1. What is your return policy?
If there are any issues with your order please contact us within 7 days after receipt. Cansew reserves the right to refuse returns after 30 days. Any product accepted for return will be subject to a restocking fee. All returns are subject to inspection. Product must be unopened, unused, and undamaged in order to be eligible. A Return Authorization (RA) number must be obtained from Cansew prior to returning any product. Returned goods without an RA number will be refused. Transport costs associated with the return of goods are the responsibility of the customer, except in cases of shipping errors. Returns must be sent prepaid, and be sure to get a tracking number from you carrier. If the items returned bring the total order value below the required threshold for any quantity pricing received on the original invoice the customer will be charged the difference between the unit price on the invoice and list price. There are no returns or exchanges on special order items, scissors or on cut items (i.e. backings).
2. My order arrived but something is incorrect, what do I do?
Please contact us upon receipt for assistance and include you the site-generated order number.
3. I provided the wrong shipping address, how can I change it?
Please email us for assistance. We may be unable to change the destination of your order if it has already been processed and/or shipped. Any additional charges incurred as a result of rerouting a shipment will be the responsibility of the customer.
1. I don't see the item I want on the site, can I get it?
Please email us your inquiry for information on whether it can be acquired, order minimums, and pricing.
2. The item I want is out of stock/on back order, how long will I have to wait for it?
Lead times for any items not in stock will vary. Please contact us for information.
3. How do I check the status of my order?
Log into your account and check the “My Orders” section located in the “My Account” account area.
1. How are the prices listed on the website?
Users will have the option to view our prices online in either CAD or USD. Prices do not include taxes or shipping costs.
2. What methods of payment do you accept?
Orders can be paid with Visa, Master Card, or PayPal.
1. When will my order ship?
Processing time is usually 1 day on in-stock items. Backorders or special order items will vary.
2. What is the special handling fee?
A special handling fee may be applied to orders with over-sized items such as paper or backings or items such liquids and aerosols. This is stipulated by the couriers as these items require extra care when shipping.
3. How do you ship & What are the shipping charges?
We offer various shipping methods including Purolator, Fed Ex, and Canada Post. During checkout, you will have the option of choosing the carrier that works best for you.
4. Where do you ship to?
We currently ship within Canada and the United States. For other regions, please contact us.
1. How can I get a catalogue or shade card?
Colour cards can be ordered through the website and the Cansew catalog is available for download here.
2. Are the colours displayed on the website the same as the actual thread?
We make every effort to depict colours as accurately as possible. Actual colours, however, may vary. Due to differences in monitors, video card, browser settings, etc. we are unable to ensure colours are displayed identically across all devices. Please use our digital colour charts as a guideline only. Physical colour charts are available for purchase.