FAQs

Yes! Crazy Moose Fabrics, LLC, our parent company, was founded in 2007 and we have many years of experience in providing quality products to our customers worldwide. We offer a securely encrypted online store and do not have access to your credit card information - we can only see the last 4 numbers of your card and the card information is destroyed after processing not stored anywhere or printed for your added security. We also offer Paypal and Amazon Pay as payment options if you prefer not to enter your card information onto our site at all. 

Will you sell my information? Will I get spam from you?

Never! All information you provide is ONLY used to process and fulfill your order. We do not work with any 3rd party companies nor sell your data to anyone. Even internally, access is limited to even the most basic name and address information. See our full privacy policy here.

What happens if an item is sold out? Will I get a refund?

When you place an order, your payment is authorized, but not charged. This means that your payment method of choice (Paypal, Amazon account, or Credit Card) is verified with the payment provider to make certain the account number and other information you entered is correct. This is only an authorization and it may or may not appear on your statement (some payment providers show authorizations, some don't and sorry, but we have no way of knowing how yours works). The authorization allows us to verify your order making sure items you ordered are available and helps us avoid fraudulent orders using stolen payment information.  Once verified (our fraud division may take additional time to clear an order in some cases), your payment method is charged completing the payment.

Due to this authorization process, if the item(s) on your order are not available and you do not want to wait for them or replace them with other items (we will email you a notice and options), your payment will actually not be completed so there will be nothing to refund. If payments are not completed by us within a certain amount of time (it varies by payment method), the authorization will automatically expire or be voided.

Occasionally an item will be sold out that we thought was available. In those cases, you will receive an email notice from us with your options and if you decide to cancel, your order will be refunded (refunds can take 3-10 business days to process and appear on your account).

How fast can I get my order? 

If you must have an order by a particular date, choose a shipping method with faster delivery times (like Priority Mail). If you need it even faster, be sure to note it in the comments when you are checking out so we can try our best to meet your deadline (sorry but we cannot guarantee delivery dates outside the US due to customs). 

How can I change or cancel my order?

Contact us. If your order has not been shipped yet, we will cancel and refund it immediately (refunds can take 3-10 business days to process and appear on your account). If it has been shipped, you can refuse delivery or return it for a refund. 

Do I have to pay sales tax?

Sales tax is only charged for orders delivered within the state of Maine, USA.

Will I get a tracking number?

Yes, once your order ships, you will receive a tracking number - if your order contains multiple items, you may receive more than one. Please note not all countries provide tracking information and the tracking number may not show information until it is scanned by your local delivery service. This is unfortunately beyond our control.

Where are you located? Where do you ship from?

Our offices are based in beautiful Greenville, Maine.  All orders ship from this location.

Where do you ship to?

We ship worldwide except for parts of Africa, India, and Korea. Unfortunately, we have had a high amount of lost shipments going to these countries and until delivery is more reliable, we do not want to waste your money or ours trying to deliver to them. If you are located in these countries and want to risk delivery, you can set up an account with a freight forwarding service and provide us with a US address to ship to. Please note that once delivered to this US address, we are not responsible for delivery to your country and any lost items will have to be filed with the freight forwarding service.

What if I don't like what I ordered? Can I return it?

Absolutely! In most cases, you can return or exchange any item. There are some restrictions - see our full return policy here. Once you submit a return ticket, please wait for instructions.

Will you send me a pre-paid return label?

For domestic returns, if the product is being returned due to our error, we will email you a pre-paid USPS mail label that you can tape to your package. Once you receive the return instructions, you can just box your items and use the label. For international returns, please use the most inexpensive means possible to return the merchandise. If the return was due to our error, you will be reimbursed at the time you receive your refund for the product.

Do your prices include VAT or custom's fees?

No. As a US-based company, we cannot estimate these charges or pre-pay them. If your country charges customs fees or import taxes, you will generally be notified by the shipping company and need to pay it before delivery is made. Contact your country's customs office for information. We are not responsible for unclaimed shipments and cannot issue refunds or reship for free.

Can I get a printed catalog?

Due to the high cost of printing, we do not offer a printed catalog. You are free to print any section(s) of our website though for future reference.

Do you sell wholesale?

No, we do not offer wholesale services.

More to Come. Have a question? Ask it here.