Ordering Information

We are here to help you. If you need information about a product, help with your order,
please fill out our on-line customer service form.

Also see, What Our Customer and Site Visitors Say.

To help better serve you, we have complied answers to some frequently asked questions
for your quick reference.

Shopping With Us:
How-To Shop and Place an Order
Order Anytime 24-Hour/7 Days
Credit Card Orders
On-Line Security Issues
International Orders
Order Confirmation and Spam Controls

On-Line Shopping:
Using the Shopping Cart
Cookies "Sorry, no items in your shopping cart" error message when placing an on-line order.

Shipping Information:
Fair Shipping and Handling (Packaging) Charges
Time and Methods of Shipment

Policies:
Canceling an Order
Backorder Policy
Special Orders
Sale Items and Discontinued Merchandise
Returned Checks and Credit Card Charge Backs 
Returns Policy

Problem With Your Order?
Please use our Customer Service Form.

How-To Shop and Place an Order

Buying from Fiber Images™ on-line is easy and secure. To shop for items in our catalog on-line, you may browse our catalog sections by clicking on the navigation tool bar on the left side of each page or click here to go to our Catalog Main Lobby Page.

To offer you a wide selection of crafting products, we also sell products through our affiliations with other quality web sites.
If you click on a link and are taken to another web site, you are on one of our affiliate's web site.

24-Hour, 7 Day Ordering Service.
We Offer Four Ways To Place An Order. Order Today.

We want your shopping experience to be enjoyable, safe and secure. You can order on-line for
credit card order 24-hours, 7 days a week (USA orders only). For international orders, please
complete our feedback form for further instructions.

1. Secure on-line credit card ordering with Visa or Master Card (USA delivery only).

2. Secure on-line credit card ordering of downloadable products (patterns, booklets, etc.)
that you may print on your own printer.

Credit Card Orders

We welcome Master Card and Visa credit cards.

Shopping with Fiber Images™ is safe and secure. Fiber Images™ accepts Visa and
Master Card through our secure shopping cart program (USA delivery only).

The check out area of our web site is safe and secure. This means that any information you send us is protected by encryption. It's easy to tell when you are protected by encryption - the lock or key at the bottom of your browser changes color or appears no longer broken. This varies depending on your browser.

We want you to feel safe and comfortable using our on-line shopping cart. You can add as many items as you wish to the shopping cart. When you are ready to check out, you will be directed to the secured areas of our site.

No matter how you place your order with us, we want you to have a buying experience beyond your expectations.

For all available items, shipments are made within 3 days of order confirmation and usually within 24 hours.

International Orders to Countries Other than the United States

We are sorry to tell you that the cost of converting non-US funds to US funds on credit cards has become unprofitable for our business. We can no longer accept international orders via credit cards. We will gladly accept orders to countries other than the USA with payment via postal money orders payable in US funds. For further information, please complete our feedback form.

Please note that we are only able to accept postal money orders denominated in U.S. dollars.
Checks must have a valid nine-digit bank routing number (ABA code) micro-encoded on the bottom of the check.

Please contact us so we can aid you in calculating the shipping charge. If you are ordering a one-of-a-kind item (i.e. a pattern model.), please e-mail us that you are mailing your order to us and we will hold the item until we receive your order.

Your business is very important to us, and we are working on increasing the number of payment options available to you.

Order Confirmation and Spam Controls

Spam control software features are designed to block "junk" email or email from unknown or unwanted senders. However, these blocking techniques may cause the unintended consequence of blocking messages that you really want to receive.

Please set your e-mail control to "accept all e-mail" so we may communicate with you. If you do not receive an order confirmation within 3 days, we have tried to send one to the e-mail address you provided and it has not been deliverable. If you need and Order Confirmation or shipment information, please complete the customer service form.

Using The Shopping Cart

We do not use "cookies" to gather information on our site visitors. Our on-line shopping cart does use "cookies" to gather information on the products you are ordering. If when placing an on-line order, you receive a message that says "sorry, no items in your shopping cart" this means your browser settings are set too high for "cookies" and the shopping cart will not operate. Simply "enable" cookies on your browser settings, place your order, and then if you wish "disable" cookies again.

We want you to feel safe and comfortable using our on-line shopping cart. You can add as many items as you wish to the shopping cart. 

You will receive an order confirmation from our office confirming what you have ordered and the total price including shipping/handling charges that will be charged to your credit card. Please enable your browser spam controls to "receive e-mail from all" so we may communicate with you.

If you experience any problems using our shopping cart, please complete the customer service form

Fair Shipping/Handling/Packaging Charges

Our shopping cart will not calculate variable shipping weights based on the total items ordered. When we process your order, if the shopping cart has charged your credit card an excessive amount of shipping/handling, we will credit your card with the difference between the amount charged and the actual amount due.

We try to keep our shipping/handling/packaging charges as low and fair as possible. It would be easier to charge a flat shipping/handling fee based on purchase price but this practice would be unfair to you. Our shipping charges are based on the package weight and not on the merchandise cost. We only charge you for the exact cost of shipping our products plus a nominal handling charge. Many of our items, especially sale items, are sold at or below our cost and the handling charge cover the cost of paying a person to package your order, process it, and take it to the post office.

All orders are sent with postal tracking service. Therefore, your shipping charges are calculated on the actual weight of the products shipped including order tracking costs.

If the item can be mailed in a flat envelope and weights less than 13 ounces, USPS First Class Mail in available. The minimum flat rate for USPS Priority Mail shipping/handling/packaging charge is $6.65 to U.S. destinations.

An order confirmation will be e-mailed to you stating the total merchandise order, any applicable tax, and the shipping/handling charges that will be charged to your credit card. You will also be e-mailed your U.S. Postal Service Tracking Number. To estimate your shipping/handling charges on credit card purchases, please see the Shipping Charge Chart.

Shipment tracking is applicable for all packages and your tracking number will be e-mailed to you with your order confirmation. You will be able to go on-line at U.S. Postal Service at http://www.usps.com/cttgate/welcome.htm and input your tracking number to see the status of your package delivery. You may also call the USPS track and confirm automated phone number at 1-800-222-1811 and key in your tracking number.

For non-USA shipments, please complete the customer service form for the shipping/handling charges. All shipments F.O.B. Lafayette, CO, USA.

Time and Method of Shipping

We use the U.S. Post Office First Class Mail, Priority Mail Service. This also means shipments can be made to P.O. boxes. If you prefer UPS or FedEx, please complete the customer service form, there will be an additional "pick up" charge for UPS or FedEx.

Whenever possible, we will use recycled packing materials.

After credit card approval is received for on-line orders, most orders are shipped within 24 hours of confirmation. Please allow 2-4 weeks for delivery of conventional mail-in orders.

Canceling an Order

Any item currently in backorder status, may be cancelled, just complete the customer service form to cancel the item from your order, please include the order number. Items that have already entered the shipping process cannot be cancelled.

Backorders

We always try to have our advertised merchandise in stock. If you order a product that is out of stock or backordered, we will e-mail you with the product's expected date of availability.

Special Order Merchandise

We do not normally stock a few items listed on our catalog but we can special order them for you.  Please allow 2-4 weeks for delivery.

Sale Items and Discontinued Merchandise

If an item has been discontinued, we will e-mail you with that information.

Our "Pattern Models" and some handcrafted products are one-of-a-kind and sold on
"first come, first served" basis.

Sale items are also sold on a "first-come, first basis, while supply lasts" and when sold out,
will not be reordered.

Returned Checks and Credit Card Charge-Backs

Before you dispute a credit card charge, please complete the customer service form as you will be responsible
for the charge-back fee.

Returned checks and credit card charge-backs are charged $25.00 for handling fees.

Returns Policy

All sales are final on Sale Merchandise.
Patterns, Scrapbook/Portfolio Pages, and Calligraphy Guidelines are not returnable.
Shipping/Handling Charges are not refundable.
Pattern downloads are not refundable.

We only accept unopened products for return within 30 days of purchase date. Defective merchandise may be exchanges for the same item. On incomplete shipments, notify us within 30 days of receipt date so we can correct the problem. A Return Merchandise Authorization (RMA) number must accompany all returned products. We do not accept returns without a RMA.

To obtain a RMA, please complete the customer service form. Please include the name of purchaser, e-mail address used to place the order, the order number, a brief description of the product, and the reason for returning the product. Once you receive a RMA, ship the product back to us. You'll need to cover the cost of shipping. Please use a shipping company that can track packages. We are not responsible for lost or stolen merchandise or merchandise we do not receive. When your return has been received and processed, we will (1) credit your account for the amount of your purchase, less shipping/ handling/ order handling fees, and any applicable tariffs and taxes, or (2) ship you a replacement product and charge you only for the shipping/handling charges (see Shipping/Handling Chart).