FAQ - All those questions!

When are you open? 

Please see our hours here

I have a question about the store (your classes, your products, a special order) what should I do? 

Please send your question 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! 

How does online ordering and payment work?

  • Once you have added items to your cart, click the Checkout button. 
  • On the next page, log in to your account if you have not already done so. 
  • Then choose either the Shipping or Pick Up option. 
    • If you choose Shipping, you will have a few options to choose from for how your package will be delivered to you.  Please see our Shipping page here for more information. 
    • If you choose Pick Up, your order will remain at the store until you pick it up.  Please see below for more information.
  • Choose your payment method, add any discount codes if applicable, and click on PAY NOW.

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.

I chose Store Pickup, when I can pick up my order?

We will get your order cut and packed as quickly as we can. We will send you an email notification when your order is ready for pickup. Please wait until you receive that email before coming to the store. 

Please note that Store Pickup is available at the following times:

  • Monday-Friday: 10:00 am - 6:00 pm
  • Saturday: 11:00 am - 5:00 pm
  • Sunday: 11:00am - 4:00pm 

How long will you hold my order for me to pick up?         

We’ll hold your online order for 6 months from the date you receive your pickup notification.

If your order hasn’t been picked up within that time:

  • We’ll send a reminder email or call before the 6 month mark.
  • After 6 months, the order will be cancelled and refunded (minus a 30% restocking fee).
  • Cut fabric, kits, special orders, and sale items are non-refundable and will be forfeited after 6 months if not picked up.

If you need extra time, please contact us — we’re happy to extend the pickup window when possible.

I have a question about shipping and returns. 

They're all answered here.

Do you have a loyalty/rewards program?

Yes, we do!  You can find out more information here.  

What is your privacy policy? How do you protect my personal information?

The security of your privacy and your personal information are important to us. Please see our Privacy Policy here.

We have been getting a lot of comments and questions about how we are handling the evolving situation with tariffs. 

Please read this issue of our newsletter, where we outlined our decision to support Canadian companies as much as possible, while maintaining relationships we have built with like-minded small businesses in the US.