Find answers to frequently asked questions

<h3 id="what-is-the-status-of-my-order">What is the status of my order?</h3><p>Once you have placed your order, we will send you a confirmation email to track the status of your order.</p><p>Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).</p><p>Additionally, you can track the status of your order from your &quot;order history&quot; section on your account page on the website or in the chat bubble located on every page.</p><h3 id="can-i-change-my-order">Can I change my order?</h3><p>We can only change orders that have not been processed for shipping yet.</p><p>Once your order is under the status &quot;shipped&quot; or &quot;delivered&quot;, we cannot accept any edits to your order.</p><p>To make changes to your order, please reach out to us at 413-443-0618 Monday through Friday 9:30am to 6:00pm EST</p><h3 id="where-do-you-ship">Where do you ship?</h3><p>We currently can ship to &#xA0;any country in the world. Please check out our <a href="https://needlejig.com/policies/shipping-policy">Shipping Policy</a> for more detailed information regarding shipments going outside of the US.</p><h3 id="how-long-does-it-take-to-ship-my-order">How long does it take to ship my order?</h3><p>Most orders placed before 2:00PM EST Monday through Friday will ship the same day.</p><p><br></p>

General

<h3 id="how-do-i-get-verified">How do I get verified?</h3><p>We get that it can be a big pain. We have set up our site to require you to put a website or social media that helps place you in a shop. Then we proceed with the following steps:</p><ul><li style="font-size: 16px;">We check to see if you are shipping directly to a VERIFIABLE tattoo shop. This is the quickest method. If it&#x2019;s your first order and you are shipping to a tattoo shop, we will clear your order for processing.</li><li style="font-size: 16px;">We check Google and social media listings to ensure the business is currently active and that you are employed there. If that information is readily available online, we clear your order for processing.</li></ul><p><span data-preserver-spaces="true" style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font: inherit; vertical-align: baseline;">If we do not get the information that we need from those two steps we go further. You can check out the detailed process by clicking <a href="https://needlejig.com/pages/professionalism-verification-process">here.</a></span></p><p><span data-preserver-spaces="true" style="box-sizing: inherit; margin: 0px; padding: 0px; border: 0px; font: inherit; vertical-align: baseline;">It&apos;s also good to remember that most verification happens once an order has been placed. That way we can ensure that no mix-ups happen and your order is held for no reason.</span></p><h3 id="its-my-first-order-but-i-cant-ship-to-my-shop-what-do-i-do">It&apos;s my first order but I can&apos;t ship to my shop, what do I do?</h3><p>We totally understand. Shipping companies can do some crazy things and some times it&apos;s not safe to have your package sent to the shop.</p><p>In this case just be sure to provide us with as much information as you can.&#xA0;</p><p>That includes:&#xA0;</p><ul><li style="font-size: 16px;">Shop website</li><li style="font-size: 16px;">Social media</li><li style="font-size: 16px;">Shop phone number &#xA0;</li><li style="font-size: 16px;">Any way that we can confirm that you&apos;re working out of the shop you say you are.</li></ul><p>Check out our <a href="https://needlejig.com/pages/professionalism-verification-process">Verification Process for more tips</a>.</p>

Professional Verification

Find answers to frequently asked questions about payments

<h3 id="what-payment-methods-do-you-accept">What payment methods do you accept?</h3><p>You can purchase on our website using a debit or credit card, Paypal and Shop Pay.</p><p>You can chose these payment methods at checkout.</p><h3 id="do-you-offer-any-kind-of-pay-in-installments">Do you offer any kind of pay in installments?</h3><p>Sure do! We offer the option to pay 4 interest free installments for orders over $50 through Shop Pay.</p><p>Paypal also offers it&apos;s own pay in installments that we accept.</p><h3 id="i-received-an-error-saying-my-card-was-declined-but-there-is-a-charge-on-my-card">I received an error saying my card was declined but there is a charge on my card!</h3><p id="isPasted">It&apos;s ok this happens all the time!&#xA0;</p><p>This means your order was declined by our system&apos;s fraud detection because the billing address you provided did not match the information for that particular card.&#xA0;</p><p>This pending transaction will clear out within 24-48 hours, often sooner.&#xA0;</p><p>The best way to avoid this or correct this error is to check and/or correct your billing address.</p><p>Here&apos;s a simple breakdown of what happens:</p><ul><li style="font-size: 16px;">You enter your card number to pay for your order and that triggers your bank to OK the transaction and marks the transaction as pending.</li><li style="font-size: 16px;">Our system then denies the charge because some of the information you provided was incorrect.</li><li style="font-size: 16px;">That denied charge is then communicated back to your bank and the pending charge is returned to your account.</li></ul><p>A good thing to remember is that if you did not immediately receive a confirmation email or get directed to a thank you page this means that your order did not go through and will not show in our system.</p>

Payment

Find answers to frequently asked questions about shipping

<h3 id="where-do-you-ship">Where do you ship?</h3><p>We ship all over the world so long as you are a verified professional!</p><h3 id="do-you-offer-free-shipping">Do you offer free shipping?</h3><p>Yes we do. Most orders over $250 and shipping inside the lower 48 in the United States will ship free!</p><p>There are some exceptions however.</p><h3 id="whats-stopping-me-from-getting-free-shipping">What&apos;s stopping me from getting free shipping?</h3><p>Oversized products such as furniture, cases of product and gallons are excluded from free shipping due to their size. In this case you will be required to select a paid shipping method.</p><h3 id="how-expensive-is-it-to-ship-a-package-if-i-have-to-pay">How expensive is it to ship a package if I have to pay?</h3><p>Shipping costs vary so much from location to location and between services but we make sure to only charge you what the shipping companies charge us.&#xA0;</p><p>You will receive an accurate quote for shipping your order in the checkout</p><p>We take pride in negotiating the best rates we can from each carrier to help pass some savings to you.</p><h3 id="what-shipping-services-do-you-offer">What shipping services do you offer?</h3><p>We offer all of the most common services provided by USPS, UPS and FedEx</p><p>Internationally we offer multiple shipping services through both USPS and DHL.</p><p>All of the services available to you will be visible in the Shipping section of the checkout.</p><h3 id="how-can-i-track-my-package">How can I track my package?</h3><p>Once you have placed your order, we will send you a confirmation email to track the status of your order.</p><p>Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).</p><p>Additionally, you can track the status of your order from your &quot;order history&quot; section on your account page on the website.</p><h3 id="why-did-you-require-a-signature-for-my-package">Why did you require a signature for my package?</h3><p>With package theft and misdeliveries on the rise the best way that we could take action and ensure the safety of your shipment was to request a signature for delivery.</p><p><strong>All orders over $250.00 are shipped out with a signature required.</strong></p><h3 id="the-shipping-carrier-tried-to-make-a-delivery-and-i-missed-it-what-can-i-do">The shipping carrier tried to make a delivery and I missed it, what can I do?</h3><p>The carrier will attempt to deliver the package another a total of three times over the course of 3 business days before sending the package back to us.&#xA0;</p><h3 id="what-if-im-having-issues-with-my-delivery">What if I&apos;m having issues with my delivery?</h3><p>If you run into problems or need any help, give us a call Monday through Friday 9:30am to 6:00pm EST at 413-443-0618 and we will contact the carrier directly to either schedule another delivery or get the package delivered to a pick up address (ie Walgreens, UPS Store, FedEx Store etc.) closest to you so you can pick it up.</p><h3 id="will-i-pay-taxes-for-international-shipping">Will I pay taxes for international shipping?</h3><p>Import laws vary so much that it would be impossible for us to keep track of every country&apos;s laws.</p><p>Please be sure to check with your local customs office for any help with how to deal with importing tattoo supplies and what kind of costs you can expect.</p><p>Be sure to check out our <a href="https://needlejig.com/policies/shipping-policy">Shipping Policy</a> page for more information.</p><h3 id="can-you-mark-the-items-in-my-international-shipment-as-gifts">Can you mark the items in my international shipment as gifts?</h3><p>Absolutely not! Not only is it against the law in the US to do so we could face excessive fines if caught. The risk is not worth the reward, sorry.</p><h3 id="its-winter-and-i-want-to-ship-inks-what-do-i-do">It&apos;s winter and I want to ship inks, what do I do?</h3><p>If it gets below 30 degrees and you need ink or any other product that may be affected by freezing temperatures we will ship your order if it will take less that 72 hours to get to your destination.</p><p>Order your liquids at the beginning of the week to avoid your items being stuck on a freezing cold truck over the weekend</p><p>Choose an expedited shipping service such as FedEx Standard Overnight or UPS 2nd Day Air</p><p>If your order contains more than 10 bottles of ink we will include a 72 hour heat back to help keep your order from freezing</p><p>If your order has less than 10 bottles of ink we can include a heat pack for a $3.00 fee. Just give us a call 413-443-0618 and we can help you out with that.</p><p><br></p><p><br></p>

Shipping

Find answers to frequently asked questions about returns

<h3 id="do-you-accept-returns">Do you accept returns?</h3><p>Due to the nature of our business we must refuse the returning of most items that are not defective from the manufacturer.&#xA0;</p><p>We do offer some exchange opportunities for unopened factory sealed Needlejig products only.</p><p>Head over to our Returns and Refund policy by clicking <a href="https://needlejig.com/policies/refund-policy">here</a> to check out our full exchange process and applicable items.</p><h3 id="what-do-i-do-if-i-receive-a-defective-product">What do I do if I receive a defective product?</h3><p>Give us a call Monday through Friday between 9:30am and 6:00pm EST at 413-443-0618 and we will do our best to help you out.</p><p>Be sure to report any defects ASAP within 5 business days of receiving your shipment.</p><h3 id="the-machinepower-supply-i-bought-from-you-is-not-working-anymore-but-is-under-warranty-what-do-i-do">The machine/power supply I bought from you is not working anymore but is under warranty, what do I do?</h3><p>If a product not produced by Needlejig is having troubles we ask that you reach out to the manufacturer of that product directly.&#xA0;</p><p>They are the ones that can handle any warranty claims the quickest and often times are the only ones who can make repairs to the defective item.</p><p>We do not recommend sending the item back to us or asking us to handle the return or repair process as that will only slow things down for you.&#xA0;</p><p>If that were to happen; you would ship the package to us, which takes time, then we would ship the package to the manufacturer, taking even more time and then the manufacturer would send that package back to us before we then ship it back to you all taking an enormous amount of time and costing you shipping charges for every step of the way. That was a headache just to type and I bet you didn&apos;t even read it so imagine dealing with that process. So it&apos;s best to get in touch with the manufacturer directly!</p><p>If you need the contact information of the manufacturer or are having issues getting in touch with them, please feel free to give us a call 413-443-0618. We would be more than happy to use our resources to help in any way we can.</p><p>If it is a product Needlejig produces give us a call 413-443-0618 and we will work with you to repair or replace the defective item.</p><p><br></p><p><br></p>

Returns

Find answers to other frequently asked questions

<h3 id="how-does-the-pin-points-rewards-program-work">How does the Pin Points rewards program work?</h3><p>The rewards program is very simple. All it takes is to sign up and place an order to get started.</p><p>For every $1 spent you will receive 1 point and they can add up quick.</p><p>250 Points - $5.00 off your next order</p><p>500 Points - $10.00 off your next order</p><p>1250 Points - $25.00 off your next order</p><p>2500 Points - $50.00 off your next order</p><p>And it keeps going up from there!</p><p>There are some other ways to earn as well such as Following us on our social medias or leaving a review. Check out our rewards menu by clicking <img src="https://uploads.gorgias.io/qgaXzxa01p7vDWOp/Rewards-156368ac-a5ac-4685-a6a6-d66946e1d6d1.jpg" style="width: 93px;" class="fr-fic fr-dii">on the bottom left of home page for more info!</p><p><br></p><h3 id="do-you-have-physical-stores">Do you have physical stores?</h3><p>We only have one physical location and that is in Pittsfield, Massachusetts. While we are not open to the general public we do allow verified customers to come pick up their orders and check out our NEW SHOWROOM!<img src="https://uploads.gorgias.io/qgaXzxa01p7vDWOp/PXL_20230309_211407888.MP_2-60d69540-d1f2-4add-9fde-77b5d2147de0.jpg" style="width: 300px;" class="fr-fic fr-dib"></p><h3 id="do-you-offer-sponsorships">Do you offer sponsorships?</h3><p>We do but it&apos;s not easy to get on that list. Check out the bottom of our <a href="https://expert.needlejig.com/sponsored-artist-page-5769?ref=t99ywmylssvto">Sponsored Artist</a> page for all the details.&#xA0;</p>

Other

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