Commonly Asked Questions:

Q: I’m not shipping my order to a personal address, why am I still asked to fill out address information?
A: Our system requires billing information related to your credit card to process an order.

Q: Which Center Location should I select if I want to pick up my items at a National Support office?
A: A: If you would like to pick up your items at the National Support Center located in Bellevue, WA, choose the option “NSC-Bellevue (WA).” If you would like to pick up your items at the National Support Center located in Scottsdale, AZ, choose the option “NSC-Scottsdale (AZ).”

Q: Do I need to choose my Center Location for each item that I order? 
A: No, if you would like to have your items shipped to your nearest surgical or National Support center for free, you only need to add your Center Location to one item on your order. All items will be shipped together to the surgical center that you have chosen. If you selected the shipping option “FREE PICKUP AT SELECTED CENTER”, you should not include your personal shipping address on the checkout page.

Q: May I use my center’s Navan or Wells Fargo card to buy apparel?
A: NO, only personal credit/debit cards can be used to purchase apparel. Use of center Navan or Wells Fargo cards are prohibited.

Q: How long will it be before I receive my order?
A: These items are Made-To-Order, and as such are subject to an approximate 3-4 week production time. An email notification of completion will be sent to the email used to place the order. Be sure to check SPAM folders for this notice!

Q: I placed my order long before the deadline, why is it taking so long?
A: ALL ITEMS WILL BE COLLECTIVELY BATCH-PROCESSED TOGETHER once the stated deadline has been reached. Items will be shipped to the requested personal address, or chosen center for pickup, approximately 3-4 weeks after the order by-date has passed. 

Q: I ordered a size which does not fit. May I exchange it?
A: We are unable to offer size exchanges for these items, as they are Made-To-Order. Please be sure to carefully review posted size charts within an item’s description.

Q: Why is the price showing higher when I choose the white color with the black/orange logo?
A: Since the logo has multiple colors in it, items that come in the white base with the black/orange logo will cost an extra $1.50. 

Q: I would like to check on the status of my order, how do I do that?
A: We ask that you provide your order number and/or full name given on the order, so we may locate it in our system. This will allow us to determine if the order has been listed as “Processing” or “Completed” among the specifics of the item(s), and the billing/shipping info. We will do our best to give an estimated date of total completion after reviewing the production status of the item(s).

Q: May I cancel my order?
A: To cancel your order and get a refund, you will need to call Threads at 231.995.8621 prior to the store closing.
ORDERS MAY ONLY BE CANCELLED PRIOR TO THE STORE CLOSING ON SEPTEMBER 22nd. 
Once the store is closed, Threads cannot refund the order as the items will be in production.

For additional information, please visit Threads FAQ by clicking this link. You may also contact the Threads team at 231.995.8621

It’s possible that somewhere along the way we made a mistake with your order, but don’t fret! If it’s our responsibility, we’ll take care of things lickity-split!  On occasion though, the responsibility of a mistake falls upon a customer.

Please see the return policy below: