Frequently asked questions
Are you curious about something? Do you have questions about our products or services?
Please feel free to contact us by email 24/7 and we will assit you. All emails will be responded to within 48 business hours. If you do not hear from us, it's likely that we did not receive your email. If you need to call us, please observe our telephone hours, thank you.
All orders ship out within 1-14 days. Most orders will ship within 5 days or sooner. If we have low stock, or your order is custom-made-to-order it will take longer. Please refer to timelines on the ordering pages. If you have not received an email confirming your tracking details with expected delivery timelines, please contact us by email or phone.
- Please check your email for tracking details. If you didn't receive one, and you have checked your spam folder, please contact us by email and we will gladly resend that information.
- If your order hasn't arrived and you have received tracking details, please let us know. We will gladly assist in tracking your packages. For faster service you may wish to contact the carrier customer support listed below.
- If your order was shipped USPS, please contact customer support: 1-800-275-8777
- If your order was shipped UPS please contact customer support: 1-800-742-5877
- If your order was shipped FedEx, please contact customer support: 1-800 463-3339
- Lost packages and claims will be handled by our store, so please rest assured we are here for you!
We ship worldwide and we are happy to offer FREE shipping on domestic qualifying orders (see current offers at the top of the website). All other domestic orders under 5lbs are shipped at our flat rate fee. All large and oversize packages will be charged based on your location and shipping weight. Rates for international orders are based upon your location and weight. All estimated rates are shown in the shopping cart.
- Free shipping offers change, please refer to the "Offer" at the top of the website for current minimum orders.
- Flat Rate fees may change, but currently we offer a Flat Rate shipping charge of $8.98. Smaller orders that can ship first class mail may ship that way, however, it will depend on the value of the order. First Class mail is not insured. All other shipments are insured for up to $50.00. Custom orders are insured for the full value.
- To receive free shipping make your selection in the shopping cart.
- Most shipments are shipped USPS priority mail and arrive within 2-5 days.
- All shipping rates are listed in the shopping cart.
- We gladly ship worldwide. Rates are estimated in the shopping cart, however some locations are significantly higher than estimated. If you want an exact quote, please email us prior to placing your order. All international orders are shipped Priority Mail Express, no exceptions..
We have promotions going on all the time, so please click on the "Special Offer" alerts at the top of the website, or refer to the ordering pages under "Discounts". We also mail out Loyalty Discount coupon codes with your order, that you can use each time you shop with us.
To use the discount codes, simply enter the codes in the shopping cart and click "apply" and your discount will be added. If for any reason it doesn't work, it may be an old code. If you believe it is a current code and it's not working, please give us a call, or drop us an email and we will look into it. Alternatively, you can place your order and make a note in the comments box that you want that discount applied. If it's a valid discount we will gladly make adjustments to your order.
Combining promotions: You can combine loyalty discounts, free shipping and one other promotion per order. Multiple promotions other than these may not be used in the same order.
We do our best to send all yarn orders in the same dye lot, however we cannot guarantee it. If you absolutely need to make sure the dye lot is the same, please email or call us and we will let you know if we can make that happen for you.
Conversely, if you are looking for a particular dye lot for an existing yarn you have, please let us know and we will see if we have it, or can get that in for you. (If we have to special order in a dye lot there is a minimum order and a surcharge. The minimum order may be waived if yarn is being closed out.)
terms of service .
Absolutely! We specialize in custom made to order gifts. If you don't see something you like, feel free to request a special design and we will let you know if it's doable. All sales are final on custom made to order gifts.
First, this primarily applies to raw floral materials, or wreaths and not yarn or other products. Very often case lots are exactly what is stated on the order page, however some exceptions apply. In most cases, case lots are 5 or more bunches of florals or foliage, even if the lowest price lists the case lot as 20 or more. If the volume is an over sized package it is considered a case lot, and is not eligible for free shipping.
We will endeaver to keep the shipping costs low for case lots. At this time, the average price for case lot shipments is between $10.00-$12.00/per case. Please contact us if you have questions.
We do offer volume discounts on case lots of flowers and foliage as well as yarn and needles. These discounts are listed on the purchase pages, simply change the quantity in the shopping cart to receive the lowest discount shown.
If you are interested in carrying our custom designs in your store, please email us the following information. We ask that you make first contact via email, so we can be sure to effectively respond to your inquiry.
- What products you are interested in carrying and how much would you like to stock on a regular basis.
- Tell us about your company, how long you have been in business, and why you are interested in carrying our products.
- Provide us with a copy of your state tax certification.
- Provide us with the name, number and best time to reach you for further conversation to best meet our mutual needs.
Yes it is secure. Our shopping cart is hosted on a secure server, so once your order is in the shopping cart you are redirected to a secure server. When entering your personal information and payment details you are doing so on a Secure Server (SSL). If you have not found our website on the secure server, please click on this link to get to our Secure Website
© 2021 Pioneer Heritage Shoppe - All Rights Reserved.