Please 231-271-0608 if you have a question about any product, or your order. If it is more convenient, you may email kellyf@haystacks.net for a quick answer.
Shipping Questions:
Q: The receipt says my order will ship out in 3-4 business days, can I get it faster?
A: If you live in Michigan and order Monday-Friday by 3pm, your order will ship out the same day (in stock items) and will be delivered the next day (Monday through Friday only).
You may choose an expedited shipping option at checkout for faster delivery. UPS Next Day Air is $35.00, UPS 2nd Day Air is $15.00 and UPS 3 Day Select is $10.00 for international deliveries.
Any order placed after 3pm on Friday, all day Saturday and Sunday will ship the following Monday irregardless of the type of shipping option chosen.
We send our shipments via UPS, but will occasionally send them USPS. For questions, please email kellyf@haystacks.net
Q: Do you ship outside of the US?
A: Yes. We will ship anywhere in the world. Although, we do not offer expedited shipping options outside of the US.
Q: Your shipping rate for outside of the US is rather expensive, why?
A: Our shipping charge for shipments going outside of the US is just a “place-holder” charge. We will adjust the amount according to the country the order is being shipped to. Canada is usually around $40 whereas Japan or Europe is around $70. If you would like a better estimate, please send us your address and we will better estimate the shipping cost for you.
Q: May I pick up my online order at one of your retail locations?
A: Yes! If you would prefer to pick up your phone or online order at one of our retail locations, email kellyf@haystacks.net, or call 231-271-0608 after placing your order. We can transfer your items to Suttons Bay, Leland, Glen Arbor or Traverse City in a timely manner.
Q: My order is a gift, can you include a note and remove the prices?
A: Yes. Please email kellyf@haystacks.net as soon as you place your order to let us know that it is a gift. We will be sure to remove all price tags and include a special note if desired. We do ship our packages quickly, so please let us know as soon as possible.
Product Questions:
Q: What are the measurements of the different inseams on the epants:
A: Clam: 17 inches Crop: 25 inches Flood: 27 inches Full: 29 inches Tall/Long: 32 inches. If you desire another inseam, after placing your order, please email kellyf@haystacks.net or call 231-271-0608 to specify your inseam. It will be custom cut for you, which usually takes up to two weeks.
Q: What is the difference between minx and surreal?
A: Our most popular tops are made in two different body styles, minx and surreal Both are the same length, have the same sleeve and neck, but minx is a boxier style and surreal is more fitted.
Q: What is the difference between the Tactel and Polidri material?
A: Tactel is a slightly heavier weight fabric than Polidri. Tactel may be a solid or more muted print, printing on polidri results in a more vivid print. Tactel is a nylon/lycra blend, and polidri is a polyester/lycra blend.
Q: If I see a print that I like but it isn't offered in the style I like, may I order it?
A: We will not be offering custom orders from April - September. We will offer custom orders October - March if fabric is available. Please double check with us.
Q: Where are your products made?
A: We make all of our Haystacks Brand items in Northern Michigan. Our Design Studio, online store, and business offices are all located in Suttons Bay, MI. The other products we sell come from all over the world, with many originating from the US.
Q: How often do you change prints/colors?
A: Each season we offer new prints and solids in all of our different fabrications.
Q: What is your Textured and Jacquard Fabrics?
A: Our Textured Fabric is knit at a mill especially to our standards. The distinctive raised pattern of the solids and the striking two color knits are a perennial best seller. A garment made from this fabric is comfortable, packable, colorfast, machine washable, and holds its shape very well. Each season the designers at Haystacks work with the mill to create exclusive jacquard patterns and color combinations.
Q: I have heard that you accept Custom Orders, what does this include?
A: We will accept custom orders October-April depending on fabric availability. Due to our increase in production over the past few years, we are generally cutting and sewing rolls of fabric quickly and do not generally have a lot of fabric left for custom orders. However, you can always ask to see what is available. Custom orders are nonreturnable unless there was a production error. There is no extra charge for this type of order. However, there is a $35.00 pattern charge for orders that we need to create a custom pattern. Custom orders also include sizes XS and XXL of items that we generally do not keep stock of which include: epants, 26" skirts, bias skirts, clams, and some other items. Once it is put into production, it most likely cannot be cancelled. Special deals and discounts cannot be applied to custom orders.
Q: How long will it take to receive my Custom Order?
A: Custom Orders will take anywhere between 2-4 weeks to be processed and shipped. You will receive an email notification (if email was given) when your order ships.
Q: Can you shorten my Haystacks item?
A: Yes. We can shorten any Haystacks brand garment. This includes shortening of tops, pants, skirts, and dresses. We can shorten sleeves too. Please measure the amount you need taken off or pin it to the desired length. Hemming is free of charge and can take up to 2-3 weeks. Please note that there is a $10 charge per item if the item is on sale.
Q: Can you cut down my bias skirt to a smaller size?
A: We will accept this type of alteration during off peak times, September - April. There is a $10.00 charge per skirt. We can only do this to bias skirts and no other garments.
Returns/Exchanges Questions:
Q: What is your return policy?
A: If you are not 100% satisfied with your item, we would appreciate a return within 30 days of the purchase date. A refund will be issued to you in the original form of payment. A gift card will be issued for any sale items. All tags must be on the items with a receipt present. Custom production orders are nonrefundable.
Items returned after 30 days may be returned for store credit only and may only be valid for partial credit depending on the age of the item.
For further assistance, please call 231-271-0608.
Q: Where do I send my returns/exchanges?
A: You may send your returns/exchanges to:
Q: My order was wrong or flawed, do I have to pay for return shipping?
A: If you received a wrong item or have noticed a flaw, this is our error and we do apologize. Please contact us regarding the issue and we will send you a pre-paid return envelope or feel free to send the item(s) back and we will refund you the return shipping charge.
Q: Do I have to pay the return shipping for an item I didn't like or that didn't fit?
A: Yes. If you placed an order and need to return/exchange an item(s) that did not result from an error by us, you will be responsible for the return shipping charge.
Q: How should I send my return/exchange?
A: Please feel free to send back your return/exchange by whichever method is easiest for you. You can send via UPS, USPS or FedEx. If you are returning due to an order error made by us, please email kellyf@haystacks.net and we can send you an electronic return label.
Q: How long will it take to receive my refund?
A: We process refunds and exchanges on a daily basis. We generally will process your return/exchange the day we receive the package. Please allow up to 3-5 business days for the return to show on your end.
Q: I want to make an exchange, but need it fast. How should I do this?
A: If you need to make an exchange, you may send us your package with a note explaining what you would like the item to be exchanged for. If you want to receive your exchange faster, you can either place another order for the desired item online and it will ship the same day. Or, give us a call or email us and let us know you are sending an item back and we can send out the replacement the same day.
Other Policies:
Q :What is your Price Adjustment Policy?
A: Price adjustments with an original receipt are welcomed within 7 days of the date of purchase.
Q: What is your "mispriced item" policy?
A: Occasionally, we do make a mistake and have mispriced items. This could mean anything from having different prices in different stores, or fogetting to put a price on an item online. In the case of having different prices at different store locations, we will always honor the lowest price for the exact same item. In the case of $0.00 items online, we have accidentally overlooked putting in the proper price and will send an email to alert you of the actual price of the item(s) after you place the order. We do not do this intentionally and thank you for your understanding. There may be some exceptions.
Online Ordering Troubleshooting:
Q: My order keeps getting declined, what should I do?
A: If your order is getting declined, it is usually due to a mismatch with the billing and shipping address zip codes. Be sure that you have entered the appropriate information and try again. If it continues to decline, be sure the card is not expired and is activated. If all else fails, try another credit card. If it just will not go through, please call us at 231-271-0608 and we can place the order for you.
Q: I have received two email notifications for the same order, did I get charged twice?
A: We have had a few people receive two email notifications when ordering. We are constantly overseeing our terminal and will alert you if you have been charged incorrectly. If you do see a double charge on your credit card statement please allow a few days for it to auto-correct. If you do not see a correction, please contact us ASAP.
Q: I am trying to add an item to my cart but it says that it is out of stock. Will it be back in stock or should I call a store location to see if they have it?
A: Our online inventory changes on a daily basis and we do our best to keep it updated and accurate. A size may show up available until you add it to the cart. If it does not allow you to add it, it does indeed mean that it is unavailable. If the item is a sale item, we will not be getting any more in stock and none of the store locations would have it. If the item is full priced, it is possible that we will get it back in stock and is also possible that another store may have it. You can always email kellyf@haystacks.net or call 231-271-0608 to double check on availability.
Q: I have a gift card, but do not see a place to enter my gift card information. How do I use my gift card toward my online purchase?
A: Unfortunately, our website is not set up to use our gift cards at this time. If you have a gift card, you may call our Design Studio at 231-271-0608 to place your order over the phone. We will manually enter all the information for you. Our gift cards can be used at any store location and will never expire.
Q: Where do I use my promo code?
A: Once you add an item to your bag, your shopping cart will appear. On the bottom left, there is a box to enter your promo code discount. The codes are not case sensitive. Only one code may be used per order. Promo codes cannot be used for Custom Orders.
Q: Where can I find a promo code?
A: We sometimes have promo codes available. The best way to receive our codes is to join our email list. We send out a weekly email with news, events, and sometimes discount codes. You can join our email list by texting "HAYSTACKS" to 22828. Text messaging fees may apply. You can also join our list on our website homepage at the top, right hand side. Another option is to "Like" us on Facebook and keep an eye out for posted codes. Lastly, we do sometimes have codes posted to coupon websites such as Retail Me Not.
Q: The size I need is not available. What should I do?
A: If the size you are looking for is not available online, please feel free to call 231-271-0608. We can double check with our store locations and let you know if the item will be back in stock. Sale items are not in stores and generally will not be brought back in stock. However, we do receive returns/exchanges on a daily basis, so you can always check back.
Q: I can't tell for sure what a color or print looks like. Can I get a sample?
A: Due to different screen resolutions, the color/print of an item may look slightly different online vs in person. We do our best to portray the item as it really is. If you would feel more comfortable, you may ask for a fabric swatch before ordering. This is for Haystacks brand items only.
Store Questions:
Q: What are your store hours?
A: Our hours are as follows:
WE WILL HAVE EXTENDED HOURS FOR MEMORIAL DAY WEEKEND.
231.256.8875
Q: What method of payment do you accept:
A: We accept all major credit cards (visa, mastercard, discover, and american express), checks, and cash.
Q: If I have further questions, who should I contact?
A: If you need additional help, please email kellyf@haystacks.net 24/7 or call 231-271-0608 Monday-Saturday 10am - 5pm.
Q: May I suggest a question?
A: Yes, please do. Email kellyf@haystacks.net with the question you would like added
