FAQs

We have moved our site to the Shopify platform which will allow us to expand features and give you a better customer experience.

If you had a customer account on the old site, you will need to create a new password. Use the same email that you used to login previously and click "forgot password". Follow the prompts to set a new password.

Unfortunately, this item level detail doesn't pull over from the old site. We know this is a pain when you're looking to see threads you've used in the past, but we hope the new features we'll be rolling out will make up for it. We do still have the information, so just drop us a line or give us a call and we'll look it up for you. Providing the approximate date or a date range will be helpful. *Thanks for your patience with this inconvenience!*

Any orders placed on the old website will ship as usual. You will receive tracking when the order ships.

Of course! We will still be able to look up your previous purchases and assist you with a return. Contact us at service@rittenhouseneedlepoint.com or call us at 215-563-4566.

Sadly wishlists are another thing that couldn't be brought over from the old site. You'll have to start a new wishlist.

If you had a gift certificate or store credit from the old site or the store, you will be receiving an email with a new digital version. Note that store credits will also be reissued in the form of a gift certificate. This will allow you to use it on your next web order or next in-store purchase. If you have any issues using your new gift certificate, contact us for assistance.

The answer is maybe. We are still putting the finishing touches on the new website, so some items are still being added. However, some of the items from the old site were discontinued and will not be added to the new site. Please reach out to us with the name or description of the item you were looking at, and we will let you know if it's still available for purchase.

We'd truly appreciate your feedback. Please email us at service@rittenhouseneedlepoint.com with anything you notice, so that we can troubleshoot it. If you have a screenshot, that's even better. *Thanks for your help!*

While most orders placed on rittenhouseneedlepoint.com, or phone orders placed with the store, will ship by the following working day, please allow 2 working days for your order to ship.
Note that special orders will have a different timeline which will be indicated in cart or in a follow up email from our team.

For expedited orders shipped Next Day Air:
Orders placed by 12pm EST Monday-Friday, will be shipped the same day.
Orders placed after 12pm EST Monday-Friday, or placed on Saturday or Sunday, will ship the following working day.

Working days for shipping are 10am-4pm EST Monday-Friday.

For domestic orders to the United States:

Shipping and handling rates are incremental based on weight and will be automatically calculated at checkout based on the service selected.

Below are the services available and estimated shipping times.
Please note that shipping times are approximate and that the number of business days quoted below refers only to delivery time and not to the time needed to prepare your order. While most orders are ready for shipping within 2 workings days, some orders take additional time.

USPS Ground: 5 - 7 business days, Monday - Saturday, excluding Sunday and holidays.
USPS Priority Mail: 2 - 4 business days, Monday - Saturday, excluding Sunday and holidays.
UPS Ground: 3 - 6 business days, Monday - Friday, excluding weekends and holidays.
UPS Next Day Air: 1 business day when ordered before 12pm EST, Monday - Friday, excluding weekends and holidays.

International Shipping Rates:

International shipping is currently available to most countries. Shipping and handling rates are incremental based on weight and will vary based on destination and service level requested. Rates will be automatically calculated at checkout.

Standard: 10-15 business days
Express: 1-5 business days
The actual delivery time varies depending on the route/destination. Note that these time ranges do not include any delivery delays due to customs clearance, or extreme weather.

We ship all of our international orders via FlavorCloud, our trusted third-party international shipping partner. FlavorCloud has a number of shipping partners around the world that handle your local delivery and ensure your package arrives safely and quickly.

The cost for shipping your order depends on your location, the size of your order, and the service level you choose for shipping (Express vs. Standard). Our commitment to you is that we are 100% transparent with all international shipping costs, both in terms of shipping rates as well the Landing Fees (i.e. duties and taxes/fees).

Rittenhouse Needlepoint offers both Express and Standard shipping on most international routes, and at checkout you can choose which one you prefer. For a few selected remote areas, only Express or Standard shipping may be available, but that is the exception. Together with our international shipping partner, we will find the lowest shipping rate for you so that you pay as little as possible in shipping fees for your order while ensuring your order will be delivered to you by a high-quality, reliable carrier.

Import duty is a tax collected on imports and some exports by a country's customs authorities. A good's value will usually dictate the import duty, and the duties also can vary by product category. Depending on the context, import duty may also be known as a customs duty, tariff, or import tariff. The duties are mandatory and must be paid, whether the fees are paid by the shipper or (as typically is the case) by the customer/recipient. There are other factors besides the good's value that define the amount of duties to be paid, including trade agreements between countries as well as specific customs authorities. For example, some countries have minimum thresholds in terms of good's value below which no duties apply (AKA "de minimis" value).

In addition to duties, many governments levy a tax on imports. Like duties, import taxes are usually a percentage of the good's value. Also, some countries charge multiple taxes on the same good imported. For example, Canadian provinces charge a variety of taxes - from a goods and service tax (GST), to a harmonized system tax (HST), to a retail sales tax (RST), and some provinces charge multiple of these tax-types for the same import.

Typically, you pay duties and taxes at checkout when you place your order. This way you not only see the total cost upfront before placing the order, but you also won’t have to pay again when the parcel is delivered to you. In a few instances, we may ask you to pay duties and taxes when the order is delivered to you at delivery because of a destination country requirement or it was not collected at the time of checkout.

Rittenhouse Needlepoint provides you a tracking number and link when your order is being fulfilled which typically happens within 2 working days after you place your order. For orders placed over the weekend or during holidays it may take a bit longer. You can track the status of your order through this tracking number and link where updates are posted as your parcel is in transit and ultimately delivered to you.

From time to time customs authorities review a shipment and may ask for additional information before the customs authorities clear the shipment for final delivery. If we need additional information from you to get your shipment cleared by customs, we will reach out to you. Reviews by customs authorities can take as little as a few hours, but occasionally can last much longer.

All new, unopened and undamaged product purchased at full price, or product received with manufacturing defects, is eligible for exchange or refund within 30 days of receipt date from rittenhouseneedlepoint.com or within 30 days of purchase date from the Rittenhouse Needlepoint shop. Proof of purchase required.

Refunds will be made in the original form of payment, except for cash payments made in store. Refunds for cash payments will be made via a mailed check or paypal. Original shipping costs are not refundable. Return shipping is available for a flat fee of $5 on most orders.

Items purchased from other stores or websites will not be accepted for return or exchange.

Sale items are final sale and therefore are not eligible for exchange or return.

If your order meets these criteria you, may submit a return request by logging in with the "My Account" link in the upper right.

• 1. Log in to your account:
• In the Email field, enter your email address, and then click Continue.
• In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.
• 2. Click the order that you want to submit the return for.
• 3. If your order has more than one item, then select the items that you want to return.
• 4. Select a return reason and add a note for the store.
• 5. Click Request return.

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

We accept Visa, Mastercard, American Express, and Discover credit or debit cards, PayPal, apple pay, Google pay, and Shop pay both in store and on-line. We accept cash in the Rittenhouse Needlepoint store only. We do not accept personal checks or money orders.

We do not offer layway, but we do offer buy/now pay later options through Shop pay. Additionally, if you pay via PayPal or American Express, you may have other buy now/pay later options available to you.

When an item you purchased at full price is marked down within 7 days of purchase date, we will gladly honor a one-time price adjustment. Proof of purchase required.
Items not purchased at full price are ineligible for price adjustments.

Prices are subject to change at any time. We reserve the right to cancel orders containing erroneous prices including those due to technical or administrative errors on our part.

We do not offer price matching.

Most items shown on Rittenhouseneedlepoint.com are in stock. If an item is not instock, it should be clearly marked as either a pre-order item, a special order item, or as an out of stock item. Of course, inventory discrepancies will happen on occasion, and when it does, we'll contact you to let you know.

We are happy to place a special order for you on most items just ask!

You may be subject to sales tax even if you are shipping an order outside of Pennsylvania based on tax nexus laws. Sales tax is calculated automatically at checkout based on your location and cannot be waived or otherwise changed.

Unless noted, needlepoint canvases, cross stitch patterns, and embroidery patterns do not come with thread. However, we are always happy to "kit" your canvases or patterns by pulling threads and/or other accessories such as stretcher bars for you.

Yes! We will help you find great threads and embellishments for any canvas.

Please note, for all thread pulls, we will do an initial pull after consulting with you, then one revision to the pull based on your feedback. A fee of $45 will apply to each additional rounds on a thread pull.

There is no charge for a standard thread pull. A standard thread pull includes a consultation, and then an initial pull of threads and embellishments such as beads and sequins if requested. We will then do one revision to the pull based on your feedback. If you need additional revisions, a fee of $45 will apply to each additional round.

A lot of time and care goes into our thread pulls. We are choosing from tens of thousands of threads - not to mention embellishments like beads and sequins - and considering your skill level and special requests, therefore we do not offer any discounts for kitting your canvas.

While we currently are not set up to order a specific dye lot through rittenhouseneedlepoint.com, you are welcome to contact us and we will check to see if we have the dye lot you need. Please include the name of the line, the color name and number, and the dye lot number when you contact us. For example: Pepper Pot Silk in 246 sunset, dye lot 56789A.

We are not accepting donations at this time, but hope to launch a new charitable program, as well as new ways for you to de-stash your stash in the near future. Stay tuned.

For items on pre-order, you can add them to your cart by clicking the "pre-order" button and check out as usual. When we receive your order, we will place a special order for your item. You will receive tracking information when it ships just as you would with an in-stock order. Please be sure to note the stated lead time listed on the product page and in the cart.

As pre-order items are being special ordered from the vendor for you, we are unable to rush these orders.

Unfortunately, no. Any items that have the "notify me" button are not eligible for special orders. We do regularly reorder items though, and will let you know when items are back in stock via email. Just click the "notify me" button and add your email. Adding your email to the notify me list, does not opt you into email marketing. It will only be used to notify you once when your item is back in stock. If you want to receive our emails and newsletter, sign up in the footer or upon check out.

Yes, we do! We have an in-house team that can turn your stitching into anything from a pillow to an ornament and much, much more. Click here to visit the Finishing page for more information.

Most projects can be turned around by our in-house team in 4-6 weeks. Exceptions include leather goods which are one of the few things that we have finished by an outside vendor. Click here to visit the Finishing page for more information. Or contact us to get a turn around time estimate for your specific project. Please note that the deadline to have finishing (non-leather goods) submitted for completion by Christmas is the end of the first week of October.

Projects must be dropped off in store or postmarked by the end of the first week of October in order to be finished in time for Christmas. For other holidays, please plan a lead time of 8 weeks to be safe.

At this time, we do not offer custom acrylic pieces, but are working on options for the future.

There are so many ways you can finish your piece from turning it into a zip pouch to adding it as a back piece on a jean jacket. Click here to visit the Finishing page for inspiration and more information. Or contact us! We love getting creative with you to turn your lovingly stitched piece into something you will enjoy.

You do not need an appointment to speak with our team in store or on the phone about finishing. However, you may have to wait if we are busy with other customers. If you have a tight schedule, we encourage you to make an appointment.

Virtual consultations via a video call do require an appointment.

Also, you are not required to have a consultation with us in order to submit a finishing project. If you know what you want, you can simple fill our one of our detailed finishing forms and include it with your project when you send it in or drop it off. Please be sure to fill the form out completely and make sure that your contact info is legible.

Click here to visit the Finishing page to find the finishing forms and more information.

We sure do! We offer fully painted needlepoint canvases, digital mock ups of needlepoint designs, counted cross stitch patterns, and outlines of your desired embroidery designs on provided fabric. Click here to visit the Custom Painting page for more information.

The time varies depending on the style and size of the piece. On average, most pieces we create take 4-6 weeks to move through design and painting processes. Please note that from time to time, due to high demand, we do have to place a hold on incoming projects and add you to a waitlist instead. Click here to visit the Custom Painting page for more information.

Cost varies and is based on the dimensions, mesh count, and complexity of your piece. As an example, adding a name to a stocking could cost as little as $45, which would include one round of design changes in addition to the final painted piece. Ornament sized pieces (think 2.5”-4” in diameter for a round) could range anywhere between $90-$135 and include a fully hand painted custom needlepoint canvas, as well as a preliminary digital design which represents a stitch accurate mock up of the painted needlepoint, along with one round of changes to that design. Click here to visit the Custom Painting page for more information.

Of course! We regularly add names to stockings, initials/monograms to purse canvases, and more. Click here to visit the Custom Painting page for more information.

Rittenhouse Needlepoint will not copy pieces that are someone else's intellectual property. If you personally own, or Rittenhouse Needlepoint owns the rights to the design (such as Barbara Russell or Changing Woman Designs), then we can paint it for you.

If you would like a reproduction of an existing artwork, let us know the artist and we can reach out to them to see what you would need to do in order to get permission from them to reproduce their work. If your desired piece is in the public domain, we can reproduce it!

At minimum you should have a general idea of the subject of your design, on which mesh count you would like us to paint your piece, the dimensions you would like your piece to be, and if you would like your piece stitch painted or not. If you are unsure about any of these details, we can certainly guide you through your options, but you will not be able to receive a quote until these details are confirmed. If you have any questions regarding mesh count or the stitch painting technique, click here to visit the Custom Painting page for more information.

There are several options for design subjects available on our Custom Painting Page to choose from. If you feel your desired design is not covered by any of those options, we can have a brief discussion before giving you a quote to determine the best way to categorize and price your project. Click here to visit the Custom Painting page for more information.

Our Painting Team will reach out to discuss the specific design details for your project. The more information regarding the subject of your design you have, the quicker this process will be. We can work with written summaries, singular or multiple photographic/art references (see our references policy above for more information on what we can and can’t reproduce), or even sketches made by you!

After the design details have been discussed, your project will move on to the design phase for the digital mock up.

If you would like to make changes to the second version of your digital design, you have the option to add more design iterations to your order. These are priced according to your order’s dimensions, mesh count, subject, and whether or not you wanted your design stitch painted. You also have the option to add more design iterations to your order when it is initially placed if you feel your subject is complex and will require multiple back and forth discussions.

Do keep in mind that adding more design iterations will increase the turnaround time of your design, and therefore the total turnaround time for your final painted piece.