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, 

Fab Funds!

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? 

Yes! we are! We are open to customers Monday to Friday 11 am to 6 pm, and Saturday and Sunday 11 am to 5 pm.

We are operating at a maximum capacity of 10 customers in the store at any one time. If we are at capacity, we will ask you to wait outside until some customers leave.  

Also, depending on capacity, you are welcome to enter the store to pick up an online order, (or you may remain outside if you are more comfortable with that, and we'll bring your order to you). 

Questions about Orders, and our Products

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. 

Fab Funds!

How can I collect points?

To start collecting points, click the Fab Funds icon on the bottom right of each page. 

  1. Click the Join Now button.
  2. Fill in your contact information, and click the Create button to create your account. 
  3. You will receive an invitation email. Accept the invitation and start collecting points!

How can I redeem my points? 

This sounds like a lot of steps, but it's actually quick and easy! 
  1. To redeem your points, click the Fab Funds icon on the bottom right of each page. 
  2. If you haven't signed in yet, sign in. 
  3. Once you've signed in, there should be a message for you at the top of the Fab Funds popup. "Your rewards. You have one reward available."
  4. Click the message. 
  5. The popup will display your eligible rewards. Choose one. 
  6. The popup will display the discount code and an Apply code button. 
  7. Click the Apply code button, the discount will be applied to your cart, even if you haven't put anything in it yet. 

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

We are happy to ship to customers all across Canada (and the world!) We endeavour to process your orders as quickly as we can, usually the day they come in, and ship them out as quickly as we can as well!

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.

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 Saturday 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 on the table just inside the door.
  5. After we have stepped back from the door, you may come forward and collect your package.

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

Unfortunately, no. Well, not always.

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.    

In the rare case that two orders shipping to the same person are on our shipping desk at the same time, we *may* at our discretion choose to combine those orders in order to save on shipping costs.  If we find that there is a significant difference between what you paid for shipping for the multiple orders, and what we paid to ship them to you, we *may* refund the difference, at our discretion.

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