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. During unprecedented times like these, we’re doing everything we can to serve our Fiber Art Community. Thank you for your patience and understanding! We greatly appreciate your support.
Current USPS alert message: “ALERT: USPS IS EXPERIENCING UNPRECEDENTED VOLUME INCREASES AND LIMITED EMPLOYEE AVAILABILITY DUE TO THE IMPACTS OF COVID-19. WE APPRECIATE YOUR PATIENCE.”
For USPS shipments, here is a link to additional information: https://faq.usps.com/s/article/Delayed-Mail-and-Packages
Here is a link on how to contact 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. Please include your order number with your return. 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?
In unprecedented times like these, we’re doing everything we can to serve our Fiber Art Community. We are working very hard to keep products in-stock. Some products may take several weeks (even months) to be back in-stock. If you want to be informed when items are back in stock, we now have “in-stock” alerts available on our website. We always ship in-stock orders within 1 business day. Thank you for your patience and understanding during this time! 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 during this time! 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 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 business day.
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?
Due to unprecedented times like these, we’re doing everything we can to serve our Fiber Art Community. Backorders may take several weeks (even months) 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.
