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FAQ AND TERMS

** ALL HAND DYED ITEMS ARE ONE OF A KIND. THUS SLIGHT VARIATIONS OCCUR. BECAUSE ITEMS ARE DYED IN MICRO-BATCHES SMALL FLECKS OF COMPOSITE COLORS RESULT FROM THE DYE BATH. FOR EXAMPLE, INDIGO SOMETIMES PRODUCES SMALL FLECKS OF PINKS. EARTH CAN HAVE RESIDUAL YELLOWS. 

ORDERS
How do I place an order? Browse our collections and add selected items to your shopping cart. When finished shopping, click Checkout, provide the information requested (shipping, credit card, etc.), and submit your order. Please feel free to contact us with any questions at: info@youreupstate.com.
How long does order processing take?
Orders can take 12 days for processing and production. Your item will be hand-dyed and sewn during this time. If, for unseen reasons, an order will take longer than expected, we will email you with an estimated arrival date. 

How do I cancel or change my order? All orders are custom made upon order placement. Orders must be cancelled within 24hrs of placing the order online. To cancel an order, please send an email to info@youreupstate.com and include your name and order confirmation #. After 24hrs, or order shipment, orders may only be returned for store credit or exchange.

When is my credit card charged? You card is charged when the order is placed. 

RETURNS 
What is your return policy? Upon receipt, please inspect your purchase and notify us of any damages, we will replace damaged items promptly. Damaged shipments may be subject to a UPS damage claim, so please photograph and save the original packaging. If you are dissatisfied with your purchase for any reason, merchandise can be returned for store credit within 10 days of purchase, if in original condition and packaging. Refunds are not issued except in the case of defective or damaged merchandise that we are unable to replace. Upstate credit is valid for one year from date of issue. Sale merchandise is final sale. 

How do I return something to you? If you would like to return something, please send it back to Upstate attn:

UPSTATE RETURNS
37 Greenpoint Avenue 
#E3A Maibox #29 
Brooklyn, NY 11222 

within 30 days of purchase. The item must be in original condition and packaging. Please be mindful that you are responsible for getting it to us in its original condition, so be careful with its packing. If the product is defective, contact us and we will arrange to have the merchandise picked up from you. If you are returning it for some other reason, you will need to pay the cost of shipping it back to us. Please make sure that you include your name, address, telephone number, order number, and e-mail address.

SHIPPING 
When will my order be shipped, and how soon will I get it? 
Items will ship within 12 business days of order placement. You should receive the order within 7 business days from the time of shipping, depending on your location. Custom quilts will take 6-8 weeks to ship. 

Can I have my order sent to a different location other than my billing address? Yes. When you fill out the billing and shipping pages, you can specify where you would like something sent, if it’s different from the billing address. Please note, however, that Upstate cannot accommodate multiple shipping addresses. If you want to purchase several items and have each of them sent to a different address, you will have to make separate purchases. Please note that Upstate cannot ship orders to P.O. Boxes.

PERSONAL INFORMATION
Do we keep your information? Your information is kept in our email record but is not added to any database. All information collected is for the sole purpose of filling orders and to enhance your shopping experience. We will not release any customer information to anyone. 

SECURITY
Is my credit card information secure? Yes, you are shopping on a secure website.

CARE INSTRUCTIONS 
We advise all Upstate textiles to be dry cleaned only to preserve the color intensity. 

SPOT CLEANING 
If a Spill Occurs: Dab spills immediately with a clean, dry, white cloth. Then, if needed, use an appropriate spot cleaner. Pretest any cleaner on a small, inconspicuous area before proceeding. Do not saturate fabric with cleaner. Pat instead of rubbing to avoid damaging the fabric. Clean spots or stains from the outside to the middle of affected are to prevent circling. Pile fabrics may require brushing with a non-metallic stiff bristle brush to restore appearance. 

MORE HELP

How can I get further assistance? At Upstate, we want to provide the best customer service possible. We’ve tried to answer the usual questions most people have about online shopping in this section. If you have any other questions or need further assistance, please feel free to e-mail us at info@youreupstate.com, or you can call us at (646) 428.4136. We hope you love your hand-dyed upstate textiles as much as we love making them!X

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