YOUR QUESTIONS, ANSWERED.
USPS is experiencing delays in delivery as a result of COVID-19, so your portrait may get to you later than our expected delivery date.
Order Processing & Shipping Timelines
Updated February 2022 - My processing time is typically 6+ weeks.
Some care tips:
* A light dusting every so often is all you need.
* Do not remove from the hoop or frame ready backing. It can damage the stitching and will probably be ready hard to get back into its original position. If the portrait is tampered with in this way, I do not offer any refunds or exchanges.
* Frame Ready portraits: If the portrait 3D elements (French knots, etc.) It may be best to take the glass out of the frame so the full portrait can be exposed. Putting it behind glass can squish the small details.
HOW MUCH TIME IN ADVANCE DO I HAVE TO ORDER MY CUSTOM PORTRAIT?
If you need your custom embroidery delivered by a specific date, I recommend that you place an order with me 8+ weeks in advance or as soon as possible. The delivery of your embroidery is determined by your place of order. I do stitch one order at a time and will work on whatever order is next. Please plan accordingly when ordering with me.
CAN I GET MY CUSTOM PORTRAIT ORDER RUSHED?
Please be aware that the estimated delivery date that I provide for you after you submit your order form is determined by your place of order. I do not rush orders as it will push everyone else's orders back. However, I can expedite your shipping (1-4 week delivery) for quicker than normal shipping at an extra cost.
WHAT PAYMENT METHODS DO YOU ACCEPT?
Our website will accept Venmo and Paypal.
WHERE IS MY PACKAGE?
Sometimes delays at the post office occur - especially during COVID-19, winter, and storm seasons!
**** All packages are shipped using USPS FIRST CLASS MAIL, once a package leaves my possession and is scanned into the USPS network, I am no longer liable for/aware of your package's location. In the event of a delayed delivery/attempted delivery, please contact your local USPS to arrange a pick-up or repeat delivery. I am unable to request repeat deliveries on your behalf and am unaware of your package's whereabouts as soon as it leaves my possession.
In the event that you cannot locate your package, please contact your local branch of USPS to inquire about your package's location. Often times it is
1) scanned as delivered too early
2) placed in a neighbors mailbox
3) placed in a different drop area than your mailbox
4) delayed in transit without being scanned.
As per their website - with your tracking number provided with your shipping confirmation, you should contact your USPS branch to inquire with the mail carrier on where the package was left. In the event that your package is LOST IN TRANSIT, please file a Missing Mail Claim with USPS, and email a copy of the USPS confirmation that it has been lost in transit. I will be happy to work with you on getting a replacement when possible, or an exchange!
I am unable to inquire with the USPS about the location of your package as soon as it is scanned into the USPS network.
Please always double-check your address is correct at the time of ordering! :-)
CAN YOU DO A GIFT?
I am more than happy to gift a cross-stitch hoop! I can include a personal message in the package and/or deliver it directly to their address.
Simply check off “Yes” when you reach the gift section in the order form. If you do not have your message ready when you place your order, do not fret! You have until the day before we ship it out for you to send your personal message.
WHAT IS YOUR RETURN/REFUNDS POLICY?
Due to the custom nature of Kissfist Stitch unique portraits, I do not accept returns and do not offer refunds once stitching has begun. You will receive a preview of your design to request any edits and I will only start stitching once approved.
Please reach out as soon as possible: