My order shipped. Why haven’t I received it yet?
We sincerely apologize for any inconvenience. We ship orders within 1 business day. Customer support cannot make your order arrive faster. Delays are entirely out of our control and a byproduct of shipping carriers being overloaded in hard-times. Estimated delivery date is not guaranteed. Package delivery estimates may be extended by the shipping carrier. Please see the carrier tracking page for the most up to date information. Shipping delays are very possible during this time; please plan your projects and manage expectations accordingly. We are doing everything we can to serve our Fiber Art Community. Thank you for your patience and understanding! We greatly appreciate your support.
For USPS shipments, here is a link to additional information: https://faq.usps.com/s/article/Delayed-Mail-and-Packages
Create a search request with the USPS: https://www.usps.com/help/missing-mail.htm
How can I return my order?
As long as the item is received unaltered within 30 days of the order, we will happily refund it. If the item is not returned in it’s original condition, the buyer is responsible for any loss in value. Please include your order number with your return. Return packages without an order number will be refused. Buyers are responsible for return shipping costs. We do not track return shipping. Please refer to your tracking number for the status of your return. Once received, please allow 1-2 business days to process your return. You will receive a confirmation email when your return has been received and processed.
Return Address:
Rock Mountain Co
7555 W Amherst Ave
PO Box 27683
Denver, CO 80227
When will an item be back in stock?
We do everything we can to serve our Fiber Art Community. We work very hard to keep products in-stock. Some products may take several weeks to be back in-stock. If you want to be informed when items are back in stock, we have “in-stock” alerts available. You can request in-stock alerts on each product page. We always ship in-stock orders within 1 business day. Thank you for your patience and understanding! We greatly appreciate your support.
I am interested in wholesale/bulk pricing. Can I set up an account?
Due to the circumstances at this time, we are not accepting new wholesale/bulk accounts. Please feel free to sign up for our email list to be notified when we are offering new accounts again. Also, in-stock alerts are now available on our website. Thank you for your patience and understanding! We greatly appreciate your support.
What cord do you recommend for my project?
Our tutorials recommend what cord to use for each project. Also, feel free to visit our handy dandy Recommendations Chart!
I am interested in samples. How do I receive samples?
We can send 1-2 small samples of any in-stock items (free of charge). Just send us the shipping address and what in-stock items you are interested in via Chat bubble (in the lower right corner). We will ship the samples within 1-2 business days.
You can also request samples (of any in-stock items) to be shipped with an order. Just let us know in your order notes.
When will my backorder ship?
We do everything we can to serve our Fiber Art Community. Backorders may take several weeks to ship. Backorders receive highest priority when items become available and are handled at a first come first serve basis. We always ship backorders as soon as possible. If you ordered in-stock items with your backorder, we will ship your in-stock items within 1 business day (USA only). Cancelations or exchanges on backorder items can be requested at any time via Chat bubble (in the lower right corner of this website).
How can I change or cancel my order?
We can make cancelations and changes to your order as long as your order has not shipped yet. Change and cancelation requests are not guaranteed. However, we will do the best we can update your order. Feel free to contact us via the Chat bubble (in the lower right corner of this website) for additional help or information.
Do you have a public location or offer local pickup?
Hey there Coloradan! Thank you for the support! 🙂
Apologies for any inconvenience. We do not have a public location. We are online only at this time.
Need additional help? Feel free to contact us via the Chat bubble in the lower right corner of this website. Or, view our policy, terms, and conditions page.
