FAQ

We’ve organized this guide around common scenarios you might encounter—from setting up your account to resolving a post-delivery issue. Find the section that matches your situation for a clear explanation of how we handle things at Standupthreads.

Getting Started & Account Help

Placing an order doesn’t require an account; guest checkout is always available. Creating one, however, gives you a few conveniences: a faster checkout, a record of your order history, and the ability to receive updates about new releases and promotions. If you ever lose track of your password, the login page has a “Lost password?” link that walks you through resetting it. For changes to your account details like your name, email, or address, reach out to our support team at [email protected]. Keep in mind that while we can update your contact information, the details of an existing order cannot be modified.

Managing Your Order

Once an order is placed, a few rules apply to any changes. Standupthreads reserves the right to accept or decline an order at any point after it’s received, even following a confirmation or credit card authorization. Should that happen, a credit goes back to the original payment method. If you decide to cancel on your end, a fee of 30% of the total price is applied to any cancellation made after the order is placed—this is due to the non-refundable charges we incur from the merchant processor, regardless of how quickly you cancel. Orders that have already been packed or shipped cannot be cancelled at all. Discount codes also have a limitation: you can’t combine multiple promotions or codes in a single order unless a specific offer explicitly says otherwise.

Understanding Payments & Security

Every transaction on our site is processed in US Dollars. When you use a card issued in another currency, the final amount is calculated using the daily exchange rate on the date your card issuer handles the transaction. We accept VISA, Mastercard, AMEX, and PayPal.

• Accepted: VISA, Mastercard, AMEX, PayPal
• Not accepted: personal checks, money orders, direct bank transfers, debit card payments, cash on delivery

Your card details are protected through an SSL-encrypted connection and sent directly to our credit card provider’s network for authorization. At no point is your credit card information stored on Standupthreads’ servers.

Shipping, Customs & Delivery

All orders are processed and shipped from our warehouse, and you should anticipate extra handling time during holidays and sale seasons. The delivery speed depends on the shipping option you select at checkout; full details on available methods are on our Shipping page. For the address itself, enter it using English characters only—if your address contains non-English letters, substitute a similar English one (for example, “ç” becomes “c”). Once an order is processed or shipped, the shipping address is locked in and cannot be changed, so please use a residential address rather than a vacation spot where a customs hold could cause unpredictable delays.

Tracking information is emailed to you after the order ships, typically becoming available one day later. While we provide that tracking, Standupthreads is not responsible for any delays caused by your country’s customs department. Prices shown are tax-free in US Dollars, meaning you are responsible for any import taxes, duties, or customs fees determined by your local customs office upon arrival. We do not cover those charges.

Free shipping is available on orders that meet the minimum required amount, but it excludes discounted, sale, and oversized or overweight products. When free shipping applies, your order will go out via economy shipping.

Resolving Problems (Missing, Damaged, or Incorrect Items)

If your order arrives with items missing, or you receive merchandise that is incorrect or defective, you need to notify us within 7 days of receiving the package. When you contact us, include your order number, clear photographs of the items, and any other relevant references from the package. We’ll work to resolve the issue as quickly as possible. For a simple missing item, reach out immediately so we can look into it.

Making Returns & Getting Refunds

A return request must be submitted within 30 days of receiving your order. You’ll need to provide your order number and the reason for the return. Our customer service team reviews each request and, if approved, sends you the next steps. All returned items must be in their original condition with the packaging intact. Note that certain final sale items are not eligible for return; you can find that list in our Returns Policy. The cost of return shipping and any other fees related to the return are your responsibility.

Once we receive your return, processing can take up to 14 business days. We’ll send an email confirmation when it’s complete. Refunds go back to the original payment method. For credit or debit card payments, the refund is sent to your card-issuing bank within 7-10 business days of us receiving the returned item or cancellation request. After that point, the timing of when the credit appears on your account is up to the bank. If you haven’t seen the refund post yet, the next step is to contact your bank or credit card company directly—it can take them some time to finalize the posting.