Frequently Asked Questions
What is a pre-order and when will I receive my pre-order item?
A pre-order is an item purchased before it has been manufactured with the understanding it will be shipped at a later date. All pre-order items are clearly marked on the website (collection page, product page, at check out, etc.) and on your order confirmation email. Please be sure to pay attention to the estimated delivery dates on all pre-order items before placing your order.
Each pre-order style or size may have a different delivery estimate. Please note that this time frame is not a guarantee but an estimate provided by our manufacturer. We define the estimate of “early” as it should arrive to us between the 1st and 10th of the month. We define the estimate of “mid” as it should arrive to us between the 10th and the 20th of the month. We define the estimate of “late” as it should arrive to us between the 20th and the end of the month. Although we do our best to give you the most accurate time frame, please note that all pre-order delivery estimates are subject to change. Personalized items require additional processing time and will delay the ship date for a pre-order item.
Please note that the estimated ship date for a pre-order item that is monogrammed may not show up in your confirmation email or on the checkout page. We are currently working to adjust this on our website. Please note that the estimated ship date will be on the product page when you are placing this order.
How long will it take to receive my order?
We strive to ship all orders that include only in stock items within 1-2 business days (Monday through Friday). If you ordered pre-order items, please refer to the estimated delivery date noted on your order for the shipping time frame. If you ordered both in stock and pre-order items, we will ship the in stock items during their typical processing time and the pre-order items in their shipping time frame. Personalized items require additional processing time and orders with multiple and/or personalized items will ship together when the personalization is complete.
You will automatically receive an email with tracking information once your package is picked up and scanned by the USPS. We utilize First Class or Priority so most orders are delivered within 5-10 business days. Please refer to the tracking information provided by the USPS to find out when your order will be delivered. The postal service observes national holidays and can experience delays during busy holiday seasons. CLICK HERE for information about shipping.
I have a monogrammed piece in my order. Will this affect the shipping time of my other items?
Yes. All in stock pieces will ship together once the monogramming is complete. If you are needing some of the non-monogrammed pieces earlier, we recommend placing two separate orders.
How do Stitchy Fish items run?
Most of our items run pretty true to size to slightly generous. To help you find the best fit for your little one, there will be a size guide in the product description on each product. If you are unsure and would like to speak to someone regarding sizing, please feel free to reach out to us on social media or via email.
How do I find out about sales or special offers?
We occasionally offer sales or special discounts. You can sign up to receive notifications for our sales through email and text on our main web page. Follow us on Facebook and Instagram too! All sales or promotional codes are for a specified or limited time and can not be applied to previous orders.
Why is my coupon/discount code not working?
Some promotional codes are available for a limited period of time and some are only available for a one-time use. Any free shipping offer is for our regular, standard USPS delivery only. Our system does not allow for stacking promotional codes, so pick the one you like best. Promotional codes cannot be applied retroactively to previous orders.
What is your return or exchange policy?
CLICK HERE to see our Returns policy page.
FINAL SALE: Items from our Heirloom Collection, all sale or clearance items, gift cards and any item that is personalized are final sale. All final sale items cannot be returned for an exchange, credit or refund for any reason.
I received a Stitchy Fish Item as a gift and I need to return or exchange it. How do I do this?
CLICK HERE to see our Returns policy page.
No worries! We are happy to help you process the gifted item(s) as a return or an exchange in accordance with our return policies. Returns are typically processed for store credit to the original email on the order. If you would prefer the gift card be sent to you rather than the original buyer, please note this on the return form. Please make sure that you note the original customer’s name and email address on the form if you are not able to locate the order number.
How do I apply a gift card or discount code?
If you are on a mobile device, click “View Order Summary” up at the top of the checkout page and a box will appear for you to input the code. If you are on a desktop computer, the box will be on the right side of the screen at checkout.
May I make changes to my order after I have checked out?
Sometimes things happen and you need to make changes to your order. We totally understand and are here to help, but you must contact us immediately. Our team is oh-so-skilled at packing and shipping orders fast! Once we initially process and ship your order, we are unable to make any changes. We can add an item to an existing order, but only if the team has not already processed and shipped your order. We cannot make any changes to personalized items after the order has been placed. Please CLICK HERE to review our Personalization FAQs.
What type of payments do you accept?
We accept all major credit cards, Paypal, ShopPay and AfterPay. CLICK HERE for more information about how to use AfterPay.
The item I would like is out of stock. Will you be restocking it?
If you see a hanger over the size you are interested in, this means that the size is, unfortunately, sold out at this time. Restocks do depend on manufacturer availability and we are not able to guarantee a restock of an item. However, if you see something you love but it is out of stock, we recommend signing up for restock notifications. Should we be able to restock or we have one returned, you will automatically receive a notification that the item is available.
I received an email that said my package was delivered but I did not get it. What do I do now?
We are sorry to hear that the item has not been received. We ask that you allow for 24 hours after the package has been marked as delivered for USPS to deliver the package. If the 24 hours has passed and the package has still not been received, please reach out to your local post office to verify the geolocation of the package. This geolocation will show where the package was last. If USPS misdelivered the package or has it on hold at the post office, they would be able to attempt to recover the package at that point. If they are unable to assist you further, please reach out to our team within 5 days of the package being marked delivered and we would be happy to work with you toward a resolution.
How do I contact the company if my question wasn’t answered here?
Our customer service team is happy to help you with any other questions or order information at customerservice@stitchyfish.com. If you have questions regarding a specific order, please include your order number in the email. Multiple emails can cause potential confusion and delay a response. We strive to answer all emails within 1 business day (Monday through Friday between 8 AM and 5 PM CST).