FAQ
Don't see your question? Feel free to reach out to us at Momsstitchetti@gmail.com!
Returns, Exchanges, & Shipping
Do you accept returns/exchanges?
We typically do not accept returns/exchanges, but If you have any issues with your order please reach out to us via email at momsstitchetti@gmail.com! We want you to be happy with your purchase and are always willing to try to find a solution!
Additionally, check out the below FAQ points to see if your issue falls into one of those categories.
Where do you ship?
We currently ship to the US, Canada, New Zealand, and Australia. We hope to expand to other areas soon!
Customers outside of the US are responsible for any import/tariff fees at this time.
When will my item ship?
Hand Painted Eyes:
- Hand painted safety eyes are made to order and ship within 2-3 weeks of purchase!
- If you need your eyes sooner, we can expedite your order for a fee. Please reach out to us at momsstitchetti@gmail.com!
All other physical items:
- All other physical items ship within 1-4 business days of purchase!
I accidentally entered the wrong shipping address, what should I do?
Accidents happen! if you place an order and realize the address is incorrect, please email us as soon as possible so we can fix it 🖤
Once an order is shipped, there is not a way for us to change the address on the order. If the order is sent back to us, we will reach out to you to discuss next steps.
I think my order was lost in transit. What now?
Does your order show it was delivered? If so:
- Double check the shipping address to ensure it was correct
- Check with your neighbors to see if any of them might have received it
- Sometimes USPS marks items delivered prematurely- give it a day or 2
- If you still do not have your package, please reach out to your local post office and ask for the gps coordinates of the delivery to ensure it was delivered to the correct address. If it was delivered to the correct address, unfortunately there’s not much we can do.
- If it was delivered to the incorrect address, please reach out to us so we can file an insurance claim through USPS Momsstitchetti@gmail.com
Does your order show in transit, but hasn't moved in a few days?
- Please reach out to us at momsstitchetti@gmail.com and we will work with USPS to figure out what is going on!
If the package is still moving, there’s not much we can do. Sometimes USPS is a bit slow or takes a little detour before getting to you!
I have a few open orders- can you ship them together?
If you place more than 1 order on the same day, we will combine those orders and refund shipping overages!
Unfortunately, we are not able to hold onto multiple days orders to combine shipping. We hope you understand!
There are always exceptions to this rule, and everything is done at our discretion. If you have any questions please don't hesitate to reach out to us by email at momsstitchetti@gmail.com
I have a different order issue...
Please email us at momsstitchetti@gmail.com with the below information so we can help you!
-Your order number
-Description of the issue
-Photos if applicable
Hand Painted Safety Eyes
I want to purchase hand painted safety eyes, but they are sold out.
I do safety eye ‘drops’ (preorders) on a Saturdays at 3 pm Central Standard Time. Keep an eye on my Instagram for any updates!
THE LIMITED EDITION COLORS SELL QUICKLY!
Some tips for shopping them before they sell out:
- Be on the website a minute or so before the restock
- Make an account on the website so your shipping details are already entered
- Pay using Apple Pay or ShopPay so your payment details are ready to go
What are 'sinker' eyes?
Sinker eyes do not sit above the finished plushie like normal safety eyes- they 'sink' into the finished plushie to provide a more flush look. This is beneficial because they are very difficult to remove!
Sinker eyes work the same way as other safety eyes- they have a plastic backing that goes on the inside of your finished piece.
I suggest ensuring the backing clicks in at least 2 times so that they are secure.
You can use a safety eye tool, a socket wrench, or even pliers to apply pressure to the back of the eye while the front of the eye is on a hard surface. I posted a video on Instagram to demonstrate how I attach them using a safety eye tool- it can be viewed here.
I had safety eyes in my cart, but they sold out before I could check out?
Unfortunately your cart is not secured until you finish checking out. There isn’t a way for me to hold your cart at this time ❤️
What is the fastest way to checkout to make sure I don’t lose the items in my cart?
The quickest way to checkout is through ShopPay or Apple Pay. You can find more information on ShopPay here.
Why can’t I order safety eyes outside of the preorder window?
At this time we are only offering hand painted eyes on Saturdays or during the week to our Patreon members. Our safety eyes are hand painted by us here at Moms Stitchetti and we can only take on so many orders unfortunately.
Will you bring back limited edition colors?
Limited edition colors change each week! We might rotate old favorites back into the mix, so keep your eyes peeled!
Why is the turn around time 2-3 weeks?
Our safety eyes are hand painted by us and are a labor of love!
We make our own pigments, paints, and packaging supplies. Additionally, each pair needs time to set, be looked over, and individually packaged!
By having a 2-3 week turn around time, we are ensuring we don’t get overwhelmed and are able to continue providing safety eyes for you all ❤️
Safety Eye Mystery Boxes
What are safety eye mystery boxes?
Our Safety Eye Mystery Boxes consist of 5 pairs of safety eyes in your choice of size and pupil style. The surprise is the color- you’ll receive a random assortment of colors in each box!
**These eyes are not hand painted. They will come with a colored disk that goes on the back of the eyes to give them their color!**
Will I receive duplicates on my box?
There will not be duplicates in your box, but if you order more than one box you may receive duplicates.
What is the ‘Surprise Me’ option?
If you choose the ‘surprise me’ option, you will receive a mix of the different pupil styles that are available in the size selected. Not all pupil styles are available in all sizes.
Are these eyes hand painted?
No, they are not hand painted. You will receive colored disks that go on the back of the eyes to give them their color!