FAQ

Frequently Asked Questions

 Online |  Returns  Services | Workshops

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?

If you order online, your order will be ready for pick up on the next day that we are open - easy peasy! 

Here is a handy run-down of what that will look like:

If you placed your order on:

Tuesday before midnight - ready at 12 noon on Wednesday
Wednesday before midnight - ready at 12 noon on Thursday
Thursday before midnight - ready at 12 noon on Friday
Friday before midnight - ready at 12 noon on Saturday
Saturday before midnight - ready at 12 noon on Tuesday
Sunday before midnight - ready at 12 noon on Tuesday
Monday before midnight - ready at 12 noon on Tuesday

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

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: How much does shipping cost?

Orders that are over $150 are eligible for FREE shipping via Canada post! Orders that are less than $150 and that cannot be squished into an envelope qualify for flat rate shipping of $15. If you order something thin and wee, we will get it to you via letter mail for $5.00. Please note letter mail does not include tracking. 

We now ship to the USA! Orders over $150 CAD are eligible for FREE shipping. Order less than that qualify for a flat rate of $20 CAD.

Your shipping options will magically appear when you get to your cart!

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.  

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.

Please see above for shipping returns.

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, we'll refund the cost of your booking and he will offer you advice on what steps to take next. 

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!