Frequently asked questions
Ordering & Customer Support
How can I contact Judy Ross Textiles about my order?
You can email us at studio@judyrosstextiles.com or call us during business hours for assistance with orders, shipping, exchanges, or product questions.
Can I place an order by phone?
Yes. To place an order by phone, please contact our team directly for assistance.
What payment methods do you accept?
We currently accept Visa, Mastercard, and American Express. Please note a 3% credit card transaction fee will be added if paying by card.
When will my payment be processed?
Payment is processed once item availability is confirmed. Some made-to-order or custom pieces may require additional preparation or production time before shipment.
Shipping & Delivery
Which shipping carrier do you use?
We currently ship orders through UPS.
How is shipping cost calculated?
Shipping costs are calculated based on the weight of your order.
When will I receive my tracking number?
Once your order ships, you will receive an email containing your UPS tracking number.
How long does shipping take?
In-stock items generally ship within 2 business days, though some orders may require up to 3 business days for processing. UPS Ground delivery within the continental U.S. typically takes 3–6 business days depending on your location.
Do you offer expedited shipping?
Yes. We offer:
- UPS Next Day Air
- UPS Second Day Air
Can I request special delivery instructions?
Yes. Please contact us at studio@judyrosstextiles.com with any special delivery requests before your order ships.
Do shipments require a signature?
Yes, we prefer to ship orders with signature confirmation for security purposes. UPS will make up to three delivery attempts before holding the package at their local warehouse for pickup.
Can I waive the signature requirement?
Yes. Customers may choose “ship with no signature required” during checkout.
What happens if I do not pick up my package after delivery attempts?
Judy Ross Textiles is not responsible for additional shipping fees if a package is not collected after UPS delivery attempts.
Are you responsible for shipping delays or lost packages?
Once a shipment has been scanned and accepted by UPS, Judy Ross Textiles is not responsible for shipping delays, lost packages, or damages occurring in transit.
International Shipping
Do you ship internationally?
Yes. For all international shipping inquiries, please contact us directly at studio@judyrosstextiles.com.
Are duties and taxes included for international orders?
No. Customers are responsible for all applicable duties, import fees, and taxes for shipments outside the continental United States.
Do you ship to Alaska, Hawaii, Puerto Rico, Guam, APO addresses, and U.S. territories?
Yes, but additional shipping charges, duties, or taxes may apply.
Custom & Made-to-Order
How long do made-to-order items take?
Made-to-order pieces typically require approximately 12–16 weeks for production before shipping.
Can custom or special orders be cancelled?
No. All custom and special orders are non-refundable and cannot be cancelled once placed.
Returns & Exchanges
What is your return policy?
All sale items and permanently reduced merchandise are final sale and cannot be returned.
Can I return non-sale items?
Eligible non-sale items may be exchanged or returned for store credit within 7 days of receipt, provided they are unused and in resaleable condition.
Do you offer refunds?
We do not offer refunds. Approved returns are issued as store credit only.
How do I request a return or exchange?
Please email studio@judyrosstextiles.com within 7 days of receiving your order and include:
- Your invoice number
- Shipment tracking number
- Reason for the exchange or return request
Who pays return shipping costs?
Customers are responsible for all return shipping charges.
Can shipping charges be refunded?
No. Original shipping charges are non-refundable.
How do I receive my store credit?
Once your return is processed, your store credit will be emailed to you.
Can store credit be used online?
Store credit may only be redeemed through phone orders and cannot currently be used directly on the website.
Does store credit expire?
Yes. Store credit must be redeemed within 12 months from the date issued.
How should I ship my return?
For security purposes, we recommend using an insured shipping service such as UPS, FedEx, or USPS and retaining your tracking receipt.
Are you responsible for lost return packages?
No. Judy Ross Textiles is not responsible for returned items lost or damaged during transit.
Product & Production
Why might products vary slightly in color or texture?
Many Judy Ross Textiles products are handmade. Minor differences in color, texture, or finish are natural characteristics that make each piece unique.
Are handmade imperfections considered defects?
No. Slight variations and natural inconsistencies are part of the handmade process and are not considered defects.
Why may colors vary between pieces?
Due to artisanal production methods and handmade materials, colors and finishes may vary slightly from piece to piece.
Trade Program
Do you offer trade discounts?
Yes. Trade discounts are available for approved design professionals and trade clients.
How can I apply for a trade account?
Please fill out the application on our Trade Page.