Bovises Customer Service Policy

At Bovises, we are dedicated to providing exceptional customer service that matches the quality of our sewing materials and handicraft supplies. Our policy is built on transparency, responsiveness, and a genuine commitment to resolving your concerns—ensuring your shopping experience is smooth, enjoyable, and worry-free. This policy outlines the standards you can expect from us, as well as the steps to access support for any needs you may have.

1. Our Service Commitment

We stand by three core principles to guide our interactions with every customer:

  • Responsiveness: We aim to acknowledge all inquiries within 24 hours (excluding weekends and major holidays) and provide a full resolution or update as quickly as possible.
  • Fairness: We treat every customer with respect and address issues objectively, whether related to orders, products, or service.
  • Clarity: We communicate clearly about our processes, policies, and solutions to ensure you fully understand your options.

2. Order Support

2.1 Order Placement & Modifications

If you need assistance placing an order, or if you wish to modify details (e.g., shipping address, item quantity) after checkout, please contact us immediately at [email protected]. We can only process modifications within 2 hours of order placement—after that, the order may have already entered our fulfillment queue and cannot be altered.

For bulk orders (10+ units of a single item or total order value over $200), our team can provide personalized support, including custom pricing and shipping arrangements. Reach out to us for a tailored quote.

2.2 Order Tracking

Once your order ships, we will send a confirmation email with a unique tracking number (via our shipping partners, including USPS, DHL, and FedEx). You can use this number to track your package on our website’s “Order Tracking” page or directly through the shipping carrier’s portal.

If you do not receive a tracking email within 48 hours of placing your order (or if the tracking information shows no updates for 3+ business days), please contact us—we will investigate and resolve delays promptly.

2.3 Shipping Issues

We ship orders worldwide within 24–48 hours of payment confirmation. However, occasional delays may occur due to customs, weather, or carrier issues.

  • Domestic Orders (U.S.): Standard shipping takes 3–7 business days; expedited shipping (2–3 business days) is available at checkout.
  • International Orders: Delivery times vary by region (7–21 business days) and may be subject to customs fees (which are the responsibility of the recipient).

If your package is marked as “delivered” but not received, please check with your local carrier or neighbors first. If it remains missing, contact us within 5 business days of the delivery date, and we will initiate a claim with the carrier and arrange a replacement or refund if the package is confirmed lost.

3. Returns & Refunds

We want you to be completely satisfied with your Bovises purchase. If a product does not meet your expectations, we offer flexible return and refund options, subject to the following terms:

3.1 Eligibility

  • Items must be returned within 30 days of delivery.
  • Items must be unused, in their original packaging, and in resalable condition (e.g., uncut fabric, unopened thread spools, undamaged craft kits).
  • Custom or personalized items are non-returnable unless they arrive damaged or with a manufacturing defect.

3.2 How to Initiate a Return

  1. Send an email to [email protected] with your order number, the item(s) you wish to return, and the reason for the return.
  2. Our team will respond with a Return Authorization (RA) number and detailed instructions for shipping the item(s) back to us.
  3. Pack the item(s) securely, include the RA number on the package, and ship it to the address provided (return shipping costs are the responsibility of the customer, unless the return is due to our error).

3.3 Refunds & Replacements

  • Once we receive and inspect your returned item(s), we will process your refund within 3–5 business days to your original payment method. Please note that it may take an additional 3–7 days for the funds to appear in your account, depending on your bank or card issuer.
  • If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery with photos of the issue. We will cover return shipping costs and send a replacement free of charge, or issue a full refund—whichever you prefer.

4. Product Inquiries & Support

Our team of experienced crafters is here to help you make informed decisions about our products. Whether you need details about fabric weight, thread compatibility, or project recommendations, feel free to contact us at [email protected] or through the live chat feature on our website (available Monday–Friday, 9 AM–5 PM EST).

For technical questions about sewing machines or craft tools, we can connect you with our manufacturer partners for specialized support.

5. Privacy & Data Protection

We take your privacy seriously. Any personal information you share with us (e.g., name, address, payment details) is protected under our Privacy Policy and will never be shared with third parties without your explicit consent. For more details, please review our full Privacy Policy on our website.

6. Feedback & Suggestions

Your opinion matters! We continuously strive to improve our products and service, and we welcome your feedback. If you have suggestions, compliments, or concerns about your experience, please email us at [email protected]. We review every message and use your input to make Bovises better for all creators.

Contact Us

For all inquiries, please reach out via:

  • Email: [email protected] (24-hour response guarantee)
  • Live Chat: Available on our website (Monday–Friday, 9 AM–5 PM EST)
  • Mailing Address: Bovises Customer Service, 123 Craft Lane, Sewingville, CA 90210, U.S.A.

Thank you for choosing Bovises. We are honored to be part of your creative journey and are here to support you every step of the way.