Our Policies

ORDERING CROSS-POINT KITS

We make it easy to order directly from our website www.cross-point.com with the Add To Cart button which currently takes you directly the the PayPal check-out page. When placing an order by telephone, please be sure to give us the billing address on the card, the shipping address if different, the card number with expiration date, and now also the three or four digit Card Security Code. This 3 or 4 number code is found on the front or back of VISA, MASTERCARD and AMERICAN EXPRESS. If ordering by email: we suggest you break the card information into at least two separate emails for security reasons. We do not store credit card information so will require the information each time you place an order by telephone unless you create an account.

SECURE PAYMENT PROCESSING

All credit card orders, whether received through the online store, e-mail or telephone, are processed through PayPal, a safe secure credit card processing service. If you do not have a PayPal account, it is easy to set up and once done, future orders are processed through Express check out. We do not retain, disclose, sell or disseminate any personal information you provide to us except for purposes of obtaining authorization, completing and settling credit card transactions. We do not store credit card information. If you prefer, you can also place orders by phone and pay by check. Please allow 7 business days for processing. ALL financial transactions are processed through PayPal.

DELIVERY

We will ship most stock items within three days of receipt of your order. If for some reason the shipment of your order will be delayed more than two weeks, we will contact you. Custom orders may take longer and we will give you an estimate when you place your order. We ship via US Postal Service, Priority Mail, unless otherwise requested and parcel post to Canada and via air to oversea addresses. Shipping charges are available from our shopping cart on PayPal. Rug kits, Custom Orders, Foreign Orders and Express shipments are billed at cost. If you require Express shipping, please contact us via email. All shipping charges are periodically updated as the US Postal Service increases its fees. Customs, taxes and import duties are your responsibility

RETURNS

Since 1995 we have had 3 returns. If you are ordering a kit for someone else, make sure the recipient wants to stitch what you so generously are offering to them.
Due to the nature of our business, only UNOPENED KITS ARE RETURNABLE. Our kit contents are clearly visible from the outside of the clear vinyl bags. We guarantee that our charts are clear and easy to read, that our instructions are easy to follow and that our materials are of the highest industry standards. We use DMC tapestry wool and the best jute fabric exclusively. Only three returns over 23 years speak for the quality of our kits. Custom orders are not returnable. If you need additional product information, please do not hesitate to email us at cross-point@cross-point.com.

REFUNDS

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days. If purchased online from the Add to Cart button via PayPal, your refund will be via PayPal.Shipping costs are not refunded and the amount will be deducted from the original charge.

Exchanges

If you receive a damaged package, please email us at cross-point@cross-point.com for the tracking number so you can file a claim with USPS or carrier used for shipment.

Return Shipping

To return your product, please email us at cross-point@cross-point.com for the address.
Due to hurrican Helene damage to our road, 88 Cane Crest Circle, is temporarily not available.

Unless we shipped you the wrong item, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

CUSTOMER SERVICE

At this time, due to hurricane Helene damage to our landline, it is easier for you to contact us via email at cross-point@cross-point.com. While the landline number above has been linked to a mobile phone, you will be directed to leave a voice mail. It may be several hours before we can return the call. Please speak clearly when leaving a name and phone number, best time to call you back.

I am happy to answer questions about custom orders, colors, etc. Inquiries can be made between 10 AM and 5 PM Eastern Standard Time, Monday through Friday. If I am not available, please leave a message, including your return phone number and the best time to call you back. You can also send me an email at sieglinde@cross-point.com. CONTACT US Please call us by phone at 828.628.2743 with any special requirements, questions or comments.You can also email directly to Sieglinde via cross-point@cross-point.com. Contact us at cross-point@cross-point.com for questions related to refunds and returns.