FAQ


Questions? I've got answers! If you don't see your question below, feel free to contact me at hitchandcord@gmail.com

 

Can I order something that says Sold Out?
Yes. If you see a piece you like but it says Sold Out, just email me and I can make another one for you. It will of course be slightly different than the one pictured online as all pieces are handmade and unique. I will try my best to keep the dimensions as close as possible. 

When will my order ship out?
All one-of-a-kind pieces will be processed and shipped within 2-3 days. You will receive a tracking number via email and your item should arrive in approximately 2-4 business days. If your piece is made-to-order, please allow 1-3 weeks for shipment. I will try to finish your order as quickly as possible!

Can I pick up an item instead of having it shipped?
Yes! If you're located in the Rochester, NY area, please use discount code LOCALPICKUP at checkout. This will waive shipping fees and you can pick up your order from my home studio in Rochester.

Do you ship internationally?
No, due to high shipping costs I currently only ship within the United States.

Are your products available in any stores?
Yes! A selection of my wall hangings can be found at Abode Rochester. My DIY kits and small rope balls are available at Rochester Brainery.

How do I care for my wall art?
Chances are your package was bumped around a bit during shipping and may need some slight adjustments. You can gently adjust the rope as needed and use your fingers to comb out the flowing strands at the bottom. Once it has been out of the packaging for a few days and hanging on your wall, it will fall into place.

Do you offer refunds?
All pieces from Hitch + Cord are handmade. Variations and slight imperfections will occur due to the organic nature of handmade and the natural materials I work with.

However, I do want you to be happy with your purchase! If there are any issues please contact me immediately. Returns and exchanges are accepted within 15 business days of item delivery. Once the item is received in its original condition a full refund of purchase price (minus shipping) will be credited back to your original form of payment. All return shipping costs are the responsibility of the buyer. Shipping your return package with tracking is highly advised, as I can't be held accountable if your item is lost in the mail.

There are no refunds on custom orders. 

Do you do custom work?
Yes, I'd be happy to work with you to create a custom piece. Please email me so we can discuss further.