do? 

A: Oh no! We can't control the postal service, but please let us know by email what was missing or damaged, and we'll see if there is anything we can do. Unfortunately, we cannot be responsible for items lost or damaged in delivery.  

Q: My pattern calls for fat quarters. Will you cut fat quarters instead of sending linear quarters?

A: Yes of course we will! Please put a note on your order for any requests you may have and we will do our best to accommodate. 

Q: Are your discount codes applied to all of your products in your shop?

A: Unfortunately we do not apply our discount codes to pre-sale or clearance items.

Q: I have ordered more than one Pre-Sale, how will this affect me for shipping?

A: If you have ordered both on one order you have the option of having it held until the next collection comes in, or for an additional flat rate charge we can send it out to you once it arrives.

 

If you have experienced previous issues with mail delivery (i.e. lost, damaged or stolen) we would recommend our shipping options that are tracked and insured.

 If you have any questions please email info@trollbrothersquiltdesigns.com we are here to help you!