FAQ - All those questions!

Welcome to our Frequently Asked Questions page where we try to answer any questions you might have about shopping with us​. If we've missed something, please let us know and we'll do our best to answer all your questions. 

This page includes information about: 

Shopping Appointments

Questions about Orders, and our Products, 

Online Ordering and Payment

Shipping

Returns

Our Privacy Policy and Conditions

 

Shopping Appointments

We are all adapting to our new "normal" in the global pandemic, where the only real constant is...change! Everyone has lots of questions about how we are managing in-person shopping. 
Are you open to the public for in-person shopping? 

We are currently open for in-person shopping by appointment only.

Book a shopping appointment through our website, using the Shopping Appointments link. We have appointments available Tuesday through Saturday. 

In person appointments are available for up to two (20 people (bring a friend!).

When booking you will be asked for the contact information of all attendees, in case we need to provide contact tracing information to Ottawa Public Health.

How can I book an shopping appointment?

It's quite easy!

  1. On the homepage, click on Shopping Appointments in the top menu bar.
  2. Find a date and time slot that works for you.
  3. Select an in-person, telephone, or video appointment.
  4. Complete the booking registration:
  • In person shopping appointments include a $20 booking deposit to secure your time slot, which will be applied towards your in store purchase.
  • Virtual appointments do not require a deposit. 
What are the protocols for shopping appointments?

In person shopping appointments are limited to 30 minutes. Please arrive on time.

But also please don't arrive early! We need to allow 15 minutes between each appointment to wipe down all high touch surfaces and get ready for our next customer - you!

We have rearranged the store to assist in maintaining social distance. Please wear a mask to your appointment; if you do not have one, we have disposable masks available. Before you enter, you will be asked a series of screening questions, based upon guidance from Ottawa Public Health.

You will be asked to sanitize your hands upon entry, and leave all personal belongings by the door in order to reduce cross-contamination.

What should I do if I’m sick and/or quarantining?

PLEASE DO NOT ATTEND YOUR SHOPPING APPOINTMENT IF YOU ARE SICK.

Please give us a call at 613-854-9091.

We will transfer you to a virtual shopping appointment by phone or video, or move the appointment to an open (unbooked) shopping appointment to a date when you are able to attend.

Can I just walk in? Do you offer any drop-in shopping appointment slots?

Unfortunately, we cannot accept walk-in traffic at this point. We're just too small a space! and we can not guarantee your and our safety. 

However, we offer curbside shopping from 11 a.m. to 5 p.m, Saturdays to Mondays, for items that do not require cutting (notions, patterns, embroidery, etc). So if you just need some thread or another stitch ripper, stop by and we'll be happy to help!

General Issues

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!  

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. Shopify does not offer the Store Pickup option 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. If you're having trouble getting away from a default ShopPay or GPay page, try checking out as a guest.
  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 we can bring in at any one time to process 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 while waiting for your order!

I chose Expedited Shipping, when can I expect my order to arrive? 

We will get your order cut, packed and shipped as quickly as we can. You will receive a tracking number when we print your shipping label.

Unfortunately, now that we're in the holiday season, Canada Post is cautioning everyone that increased shipping volumes may delay delivery times, so we can't expect them to meet their usual service guarantee of 2 to 7 business days.

I chose Store Pickup, when can I pickup my order and is it safe? 

We will get your order cut and packed as quickly as we can. 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 Sunday between 11 am and 5 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.
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.  

What are your shipping rates?

In response to our high volume of online sales – Thank you, you’re all amazing! – we offer the most economical shipping rates we can manage.

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!

Returns

My order wasn't what I expected, can I return it, and how?

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,
  • Opened 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.

I was given a gift from your store, but it's not what I wanted. Can I return it? 

While we love that someone thought of Fabrications for their gift-giving, we get that gift-giving is tricky and not always quite right. We're more than happy to help you get exactly what you want and need! Please contact us at hello@fabricationsottawa.com and we'll see what we can do!

Please note however, that in most cases, we can't give an exchange or refund for anything cut, such as fabric, ribbon, elastic and trim. 

We will happily exchange or give store credit for items like unopened patterns, or notions and tools.

Privacy Policy/Terms and Conditions

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