FAQs
WHEN IS MY ORDER SHIPPING?
Please allow for orders to reach the full 2 months before reaching out regarding your order. I embroider everything myself from home and wait times vary depending on order volume. There can be delays and if it is past the recommended waiting time please feel free to reach out and inquire on the order status. The best place to reach me is email.
WHERE IS MY CONFIRMATION EMAIL?
Every order is sent a confirmation email after purchase. If you cannot find your email, please check your spam folder as sometimes it gets categorized as spam and you are not notified when receiving it. If after this you still cannot find the email please reach out and I can re-send it.
HOW DO WE CONTACT YOU?
The best way to contact me is by email. I get many social media notifications a day and Instagram does not filter what is important and what is not. If you comment on my post asking about your order it is very likely that I will not see it. DMing is also not the best method to reach me as I don't always receive notifications. If you've DM'd and was not given a response, the best thing is to send an email at support@otakuthread.com. This email is also tied to my Instagram and you will be able to find it there.
I HAVE ISSUES REGARDING MY ORDER OR HAVE NOT RECEIVED IT!
Should you have any issues or questions regarding your order, please reach out to me through email. I have no way of knowing that you are dissatisfied or that your order has not arrived if you do not voice your concern. I always try to help and update the best that we can, but i cannot do this when you have not reached out.
DURING CHECKOUT IT SAID MY ORDER WOULD ARRIVE IN __ DAYS. WHERE IS IT?
The estimate that you are seeing during checkout is the estimate given by USPS. This means that once I have shipped out the order and it is in the hands of the post office, the given amount of time is how long it will take for your order to reach you. It is not an estimate of my shipping times, that varies around two months depending on order volume.
MY ORDER SAYS DELIVERED BUT IT IS NOT HERE. WHERE IS IT?
As I do not personally deliver the items myself, I do not know where it has been left. The best thing to do when this happens is to ask your neighbors if they have received your package on accident or if someone may have moved it. I also recommend calling your local post office or USPS and giving them the tracking number as they may be able to pinpoint the location where it was left.
MY TRACKING HAS NOT UPDATED OR IT IS IN TRANSIT ARRIVING LATE. WHAT DO I DO?
There are instances where USPS experiences delays and this changes the expected delivery date. If you see that the tracking says "arriving late" and it has been a while, I recommend calling USPS and providing the tracking number so they may help you and give updates. I don't have any special access and the only thing I can see is the tracking updates that you do. If it has been a few days and you have seen no update in tracking (it has not reached a facility or been scanned) please reach out. If you would like to better track your package, it is recommended to download the Shop App https://shop.app/
WHAT IS YOUR RETURN/EXCHANGE/REFUND POLICY?
If your item has not shipped yet, you may ask for a refund. If the item has already been shipped I unfortunately can no longer offer a refund. I do not accept exchanges. If you want to change a size or color, please reach out to me before your item ships so that I can confirm inventory and manually change it for you. I have limited stock so I can't always change colors or sizes. I do not allow returns of any kind as I am a small business and everything is made to order. If you receive your item and it has any defects, please reach out to me within 3 days and notify me of the issue. From there we can begin a refund or an exchange.
THERE WAS A MISTAKE IN MY ADDRESS AND MY ORDER IS BEING SENT BACK TO YOU, WHAT DO I DO?
If there was a mistake with your information during checkout, and your item is being returned back to me after shipment, please let me know. Once the item is sent back I can re-package it and send it back to you with a re-shipment fee. If the item is delivered to the incorrect address on the shipping label, I unfortunately cannot refund or send out the order again. Each purchase made will be followed by a confirmation email (check spam or reach out if you have not received one) it is the customers' responsibility to make sure that all the information provided is correct.