Quiltopia Canada Policies

Quality Policy

We  use high quality materials, thread, batting, and machines.  

Failure of the customer to follow Quiltopia Canada's 'Instructions To Prepare for Long Arm Quilting' may result in reduced quality work.  We pride ourselves on our work  and want to ensure customers receive a high quality product that we can both be proud of,  This may mean turning away customer occasionally or requesting customers take the quilt back to make changes prior to quilting.  We commit to providing constructive feedback to help quilters improve their skills and being honest, up front and private in these circumstances.

We work with customers during quilt intake process to confirm their expectations. There may be times when the end result is not quite what the had in mind, but Quiltopia Canada cannot be held responsible for expectations that have not been communicated clearly.  

If you are not happy with the results, please tell us immediately and we will do everything we can to make it right.

There are very rare occasions when long arm machines malfunction and damage quilts.  We would advise you immediately and work with you to make it right.

Payment Policy

Payment must be made in full prior to Quiltopia Canada shipping ready made quilts, at time customers place orders for Wonderfil and Pellon products and when quilts that have been quilted are returned to the customer. 

Fixed quotes are provided to customer that include the details of the project, product or service to be supplied; the delivery date, and cost.  

All materials, labour, shipping, insurance and taxes are included in the price of the products and on quotes for custom products.

No down payment is required for long-arm quilting services.  Full payment is due upon pickup.

50% of the cost of custom products must be paid up front prior to work starting with the remainder being due upon completion when the product(s) are ready to be shipped.

Payment of the 50% deposit against custom products constitutes agreement of the description of the product to be created as noted on the latest version of the quotation provided to the customer.

Payments may be made by cash, e-transfer to jill@quiltopiacanada.ca; via certified cheque or money order made out to Quiltopia Canada.

Changes and Cancelation Policy

Once payment is received for ready-made products or patterns, orders can only be canceled prior to shipping of the product(s).  Once the product has been shipped, refer to refund policy.

Once the 50% down payment is received for custom products, NO REFUND will be given for the deposit in the event the customer wants to cancel the order.  Quiltopia Canada may request partial payment from the customer against the remaining 50% due to account for work that was completed at the time of cancelation.

Once work has started on custom quilts, any changes to the quote would be negotiated between Quiltopia Canada and the customer.  Additional payment or credit may be processed to account for price differences as agreed upon by both parties.

Orders for for long arm quilting can only be canceled if the quilting has not yet started and cancelation must be done by telephone or in person with Quiltopia Canada to ensure the message has been received (ie. no emails or voicemails).

Once long arm quilting has taken place, no changes or cancelation will be possible.

Refund Policy

No refunds, credit or exchanges will be offered on any products or services sold by Quiltopia Canada though we reserve the right, at our sole discretion, to offer full or partial refunds, credits or exchanges.  Customers MUST contact Quiltopia Canada within 5 calendar days of receiving the product or service to discuss any issues.  

Return shipping, if required, will always be at the customer's expense and must include insurance for the full value paid for the product, require a signature upon receipt and do not opt for the safe drop option.  The product must be returned in pristine condition within 20 days from receipt of the product.

Other Policies

All reasonable efforts are made to meet deadlines, however, if and when unavoidable circumstances arise that may result in a delay, Quiltopia Canada will contact the customer to advise them of changes to a delivery date.  Unavoidable circumstances may include but not be limited to supply chain delays in getting materials or parts; awaiting unplanned repairs on the long arm machine; delays in delivery of finished product(s) due to acts of God, COVID-19, postal/delivery service strikes or events; terrorist attacks; serious illness of the Quilt Maker, their staff or family etc. 

Shipping  includes insurance in case the product is lost or damaged.  Please contact Quiltopia Canada if the product does not arrive or is damaged so that we can contact and claim against the insurer and either process a refund, remake the quilt or make good.

Contact Information

We welcome your questions about Quiltopia Canada's policies. You can contact us here:

Jill Rafuse

jill@QuiltopiaCanada.ca

902-719-3030 

Effective Date of Policy – January 1st, 2025