Shipping Information

Our physical products are shipped from within the United States, shipping prices will be calculated and shown during the checkout.

If orders are placed before 12PM (Eastern Standard time GMT-5) they will be shipped the same business day otherwise they will be shipped the following business day.

General transit time estimates
Within the United States: 4-7 business days
International: 7-30 business days*

*For international shipments, the actual number of days varies based on destination and potential customs delays.

CUSTOMS/IMPORT DUTIES & TAXES

Customs and Import duty may apply to orders for delivery outside of America and are levied by the destination country. The customer as the recipient of any order shipped outside of America will be liable for all import duties, customs and local sales taxes levied by the country you are shipping to.

If the order is refused, the customer will be responsible for the original delivery charges, any applicable tax and duty charges and the cost of returning the package.

Shipping Delays

Please Note: There may be additional postage delays due to the on-going pandemic

We aim to meet these delivery times but during busy periods (including sale) deliveries may take a little longer. Occasionally tech updates to our systems or force majeure events, such as the current worldwide pandemic, extreme weather conditions, will mean that these delivery services aren’t available, or that order cut-off times need amending and/or delivery times need to be extended. However, we will always work hard to keep these temporary

Warranty Claims

Sweet Pea Machine Embroidery physical products are warranted to be free from all defects in materials and workmanship on delivery. If any goods arrive damaged, please contact our Customer Service team within 2 weeks of delivery of the product for either a replacement or refund.

Damage due to abuse, misuse, normal wear, industrial use or neglect IS NOT covered. Defective products will be replaced or substituted with the same product or one of equal value at the sole discretion of Sweet Pea Machine Embroidery Designs.

ALL warranty claims MUST include the following forms of proof of purchase:

  • Proof of purchase – We must be able to see that you have purchased the product from our website (this may be your order number, account/name the order was placed under etc).
  • Proof of damage or defect must be submitted as a photo to our Customer Service team via email to the address below.

Sweet Pea Machine Embroidery Designs - customer.service@swpea.com

Delays / Lost in Transit

Currently due to the on-going pandemic there may be additional delays to your order.

If your order is currently in transit and there has not been a tracking update for an extended period of time we would recommend first contacting the postage service to inquire about the status of your parcel.

US Orders: If there has been no tracking update for over 4 weeks please get in contact with us and we will investigate further as it may have been lost in transit. 

International Orders: If there has been no tracking update for over 6 weeks please get in contact with us and we will investigate further as it may have been lost in transit. 

Returns Policy

We offer warranty on damage (see section above).

However we do not accept returns due to change of mind.

Returns due to change of mind

We want you to be satisfied with your purchase and experience, however if you have changed your mind, we may offer you a refund or store credit provided that the following conditions can be met:

  • The request is made within 30 days of purchase; and
  • You are able to provide satisfactory proof of purchase; and
  • The merchandise is in a saleable condition, that it is unused with all original sealed packaging or tags attached and where the product seal is not broken or tampered; and
  • The item is not subject to the exclusions listed below.

Excluded change of mind items

  • Digital designs; and
  • Gift cards

Our team members will assess the item (in-store and online returns) to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery costs are non-refundable for change of mind returns

We recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed. SWPEA PTY LTD is not responsible for returns that are not received or damaged during return postage.

Merchandise received by us after the specified return period will not qualify for a refund. In this case, the parcel will be returned to sender.