I put love and effort into every item I make and sell, and want you to love your items. Please note, that hand made and hand dyed items are each unique and may have slight variances between each item. I do my best to represent each item by taking high quality photos in natural light, and my descriptions are as accurate as possible. Please note that all device screens portray colors differently, so some slight differences in color can be expected.

Fiberculture is a small, woman owned, local business, not a giant corporation, and my business policies reflect that. With that being said, I will do whatever I can to make my customers happy and ensure that they receive the highest quality service and products that I can offer. In the event of an issue, I will review and work with any request or concerns you have, in conjunction with my policies, and discover a solution to ensure your overall satisfaction.

When contacting me with an issue, I ask that you please be kind, remember that I am more than happy to help you! Fiberculture is run entirely by myself, a single mama/ homesteader who also manages the 36 acre farm, and I greatly appreciate your patience and consideration when dealing with any issues.

With any questions or concerns, please feel free to contact me here.

PLEASE CONTINUE SCROLLING BELOW TO VIEW POLICIES, ORDERING & SHIPPING INFORMATION, FAQ’S AND MORE

Ordering:

PLACING YOUR ORDER:

Ordering with Fiberculture is simple! Add the items you desire into the shopping cart, and click checkout when you are ready to purchase. Our website and checkout are safe and secured with a current Secured Sockets Layer (SSL) Certificate. For questions regarding ordering, contact me here. I will respond to you promptly to address your questions and concerns.

CUSTOM ORDERS:

If you’d like to request a custom made item, fill out this form describing your wants and questions here. I will respond to your request promptly and will do all that I can to accommodate your request.

PAYMENT:

Fiberculture accepts the following major credit cards:

• Visa

• Mastercard

• American Express

• Discover

• PayPal

All funds are collected in US dollars.
At this time, Fiberculture does not accept checks, money orders, COD orders or purchase orders. Payment is due at the time of purchase. Your order will be processed and shipped once your payment is received.

TAXES

Taxes are based on tax rates for your taxing jurisdiction, which is derived from your order’s ship-to address. Fiberculture collects state and local sales tax only within the state of Kentucky. Residents of all other states are responsible for paying any applicable local sales tax.

Tax is calculated on the total value of items ordered including shipping & handling.

Shipping info: 

When will my order ship?

This is a small business (and farmstead) is run entirely by myself, the Owner/Maker, Serena Gomez, and as such my processing times are a bit longer than you would find from major corporations such as Amazon or Walmart, however I still do my best to ship out orders as fast as possible! Supporting a small local business and receiving handcrafted & truly unique products is well worth the extra wait!

Unless otherwise noted on the item’s listing page, all orders with in-stock and available inventory will ship within 3-5 business days (not applicable to custom or made-to-order items). Once you receive your shipping confirmation email, please wait up to 24 hours for the tracking information to update.

Where and how do you ship?

Fiberculture currently ships orders throughout the United States, including Hawaii and Alaska. For International Shipping outside of the U.S., please visit my Etsy site here, which can process your order and give you more accurate shipping costs. Your shipping cost will be automatically calculated based on the size and quantity of items purchased.

I currently ship all packages via the United States Postal Service. Once the package is picked up by the USPS, their estimated shipping times are as follows:

Standard: 5-7 business days    (9-12 business days for Alaska, Hawaii)
Priority Mail 2 Day: 2-3 business days
International Shipping: 15-20 business days *Buyer is responsible for any additional customs fees their country may place on a package.

*Shipping times are estimated and are subject to change. The above estimated times include business days and do not account for weekends or holidays. Fiberculture does not accept responsibility for Postal Service delays. If your package is not delivered within 14 days, please contact me here and we will gladly assist you in tracking your order.

**Please note that Fiberculture is NOT responsible for lost, stolen or undelivered packages, and as such do not offer replacements or refunds for items lost or damaged while in the possession of the USPS. If you’d like to insure your shipment via USPS, please contact me PRIOR to ordering and I will insure your items for you. In the event of a USPS failure, please contact USPS with any questions or concerns.

Can I send my order to a P.O Box address?

Unfortunately, no. At this time, all orders from Fiberculture require a physical address. I apologize for any inconvenience this may cause.

Regarding Incorrect Shipping Address

Your order will ship to the address you provided in the order confirmation. Any packages that are returned due to a wrong or incorrect address will be reshipped at the cost of the buyer. Orders that are lost or stolen due to the incorrect shipping address being provided will not be refunded. Please double check when ordering to make sure your shipping information is correct. If you notice the shipping information is incorrect after you’ve placed your order, you may contact me here as soon as possible and i’ll do my best to update your request. Inquiries are generally returned within 24 hours. Orders cannot be changed once they have been processed and shipped.

I need to change something on my order, can you help me?

I process orders as quickly as possible, though you may contact me here within 30 minutes of placing your order and i’ll do my best to update your request. Inquiries are generally returned within 24 hours. Order information cannot be changed once they have been processed and shipped.

Returns, Exchanges & Cancellations:

Returns:

In the event you would like to return or exchange your item(s), you must contact me with your request within 7 days of delivery of your items.

For the return or exchange to be accepted, you must please ship the item(s) back to me within 30 days from the date of purchase. Items must be returned in New (Unused) Condition, including any attached labels, tags and accessories. You must also include the original packing slip with your Order Number on it in the return package. If the item is found to not be returned in its original condition, the buyer is responsible for any loss in value. Buyer is responsible for the return shipping cost. Fiberculture will not accept returns or exchanges after 30 days from the date of purchase.

Once the item(s) are received back and determined to be acceptable as a return, your order cost (minus the original shipping fees) will be refunded.

Because of the nature of these items, unless they arrive damaged or defective, I cannot accept returns or exchanges for:

• Custom or personalized orders

• Gift Cards

• Downloadable or Digital Merchandise or E-books

In the event you receive a defective or incorrect item found to be due to the fault of Fiberculture, contact me immediately (within 30 days of receipt) and I will work with you to resolve the issue.

Cancellations:

If you’d like to cancel or change your order, please contact me as soon as possible. I’ll do everything I can to accommodate your request if you contact me before your order has been processed. The sooner you contact me, the better. Once your package has been shipped I unfortunately cannot cancel or change your order.

*If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.

Because of the nature of these items, I cannot accept cancellations for:

• Custom or personalized orders

• Gift Cards

• Downloadable or Digital Merchandise or E-books

Product Safety

Fiberculture recommends reading and following all safety information and instructions included with our products. In no event shall our company be liable for any direct, indirect, punitive, incidental, special consequential damages, to property or life, whatsoever arising out of or connected with the use or misuse of our products.

Terms of Use:

You can view the website’s Terms and Conditions of use here.

Privacy Policy:

Your privacy is very important.  You can view the website’s Privacy Policy here.

Wholesale:

Yes, I can provide wholesale and bulk pricing for select items! Please reach out to me here with inquiries and requests and I will work with you to make it happen!