Cancellation policy

Some items in our store may be offered as pre-orders, special orders, or custom services. This policy explains how these work and cancellations apply to these types of purchases.

Pre-Orders

When you purchase a pre-order, you are reserving an item that is currently out of stock or not yet available in inventory. Many of our preorder items have already been placed on order and are simply due to arrive, while others may be ordered specifically on your behalf depending on availability.

Pre-order timelines may vary depending on the designer, distributor, or manufacturer and are outside of our direct control. We will always do our best to communicate estimated arrival times whenever possible. Some products have time frame estimates listed

Because many pre-orders are placed specifically on your behalf, cancellations may not be possible once your order has been submitted to the designer, distributor, or manufacturer.

Please review all preorder details carefully before completing your purchase.

If a preorder has not yet been submitted for fulfillment, cancellation requests may be reviewed on a case-by-case basis.

Once a preorder has been fulfilled or shipped, it falls under our Return & Refund Policy.

Special Orders and Personalized Items

Special orders, personalized items, and customized products are made specifically for you and are not eligible for cancellation, return, or refund once the order has been placed.

This includes personalized bags, special-order canvases, custom thread kits, and similar made-to-order products.

If you see a designer we represent but do not currently have the canvas you are looking for on our website, we would be happy to special order it for you. Special-order canvases placed on your behalf receive 10% off and are subject to the same final sale policy. The 10% is only for those canvases not seen on our site as a standard product.

Canvas Kitting Services

Canvas Kitting Services require an upfront reservation fee to secure your kitting spot.

Once your kitting service has been purchased and processing has begun, cancellations are not available. The service fee is applied toward your final thread purchase and is non-refundable once work has started.

If you have questions before placing a preorder, special order, or custom service request, please contact us at info@stitchsloth.com.