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Frequently Asked Questions

I didn't receive an order/shipping confirmation, did my order go through? 

In most cases, a missing email is due to a typo when entering your email address at checkout or a result of your email filtering system. If you can't find what you're looking for in your spam/junk folder, we're happy to check from our end and send you the order details and/or update your email address.

Help! My package says it's been delivered but I can't find it.

Unfortunately, once a package has been marked as "delivered" it is out of our hands. Please make sure you check with your neighbors, house mates, etc., and make all possible attempts to locate your package. Even in cases when a package is insured, there is no recourse after a package has been "delivered" and we are unable to account for stolen packages.

Do you ship to military/diplomatic mailboxes?

We are happy to ship oversees to US military/diplomatic addresses! Shipping to an APO/FPO/DPO address will incur the standard domestic shipping rate of $5.

Do you ship internationally?

We happily offer international shipping! Rates are priced based on the size and weight of the items in your order. These rates are wholly out of our control and we do not profit on the cost paid for international shipping. Occasionally, the website is unable to pull real-time shipping rates and a default fee of $60USD is charged. If the actual shipping cost turns out to be less than what was charged, we will gladly refund the difference. 

Atom Heart Cross Stitch is not responsible for any taxes, duties, and customs charges payable to the destination country of the shipment. 

Help! I think my package is lost. 

If you feel your item may have been lost in transit, please let us know, but keep in mind we do not have any information beyond what you have via the tracking number.

 

For international orders, customs can delay orders up to 6 weeks. Once a package leaves the US, it is transferred to your country's postal service and the tracking information may no longer update. Please allow a full 6 weeks from the date of shipment and contact your local postal service prior to contacting us for a suspected lost package.

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