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Customer Service
- Shipping & Delivery
- Privacy & Security
- Returns & Replacements
- Ordering
- Payment, Pricing & Promotions
- Viewing Orders
- Updating Account Information
- Shipping & Delivery
- All standard orders that are not picked up will ship via USPS Priority Mail from our office in MA within 1-3 days of finalizing your order. Personalized orders ship within 3-4 weeks. Depending on how close you live to us your order could take up to a week to arrive once it is shipped. Once your package ships we will send an email with a link to track your order. You can check the status of your order by logging into your account
- Privacy & Security
- This Web site takes every precaution to protect our users' information. When you send sensitive information (such as your credit card number) to us via our order form, that information is protected with SSL, the current industry-standard encryption protocol.
- Returns & Replacements
- Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? You may return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding shipping and handling costs. Please keep in mind that once an order has shipped, it cannot be cancelled. All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled, modified or personalized. If an item that is listed as ‘one of a kind’ is damaged in transit, a refund, not a replacement, will be processed should damage occur. If an item is damaged during shipment the damage must be reported to us by phone or email within 48 hours for us to process the claim with USPS. In order for the refund to be issued we will need you to hold on to the damaged item and packaging until the claim is finalized. Photos of the damaged items and packaging must be emailed to us and are always helpful in making the process go faster.
- Ordering
- There are two ways to order from Stitch, online or over the phone. When you place an order online you will find it safe, easy, and fast. You can make changes and review your order every step of the way. Available 24 hours per day. Our sales team is ready to place your order by phone at (617)547-1550 Monday through Friday, 8 am – 5 pm EST.
- Payment, Pricing & Promotions
- We accept MasterCard and Visa on our website. If you would like to pay by check or money order please print your shopping cart and mail it to the following address: Stitch at KMI Design 875 Main Street Cambridge, MA 02139 Please be sure to include a daytime phone number and email address so we can contact you with any questions. To protect against fraud, any orders paid for with a personal check or money order will remain on hold for a number of days to allow for the check to clear. Orders placed with credit cards will be processed immediately. When you join our email list, you will become eligible for the various discounts and promotions we offer periodically on select items. Should you receive a promotion code from us via email, be sure to enter it during checkout in order to apply the discount that is being offered. Coupon codes may be used once per customer and are subject to be changed or cancelled at any time.
- Viewing Orders
- After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout. The subject line will contain your order number. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.
- Updating Account Information
- To log in when visiting our site just click Login
