Returns & Refunds – ThreadWorks

Last updated: October 14, 2026

At ThreadWorks, we believe shopping for sewing, quilting, and embroidery products should come with confidence and peace of mind.

As a third-generation family sewing business, we take pride in the products we sell and the customers we serve. Whether you're purchasing a spool of thread, your next sewing machine, or equipment for your sewing room, we're here to help.

If something isn't right with your order, we'll work with you to make it right.

Easy Returns — Up to 90 Days

Most purchases from ThreadWorks are eligible for return within 90 days of delivery, giving you extra time to shop with confidence.

To qualify for a full merchandise refund, returned items must be:

• Unused and in new, resalable condition.

• Returned with their original packaging.

• Complete with all included accessories, manuals, components, and materials.

• Free from damage, alterations, or signs of misuse.

Eligible merchandise returned in its original, unused condition receives a full merchandise refund with no restocking fee.

Certain products, including SVP Worldwide products, special orders, and final-sale merchandise, have different return requirements outlined below.

SVP Worldwide Products — 30-Day Returns

Singer, Husqvarna Viking & Pfaff

Products supplied through our SVP Worldwide program, including eligible Singer, Husqvarna Viking, and Pfaff sewing machines and accessories, are covered by a 30-day return window from the date of delivery, rather than our standard 90-day policy.

To qualify for a return:

• Contact ThreadWorks within 30 days of delivery to request return authorization.

• The product must be unused, undamaged, and in new, resalable condition.

• All original factory packaging, accessories, manuals, and included components must be present.

• A Return Merchandise Authorization (RMA) must be issued before shipping the item back.

Return shipping: Customers are responsible for return shipping on voluntary returns, such as a change of mind or ordering the wrong product. ThreadWorks will assist with return instructions and authorization.

Restocking fees: No restocking fee applies to eligible SVP products returned unused, complete, and in their original condition.

Damaged or defective products: If your Singer, Husqvarna Viking, or Pfaff product arrives damaged, defective, or incorrect, contact us promptly. We'll coordinate with the manufacturer to determine the appropriate resolution, including repair, replacement, or refund as applicable. For qualifying manufacturer errors or shipping damage, ThreadWorks will cover or arrange return shipping.

Returns outside the 30-day window are not accepted for change-of-mind reasons. This does not limit applicable manufacturer warranty coverage or rights provided by law.

The 30-day exception applies to products specifically supplied through our SVP Worldwide program. Other products continue to follow their applicable ThreadWorks return terms.

How to Start a Return

We want the return process to be simple and straightforward.

Email: support@threadworks.com
Phone: (480) 545-0778
Hours: Monday–Friday, 9:00 AM–5:00 PM Arizona time

Please include your order number, the product you would like to return, and a brief explanation of the reason for the return.

Our team will review your request, confirm eligibility, and provide an RMA with instructions for returning your item.

Please do not ship returns without receiving authorization first. Unauthorized returns may experience delays or be refused.

For products fulfilled directly by a manufacturer or distribution partner, we will provide the appropriate return destination and instructions.

Return Shipping

For standard voluntary returns, return shipping is the customer's responsibility.

If we shipped the wrong item, or your product arrived damaged or defective, ThreadWorks will cover or arrange return shipping when the return qualifies under the applicable policy.

For customer-paid returns, we recommend using a trackable shipping service and purchasing insurance for higher-value merchandise.

Customers are responsible for ensuring items are packaged securely for their return journey. Shipping damage caused by inadequate return packaging may affect refund eligibility.

Original outbound shipping charges are non-refundable for voluntary returns. This does not apply when a refund of those charges is required because of a ThreadWorks error, a qualifying product issue, or applicable law.

Refunds & Processing

We want you to know exactly what to expect when returning merchandise.

• Unused merchandise in original condition: Full eligible merchandise refund with no restocking fee.

• Opened or used standard merchandise: A condition-based deduction of up to 20% may apply where appropriate, depending on the item's condition and the applicable return terms.

• SVP Worldwide merchandise: Eligible unused returns within 30 days receive a full merchandise refund, with no restocking fee. Products that fail to meet return eligibility requirements may be declined.

• Shipping charges: Original shipping fees are generally non-refundable for voluntary returns.

Once your return is received, our team or the designated fulfillment partner will inspect it and confirm its condition.

Approved refunds are issued to the original payment method. Your financial institution may require additional processing time before the credit appears.

We do not automatically charge restocking fees or condition deductions. Any applicable deduction is based on the item's actual condition and communicated as part of the return review.

Sewing Machines & High-Value Equipment ($1,000+)

We understand that purchasing a sewing, quilting, or embroidery machine is a significant investment.

Machines and equipment valued at $1,000 or more are covered by our standard 90-day return window unless a product-specific exception applies, including the 30-day SVP Worldwide policy.

Please refer to our Equipment Purchase & Return Policy for full details.

For standard eligible equipment returns:

• There is no restocking fee for equipment returned unused, uninstalled, undamaged, complete, and in its original factory packaging.

• A condition-based deduction of up to 25% may apply if a machine has been used, altered, damaged after delivery, improperly packed, or returned with missing components.

• Equipment must be returned with tracking, full shipping insurance, and adult-signature confirmation.

• Serial numbers may be verified against shipment and purchase records.

• Please contact us before shipping equipment so our team can provide appropriate packing and return instructions.

For eligible SVP Worldwide equipment, the 30-day return window and SVP return eligibility requirements take precedence.

Items Not Eligible for Return

Unless otherwise required by law or applicable to a qualifying damaged, defective, or incorrect-item claim, the following merchandise is not eligible for standard returns:

• Special-order and custom-made merchandise.

• Software, digital downloads, and digital manuals.

• Installed or used replacement parts.

• Clearance merchandise specifically marked final sale.

• Products damaged through misuse, alteration, or improper installation.

• Products outside their applicable return window.

• Merchandise that does not satisfy its applicable return condition requirements.

Product-specific exceptions will be identified where applicable.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as possible, ideally within 48 hours of delivery.

When possible, include:

• Your order number.

• A brief description of the problem.

• Clear photos of the product.

• Photos of the shipping box, packaging, and shipping label if damage occurred during delivery.

Prompt notification helps us investigate shipping damage and coordinate with the carrier or manufacturer more efficiently.

We will work with you to resolve qualifying issues through an appropriate repair, replacement, or refund.

For Singer, Husqvarna Viking, and Pfaff products supplied through SVP Worldwide, our team will coordinate directly with the manufacturer as needed.

The recommended 48-hour notification period is not an automatic forfeiture of applicable warranty coverage or legal rights.

Missing or Misdelivered Packages

If your tracking information indicates an order was delivered but you cannot locate it, please contact us promptly.

Our team will help review the shipment information and coordinate with the carrier when appropriate.

Carrier investigations or claims may require additional information or documentation. We'll help guide you through the process.

Manufacturer Warranties

ThreadWorks is proud to be an authorized dealer for leading sewing, quilting, and embroidery brands.

Eligible machines and equipment include the applicable manufacturer's warranty where provided.

Warranty coverage, exclusions, service procedures, and remedies are determined by the manufacturer's warranty terms and applicable law.

If an issue arises with a machine purchased from us, please reach out. Our experience servicing sewing and embroidery equipment allows us to help identify the appropriate next steps.

Manufacturer warranty coverage is separate from our voluntary return policy. A product's return window ending does not automatically end its manufacturer's warranty.

Order Verification

For the safety of our customers, certain orders may require additional verification before shipment, particularly higher-value equipment purchases.

Verification may include confirming order details, shipping addresses, or contact information.

These precautions help us protect customers against fraudulent transactions and unauthorized purchases.

We're Here to Help

Our goal is simple: we want you to feel confident purchasing from ThreadWorks and know that real people are here to help if you need us.

Whether you have a return question, need help with a new machine, or simply aren't sure what to do next, please reach out.

We appreciate the opportunity to earn your business and look forward to helping you with your sewing, quilting, and embroidery projects.

Contact ThreadWorks

ThreadWorks
3716 E Main Street, Building 1
Mesa, AZ 85205

Phone: (480) 545-0778
Email: support@threadworks.com
Hours: Monday–Friday, 9:00 AM–5:00 PM Arizona time

Please contact us for return authorization before sending merchandise to any address. Your return destination may differ from our business address.

Nothing in this policy limits any non-waivable consumer rights or remedies available under applicable law.