Shipping policy
Insoluble Fiber Arts sells digital patterns, which are delivered instantly by email, and commissioned pieces, which ship from Philadelphia.
Digital patterns — there's no shipping
Your pattern is delivered the moment you pay. No waiting, no postage, no tracking number.
Where to find your file:
- A download link appears on the confirmation screen immediately after checkout. You can download it right there.
- The same link is emailed to you within a few minutes.
If the email hasn't arrived:
- Check your spam and promotions folders. This is where it is, roughly nine times out of ten.
- Search your inbox for "Insoluble Fiber Arts."
- Confirm you didn't typo your email address at checkout.
- Still nothing? Email xtina@insolublefiberarts.com with your order number and we'll send the file directly. We do this happily and we do it fast.
A note on downloading to a phone. Phones handle PDFs badly and will sometimes open the file in a browser window that disappears when you close the tab. If you can, download on a computer and save the file somewhere you'll find it again. If you can't, save it to your Files app, iBooks, or Google Drive rather than leaving it in the browser.
Your links don't expire. If you lose the file six months or six years from now, email us and we'll resend it. You bought it. It's yours. We keep the records.
Commissions and made-to-order work
Commissions are made by hand, one at a time, for you.
- Turnaround: counted from the date you approve the design — not from the date you paid the deposit. We'll give you a realistic estimate before you commit, and we'll tell you promptly if it changes.
- Shipped from: Philadelphia, PA
- Every commission ships insured, with tracking. You'll get the tracking number by email when it goes out.
- US delivery: typically 2–5 business days once shipped.
- International delivery: typically 2–4 weeks, depending on customs.
Customs, duties, and import taxes
International buyers are responsible for any customs duties, import taxes, or brokerage fees charged by their own country. These are not included in your order total, we can't calculate them in advance, and we can't refund them. If you're outside the US, please check your country's rules before commissioning.
Addresses
We ship to the address you give us. Please check it.
- If the address is wrong and the package comes back to us, we'll re-ship it as soon as you cover the return postage.
- If the address is wrong and the package doesn't come back, we can't replace the piece. It was made just for you.
If you realize you've made a mistake, email us immediately — if we haven't shipped yet, it's a thirty-second fix.
Lost, delayed, or damaged packages
Once a package is with the carrier, delivery is in their hands, and delays usually are too.
- If tracking hasn't moved in 7 days, email us. We'll open a claim.
- If a package arrives damaged, photograph the packaging before you unpack any further, then photograph the piece. We need both to file an insurance claim. Email us within 14 days of delivery.
- If a package is marked delivered but you don't have it, check with your neighbors and your building, then email us. This is the hardest case to resolve, but we'll help you work it.
Questions
xtina@insolublefiberarts.com — we typically answer within 2–3 business days.