Last updated: August 28, 2026
This policy applies to sewing, quilting, and embroidery equipment with a retail value of $1,000 or more ("equipment"), and works alongside our Return & Refund Policy, Shipping Policy, and Terms of Service.
We've sold and serviced sewing machines as a family since 1977. These terms exist to protect you, your machine, and our ability to keep offering fair prices — and our team is always one phone call away if anything here is unclear: (480) 545-0778, Monday–Friday, 9am–5pm Arizona time.
1. Returns on Equipment — Up to 90 Days
Equipment may be returned within 90 days of delivery, just like the rest of the store. To qualify, equipment must be:
- Unused and uninstalled, with no signs of operation or setup
- In the original factory packaging, with all accessories, documentation, and components
- Matching our shipment records, including serial numbers
There is no restocking fee for returning eligible equipment. Return a machine unused, uninstalled, complete, undamaged, and in its original factory packaging, and you'll receive the normal refund for eligible merchandise.
A condition-based deduction of up to 25% applies only when a returned machine's condition warrants it — for example, it shows signs of use, was damaged after delivery, was altered or improperly packed, or is missing components, accessories, manuals, or packaging, and therefore requires inspection or reconditioning. Equipment that comes back heavily damaged or not resalable may be declined. In short: take care of the machine and return it complete and unused, and there's no fee.
Please call us before returning a machine — our technicians will walk you through packing it safely.
2. Returning Equipment Safely
All equipment returns must:
- Ship fully insured, using a trackable carrier
- Use adult-signature confirmation
- Be packed in the original factory packaging
Return shipping for voluntary equipment returns is the customer's responsibility. If the equipment arrived damaged or defective, or we made an error, we'll cover it. Careful packing matters — damage caused by improper packaging in transit can affect refund eligibility, which is another good reason to call us first so we can help you get it right.
3. Order Verification & Approval
Equipment orders are reviewed before shipment. To protect customers from fraud, we may verify billing and shipping information, ask for phone confirmation, or request identification for high-risk transactions. Verification is usually quick, and we'll keep you informed if it affects your ship date. Orders that can't be verified may be canceled and refunded.
4. Shipping Equipment to You
Equipment shipments are fully insured and require adult-signature confirmation on delivery. We may require direct delivery — no forwarding services or P.O. boxes.
If anything looks wrong when your machine arrives — or tracking shows it was delivered but you can't locate it — contact us right away. Our team will review the delivery information with you and work with the carrier on the appropriate next steps. Letting us know as soon as possible, ideally within 48 hours of delivery, helps keep carrier claims eligible.
5. Serial Number Records
We record the serial number of every piece of equipment we ship, and returns are matched against those records. It's how we guarantee that every customer receives a genuine, brand-new machine.
6. Installation & Operation
Customers are responsible for proper installation, electrical compatibility, safe operation, and following the manufacturer's guidelines. Our support team is happy to help you get set up — that's what we're here for — but we can't be liable for damage caused by improper installation or misuse.
7. Warranty
As an authorized dealer, the equipment we sell includes the manufacturer's warranty where one is provided, governed by the manufacturer's terms. Our three generations of service experience mean we can help you navigate any warranty claim. We don't provide additional warranties beyond the manufacturer's unless stated in writing; warranty remedies are limited to repair or replacement per the manufacturer's terms.
8. If Something Isn't Right
If anything about your equipment purchase isn't right, please contact us first — our team wants the opportunity to make it right, and we can almost always resolve an issue faster and more completely than a formal payment dispute can. Payment disputes are handled under our Terms of Service.
9. Limitation of Liability
To the fullest extent permitted by law, ThreadWorks is not liable for indirect or consequential damages, loss of business income, project delays, or installation-related damages. Total liability shall not exceed the purchase price of the equipment.
Questions Before You Buy?
That's what we're here for. Call (480) 545-0778 (Monday–Friday, 9am–5pm Arizona time) or email support@threadworks.com and talk to a real machine expert before you order.