Terms of Sale

All of our pieces are a unique handmade objects, produced with the utmost attention and quality materials. Idiosyncratic design elements are not flaws.  If there are any problems with your order, contact us to quickly resolve concerns. 8.875% sales tax will apply to NY state residents.

Our return policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. (Absolutely no pet fur.) It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. We are unable to process the return of gift items. 

Custom returns or alterations
Custom projects are non-refundable. However, if your project has custom embroidery details and a mistake has been made (a misspelled word, for instance) we'll happily make the alteration for you. Please email info@hapticlab.com to coordinate. We are not responsible for detail requests that were submitted incorrectly.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.  If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at info@hapticlab.com.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. We do not offer custom embroidery details for quilts offered at a discount. Similarly, we do not offer custom embroidery details for projects sold via third party.  

Pre-Order Sales
Pre-order sales help us fund the enormous costs of production for new quilt designs and function like mini-Kickstarter campaigns, allowing us to add new city designs in limited editions. Production for new quilt designs usually takes two months. But it can sometimes take as long as three months, depending on unpredictable things like material sourcing and customs clearance. When you pre-order a quilt that hasn't been made yet, please be patient and we promise to do our best to keep you updated on progress. We don't recommend pre-ordering a limited edition quilt as a time-sensitive gift.

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@hapticlab.com and send your item to: 544 Park Avenue STE 205, Brooklyn NY 11205.
To return your product, you should mail your product to: 544 Park Avenue STE 205, Brooklyn NY 11205. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.