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Return Policy

All exchanges/returns must be pre-approved by our Returns Department and you must obtain a return authorization number and return instructions before shipping items back. Please do not return any product to us without a Return Authorization number (RA#), . Products returned to us without an RA # will subject to restocking charges of 15%, solely determined by our offices. You can request a return authorization within the first 30 days from the date of purchase. Authorized returns are for a store credit. All store credits are valid for one year. If you require assistance completing the online return form, please contact our Customer Service Department at 1-800-836-6536. Customer Service hours are 10AM to 6PM CT Monday through Saturday and 12PM to 5PM on Sunday.

Unopened: Unopened merchandise that can be returned to the manufacturer may be returned for a full store credit less all shipping costs. This means that the merchandise must be in a factory sealed box with the seal unbroken. Shipping is non-refundable, and items purchased originally with Free Shipping will have standard ground shipping fees deducted from the store credit. All returns are subject to inspection before a store credit is given. Certain products may have a restocking fee of 15% or more. This may or may not be indicated on the product page.

Opened: Opened merchandise that can be returned to the manufacturer may be returned for a store credit less a 15% restocking fee or the vendor's restocking fee for all items, providing merchandise is returned double boxed in its original factory carton, undamaged with Styrofoam, warranty card, instruction manual and all included accessories. Certain products may have a restocking fee of more than 15%. This may or may not be indicated on the product page. You will be charged extra for any missing or damaged items upon return. Shipping is non-refundable, and items purchased originally with Free Shipping will have standard ground shipping fees deducted from the store credit. All returns are subject to inspection before store credit is given.

Software: SewKnit allow no exchanges, store credits, or refunds on software unless defective at the time of purchase and only for the same exact product.

Factory Defects: We will repair or replace any warranty covered unit at our option within the first 30 days from the date of the order, if we determine it is defective in material and/or workmanship and in need of repair. If the unit cannot be repaired to correct warranty defects within 30 days from the date of the order, we will ask the manufacturer to replace the unit or offer a comparable unit from our own stock. We have to see the unit first to determine if the problem(s) you are having are covered by the manufacturer's warranty or our return freight cost reimbursement. We will only reimburse you for ground shipping expense in Canada. For authorized RA# returns on warranty repairs if returned within the first 30 days from the date of purchase. We do not accept COD returns.

Customized Items: Any item ordered with customized specifications cannot be returned. Customized items include, but are not limited to, items such as inserts created specifically for the customer's needs.

Shipping Damage

UPS: Please inspect your package when you receive it from the shipping carrier. If you notice any damage from shipping, please contact our Customer Service Department at 1-800-836-6536 to report the damage. DO NOT use the product. You must contact us within 5 business days. Make sure that you keep all packaging (boxes, shipping labels, packing material, etc...), as the shipping carrier will come to inspect the package. Please also review UPS' Terms & Conditions.

Freight Carrier: Always inspect your shipment BEFORE signing for it. It is best to completely remove your shipment from its containers regardless of the condition of the box, inspect it thoroughly, assemble the product (if possible), and if it is damaged make a note of the damage on the delivery receipt, or repackage and decline delivery. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition. If opening or assembling is not possible at the time delivery is received, it is best to indicate "possible concealed damage" regardless of the condition of the box(es). This is very important because once you have signed for your shipment it is your responsibility if it is damaged. Save your box and all packaging materials until you are satisfied that your product and all accessories are satisfactory (A good practice is to compact the boxes and give them a space in your basement or attic). Attempting a return to the manufacturer for repair/replacement is nearly impossible without the proper boxes!

Availability
We ship out most items from our warehouse in Toronto, Ontario. If you see the Availability for a product listed as 'Usually leaves the warehouse on the next business day,' the product will ship from our warehouse.

Carriers
We ship almost all of our packages via UPS in canada. Sometimes, we do ship packages via Postoffice. We do not take requests for the shipping carrier. Please make sure that you give us an accurate street address that can be delivered to. Delivery quotes are for business days only. Shippers do not ship on Saturday or Sunday and do not count those days in quotes.

Tracking Information
Many of our shipping points provide us with a tracking number for your package. If we get that information we provide it to you right away. However, if we do not get tracking information from a vendor, we will not be able to give you an exact delivery date.

International Orders
We are happy to ship internationally to most countries. If the address you provide is recognized by the UPS or PostOffice system, you will be provided with a shipping quote according to commercial carrier rate tables in Canada. If the shipping quote returns zero, then we will email you a shipping quote as soon as we manually calculate one for you. We, at SewKnit, do not know or have any control over customs, duty, brokerage fees, or any other additional fees that will be added by government agencies at time of delivery. We have no way of knowing what governments charge citizens of other countries beyond the actual shipping charges that we collect on our own invoices according to UPS or PostOffice rate tables.

Canada Shipping
We ship some of our items with Free shipping, as noted by this logo:
 Free Ground Shipping

If you see this logo, free ground shipping is included in Canada. All other orders will be charged the actual shipping charges from our warehouse to your door.

Shipping days are business days. This excludes weekends and holidays.



Agreement for Freight Line Deliveries

In order for your machine/cabinet order to go as smoothly as possible please read the following machine/cabinet order specifications and conditions:

  1. Sewing furniture and industrial sewing machines ships via truck line, and not UPS or FED-EX. Because of this, someone needs to be at home to receive and sign for the product when delivery takes place.
  2. Provide as many phone numbers as possible to ensure that the shipping company can contact you and let you know when your order will be delivered.
  3. The delivery driver is not responsible for bringing the product inside your home, up or down any stairs, or into any particular room. Their responsibility is to deliver the product to the delivery address and unload it from their trailer. The driver's responsibility does vary slightly from state to state, but this is a good guideline to remember. Most of the time the driver will help you get it through the first door, or into a garage, but it is always better to have someone with you to help unload your delivery.
  4. Always inspect your shipment BEFORE signing for it. It is best to completely remove your shipment from its containers regardless of the condition of the box, inspect it thoroughly, assemble the product (if possible), and if it is damaged make a note of the damage on the delivery receipt, or repackage and decline delivery. When you sign the delivery receipt, it is a legal contract that states that you accepted the product in that condition. If opening or assembling is not possible at the time delivery is received, it is best to indicate "possible concealed damage" regardless of the condition of the box(es). This is very important because once you have signed for your shipment it is your responsibility if it is damaged.
  5. When you are contacted by the freight carrier to set up an appointment for the delivery of your order, you must keep this appointment, or you will be responsible for any applicable redelivery fees.
  6. Save your box and all packaging materials until you are satisfied that your product and all accessories are satisfactory (A good practice is to compact the boxes and give them a space in your basement or attic). Attempting a return to the manufacturer for repair/replacement is nearly impossible without the proper boxes!
  7. Please contact SewKnit directly with any questions or if you need assistance.
  8. Inserts for sewing cabinets are usually shipped out via UPS or Fed-Ex, and customarily do not arrive at the same time as your cabinet. Delivery on inserts can take up to a few additional weeks to provide for the time it takes to create your insert.
  9. Replacement of damaged product will occur when funds are received from the shipping company after the claim has been filed. Normal claim time is 4 to 6 weeks.
  10. Problems can always be solved more smoothly if the proper channels are followed. In order to ensure your satisfaction with your purchase, we need your cooperation with these guidelines.
  11. Residential delivery, 2 man delivery, special lift gate trucks or remote delivery may require an additional charge to any freight quotations given at the time of order.SewKnit its suppliers and freight carriers may not know that your address is residential rather than commercial until the time of delivery, in which case additional charges may apply.