FAQ

1. What is your current processing time?

Our processing time is currently 3-5 business days, and we pride ourselves on shipping out super fast! At checkout, you’ll have the option to upgrade shipping if you want us to ship it out in 1-2 business days instead.

If you include your needed-by date in the "Note to Up2" section, we’ll do our best to accommodate your request. Please keep in mind that processing times exclude weekends and holidays.

 2. What is your return/exchange policy? 

We do not accept returns or exchanges on any customized products. For non-customized products, we’re happy to offer exchanges under the following conditions:

  • Contact us within: 7 days of delivery
  • Ship items back within: 14 days of delivery

Buyers are responsible for shipping costs associated with exchanges & returns. Items must be returned in their original condition; otherwise, the buyer will be responsible for any loss in value.

3. Will you let me know when my order is complete? 

Absolutely! After placing your order, you’ll receive a confirmation email. Once your order is packed and ready to ship, we’ll send you another email with your tracking number so you can follow your package’s journey right to your doorstep!

4. Can I cancel my order? 

If something is wrong with your order, please contact us as soon as you can and we will work with you.

5. Can I change the address on my order? 

Please contact us ASAP if you realized you entered the wrong address. Please provide the correct address when reaching out and we will update your order. 

6. Can I make a change to my order? 

Of course! Contact us within 24 hours of your purchase, and we’ll do our best to accommodate your request.

7. Can I pay for rush shipping? 

Yes! We offer two upgrade options at checkout: Rush Shipping and Super Rush Shipping. With Rush Shipping, your order will be processed and shipped via First Class Mail within 1-2 business days. For even faster delivery, choose Super Rush Shipping, and we’ll send your order via Priority Mail which is a guaranteed estimated delivery 1-3 business days after shipment. Don’t forget to include the date you need it by so we can ensure it arrives on time!

8. My order has a mistake, what do I do?

If we’ve made an error, we’re happy to make it right! Please contact us as soon as possible via our email with a photo of the issue. We can remake your item as long as you reach out within 7 days of receiving it.

9. What happens if my order was lost in the mail or says delivered and I did not receive it?

At Up2ournecksinfabric, we are not responsible for lost or stolen packages. Once your order leaves our facility, we have access to the same tracking information that you do. If your package is marked as "delivered," we recommend waiting at least 24 hours, as carriers sometimes scan items early. Additionally, please check with your neighbors or your local post office, as they may have more information.

We strongly recommend adding package protection at checkout for just $1.99—it’s a small price for extra peace of mind 🙂

10. What is the best way to contact Up2? 

The fastest way to get a response from us is by emailing us at contact@up2ournecksinfabric.com. While you’re welcome to call us at 401-433-0025 and leave a message, we’re often busy with production during office hours. For the quickest and most direct answer, email is the way to go!

Contact Up2