When will my order ship?
Complete in-stock orders received before 12:00 pm EST will be shipped same day. Orders placed after 12:00 pm EST will be shipped the same day or the following business day. If an item is out-of-stock we reserve the right to hold the order while attempting to contact the customer for a substitution. We do not ship on Saturday or Sunday.
What domestic shipping service you offer?
We offer two services for domestic shipments:
- First-Class Mail® is a fast, affordable way to send envelopes and lightweight packages up to 13 oz. Expect delivery in approximately 2-5 business days.
- Priority Mail® service is a great choice for shipping packages and envelopes. Includes free package tracking and Saturday delivery. Expect delivery in approximately 2-5 business days.
- UPS Ground® covers all 50 states and Puerto Rico and is more affordable for larger and heavier packages. Expect delivery in approximately 3-7 business days.
What international shipping services do you offer?
We offer two USPS services for international shipments. Once an international order has reached customs it is the sole responsibility of the customer to obtain the package. All customs fees or additional taxes are the sole responsibility of the buyer. First Class International shipping may take up to 45 business days. We encourage Priority Mail International when time sensitivity is important.
- First-Class Package International Service™ (FCPIS™) is USPS’s most affordable international service for small packages. Send anything up to 4 lbs (cannot exceed $400 in value) to more than 180 countries. Delivery time varies by destination but it is not uncommon for a package to take 6 – 8 weeks for delivery. If you need it sooner choose Priority Mail International.
- Priority Mail International® service is a reliable and affordable way to send mail and packages up to 70 lbs to over 180 countries. Delivery time varies by destination.
What if I want to return an item?
We accept returns on unopened goods for store credit or a refund within 14 days of receipt. There are no returns for needles, needle felting tools with needles, wet felting tools, merino roving, wool batts or luxury fibers. All finished goods (gallery items) may be returned within 14 days for store credit only. Do not send your return without first contacting us to receive prior authorization. We charge a processing fee of 10% for cancelling an order before it ships or a restocking fee of 15% for orders that are returned. (Return shipping is the customer’s responsibility unless NEFS has shipped you a product in error.) Thank you for supporting our small business.
Can I add to an already placed order?
If you would like to add something to an order please email us immediately at email@example.com with your order number and desired additions. If your package is still at our facility we can add to your order. New England Felting Supply reserves the right to reject any additions if the order has already been packed.
If I place two online orders within the same day will they be combined?
Two online orders placed in the same day will be processed as two shipments. New England Felting Supply is not responsible for combining orders and reimbursing shipping costs.
Can I back order items that are out of stock?
We do not back order out-of-stock items. However customers can be automatically notified be via email when an item is in-stock. Navigate to any out-of-stock item in our shop to sign-up for notifications.
My tracking number indicates that my package was delivered but I don’t see it. What should I do?
It is the sole responsibility of the buyer to be available to receive the order or to provide a safe place for the carrier to leave the package. If the carrier attempts to deliver a package but cannot do so because of an incorrect address provided by the customer, New England Felting Supply is not responsible for tracing, tracking down, or re sending the order. If an order is returned to New England Felting Supply, we will contact you for correct shipping information and resend. Standard shipping charges will apply for reshipping.
If an order is left at your door (as indicated by the online tracking system) and the buyer is not there to receive it or if it is stolen from your doorstep, New England Felting Supply is not responsible for replacing or re sending your order or investigating. Please use the tracking information provided in your order to communicate with the carrier in the investigation of your missing package. Once confirming that your order has been stolen please contact your credit card company. Depending on their terms & conditions they may issue you a refund. However this is not guaranteed.
What is your preorder policy?
When you add a PREORDER item to your cart you are reserving that item. Item and shipping costs are charged at the time of your preorder. If you place a regular order in addition to your preorder we will ship you the other items immediately and the preorder when it arrives. No refunds are available on preorder items.