customer service

Contact

If you have general questions about products and the website or need to change your contact information, please email info@alisonglass.com.

If you have questions about orders, please email shop@alisonglass.com.

Shipping

U.S. ORDERS

All U.S. orders ship for only $6.50 no matter where you live or how much you buy! Cards, stickers and patterns ship for $1 per item until you reach the $6.50 flat rate amount.

CANADA

0-$100 --------- $24

$101-$200 ------ $46

$201+ ----------- $59

Cards, Stickers and Patterns ship for $2 each for first 10 items.

INTERNATIONAL

0-$100 --------- $34

$101-$200 ----- $74

$201+----------- $94

Cards, Stickers and Patterns ship for $3 each for first 10 items.

Shipping is through USPS. All orders ship from Massachusetts.

 


PDFs

PDFs are sent automatically through a link on your invoice/receipt from alisonglass.com. You can click on this link to download the pattern. If you do not see the invoice/receipt from alisonglass.com, please check your spam/junk folder. This email goes to the email address associated your account at alisonglass.com.

You can also login to your alisonglass.com account. Select the Downloads button to retrieve your patterns.

If you click the link to download the pattern and it does not open automatically please know that it is somewhere on the device. Check the downloads folder. The system allows three download attempts. We can reset the limit if necessary, but if you've reached the limit then the PDF is somewhere on the device. After opening the PDF please save it directly on your device in a place you can find it in the future.

PDF patterns that include templates need to be printed at 100%. The templates always include 1/2” or 1” marks to compare/measure to be extra sure they are printing at a true 100%, sometimes stated as ‘no scaling’. Many printers will default to less than 100% (this is common when a printer is set with ‘fit to page’ as the default option). Even if a pattern is printing at 98%, though it will look almost the same, it won’t come together correctly which can be really frustrating.

CANCELLATIONS, RETURNS & EXCHANGES

Please email within 24 hours of placing the order if there are any cancellations or changes to your order. Any reduction to your order or cancellations not reported within 24 hours will be issued a restocking fee of up to 20% of the total deducted from your order. Please notify us via email at shop@alisonglass.com of incorrectly shipped merchandise or returns within 5 days of receipt, and returns or exchanges must be postmarked within 5 days of reporting. All merchandise should be returned unopened, unused, and in its original packaging.

TURNAROUND TIME

Our typical turnaround time is 3-4 business days. However, turnaround times may vary due to holidays and high volume traffic times.

BACKORDERS

Occasionally certain products may be out of stock. You will be notified of any items that are on backorder, and all in-stock items will be shipped with the backordered item. If you prefer to receive the in-stock items more quickly, please place two orders. Once an item is back in stock, we will ship it without delay unless directed otherwise.

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