Shopping With Us: Information and Policies

Shopping With Us: Information and Policies

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 40 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.

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 swatching service to provide select offerings through our online store available to everyone. To find out more about Sawyer Brook, see About Us.

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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.

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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 on the navigation menu at the top. 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 fabrics are sold in yards.   To convert fractions of yards to decimals, please use chart on the Cart page. For example, 1/8 yard = .13 yards.  Buttons are sold per piece.

International Customers:  Please convert meters to yards according to the following guideline

1 meter = 1.094 yards

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 distinctive touch+ member, you still must set up an online account on our website if you wish to order from our online store.

Once you have signed-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.

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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.

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What payment methods do you accept?

We accept the following major credit cards:

Discover, Mastercard, Visa

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.

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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.

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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 Members 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). Prices Subject to Change.  

Our Shipping and Handling Rates
Standard Best Way Shipping (Residential or Commercial)Packages weighing under 13 oz. will be shipped via First Class mail for a flat fee of $5.00. 
Order Total Shipping Charges
$0-$50.00 $8.95
$50.01-$100.00 $11.95
$100.01-$150.00 $14.95
$150.01-$250.00 $17.95
$250.01 and over FREE
For Faster Service  Call or Email for package-specific charges.
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 Best Way Shipping charges above.
For All Non-U.S. Addresses  We ship Best Way. Actual cost + Handling Charges up to $5.00. Credit card only.
Buttons or Notions Only – Under 13 oz., if ordered separately. (Over 13 oz., see Standard Shipping rates above) FLAT RATE OF $5.00. USPS First Class Only.
Membership Only (i.e. if distinctive touch+ membership requests are the only items in your shopping cart) 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.

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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.

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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. In the event you wish to return an item, please refer to the following policies.

Fabric Returns:
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.

Scarf Returns:
Returns on scarves will be refunded for the full purchase value if the item is returned in mint condition, in its original package, shows no signs of use, has the original tag still attached, and has no traces of perfume or other scents. If any of these conditions are not met, a restocking fee of 50% of the original purchase value will apply to the refund. Please note that we will refund shipping costs only if the return is a result of our error.

Buttons and Notions Returns:
Returns on buttons and notions will be refunded for the full purchase value if the items returned are in its original packaging and shows no sign of use. If any of these conditions are not met, a restocking fee of 15% of the original purchase value will apply to the refund. Please note that we will refund shipping costs only if the return is a result of our error.

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How do I check my membership status online?

You can find your current distinctive touch+ membership status by logging into your online account and going to the My Account page (find the link on the top navigation area).  Your membership status will be shown at the top of the page.

Note: If you have an active membership 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.

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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.)

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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.

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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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