Shipping & Delivery: Ship Times, Carriers, Tracking and Delivery Times

October 03, 2026

Here's everything you need to know about getting your order from us to you: how long it takes to ship, shipping costs and delivery times, carriers and tracking, international shipping, local pickup, delivery problems, returns, warranty, and where to find your machine's user manual.

How long before my order ships?

We ship from our warehouse in Philadelphia, PA, and typically ship orders within 1–2 business days. Orders that aren't pre-orders ship within 2–5 business days at most, and many ship within that 1–2 day window.

Orders finalized after our daily shipping cutoff, or placed just before a holiday closure, ship on the next business day we're open.

Your shipping method's delivery time is added to this fulfillment window. This applies to every method, including expedited options like UPS 3 Day Select, UPS 2nd Day and UPS Next Day Air. Delivery time then depends on the carrier, shipping method and your location.

How much does shipping cost, and how long does it take?

Shipping costs are calculated at checkout based on your location. Expedited shipping is available for an extra cost.

• United States: Delivery typically takes 1–6 days, depending on where you are.
• Canada: 5–10 business days. Canadian orders can't be placed through our mobile app, so please order through tuftinggun.com.
• International: 7–21 business days, depending on destination country and customs.

To see costs and estimated delivery times before you buy, add items to your cart and enter your mailing address. You can then compare options by rate, delivery time and carrier.

Which carrier do you ship with?

We usually ship with UPS from Philadelphia. USPS isn't available at checkout. If you need USPS, for example for a PO box, email support@tufttheworld.com with your request and your shipping address. We'll process your order manually and send you an invoice.

Do you ship internationally?

Yes! We ship to over 120 countries. Most products are available for international shipping, though some large or heavy items may have restrictions. International customers are responsible for any customs duties or import fees charged by their country.

Electrical note for international customers

• AK-I, AK-II and AK-III: These come with a Type A plug (U.S. standard). Most international customers will need a universal plug adapter.
• KRD-I: Available in 110V models only. International customers will need a power converter.
• AK5 and Duo: Compatible with 110V–220V.

Delayed international package or UPS couldn't deliver

If your international package is late and tracking says UPS tried to reach you, check for an email, text or call from UPS about the delivery attempt. Customs and delivery questions are often waiting on a response from the recipient.

If you haven't heard from UPS, contact your local UPS customer support directly to resolve the delivery issue. They can confirm what's needed, such as customs information or a corrected address, and reschedule delivery. For Mexico, the UPS customer support number is 800-7433-877.

If you're still stuck after contacting UPS, email support@tufttheworld.com and we'll help.

Local pickup in Philadelphia

If you're in the Philadelphia area, choose pickup at checkout. We'll email you when your order is ready to collect from our shipping warehouse in Southwest Philly. That email includes exact pickup instructions.

Tracking your package

• Shipping emails: We email you a tracking number as soon as your order ships, and again when it's out for delivery. If you don't see these emails, check your spam folder.
• UPS notifications: Once you have your tracking number, you can sign up for UPS notifications by entering your email on the UPS site. UPS will email you updates and let you know about any delivery issues.
• Shop app: Our store runs on Shopify, so you can also track your order in the Shop app.

Machines shipped from our supplier

Some machines ship directly from our supplier. For these, tracking may show only "label created" for a few days. Once tracking shows movement, delivery usually takes 2–3 business days.

Missed or failed delivery

Contact us as soon as possible. Delivery problems are much easier to fix when they're caught early.

• A UPS notice left on your door may not show your name, so read any notice carefully.
• If delivery to your address is difficult, we can send your package to a nearby UPS Store for pickup. Bring a photo ID when you collect it.

What happens if my package is returned to Tuft the World?

Sometimes a carrier sends a package back to us, for example after several failed delivery attempts or an address problem. If this happens:

• Reply to your shipping email or contact support@tufttheworld.com. Let us know about any delivery notice or message you got from the carrier, because it helps us understand what went wrong.
• Once the package arrives back at our warehouse, we can reship it to you or refund your order. We'll email you either way.
• Refunds go back to your original payment method. After we process a refund, it can take 2–10 business days to show in your account, depending on your bank.

Please contact us directly instead of opening a dispute with your bank. It's usually the fastest way to get things sorted.

Package shows as delivered but you can't find it

Contact us right away instead of waiting on the carrier. We file the claim with the carrier ourselves. In most cases we'll send a replacement right away, so you don't have to wait for the claim, which can take weeks.

Kit seems to be missing parts

Kits ship together in one large box, so everything should arrive in the same package. If a kit looks incomplete, first check for additional boxes or packaging, since the shipment can sometimes be split up in transit. If you still can't find something, email support@tufttheworld.com with a photo of the box UPS delivered. If the box was damaged in transit, we can file a claim with UPS and send a replacement.

Orders placed through third-party sellers (e.g., Michaels)

For these orders, we reply through that marketplace's messaging system, so check your messages there.

Where are the instructions for my machine?

The user manual and a link to our machine videos are emailed to you automatically when you place your order. The email goes to whoever placed the order, so if the machine was a gift, it went to the buyer, not the recipient. These emails often land in spam, junk or promotions folders, so check there first, searching for emails from Tuft the World.

If you can't find it, email support@tufttheworld.com with your machine model and either your order number or the email address used at checkout, and we'll send the manual and the video links again.

The video showcase includes quick-start videos on threading your machine, switching between cut and loop pile, and changing pile height. For the AK5, the showcase is hosted on Vimeo, and the link is included in the same email as the manual.

Returns & exchanges

Most items can be returned within 30 days of delivery in original, unused condition for a refund or exchange. To start a return or exchange, use our returns form or email support@tufttheworld.com.

• If you're exchanging a tufting machine that came in a kit, send back only the machine.
• Include all original components.
• Follow the packing instructions you receive after your return is approved.
• Write the RMA number on the box and keep a copy for your records.

Non-returnable items include yarn sample cards, enamel pins, cardboard cones, gift cards, and products tagged as non-returnable. These are marked on the product page.

Damaged or defective machines: If your machine arrived damaged or has a defect, contact us immediately with photos and your order number. We'll work to make it right.

Machine warranty

All tufting machines purchased from Tuft the World come with a 1-year warranty covering manufacturer defects. Under warranty, we'll repair or replace the defective part at no charge.

We also offer an optional Service Warranty ($100), which covers 12 months of unlimited repairs and complimentary domestic return shipping. It's great for tufters who want total peace of mind.

Even outside of warranty, we stock all spare parts for our machines, and our support team can walk you through most repairs via email or chat. If the repair is too complex to do at home, you can send your machine to us for a flat-rate repair.

Gift cards

You can use gift cards to pay for classes.

Customer support hours

Our team is available Monday, Tuesday, Thursday and Friday, 9am–5pm ET. We're closed on Wednesdays. Contact us at support@tufttheworld.com or via live chat on the website.

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