Frequently Asked Questions

How long will it take to receive my order? 

We know you’re excited about your order, and we are too! Please consider the following timelines: 
 
Order Processing 

It takes 1-2 business days (Monday-Friday) before your order finds itself at the post office. Orders placed late in the week may not be shipped out until early the following week. 
 
Domestic Shipping 

For those who have selected the "Free" shipping option, you will see a line item called "Delivery" at checkout. It will suggest 3-4 business days for shipping. Please note, this timeline does not include order processing.  

 
International Shipping 

We offer international shipping through USPS First Class International. Delivery dates and postage rates vary by country. 

Please note that our USPS First Class International Shipping option does not include tracking information to all countries once it leaves the United States.  

Will I be charged customs & import taxes? 
 
International Customers: Sometimes your order may be charged an additional customs fee or import tax. If applicable, these fees are determined by your local government and/or postal service, not Spoonie Threads. You are ultimately responsible for paying these fees, and unpaid fees may incur delivery delays. If you have any questions, send us an email at hello@spooniethreads.com. 

 
Do you offer expedited shipping? 

Yes, we offer expedited shipping! After you enter your shipping address in the checkout, you will be presented with several shipping options. You can choose free USPS shipping or select an expedited shipping option. Please note, all orders still require 1-2 business days of processing time BEFORE shipping out.  

How can I track my order? 

Your tracking number will be sent via email once we've processed and shipped your order. Processing time may vary slightly, depending on the product(s) ordered. Please note that tracking numbers may take 24 - 48 hours after shipment to show movement in the system. 
 
If you need to update your shipping address, please let us know immediately. Once we have sent you the tracking number for the order, we can no longer update the address. 
 
We are not responsible for errors in the shipping address if the information was incorrectly entered at purchase. Please double check your details so we can ensure your products find their way to you. 

I want to return/exchange my order for something else, how do I do that? 

We will gladly accept any unworn and unwashed items for return or exchange within 30 days of delivery. Please note, due to sanitary concerns and for your safety, we do not accept returns of our G-Tube or Trach Pads. Sizing is rarely an issue; G-tube Pads come in one size, Trach pads have only two sizes, and both have a velcro tab to adjust and secure the fit around your device.  

FINAL SALE: Please note personalized and clearance items are not eligible for returns or exchanges. This is indicated on the product listing. 
 

TO START A RETURN OR EXCHANGE 
 

1. Send an email to hello@spooniethreads.com with your Order Number and indicate if you would like a return or exchange.
2. Returns are accepted for unworn, unused items (except g-tube and trach pads). For orders shipped within the US, we can email you a prepaid return label. We are unable to provide prepaid return labels for international orders at this time. 
3. Print the provided return label and attach it to your package. Drop off the package at your nearest shipping location. 
4. For Returns, once we receive the item back, we will refund you the original purchase price. Please allow 5 business days from the time we receive your return to process a refund. You will receive a refund notification email once your refund has been processed. 
5. For exchanges, please include your Order Number and the size, color, or design you want to exchange your item for in your email to us. We’re happy to help with exchanges for any unworn and unwashed items for return or exchange within 30 days of delivery, except for G-tube and trach pads due to hygiene factors. Once we receive your original item, we will process your exchange.   

How can I do returns or exchanges on other sites? 

If you purchase our products on other sites like Etsy, Amazon or Walmart you need to initiate the return on the site where you made the purchase. You may do exchanges for purchases made on SpoonieThreads.com or our Etsy store. Amazon and Walmart do not accept exchanges so you will need to return an item and make another purchase.  

How do I return something I bought on Amazon? 

To initiate the return process, please follow these simple steps: 

• Log in to your Amazon account. 
• Go to 'Your orders' section. 
• Find the order containing the item you wish to return. 
• Click on the "Return or replace items" button next to the order. 
• Follow the prompts to select the reason for the return and choose the return method. 
• After completing the steps, you will be able to print a return label and packing slip. Attach the return label to the package and drop it off at a carrier location or schedule a pickup. 

How do discounts work on your website? 

Discount codes can be applied once you are at the checkout page (who doesn’t love a deal?). Only one discount code can be used at a time. If an automatic discount is applied to your cart because of a sale, you won’t be able to use an additional discount code. 

How do I find my size? 

Sizing varies by product, so pay attention folks! You can find sizing charts on each product page. Scroll to the final image or click on the size chart link under the SIZING section. If you still have a question, just email us at hello@spooniethreads.com. 

How do I measure my ostomy bag? 

Measure the width and length of your ostomy pouch (in inches) to find your pouch size. If your pouch empties at the bottom, measure the length with the tail rolled up. 
 
To figure out your opening size you’ll need to measure the diameter (in inches) of the hard plastic ring on your specific pouch. The easiest way to find the right opening size is to place a ruler across the ring and measure it at the widest point.

For additional product informational videos subscribe to our Youtube.

If you have another question, just email us at hello@spooniethreads.com