Customer Service

Sustainable Threads is committed to ensure that our patrons have a pleasant shopping experience with us. The following section attempts to answer some queries regarding our website, the products and your purchases.
 
How do these products help the artisans?
Sustainable Threads promotes fair trade practices to improve the quality of life and opportunities provided to low income artisan communities.
Currently we partner with Sadhna, in Rajasthan and Aagor Daagra Afad, in Assam, India. These are programs for income augmentation for rural women. These initiatives are Fair Trade and are a part of a larger effort to improve the livelihood, health and educational status of village people and communities. This arrangement ensures that there is a commitment to improve the overall well being of the artisan communities: on one hand the program strives to improve the economic resource base of the artisans and on the other hand, it works so that these benefits make significant social effects.
More significantly, they provide a platform for women to come together, build their confidence, and help them participate in seeking solutions to issues that affect them. We at Sustainable Threads, seek to support this program (and thereby strengthen the women’ collective) by providing marketing avenues for their products.
 
How should I care for and wash my product?
Products made of cotton can be machine washed in cold and gentle cycle with like colors. We recommend that you wash reds and blues separately for the first few times. Tumble dry low heat and remove items promptly from dryer, preferably when still damp. However the silk products should be dry cleaned. If you dry clean, do not store item in plastic bag because silk needs to breathe.
 
Why does the product I received in the mail look different than the one I saw online?
All products at Sustainable Threads are handcrafted using the finest natural fibers. The subtle variations in color, texture and finish are the signature of the human hand.
 
How can I place my order?
To make shopping convenient, Sustainable Threads accepts requests for purchase on the phone, by fax and online at our website.

What payment methods do you accept?
You can pay us by using credit card, debit cards, PayPal, money order and checks. We accept Visa and MasterCard, American Express and Discover.
It is important to note that in case of checks, money order or cashiers, we will ship your order once we cash the check.
 
How will I know if you have received my order?
You will receive a confirmation email from Sustainable Threads that your order has been processed. If you use a credit card for your purchase you will receive a confirmation during the payment process.
 
When will my credit card be charged?
We confirm your account once you place your order. Your credit card will be charged once we have processed your order and are ready to ship your purchase. If we do not have the product in stock then we will not bill you nor charge your credit card.
 
How long will it take to receive my order?
Your purchase will be shipped within two to three business days of receiving your order. (Unless in the case of checks – where the order will be processed after the check is cashed).Typically, after the payment is processed, it will take 7-8 business days for the product to reach you by USPS ground shipping. For expedited shipping- time and cost, please email customer service at contact@sustainablethreads.com
 
Can I ship different items in my order to different shipping addresses?
We can process one shipping address per order. So, if you would like to order several items and ship to different people, please treat these as separate orders.
 
Can my order ship to a Post Office Box?
Yes. We can ship to a Post Office Box, for domestic destinations in USA. For all international deliveries we need a physical address.
 
Some additional tips about mailing:
Please ensure that you have supplied a current and correct shipping address. Sustainable Threads does not take responsibility if the delivery address provided by you is incorrect or outdated. If such a package is returned to us we will consider the order status as closed, and no refund will be issued.
Please make note- UPS, Fed Ex and DHL are unable to deliver packages to a Post Office Box.
If you are sending a gift to someone and they refuse to accept the package because they think it is being sent to them in error, then the package will be returned to us as undeliverable. By informing your gift recipient that they should expect a package you will help ensure that they receive your gift.
 
What is your policy on Returns?
If you are not completely satisfied with your purchase or gift, for any reason, you can return it within 15 days, provided the product has not been used and all the product labels are intact. The package is to be returned to
Sustainable Threads
84 Riverbend Drive,
North Brunswick, New Jersey, 08902
 
On receiving the package we will refund the cost of the original transaction- the cost of the product and the applicable taxes. Shipping costs are non-refundable.
 
How do I exchange an item?
If you are not completely satisfied with your purchase or gift, for some reason, you can exchange it, within 15 days. You can exchange for a product which is of equivalent or of a higher value. Shipping costs are non- refundable.
 
If you have any questions on the Return and Exchange policy, please email customer service at contact@sustainablethreads.com