Frequently Asked Questions
What is Spoonie Threads doing around Covid-19?
Thanks for choosing Spoonie Threads! As you know, we are still in the midst of a global pandemic. Despite being a close-knit team, we are working hybrid remote/in-office to limit close contact, and your order will likely experience minor delays. Other than that, it’s business as usual. We’re fully masked, fully sanitized, and so excited to be fulfilling your orders!
How long will it take to receive my order?
We know you’re excited for you order, and we are too! Please consider the following timelines
It takes 1-2 business days (M-F) before your order finds itself at the post office. For orders placed late in the week, they may not be shipped out until early the following week.
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.
We offer international shipping through USPS First Class International. Delivery dates and postage rates vary by country.
USPS can no longer accept or deliver international mail to several countries due to COVID-19 service impacts. See all countries with temporary service and guaranteed-delivery suspensions.
Please note that our USPS First Class International Shipping option does not include tracking information to all countries once it leaves the United States.
Tracking is available for the following countries:
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 firstname.lastname@example.org.
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 appear 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.
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
- Send an email to email@example.com with your Order Number and indicate if you would like a return or exchange.
- Please ship your unworn, unused item to the address below. For orders shipped within the US, we can email you a prepaid return label. For international orders, we are unable to provide prepaid return labels at this time.
- Please fill out and include the return & exchanges slip included in your original order along with your item so we can process your request correctly.
- If you are returning an item, 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.
RETURN SHIPPING ADDRESS:
3307 Northland Dr Ste 280
Austin, TX 78731
How do discounts work on your website?
Discount codes can be applied once you are at the checkout page. Woohoo! Who doesn’t love a steal? Only one discount code can be used at a time. If an automatic discount is applied to your cart as a result of say, a sale, you won’t be able to use an additional discount code.
How do I find my size?
All of our size charts are available here.
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 firstname.lastname@example.org.
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 at the widest point. If your pouch has a large oval-shaped flange, choose the Opening Size: "3.5" Oval."
How do I use Cath Clips?
Cath Clips are great for securing any excess tubing that can get tangled or caught on other objects. Simply open the snap at the bottom, gather the excess tubing and place it between the straps, and close the snap. Then you can clip the excess tubing onto clothing, bags, or wherever it’s convenient!
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If you have another question, just email us at email@example.com