FAQ

General Issues

1. I have a question about my order, how should I send that question to you? 

Please send your questions about your order, or the products you ordered to hello@fabricationsottawa.com, so that we can direct your question to the best person to answer it. Emails are easier to track, so we can give you our best customer service.

Please don't use a social media DM for your question. Please DO use social media DMs to share your projects, make comments about what we're doing, and, well, socializing!  

2. I have a question about some fabric, should I call the store? 
You can call us at 613-854-9091, or better yet, you can set up a Virtual Shopping Trip and we'll walk you around the store, show you the fabric and help you make your order. 

Online Ordering and Payment

We have updated our online ordering and payment system, to make it easier for our customers to select Store Pickup and to receive good, up-to-date information on the status of their order. 

This update has changed the way you pay for your order: 

  1. The Store Pickup option is no longer available if you choose to pay with Apple ShopPay or Google GPay.
  2. The Store Pickup option is only available if you click the green CHECKOUT button and pay through Shopify.
  3. Expedited shipping through Canada Post is available for all payment methods, and shipping charges are calculated and shown in the payment window. 

Shipping

Due to the high volume of orders we're receiving, and social distancing limiting the number of staff available to fill your orders, we are having trouble achieving our promised turn-around of two to three days on orders. We ask for and appreciate your patience!
1. I chose Expedited Shipping, when can I expect my order to arrive? 
You will receive a tracking number when we print your shipping label.  You should receive your package within 2-7 business days after that.
2. I chose Store Pickup, when can I pickup my order and is it safe? 

We will send you an email when your order is ready for pickup. Please wait until you receive that email before coming to the store, and follow the directions on the sign when you arrive. 

Please note that Store Pickup is available Monday to Saturday (not Sunday) between 11 am and 3 pm. 

We have developed a contactless method of pickup:
  1. When you arrive, please go to the side/back of the store and ring the doorbell.
  2. We will open the back door and ask for your last name. There is a sign  indicating where you should stand to maintain a safe distance.
  3. We will retrieve your package, open the back door and ask you to confirm your first name. Please remain standing at the safe distance while we do this.
  4. We'll then put your parcel in the shopping basket by the door.
  5. After we've closed the back door again, you can come forward and take your parcel.
3. What happened to the Hand Delivery option? 

We have made the decision to cancel Hand Delivery, and focus our time and staff resources on fulfilling orders quicker instead, and added Saturday to the Store Pickup schedule for added convenience.

4. I want to combine two orders for shipping or pickup. Can I do that? 

Unfortunately, no.

There's significant added administrative work to finding your two orders, ensuring that we combine the correct orders, and that we sort them properly. We just can't take that time away from everyone else's orders.  

5. What are your shipping rates?

In response to our high volume of online sales – Thank you, you’re all amazing! – and the unsustainable costs of shipping, we’ve changed our shipping rates.

CANADA:

To addresses in Ontario, Quebec, and Manitoba, shipping rates are:

  • Orders under $60 (before taxes): $10.00
  • Orders under $125 (before taxes): $15.00
  • Orders over $125 (before taxes): Free  

To the rest of Canada, shipping rates are: 

  • Orders under $60 (before taxes): $15.00
  • Orders under $125 (before taxes): $20.00
  • Orders over $125 (before taxes): Free

All of our Canadian packages are shipped as expedited parcels with tracking.

UNITED STATES

To addresses in the eastern states, shipping rates are: 

  • Orders under $50 (before taxes): $12.50
  • Orders under $100 (before taxes): $17.50
  • Orders under $150 (before taxes): $20.00
  • Orders over $150 (before taxes): Free

To addresses in the southern and western states, including Yukon and Hawaii, shipping rates are:

  • Orders under $50 (before taxes): $15.00
  • Orders under $100 (before taxes): $20.00
  • Orders under $150 (before taxes): $25.00
  • Orders over $150 (before taxes): Free

All of our U.S.A packages are shipped as expedited parcels with tracking.

INTERNATIONAL SHIPPING
We are not able to offer free shipping for international orders.

Also, for some regions of the world, we are able to offer shipping with tracking, in others we can only offer AirMail shipping without tracking.

For shipping rates, please create your order and check the shipping rate quoted, or contact us and we will quote you the shipping rate. 

Regardless of the shipping method you choose, you will receive a notice when we create your shipping label so you'll always know where your beautiful fabric is and how long you'll have to wait for it to arrive!

5. My order wasn't what I expected, how do I return it?

Please contact us at hello@fabricationsottawa.com if you want to return an item for a refund or exchange. Please wait for approval before shipping any products back.

Return shipping is at your own expense.

Please note that returns are accepted up to 21 days after online purchase. Returned items must be unused and in the original packaging, with a receipt or proof of purchase.

We do not accept returns on:

  • Fabric, and any item cut to length at customer's request such as ribbon, elastic or trim,
  • Patterns,
  • Gift cards, and
  • Sale items. Only regular priced items may be refunded.

PLEASE NOTE: We do our best to ensure colour accuracy in our product photos. However, due to colour variances in every monitor and mobile device screen, we cannot guarantee that colours will be an exact match to what you see online. Please keep this in mind before completing your order.

Privacy Policy/Terms and Conditions

1. What is your privacy policy? How do you protect my personal information? 
Your personal information is important to us. Please see our privacy policy here

Machine Rentals

Please note, we have cancelled our open Sewing Studio for the duration of the State of Emergency.
1. When can I use the sewing studio and machines?

Our sewing studio is available during business hours whenever a class is not scheduled.

Check our calendar to view the class schedule. Please phone us as 613-854-9091, email hello@fabricationsottawa.com or drop in during store hours to reserve your time.

The sewing studio is open to current and former students and is independent, unsupervised project time, and an opportunity to use our machines, cutting table and supplies. You must know how to use a sewing machine or serger to sew by the hour!
2. What are your machine rental policies?

Rental use of sewing machines, sergers, and coverstitch is $10/hour including taxes.

Use of cutting tables etc., remains at no charge.

In order to use the sergers and coverstitch machine, customers must show they are able to use these machines safely and properly with our 'Serger Certified' card:

  • Customers who take the Serger Basics 1 class will automatically earn both a ‘Serger Certified’ card, and a Sewing Club card giving them 10 hours of sewing studio time.
  • Customers who have previously taken the Serger Basics 1 class may contact the store to obtain their card.
  • These policies are subject to change without notice.

    These policies are in place to ensure the safety of our customers and the long life of the machines. We thank you for your understanding and cooperation.

    Class Policies

    1. I've signed up for a class, but I need to cancel, what can I do?

    Please contact us at hello@fabricationsottawa.com to let us know that you can't make your class.

    There are no refunds for missed classes.

    Students who withdraw from a class with more than 72 hours notice will be issued store credit on their account that can be used for future classes or in-store purchases. Students who withdraw with less than 72 hours or who don't show up for a class forfeit their registration fee.

    2. What if not enough people sign up for a class?

    In the rare event that our minimum class enrollment is not met, we reserve the right to cancel the class. In cases where we cancel a class, students will be offered a full refund of the registration fees, a store credit, or a transfer to another class.

    Minimum registration is noted on each class listing.

    3. I want to sign up for a class, what do I do?

    Just go to our Classes page and find something that interests you! Please read the descriptions carefully to make sure you choose a class at your skill level.
    If you've never sewed before, try a beginner class.
    If you've sewed a little bit but want a refresher, try our advanced beginner classes.
    If you're ready for some adventure in your sewing, take a look at our intermediate and advanced classes.

    Our classes are small; enrollment is limited. As a courtesy to our instructors and other students, please be sure to check your calendar before booking a class. In order to reserve your space, a 100% non-refundable deposit is required.