We do our best to ship your order as soon as possible! Most orders ship within 1 - 3 business days. Custom orders ship within two weeks. All orders ship from our Brooklyn studio.
Our preferred ship method for domestic orders is USPS or UPS. UPS is the only ship method we provide with a guaranteed delivery date. We cannot ship UPS to a P.O. box. We ship internationally via USPS Priority Mail International or USPS First Class Mail International.
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.
Will my order arrive by Christmas?
For holiday shipping guidelines, please review our Holiday Shipping Guide.
How do I track my package and check my order status?
You'll receive a shipping confirmation email with a tracking number as soon as your order has left our studio! Please note, USPS will not update your tracking information immediately, please allow 24 - 48 hours for tracking to be reflected online.
Do you ship internationally?
Yes! 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 addtitional information.
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.
Order Processing + Returns
What's your return/exchange policy?
Everything we make is a unique handmade object and is produced with the utmost attention and quality material by artisans in Brooklyn and abroad. Idiosyncratic design elements are not flaws. If there are any problems with the order, contact us to quickly resolve concerns. Alterations to custom work are made at the expense of the buyer, and custom orders are non-refundable. If the product arrives and is deemed defective or of subpar craftsmanship, it will be replaced or fully refunded for up to one year after purchase.
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 firstname.lastname@example.org to coordinate a return. Only full price items are eligible for a refund.
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 3 - 7 business days.
Late or missing refunds
If you haven’t received a refund within 3 - 7 business days, please first check your bank account and contact your credit card company. It may take some time before your refund is officially posted. If you still have not received your refund, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged upon arrival. Please email us at firstname.lastname@example.org to coordinate your exchange.
Gift items are non-refundable.
Shipping costs are non-refundable. To return your product, please note you will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.
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 email@example.com to coordinate a return. We are not responsible for detail requests that were submitted incorrectly.
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 7 days 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 firstname.lastname@example.org 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. If you're local to NYC, Haptic Lab has occasional quilting classes through the Textile Arts Center.
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.
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