All orders ship directly from our Brooklyn studio. We do our best to ship your order as soon as possible, however order processing may take up to three business days. Please allow at least two weeks for custom projects to be ready to ship. Orders placed after 3 PM on a Thursday will typically ship the following Monday.
Our preferred shipping method for domestic orders is USPS or UPS Ground. We strongly recommend using UPS to ship quilts, as UPS is the only shipping method with a guaranteed delivery date and their tracking is the most accurate. We cannot ship UPS to a P.O. box. Shipping costs are based on weight, and are automatically calculated with your order.
Once your order has shipped, you'll receive a confirmation email with tracking information included. USPS can be a bit slow in updating your tracking info, please allow an additional 1 - 2 days for tracking to be reflected correctly on USPS.com.
Do you ship internationally?
Yes! Shipping costs are based on weight, and are automatically calculated with your order. We ship all international orders via USPS First Class Mail International or USPS Priority Mail International (an expedited service). International shipments do not include guaranteed delivery dates. However, most orders arrive within 15 business days. Haptic Lab is not responsible and cannot control import taxes or delays due to customs processing. Please contact your local customs office directly for additional information.
Will my order arrive by Christmas?
For holiday shipping guidelines, please review our Holiday Shipping Guide.
I live in the NYC area, can I pick up my order in person?
We'd love to meet you in person but our studio cannot receive visitors at this time. We're happy to work with you to find the most cost effective ship method.
All returns must be processed within 15 days of receiving the order. We're happy to issue a refund in the original form of payment for unused items in original packaging (absolutely no pet fur). Please email email@example.com to coordinate a return. Only full price items are eligible for a refund.
Customers are responsible for shipping on returned items.
Custom quilt projects are non-refundable. However, if there's a mistake on your custom quilt (a typo, incorrect location) we'll happily make the alteration for you. Please email firstname.lastname@example.org to coordinate an alteration. We are not responsible for detail requests that were submitted incorrectly.
All orders placed during an Online Sample Sale are final sale, with no exceptions. Orders placed during regular promotions and sale events such as Black Friday/Cyber Monday or our Constellation sale are eligible for returns.
Order Processing FAQs
My order is a gift. Can you make sure pricing is removed? Can I include a gift note?
Yes! Our new packing slips never include pricing, and if you’d like to leave a note in the “notes” section of the order, it will be included on the packing slip!
How long is my custom embroidery going to take?
Custom embroidery is a labor of love, so please allow at least two weeks (not including shipping) for your custom embroidery to be complete. Please read more about our custom embroidery here.
What are 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 designs in limited editions. Production for new quilt designs usually takes two - three months, depending on unpredictable factors such as material sourcing and customs clearance. When you pre-order a quilt that hasn't been made yet, please be patient and we promise to keep you updated on progress. We don't recommend pre-ordering a limited edition quilt as a time-sensitive gift.
Do you make price adjustments?
If an item you purchased on our website goes on sale within 24 hours of your order, we're happy to issue a one-time price adjustment. A refund for the price difference will be issued via the original form of payment. Please email email@example.com to request a price adjustment.
Do you charge sales tax?
A state sales tax is applied to all orders shipped to New York.
I need help with my DIY project - can you help?
We don't offer individualized support for DIY projects, but you can always reference our VISUAL GUIDE for pointers. Your local quilt shop is a good resource if you get stuck, and Youtube is also helpful.
How do I wash and care for my quilt?
Handmade quilts will last a lifetime if cared for correctly. Please check out our Quilt Care Guide for more information.
How do I hang my quilt?Quilts make exceptional art objects and can easily be displayed with a quilt sleeve. You can view our quilt hanging guide here. If you need help creating a hanging sleeve, take your quilt to a local quilt shop - Haptic Lab does not offer this service a la carte, but most quilt shops do.
@hapticlab for the fun stuff