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 remotely 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 for my order to ship/arrive?
We know you’re excited for you order, and we are too! Please consider the following timelines:
1) Order processing
It takes 3-5 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.
This will vary based on the shipping method you select at checkout, and where you live. To better guesstimate shipping times, see our Shipping page. Please note that both US and International orders are experiencing shipping delays due to COVID-19. Unfortunately, mail carrier delays are beyond our control.
Do you ship internationally?
We sure do! Spoonies of the world unite!
Please note that our USPS First Class International Shipping option does not include tracking information once it leaves the United States. Because of extensive shipping delays from all carriers due to COVID-19, we strongly recommend NOT selecting the USPS First Class International shipping option, because we have no way to track this item or estimate how long of a delay you might experience.
If you need international tracking, please select either USPS Priority Mail, UPS, or DHL shipping methods. USPS Priority Mail only provides tracking to the following countries
What about customs and import taxes?
Hey there, 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.
I need to change the shipping address on my order, how can I do that?
Oh no! If you catch the mistake quickly, we’re happy to help. Reach out to email@example.com ASAP and we can correct your address before it ships.
If you have already received a tracking number for your order, unfortunately it’s too late. Your package has hit the post office, and is already out of our hands.
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 checked my tracking number, but there is no information about my package, what’s going on?
Ugh! We know how hard it is to wait, but sit tight just a little bit longer. Your tracking number is sent to you via email as soon as a shipping label is created. However, it may take 24-48 hours before the package is scanned by the mail carrier and you start receiving updates.
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.
I want to return/exchange my order for something else, how do I do that?
No problem! We can accept any unworn and unwashed items for return or exchange (except custom orders). Find instructions on our Returns & Exchanges page.
How do I find my size?
Sizing varies by product, so pay attention folks! You can find sizing charts on each product page. Keep scrolling through the images to see detailed information on sizing. 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!
If you have another question, just email us at hello@spooniethreads