FAQ

Frequently Asked Questions

Move | Online | Returns | Services | Workshops

Location Move:

Q: Where are you moving? Are you still going to be in Inglewood?

While we are moving out of Inglewood, our new location is super rad, and we think you will love it as much as we do! It has tons of space, natural light, parking, and bunnies! Our new address will be 4704 Manhattan Road SE

Q: When are you moving? What is your re-opening date?

Our official last day open in our Inglewood location is September 23 until 6pm so pop on down one last time! We currently do not have a re-opening date, but mid-October is our aim, get all the updates in our NEWSLETTER

Q: Can I order online while you are closed?

You sure can! Our online store will remain open during our move, but orders placed after September 23rd 11:59pm MDT for Local Delivery and Shipping will not be processed until October 8th-12th.

Local Pick-up will be suspended starting September 17th until September 24, 2021 - any orders placed on September 24th or later will not be ready for pick-up until we re-open. 

Q: Will I be able to contact you during your move?

We have a ton of stock to pack up and move on out, so our focus will primarily be on that; we will be checking our email and voicemails infrequently until we are settled. 

Online Shopping:

Q: Can I buy 0.5 meters?

While you can still only buy full meters through our Shopify store, we have created an awesome request form for 0.5m cuts that can be filled out HERE! That means you can get any denomination of 0.5m (i.e. 0.5, 1.5, 2.5...) cuts that you need. We do ask that any full meter or other products still be purchased through our regular shopping channel.

Q: I ordered a pattern/product online for local pick up - when will it be ready for me to come get it?

Local pick up will be suspended starting September 17, 2021. Any orders placed prior to this date must be picked up by 6:00pm September 23, 2021 - any orders not claimed by this time will be held until our re-opening date.

If you order online, your order will be ready for pick up on the next day that we are open - easy peasy! A quick reminder that we are closed on Monday, so orders placed on Sunday will not be ready until Tuesday.

Please make sure you have received a ready for pick up notification email or text before heading down to the store.

Orders placed for local pick up will be held for a maximum of 1 month and may be subject to a restocking, please see Delivery Methods for more information.

Q: Your filters are acting kind of funny...help?

Our filters are a bit different in that they only show one category at a time, so if you select two filters that don't overlap on a product it won't show you any products. Here are some tips if you get stuck:

  1. Hitting the reset button at the top of the left hand filter search section. Then select the 1 filter that you wanted to refine by.
  2. Using our search bar near the top right of our website to search for your term, with deadly accuracy! 
  3. If you are looking under 2 or more filters and nothing is coming up that probably means that we do not carry a product that meets your requirements or we are plum out of it! Feel free to give us a call or email us to double check and be added to our contact list for if/when more stock comes in.

Q: Can I use my gift card online? 

If you have an in store gift card and would like to switch it to use online please fill out this FORM and we can do a one time exchange to an online gift card.

Q: Which direction is fabric stretch percentage measured along?

If it does not specify otherwise, fabric stretch percentage is measured on the cross grain (from selvedge to selvedge). If it is noted that the stretch is along the straight grain then there is only stretch from the cut end to the cut end. 

Returns:

Q: Can I return cut fabric or notions? What is your return policy?

We do not accept returns on any fabrics or other products that have been cut to measure (this includes end of bolt or roll fabric and notions). We understand that it can be hard to colour match or know the weight of a fabric when ordering online, so if you are unsure please get in touch with us before you order and our awesome team can give you more info. 

If you discover a flaw in your cut fabric please contact us and we will work with you to find a solution. Please note that once fabric has been washed we are unable to offer refunds or exchanges. 

If your item is in unopened, sell-able condition, excluding any items that have a printed pattern, and you have your receipt then we will offer you a full refund within 90 days of purchase! All items will be inspected before we issue any refunds.

Q: I need to return a shipped order, what do I do?

First thing you need to do is send us an email with your order number and what item(s) you are looking to return. A RICK RACK team member will get back to you within 24 hours to discuss the return, please do not send back items before speaking with a team member.

Refunds will only be issued once the eligible item(s) has been received by RICK RACK - please note that return postage is not provided by RICK RACK.  

Service:

Q: I dropped off my sewing machine/serger/scissors for servicing. What happens if Jerry is unable to service my machine/scissors?

If Jerry isn't able to tune up your machine or scissors he will offer you advice on what steps to take next. We will offer you a refund for the servicing that was not completed; please note that refunds will not be issued until the item has been picked up or you have discussed the disposal options with a Rick Rack team member.

Q: I want to submit a print job. How do I know how many pages my pattern PDF will be? 

We now have some handy-dandy video tutorials on how to figure out your page count or length, check them out HERE.

If you are unsure of how to proceed with your printing order, give our staff a call at 403-263-8088! They can help you figure it out before you place your order. 

Workshops:

Q: When do you plan on offering workshops again? 

This COVID situation needs to be treated with the respect that it deserves so we will not be offering any workshops again until it is truly safe to do so. We miss you and will be exploring other learning options!

Q: I was registered in a workshop that has been cancelled. How do I get my refund or credit? 

We have reached out to everyone that was registered for a workshop. If you have not gotten your refund or credit please check your email for the subject "The Great RICK RACK Credit Clean Up!" from rickrackcoolcats@gmail.com, and fill out the form in the email to receive your credit or refund.

If you cannot find the email the form can be found HERE!

If we weren't able to answer your burnin' questions, please get in touch so we can help you out!