Shipping & Delivery: Carriers, Tracking, Pickup and Missing Packages

October 03, 2026

Here's everything you need to know about getting your order from us to you, from carriers and tracking to local pickup, delivery problems, and returns.

Which carrier do you ship with?

We typically ship with UPS from Philadelphia. If you need USPS instead (for example, for a PO box), just email support@tufttheworld.com with what you'd like and your shipping address. USPS isn't an option at checkout, so we'll process your order manually and send you an invoice.

Local pickup in Philadelphia

If you're in the Philadelphia area, choose pickup at checkout. You'll get an email when your order is ready, and you can collect it from our shipping warehouse in Southwest Philly. Exact pickup instructions come with that email.

Tracking your package

• Shipping emails: We email you when your order ships and when it's out for delivery. If you don't see these emails, check your spam folder.
• UPS notifications: Once you have your tracking number, you can sign up for UPS notifications by entering your email on the UPS site. UPS will then email you updates and alert you to any delivery issues.
• Shop app: Our store runs on Shopify, so you can also track your order in the Shop app.

Machines shipped from our supplier

Some machines ship directly from our supplier. Tracking may show only "label created" for a few days. Once it shows movement, delivery usually takes 2–3 business days.

Missed or failed delivery

Contact us as soon as possible. Delivery problems are much easier to fix when they're caught early.

• A UPS notice left on your door may not show your name, so check any notice carefully.
• If delivery to your address is difficult, we can send your package to a nearby UPS Store for pickup. Bring a photo ID when you pick it up.
• If the carrier can't deliver after several attempts, the package may be returned to us. Contact support and we can arrange to reship it.

Package shows as delivered but you can't find it

Contact us right away rather than waiting on the carrier. We file the claim with the carrier ourselves, and in most cases we'll send a replacement right away instead of waiting for the claim, which can take weeks.

Orders placed through third-party sellers (e.g., Michaels)

Our replies about these orders come through that marketplace's messaging, so check your messages there.

Returns & exchanges

We accept returns of unused items started within 30 days of receipt. Start a return or exchange through our returns form.

• If you're exchanging a tufting machine that came in a kit, send back only the machine.
• Make sure all original components are included.
• Follow the packing instructions you receive once your return is approved.
• Write the RMA number on the box and keep it for your records.

Gift cards

Gift cards can be used to pay for classes.

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