FAQ
Thank you for visiting The Frosted Pumpkin Stitchery!
Here are our shop policies. If you have any questions, please feel free to email us at: hello@thefrostedpumpkinstitchery.com
Shipping
All tangible items are shipped with love from our team in Tehachapi, California.
We ship Monday - Friday. Orders typically ship within one business day.
U.S. orders receive $3 flat rate ground advantage shipping.
During new stitch-a-long launches, please allow up to seven business days (excluding weekends) for your order to ship due to the large influx of orders. Often times we will ship faster but please allow us extra time to assure your package is shipped with the love and care it deserves. Should you need to make a change to an order, please contact us within one hour of completing your purchase so we can help. Requests made after one hour may not be able to be accommodated.
If you place multiple orders and do not contact us to combine them with request for refunding excess shipping, your orders will ship separately.
Priority shipping is an option for an additional fee but please note that priority shipping is the speed in which the package arrives to you via USPS. We ship all orders in the order they are received, priority shipping does not mean that we push your order to the first of the line. :)
Printed patterns are shipped via first class and priority mail.
All pre-ordered kits will ship on or before the date specified on the product page. Any in stock items in your order will ship at the same time as your pre-order. Upon shipping, you will receive an email with a tracking number. You will also receive an email when your order is out for delivery and a third email when your package is delivered. If your package is delivered but you did not receive it, please contact your local post office as soon as possible with the tracking number!
We do ship internationally! You can receive a shipping quote by adding items to your cart and entering in your shipping address. When we ship your order if we find the shopping cart has significantly overcharged you shipping, we send a refund for the excess shipping that you may have paid. We are unable to change the value on customs form and international customers are responsible for any customs fees incurred on your order.
Once the package leaves us and has been scanned by the post office, we are no longer responsible for it. Please be sure that you've entered your address correctly when checking out. If you are concerned or have had packages missing in the past- please contact us for insurance on your package. We can no longer give replacements or refunds for packages marked as delivered. Please double check with your local post office, often they are able to find your package very quickly so you can get stitching!
Returns
PDF patterns are final sale due to the nature of the item. Obviously we want you to love your new pattern so if you have any questions, please feel free to email us at: hello@thefrostedpumpkinstitchery.com We pride ourselves on great customer service!
We will gladly accept returns on any kit or notion purchase within 10 days of your order. All items and packaging must be fully intact. Unless it is an error on our part, the customer is responsible for shipping the item back to us. We will provide a full refund excluding original shipping costs within 72 hours of receiving the items back to us.
Orders
We reserve the right to cancel any order at our discretion.
You will have five download attempts per pattern and these links now expire after two years. If you are downloading your purchase on an iPhone or other smart phone, each time the page refreshes, it will use a download attempt so be sure to save it to a Dropbox, iBooks or Adobe Reader. We are always more than happy to reset downloads and provide pattern updates, you do not have to order the pattern a second time! :D
Need help downloading your pattern? Visit our handy tutorial.
Gift Cards
When you are ready to send the gift card you have purchased to the recipient, open the email in your inbox with the subject line: You're being given the gift of a Frosted Pumpkin Stitchery gift card! You can forward that email as is or customize the content of that email then send to the card receiver's email address. They will instantly be able to use their card once they receive that email!
Kits
All kits contain PDF patterns. If you've purchased a pattern and would like a kit, no problem! Just purchase the kit you desire and send us an email with your order number. We'll gladly refund the duplicate pattern purchase price!
Email & Customer Service
We love to hear from our customers! Our email help hours are between 9 am and 4:30 pm, Monday-Friday Pacific Time. Please note that we are away from our computers on weekends!
Our email address is hello@thefrostedpumpkinstitchery.com
Be sure to take the time to read your PDF completely, chances are the answer to your question can be found in that file. :)
What issues of Just CrossStitch magazine can I find TFPS patterns in?
Check out the full list here!
Do you have a complete list of every needleminder design?
We do! Our needleminder, thread minder, scissor fob & ornament list can be found here. This list was last updated November 2023.
