Shipping policy

Thank you for shopping with The Pepper Pot. We are passionate about needlepoint & mahjong and are committed to making your online shopping experience as smooth and enjoyable as the craft itself. Please read our Shipping & Return Policy carefully.

Questions? Contact us anytime at orders@thepepperpot.co or (224) 385-3481.

1. Shipping Policy

1.1 Order Processing Time

All orders are processed within 3–5 business days (Monday–Friday, excluding federal holidays) after payment is confirmed. Orders placed on weekends or holidays will begin processing the next business day.

You will receive a shipping confirmation email with a tracking number as soon as your order leaves our offices.

1.2 Domestic Shipping (United States)

We ship to all 50 states and U.S. territories via UPS. The following service levels and rates apply as determined by UPS:

• Standard Shipping 3–5 business days — FREE on orders $200+; this applies to orders containing inventory items totaling $200, before shipping and taxes. $14 shipping on orders under $200
• $4 processing and handling fee on all orders
• Priority Shipping (UPS 2nd Day Air): 2–3 business days
• Express Shipping (UPS Overnight / USPS Express): 1–2 business days

Free Shipping Threshold: Orders totaling $200 or more (after discounts, before tax) automatically qualify for free Standard Shipping. This threshold is subject to change; the rate displayed at checkout is final.

1.4 Special Considerations for Needlepoint Products

• Canvases are rolled (never folded) and shipped in protective boxes and mailers to preserve painted threads and canvas integrity.
• Thread and floss orders are packaged in waterproof packaging to prevent water damage.
• Framing accessories and hardware ship in bubble-padded envelopes or boxes as appropriate.
• Large or oversized canvas orders may require additional handling time and may incur a dimensional-weight shipping surcharge, noted on the product page.

1.5 Order Tracking

A tracking number is emailed to you once your order ships. You can also track your order by logging into your account on our website. Please allow up to 24 hours after receiving your tracking email for the carrier's system to update.

If you have not received your tracking information within 5 business days of placing your order, please contact us at orders@thepepperpot.co.

1.6 Lost, Stolen or Damaged Shipments

If your package is lost in transit or arrives damaged, please notify us within 7 days of the expected delivery date. We will work with the carrier to file a claim and, once resolved, reship or refund your order.

The Pepper Pot is not responsible for packages that are confirmed delivered by the carrier but reported stolen. We strongly recommend shipping to a secure location or using the carrier's package hold service.

To report an issue, email orders@thepepperpot.co with your order number, a description of the issue, and photos of any damaged packaging or contents.

2. Return & Exchange Policy

2.1 Our Commitment

We stand behind every product we sell. If you are not completely satisfied with your purchase, we will do our best to make it right. Our goal is for every stitcher to love what they receive from The Pepper Pot.

2.2 Returns & Exchanges

All sales are final. Requests for exchanges will be evaluated on a case-by-case basis to determine if canvas(es) and/or thread(s) are eligible for exchange. This includes but is not limited to the following criteria:

• Items must be unused, unworked, and in original condition.
• Canvas must not have any stitching begun, painted areas masked, or canvas cut/trimmed.
• Thread, floss, fiber, books and all accessories must be in original packaging with labels intact.
• Items must be accompanied by the original packing slip or proof of purchase.

2.3 Non-Returnable or Exchangeable Items

The following items cannot be returned or exchanged due to their customized nature.

• Custom or personalized canvases (monogrammed, name-specific, or commissioned designs)
• Canvases that have been started (any stitching present)
• Cut threads, loose fiber, or any product sold by the yard or cut to order
• Sale or clearance items
• Digital downloads, patterns, or e-books
• Gift cards and store credit

2.4 Defective or Incorrect Items

If you receive a defective item or an item that does not match your order, please contact us within 7 days of delivery at orders@thepepperpot.co. Include:

• Your order number
• A description of the defect or discrepancy
• Photos clearly showing the issue

We will arrange a prepaid return label, reship the correct item if available, or issue a full refund at your preference, at no additional cost to you.

3. Additional Policies

3.1 Gift Orders

If you are purchasing a gift, you may request that we omit the packing slip (pricing information) at checkout. The recipient may return the gift for store credit within the standard 14-day window using our return process.

Gift cards are non-refundable, have no expiration date, and cannot be redeemed for cash.

3.2 Order Cancellations & Modifications

We begin processing orders quickly! If you need to cancel or modify your order, please contact us within 2 hours of placing it at orders@thepepperpot.co.

We cannot guarantee cancellations or modifications after the 2-hour window. If your order has already shipped, please follow our return process.

Custom or personalized canvas orders cannot be cancelled once production has begun.

3.3 Store Credit

Refunds issued as store credit will appear in your account within 3 business days and never expire. Store credit is applied automatically at checkout and can be combined with promotional discounts.

3.4 Policy Updates

The Pepper Pot reserves the right to update this policy at any time. Changes will be posted to our website with a revised effective date. Continued use of our site and services after changes are posted constitutes acceptance of the updated policy.