Needlepoint.com
Needlepoint.com

FAQs

General Needlepoint Questions

What does 13 mesh count and 18 mesh count mean?

The mesh count is the number of holes in a linear inch. 18-mesh allows for more detail, while 13-mesh can be easier to see.

What needle size should I use?

For 18 mesh canvas, we recommend size 22 needles. However, some people prefer size 24 needles. For 13/14 mesh we use size 20 needles and for size 10/12 mesh we use size 18 needles. In general, your needle should slide through the canvas mesh easily without pushing aside the canvas threads.

What is a good beginner project?

A good beginner project is one that is not too large in size and whose design does not have too many colors. If you are not sure where to start the best bet would be to grab a kit that includes the painted canvas, threads and a needle. This will take away the guesswork. Click here to shop our level one kits and classes.

What is a stitch guide? Do all canvases come with stitch guides?

○ A stitch guide is created when a stitcher completes a canvas and carefully notes what stitch and threads were used. This way the canvas can be re-created by you the same beautiful way. If you purchase a canvas with a stitch guide, you can choose to follow it, or use your own stitches and threads.

○ Unless stated in the description, most of our canvases do not come with stitch guides. You can shop for canvases with stitch guides here.

What is the difference between stitch-printed & handpainted canvas?

Stitch printed designs will have each canvas intersection painted with one color, so you will clearly see what color thread to use.

Hand Painted designs will have the canvas painted more like a painting, with curves and gradients. There will often be intersections with two colors, so you will need to choose which color will look better to follow the design.

Kitting & Threads

What is kitting?

Kitting is when threads are chosen for a canvas. When you pick out a canvas, you must also indicate what types of threads, if any, you would like it to come with. We pull threads for each canvas based on your selection.

Do all canvases come with threads? How do I order threads for my canvas?

○ If the listing does not specify threads then they are not included.

○ Below the “Add to Cart” button is a drop-down menu that says “Choose Your Threads.”    You’ll have 4 options - Pick our Favorites, cotton threads, wool/wool blend threads, and silk/silk blend threads. Select your thread choice prior to hitting the “Add to Cart” button, and threads will be added to your order along with the canvas.

What do the thread options mean?

If you choose Cotton, we will kit your piece with DMC Floss, DMC 5, DMC 3, Threadworx Overdyed Cotton or a combination of these.

If you choose Wool / Wool Blends, we will kit your piece with Vineyard Merino, Planet Earth Wool, Bella Lusso, Silk & Ivory, Elizabeth Bradley Wool, Alpaca 18, Angora, Glisten, Petite Alpaca, Wisper, Fluffy Fleece, or any combination of these.

If you choose Silk / Silk Blends, we will kit your piece with Silk & Ivory, Vineyard Silk Classic, Pepper Pot, Splendor, Silk Lame Braid 18, Silk Lame Braid 13, Glisten, Petite Silk Lame, Planet Earth 6-ply Silk, Splendor Designer, Straw Silk, Vineyard Tone on Tone, or any combination of these. *Note: If you are allergic to wool, please let us know in the comments so that we do not use silk / wool blends.

If you choose Pick Our Favorites we will use any of the mentioned threads, as well as Arctic Rays, Beads, Capri 18, Entice, Flair, Frosty Rays, Fuzzy Stuff, Fyre Werks, Kreinik, Neon Rays, Neon Rays +, Patent Leather, Petite Frosty Rays, Petite Sparkle Rays, Petite Very Velvet, Ribbon Floss, Ribbon Floss Shimmer, River Silk Ribbon, Snow, Sparkle Rays, Threadworx Metallic, Threadworx Cotton, Very Velvet, Water n' Ice, or any combination of any threads we carry. *Note: Some canvases are truly better following the saying "less is more" and we will kit as such. When we kit a canvas using Pick Our Favorites, we truly choose what we think will look best. If you are looking for a specific variety of threads and will be disappointed otherwise, please feel free to add a comment and we will try to accommodate.

I have specific requests for kitting my canvas, how do I let you know?

Please add a note to your order before checkout letting us know whatever instructions you may have.

Can you kit a canvas from a photo?

Unfortunately, we cannot kit a canvas from just a photo; we need to have the canvas in hand to be accurate. Most web photos are too small to make out all the details and colors. Also, shades vary greatly from screen to screen, resulting in kitting that is not true to the canvas colors. You will need to send your canvas in for kitting.

I have a canvas purchased from a different shop - can you kit this for me?

Yes! You will need to send the canvas in as we cannot kit from a photo.

How many strands should I use?

This depends on the brand of yarn you are using and mesh count of the canvas you are working with. Check out our Thread Tips for more guidance.

What if I need additional thread to complete my project?

Please contact our customer support team and they will be happy to help with getting you more thread. Needlepoint.Com does not keep a record of the threads pulled to kit your canvas. Please make it a habit to keep your thread tags as a reference should you need additional thread.

Orders

How can I track the status of my order?

Once your order is fulfilled, you will be sent an email with your order status that includes a tracking number. You will also receive an email once your order is delivered.

Can I add or remove items on my order after it’s placed?

Yes! We can add or remove items on your order prior to fulfillment. Please let us know by phone or email the changes you would like as soon as possible.

Will my canvas be taped?

Yes! All canvases are sold with edges taped.

Do I get a needle with my canvas?

Yes! All canvases are sold with a needle included.

Why was I charged sales tax?

Due to new e-commerce tax laws, we are required to collect sales tax in certain states. If your state requires us to collect sales tax, then you will be charged sales tax at checkout.

Why does my Paypal receipt show “Elizabeth Bradley Inc” instead of Needlepoint.Com?

All Paypal orders are processed through our parent company, Elizabeth Bradley Design.

Can I have a canvas personalized, such as a name on a stocking cuff?

Personalization is done in-house by our staff, for an added cost of $6 per letter. Please note on your order before checkout that you would like to have this done.

Can I order a canvas that isn’t listed on your website from an artist you carry?

Contact us via email or phone to let us know the canvas you would like and we are happy to inquire about ordering the canvas for you.

Can you paint a custom canvas from a photo or drawing?

No. Needlepoint.Com does not currently carry designers that create custom canvases.

When I purchased an item it showed “In Stock”, but I cannot find it on the website anymore, does that mean it’s actually not in stock?

If only one canvas of a design was in stock, then the product will no longer be available for purchase on the website once your order is placed.

Can I purchase blank canvas to stitch my own designs?

Yes! We sell blank canvas at $2.95 per linear inch. Please contact us via phone or email to order this.

Shipping & Returns

How do I get free shipping?

Orders of $75 or more (before any taxes) are eligible for free US shipping.

What are my shipping options?

We ship using USPS or UPS.  You can make your shipping selection at check out. Shipping times shown are from the date on which the order ships, not the date on which the order was placed. You can find more information on our Shipping and Returns page.

Who pays customs or duties?

Any duties and taxes charged by the destination country is the responsibility of the customer.

Can I change the shipping address on my order?

Yes! You can change the shipping address prior to fulfillment. Please let us know the correct address as soon as possible via phone or email and we will update your order.

If I have more than one order, can they be shipped together?

You can request a combined order shipment, but due to the amount of orders processed daily, we may not be able to accommodate all requests.

Tracking shows my package was delivered but it’s not here, what should I do?

There are occasional discrepancies between the tracking scans and your package’s actual arrival. Often a package will show up a few days after tracking says it arrived. If your package does not show up after 7 days of your delivery notice, please contact us and we will start a search on your package.

What is your return policy?

We do not accept returns on canvases, books or charts. We accept unopened skeins, threads, spools or thread cards, with a receipt. Unwanted threads can be exchanged or returned. All items are subject to a 30-day return policy.

Can I cancel my order before it ships?

Yes! You can cancel an order prior to fulfillment. Please contact us immediately via phone or email and we will issue a refund.

What do I do about damaged/defective items?

In the case of items damaged during shipment, please immediately contact us via phone or email. We will work with you to replace your item as fast as we can. If we are able to locate a replacement, we will send it to you at no charge to you, and will ask you to return the damaged/defective item to us using our free return service.

Online Classes

How do I access my online classes?

To view any purchased online classes, login to your account on the Needlepoint.Com website. On your account page, click on “Your Online Classes” to view any purchased class videos.

How many times can I access my online classes?

Once an online class is purchased, you can view the videos as many times as you like. Each class has unlimited access.

I bought an online class as a gift for someone, can they get access?

Yes! Please contact us via email or phone and we will add the class to their account.

Instore Shopping

Are you open for in store shopping?

Yes! We have two store locations that are open for in store shopping. Click here to view our store locations and current hours.

Can I order online and pick it up in your store?

Yes! Please leave a note on your order before checkout to let us know that you would like to pick it up.

Finishing

What is finishing?

After you have stitched your needlepoint canvas you can send the stitched piece back to us for finishing. Finishing is a service provided for an additional cost where your needlepoint piece is made into the final product. We provide many finishing options such as ornament finishing, pillow finishing, and stocking finishing.

Is finishing included in the price listed on a canvas?

No. Finishing is not included in the purchase of a canvas. You will find more information on finishing costs here.

When should I send in my finishing?

Finishing can be sent in any time of the year. If you need your finished piece by a certain date, such as Christmas, then please refer to our finishing deadline chart here.

How long does finishing take?

○ This depends on the project.

◾ Ornaments: 4-6 months

◾ Hanging Signs: 4-6 months

◾ Simple Pillows: 2-3 months

◾ Specialty Pillows: 6-8 months

◾ Belts: 1-2 months

◾ Stand-Ups: 4-6 months

◾ Acrylic Trays:5-7 months

◾ Clutches: 4-6 months

◾ Stockings: July 26 deadline, should have by Christmas

◾ Eyeglasses Case: 3-4 months

◾ Key Fobs: 4-6 months

What do I need to send in with my stitched canvas?

Please provide a note with your contact information and let us know how you would like your piece to be finished. For PILLOWS we ask you to provide fabric and trim (if applicable). There are more instructions for sending in finishing here.

What is blocking?

Blocking is the process of making your distorted piece perfectly straight again. As a canvas gets stitched, the canvas can shift and warp, causing the design to look askew. Using stretcher bars help prevent distortion as you’re stitching. If your canvas needs to be blocked before finishing, this service can be provided for an additional fee.

Did my project arrive at your store?

If you provided your email you will receive confirmation as soon as your package arrives. We always recommend getting tracking on your projects, along with insurance on the package. You can always email finishing@needlepoint.com to check to see if it has arrived.

Why do you use the signature required option when shipping my finished piece? Can I opt out?

A signature is always recommended. Once your piece leaves our shop, it is out of our hands and in the hands of the carrier. The signature provides you with an extra layer of security that your piece is delivered to you. That being said, if you want to opt out of the signature, you may do so. It is not recommended and if something happens to your piece, it is out of our control.

I submitted multiple pieces for finishing. Will they all be completed at the same time?

Not necessarily. All of our finishers work in their own order, mostly in order of holidays. We are always happy to hold pieces as they come in, to help you save on shipping.