FREQUENTLY ASKED QUESTIONS
SHOPPING IN OUR ONLINE STORE
SETTING UP AN ACCOUNT
You do not need to set up an account to make a purchase from us online. With that being said, the benefit of setting up an account includes creating a wishlist for future reference [or the gentle nudging of a loved one!] and making it easier and quicker when shopping with us in the future.
When setting up an account, we only ask for the information we need to ensure a success experience for both of us. We won’t store your payment information without your knowledge and we will never sell or share any of your information.
What can I do if my payment is declined?
Sometimes technology gets the best of us! Here are a few things to check if your payment didn’t go through:
Check that your card’s billing details (such as the security code and billing address) match what you’ve entered into our system.
Is your card expired?
Your card issuer may have declined your payment. They don’t tell us the reason for this, so it’s best to check with them before trying your card again
If none of these apply, please contact us. We’re happy to help!
FORMS OF PAYMENT WE ACCEPT
We accept all major credit cards, direct bank transfers, Apple Pay, Google Pay, and check or cash when making a local curbside pickup.
Your purchase will appear on your bank statement as “MATERIALREWARDS.COM.”
REFUNDS | ORDER CANCELLATIONS
We want you to be happy with your purchase. If a mistake has been made or you discover a fabric flaw, please email or call us so we can make it right. All fabric sales are final. We cannot accept refunds or exchanges for other products in our store. We recognize that purchasing fabric online has a unique set of challenges, such as coloring. We do our best to capture images of our products in natural light with special attention paid to the color to provide an accurate representation. However, not all monitors and mobile devices display color in the same way. Consequently, we cannot guarantee the color of your fabric will be exactly the same as you see on your screen.
If you decide you need to cancel an order that has been paid for, we will refund your order within 24 hrs of confirming this with you. We understand that circumstances arise that may require a cancelation. Please note that all fabric & kit sales through Material Rewards are final. To ensure a refund, we ask that you email us immediately upon deciding to cancel. We cannot refund or cancel any orders that have already been shipped.
Material Rewards may offer preorders for our products, from time to time, which we deem highly desirable and highly anticipated. These products will clearly be designated as “Preorder” in their store listing. Placing a preorder means you are reserving the item[s] by paying for it in advance before Material Rewards either receives or creates the product / item. The estimated date of shipment will be clearly noted in each preorder listing. Please note: There are times that a manufacturer may experience delays and situations beyond our control. If for any reason there is an issue with your preorder (For example; shipping delays, unavailable products, etc), we will contact you immediately and provide the best solution we can.
All preorder sales are final. Preorder sales cannot be canceled, altered, or substituted.
FREQUENTLY ASKED QUESTIONS
How can I update my order?
Please email or call us as soon as possible if you would like to cancel or change your order. We fulfill orders quickly, but we’ll do our best to process your request. If an order has already been shipped, we will not be able to update your order.
How can I check the status of my order?
You can inquire about your order status by emailing us. You will receive an email from us at the time your order is placed and again once your order ships.
Will I be charged sales tax?
We are currently only required to collect sales tax from customers within New York state.
Can I use multiple coupon codes at checkout?
No. You can use one promo code per order.
Can I use a promo code on top of another promotion?
Yes, you can use one promo code on top of another markdown offered on the website, unless otherwise noted. For example, you may visit the sale section and also apply a promo code as long as your order falls within the parameters of the promo code. Only, one promo code will be accepted per order.
I just missed a sale! Will you honor the sale prices?
Unfortunately, no we cannot. We highly recommend signing up for our emails so that you are informed and reminded of our sales and promotions when they are happening. You’ll be the first to know!
We utilize the United States Postal Service [USPS] and/or UPS for all of our shipping needs. We will do our best to send our your products as soon as possible. We will send you an email once your order ships to let you know it’s on the way. After all, we want you to be able to plot and plan your time to enjoy your supplies and quilting creations! We offer free shipping on all of our products and ship only within the continental United States. Should you want international shipping, please contact us first, before placing your order to ensure we can accommodate shipping your products.
SHIPPING DELAYS: There may be a delay in shipping your products when there are weather-related issues in our area, pandemic rules & regulations, or other factors out of our control. If this occurs, we will contact you via email to update you.
LOST PACKAGES: Unfortunately, there are times that shipping providers may lose a package. This is a very rare occurrence but it is possible. If you believe your package has been lost in transit, please email us. We will file a lost package claim on your behalf. If you have not received your package after 14 business days (from our shipping date), please contact us and let us know.
Once we file a claim, it can take anywhere from a few days to several weeks to have a resolution from the shipper. Once we receive confirmation that the package was not delivered, we will issue you a refund or, if possible, resend you your order. If the lost package claim is rejected from the shipper, we will use our best judgment to come to a fair agreement for both parties. Material Rewards will not reimburse or credit lost packages until the outcome of a filed claim is received. Please understand that these occurrences are rare and are frustrating for us too. We want you to be able to receive all your items!
LOCAL ORDERS | CURBSIDE PICK-UP
Did you know we also offer curbside order pick up too? If you live in western NY and don’t want to wait for your order to arrive in the mail, simply select local pick up when you check out. We’ll send you an email when your order is ready for pick up and arrange for a time that is convenient for you as well as us!
The Material Rewards Gift Card is the perfect way to give the perfect gift to your fabric-loving friends and family! We offer two ways of receiving your gift certificate: a digital / printable version and an actual gift certificate, perfect to tuck in a card or a Christmas stocking!
Digital gift certificates are e-mailed to you [or your chosen recipient] upon order completion. If you would like to print the gift certificate yourself, please enter your e-mail address in the “recipient’s e-mail” box.
We strive to ensure our website content is accessible and user-friendly to everyone. If you are having difficulty viewing the content on this website or navigating our online store, please call or message our Web Design partners at 585-209-9146 / BethDotyDesigns@gmail.com and they will be happy to assist you. Please feel free to let them know if there’s anything we can do to improve the accessibility of our website.
We do our very best to have our photographs be the closest possible representation of the actual fabric you will receive. However, all digital screens have small variances in color and how images are displayed. If you are unsure about a color, please feel free to email or call us for more information.
SIGNING UP FOR OUR NEWSLETTER
You can find the form at the bottom of our website or by clicking here. Placing an order with Material Rewards will automatically sign you up for our newsletter. While we hope you won’t, you can easily unsubscribe from our email list at any time. To unsubscribe, simply click on the “Unsubscribe” link at the bottom of the email or send us an email and we will remove you from our list.
Our emails are typically sent out no more than once a week and contain information about newly arrived products, sales, and discounts, along with helpful tips and techniques we think might be useful. We’re always looking for new ideas for our Tuesday Tidbit videos so if you have any, send them our way!
ADDITIONAL DETAILS - THE FINE PRINT
Our Use of Your Email Address
We will only use your email to correspond with you regarding purchases, pending orders, and any needed follow up.
Signing up for our newsletter will result in your email being used to send you our newsletter and updates. We will never share or sell your information.