Customer Service

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The following applies to items purchased through this website. If you have made a purchase through the Pineapple and Bee Pattern Company on Etsy, please see our shop policies page on Etsy for information pertaining to your order. 

*** If you are a customer outside of Canada or the United States, please visit the Pineapple & Bee Pattern Company on Etsy to purchase. Thank-you! ***

DIGITAL PDF PATTERN FILES & PUBLICATIONS:

All digital items are automatically sent to you once your payment has cleared through the system.

Can’t find your digital file?

Please check the email you provided at the time of checkout for the item. If you do not see it in your inbox, also check your email spam and junk folders. 

Can’t open your digital file?

Some files may not open or display correctly on tablets, phones or other devices. If you experience an issue with the file, please try opening the document using Adobe reader on a computer or laptop. We find that this will resolve the situation.

Return/Exchange Policy for Digital Pattern Files & Publications

All digital patterns and publications are FINAL SALE. We do not accept returns, cancellations or exchanges on these items so please read the item description carefully before purchase. 

If the file is defective or damaged, please contact us for replacement.

We are always happy to answer your questions before you make a purchase, so please feel free to ask!

Lost PDF Files/Replacements

If you purchased a digital item from the Pineapple & Bee Pattern Company, you will have permanent access to your downloaded files, with a download limit of 3 attempts. Please be sure to save your files to a reliable device. If something does goes wrong, we are always happy to resend or refresh your download limit for you. Please contact us for assistance.

PHYSICAL ITEMS:

Shipping  

All physical items are shipped through Canada Post with tracking information. For orders within Canada please allow 7 to 10 business days for your item to arrive, for orders within the United States, please allow 10 to 15 business days for your item to arrive. 

All customs/duty and shipping fees are the responsibility of the customer.

We recommend verifying your address at checkout, as we ship to the exact address you typed into the form. We are not responsible if an item goes missing due to an incorrect address entered on the checkout form and refunds and cancellations will not be given.  

Return/Exchange Policy for Physical Items

The following items are FINAL SALE and are not eligible for a return, exchange or refund. Please read the item description carefully and ask all questions before purchasing:

• Custom items
• Finished headwear ie. hats, bonnets
• Handwoven tape 
• Paper patterns and publications
• Items on sale

Items can be returned for a refund within 30 days of purchase. 

Returning an Item

Please contact us by email before returning any goods, to inform us of the return. Items must be returned in original condition and with original packaging and tags. Items returned after 30 days from sale are not eligible for a refund. It is strongly recommended that when returning items you consider using a trackable shipping service or purchase shipping insurance. If your item goes missing on its way back to us, we cannot issue a refund. Return shipping is the responsibility of the customer. Any additional shipping/customs/duty fees that are incurred as a result of the return on our end, will be deducted from your refund.

Refunds 

Once your return is received and inspected by us, we will send you an email to notify you that we have received your returned item and will update you on the status of your return. We will also notify you if the item is eligible for a refund. If your refund has been approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days. 

Can’t find your refund? 

If you haven’t received a refund yet, first check your bank account again as it may take some time before your refund is officially posted to your account. Next contact your bank or credit card company as there is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us. 

Exchanges

As most of our items are one-of-a-kind or one-of-a-few, we do not offer exchanges at this time.

QUESTIONS?

Question about a pattern? Please read the item description and check out our Pattern FAQ page for more info.

If you can’t find the answer to your question here, please see our Terms of Service for more information or feel free to contact us. We are always happy to help!