View Cart »Information about shopping on our site, our rates and policies, ordering methods, our company, online security, and more.
We stand by our products.
Over our 36 years in business we have taken pride in providing our customers with personalized service and satisfaction. At Sawyer Brook it is our policy to give your order individualized attention.
Every order is a valued, custom order.
FAQs
- Who is Sawyer Brook Distinctive Fabrics?
- How do I order online?
- How do I navigate the online store?
- What if an item I order is out of stock?
- What payment methods do you accept?
- Is my personal information secure when I place my order?
- What are your shipping rates?
- When will my order ship?
- What is your return policy?
- Are orders from The Back Room special collection any different from regular Sawyer Brook orders?
- How do I check my subscription status online?
- How do I connect my online account to my existing Sawyer Brook records?
- Where can I find an explanation of fabric care instructions?
- I have more questions — how do I contact you?
Who is Sawyer Brook Distinctive Fabrics?
We are a mail order fashion fabric service providing high quality, unique fabrics to the home sewer. In business since 1974, we have expanded our reknowned subscription mail-order swatching service to provide select offerings through our online store available to everyone. To find out more about Sawyer Brook, see About Us.
How do I order online?
There are two easy ways to order from our online offerings:
Use Our Convenient Click-and-Buy Shopping Cart: Any item with a “add to cart” button next to it can be instantly placed in your personal shopping cart. You can always edit, remove, or add items before completing your order. For detailed shopping tips, see Navigating Our Online Store below.
Call Us Toll-Free: We welcome orders placed on our toll-free line, 1-800-290-2SEW (2739). Our experienced and friendly staff will be happy to assist you in completing your order. Plus: When you call, you can speak with one of our Fabric Specialists to ask any questions you may have about our fabrics and other products specific to your garment construction needs.
How do I navigate the online store?
Moving Around the Departments: You can shop in our online store by accessing any of our store departments in the slide-down navigational bar at the left side. Every item for sale in our store will be accompanied by an “add to cart” button.
Adding an Item to Your Order: Simply add the item to your Cart. You can adjust the quantities of each item before adding it to your cart or later on the Cart page.
All prices on our site are stated in U.S. Dollars.
Best Match: Remember, you can add Best Match service to any order. Click here for details.
Completing Your Order: When you have added all the items to your Shopping Cart, simply press the Proceed to Checkout button on the Cart page. You will be able to (a) set up a new online account with our store or (b) log-in with your e-mail address and password if you have ordered online with us before. Note: If you are a subscriber of our Swatching Service, you still must set up an online account on our website if you wish to order from our online store.
Once you have logged-in or created your new account, simply fill-out your shipping (more info here) and payment specifications and confirm your order. You will receive a confirmation e-mail after you place your order. If you have any changes to make to your order after it is placed, please contact us immediately by e-mail or by phone at 1-800-290-2SEW (2739).
If you have any questions about shopping in our online store, please contact us at our customer service e-mail address.
What if an item I order is out of stock?
In the event we are out of stock of any or all of your order, we will advise you by e-mail of your order status and options, if any. You will not be charged for any order until we verify that all of the items are in stock and ready to ship.
What payment methods do you accept?
We accept the following major credit cards:
We also accept personal checks sent via paper mail from U.S residents only.
Your card is not charged until your order has entered the final fulfillment process. We do our absolute best to post the correct prices to our web site. Occasionally, an incorrect price is posted. If the actual price is lower than the amount posted, we correct the price and ship the item. If the correct price is higher than that posted, we will contact you for further instructions.
Is my personal information secure when I place my order?
Yes. We are committed to protecting your privacy when you order with us. The secure server software (SSL) used in our online store is the industry standard for secure commerce transactions. It encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. You will notice a “padlock” icon in your web browser once you log-in to place your order. This symbol means that all of the information you enter will be sent to us securely.
What are your shipping rates?
We make it our business to ship your order using the method which best balances speed of delivery with cost. If you do not indicate the appropriate shipping method (note our special rate options for Buttons Only and Subscription Only), we will select the method which we believe best accomplishes this objective. We encourage you to fill out the Comments area at the end of the checkout process, or contact us by e-mail after you order if you have any special shipping requests. We will do our best to accommodate your requests. Please look over our shipping options carefully when placing your order (prices are in U.S. Dollars):
Our Shipping and Handling Rates | |||||||||||
| Standard UPS Ground Shipping (Residential or Commercial) |
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| U.S. Postal Service Shipping (Priority Mail) | Add $3.00 to Standard UPS Shipping charges above. | ||||||||||
| For Faster Service Through UPS (Next Day, 2nd Day, 3-Day) | You will be charged the actual UPS rate plus handling for faster service options. To request faster service use the special instructions section on our order page. Please contact us if you have any questions. | ||||||||||
| Shipments to Alaska, Hawaii, Puerto Rico, and A.P.O. and F.P.O. Addresses We ship U.S. Postal Service. | Add $5.00 to Standard UPS Shipping charges above. | ||||||||||
| For All Non-U.S. Addresses We ship Best Way. | Actual cost + $5.00. Credit card only. | ||||||||||
| FLAT RATE OF $4.00 USPS Only | ||||||||||
| Back Room Items | Note: Back Room fabrics ship from a separate warehouse. For U.S. addresses combined orders will incur a single shipping charge. International Customers will be charged separately for each shipment. | ||||||||||
| NO CHARGE FOR SHIPPING | ||||||||||
Sorry, we do not ship C.O.D.
Please make sure you select the appropriate shipping option when placing your order. If your shipping total is calculated incorrectly at the time of your online order, we will adjust the amount and charge your order accordingly.
International Customers: We always ship Best Way to our international customers. Since rates vary from country to country, we cannot calculate an exact shipping total at the time of your online order. Your shipping total will be calculated by using the actual charge through the shipping service plus a handling fee of $5.00 U.S.D. Simply select Non-U.S. addresses on the shipping screen. If you have any questions, please contact us.
Customs Information: In addition, international customers may be subject to import duties and taxes, levied by the destination country. These additional charges are the responsibility of the customer. Customs policies vary widely from country to country–you should contact your local customs office for further information.
When will my order ship?
We want to remind you that we are a custom cut fashion fabric business. We are not a pick, pack and ship operation. Every order is a custom order.
What does this mean for you?
- Your order will be prioritized by date and time of receipt. We honor that priority in all we do.
- Your credit card will not be charged until we are sure we can fill your fabric order, including all best match items. Your fabric order is then custom cut to your specifications.
- Our goal is to fill your order within 3 business days, but certain factors may affect our ability to meet this goal.
What slows down order fulfillment?
- A flood of orders within several days can prevent us from meeting our time tables. How You Can Help: If you absolutely must have your order by a specific date, please let us know when you place your order. We will do our best to expedite it. You can also choose a faster shipping option, but that alone will not let us know that you also want it expedited. This does not jeopardize fabric availability for orders that were placed earlier.
- Sometimes we have less fabric than you requested. We want you to have first dibs on the last cut, so we contact you with the information and wait for your decision.
- Sometimes order information including payment and/or delivery address is inaccurate. Please double-check your online entries before hitting the submit button. How You Can Help: When we contact you via phone or email, your quick response to our questions will move your order along more expeditiously.
Please note that we are a Monday-Friday warehouse. When calculating how long it will take to get your order, omit Sat/Sun as fulfillment days. We are always happy to let you know the status of your order via phone or email.
What is your return policy?
The products we offer are always of the highest quality and we take meticulous care to ensure prompt and accurate delivery of your order. If for any reason you are not satisfied with your purchase, please return the item or uncut fabric within 30 days for full replacement or credit of your purchase price. Please note that we will refund shipping costs only if the return is a result of our error. We encourage you to make your returns as quickly as possible to help assure replacement as fabric and button availability may be limited.
Are orders from The Back Room special collection any different from regular Sawyer Brook orders?
The Back Room is an additional venue through which Sawyer Brook offers special fabrics from high-end designers and manufacturers that are not readily available elsewhere. We offer these designer fabrics to you at remarkable savings. Many are available in limited quantities. Don’t miss the chance to own some of the world’s finest fabrics!
Back Room fabrics ship from a separate warehouse. For U.S. addresses combined orders will incur a single shipping charge. International Customers will be charged separately for each shipment.
Purchases from The Back Room will not serve to initiate or extend your subscription to Sawyer Brook Distinctive Fabrics.
How do I check my subscription status online?
You can find your current Swatching Service subscription status by logging into your online account and going to the My Account page (find the link on the left-hand navigation bar or at the bottom of the page). Your subscription status will be shown at the top of the page.
Note: If you have an active subscription that is not shown on your Account page, your online shopping account may not be “linked” yet to your Sawyer Brook customer record. Please see the instructions below for connecting your account.
How do I connect my online account to my existing Sawyer Brook records?
If you first became a Sawyer Brook customer after August 1, 2010, then your account is already connected. If you have a Sawyer Brook customer record from before August 1, 2010, you simply need to register for an online account and place an order. Your records will connect automatically during order processing. (If you would like to connect your online account without placing an order, please follow the instructions for for our “Connect Me” item.)
Important: To ensure that your account connects properly, please enter your First Name, Last Name, Street Address, City, State, and Zip Code exactly as they appear on your existing Sawyer Brook mailing label. (If your information has changed, please contact us so that we can update your customer record first.)
Where can I find an explanation of fabric care instructions?
Our product descriptions often contain a “care code” indicating the suggested preparation, washing and care techniques for that item. We have a page explaining each code here: Fabric Preparation and Care.
I have more questions — how do I contact you?
We are always happy to answer any questions you have. Click here for contact information.
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