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FAQs

Our Location:
Our company owned headquarters is located at 16214 Nordhoff Street, North Hills, California 91343.  Right in the heart of the San Fernando Valley, City of Los Angeles.  We are minutes from Universal Studios and Cal State University Northridge.  Come visit on your next trip to Los Angeles.

Talk to Us:
You can contact us in the following ways:
Phone:  818-332-7777     Toll-free 866-429-3432   Fax:  818-435-2844  Email: care@kneedle.com

Snail Mail  16214 Nordhoff Street, North Hills, CA 91343 USA

Company Info:
Kneedle.com is the online presence of Sewing Machine Warehouse.  Wholly owned by Marcatus, Inc. a California corporation, registered in 1998.

Our Staff:
We have been in business since 1976. Our founder, Scott Goodman, has been working in this industry since 1965.

Justin Goodman, Corporate Counsel, Since 2009
Victoria Goodman, Administrative Assistant, Since 2007
Manuel Ramirez, Electronic & Industrial Technician, Since 2000
June MacNamara, Sales Associate, Since 2008
Cindy Bloom, Instructor, Since 2010
Jennifer Anderson, Sales Associate, Since 2011
Jeanette Rigali, Sales Associate, Since 2014

Low Price Guarantee:
Your value is assured!   We guarantee prices on all that we sell and will match advertised prices from any website, publication or local store (No Auctions). If you find a lower advertised price on day of your purchase, simply email or fax us a copy of the advertisement and we will match it. Items must be the identical model in comparable condition and must be physically available for purchase. Availability, shipping and taxes will be included in our price match decision. The item must be offered by a factory authorized retailer with appropriate warranty.  Proof of lower advertised price must be received within five days of your purchase.

Product Specifications:
Because our product is intended for U.S. consumption, all electrical items and/or components are designed to operate on 110 volts unless otherwise specified in the description.

Website Errors
Our Website may contain errors, may have missing information, or may not be up to date. We reserve the right to correct any errors or omissions, and to update information at any time without prior notice. Corrections or updates may occur after you have submitted an order from our Website. In that event, we will attempt to contact you with the correct information before processing your order. If we are unable to contact you with the correct information, then you may return the item according to our return policy. If an item is listed at an incorrect price or with incorrect information, then at our sole discretion we reserve the right to refuse orders for that item, contact you for instructions, or cancel your order and notify you of the cancellation. We reserve the right to limit quantities, even after you have submitted an order from our Website. We apologize for any inconvenience that this may cause you.

100% Customer Satisfaction Guarantee: 
Your satisfaction is our top priority. We are committed to providing you with the best on-line shopping experience in the business.

Accepted Forms of Payment:
All prices listed are in U.S. Dollars.  We accept Visa, MasterCard, American Express, Discover cards, PayPal, Google Checkout, Synchrony Financing, cashier's check, purchase orders, verified fund transfers and eCheck.  We can help with Lay-a-way and other payment options.

Special Terms:
On approval of your good credit, we can offer terms from “6 months-Deferred Interest” to “One Year No Interest”.

Sales Tax:
Orders shipped to addresses outside the state of California are not charged sales tax. Sales tax at the rate of 8.75% is applied to all orders being shipped within California.

Order Processing and Shipping:
We will ship to the United States and Canada. Within the continental United States (the contiguous 48 states), shipping is FREE on orders over $199 and will be shipped UPS Ground. Orders being shipped to Hawaii, Alaska, and Canada are not eligible for free shipping. Shipping rates may be calculated by clicking the Checkout button in the shopping cart.

Free shipping does NOT apply to any item that requires freight ground delivery. On all orders that require freight ground delivery, we will immediately contact you by phone to give you the freight charges.

All orders will be processed within 24-72 hours. Orders placed on Friday before 3pm Pacific time will usually be shipped the same day. Orders placed on Friday after 3pm, Saturday, and Sunday are processed on Monday/Tuesday and shipped out at the latest Tuesday/Wednesday. Processing and shipping does not take place on holidays.

Our inventory can fluctuate throughout the day, so an item indicated as “in stock” when you place your order may, in fact, be out of stock.  In this event, we make every effort to contact you by email immediately to notify you that your order will be placed on backorder. The email will also provide you with information on how to cancel the order if you would prefer not to wait for the item to be in stock again.

Most out of stock items are in stock again within two (2) weeks.  Certain items for sale on our site are not kept in inventory, but can be special ordered for you and shipped within two (2) weeks. If you select one of these items, your checkout page will indicate the actual shipping date. If the shipping date is not acceptable, you may cancel the item before confirming your order.

Return/Refund/Cancellation Policy:
Returns can be made within 30-days for most items on our website*. Call us for a Return Authorization number, and we will give you proper instruction on returning your purchase.  Do not return an item without a Return Authorization Number.
Unopened merchandise may be exchanged or refunded. "Unopened" means that the contents have not been removed from its packaging, and all factory seals are unbroken.

OPENED merchandise may be returned for store credit less a 15% restocking fee. Merchandise must be returned double boxed in its original factory carton (undamaged unit, Styrofoam, warranty card, instruction manual and all included accessories).

Order Cancellation Policy:
To cancel an order you have placed with Kneedle.com, you must contact customer support
by email ( care@kneedle.com) or by phone (866-429-3422).

Every effort will be made to accommodate the cancellation of your order as long as it has not yet shipped.

When contacting customer support to cancel an order, please be ready to provide your name,
the order number, and your contact information.

Please note that if the item has shipped, the order cannot be canceled. In this case, you can request to return the item for a refund (minus shipping costs).
 
Shipping costs on the original purchase are non-refundable. Items originally purchased with Free Shipping will have standard ground shipping fees deducted from the refund. Any item purchased with GE MONEY Financing qualifies for a store credit or an exchange of equal or greater value.

Extended Warranties are non-refundable, and items with free Extended Warranties will have the retail price of the Extended Warranty deducted from the refund.

If you receive an item that is defective or incorrect, notify us to receive a Return Authorization number and arrange for a return or exchange. We will provide you with a return label when you receive your Return Authorization number. The customer must pre-pay the cost of shipping the item back to us, but when we inspect the item and verify that there was a mistake on our part or a manufacturer defect, we will reimburse the cost of shipping the product. We will ship replacement items to the customer at our expense.

Returned merchandise will be scrutinized for any use, damage, or missing accessories. You will be charged for any missing pieces.
* The following items are non-returnable:

Any item without original packaging
Computer software and/or hardware
All sewing Furniture and accessories, Cabinet Inserts, and Quilting Table Extensions
Extended Warranties
All opened sewing machine parts or accessories
All notions
All thread
Any special order items
All items requiring freight delivery

We are not responsible for part incompatibility if you provide us with incorrect or incomplete brand or model information. You may exchange incompatible products, but the shipping & handling costs shall be at the customer's expense.

If you receive the correct item, without defect, and you decide not to keep it, we will accept the unopened item for store credit less 15% restocking fee. The customer will be responsible for all shipping & handling costs.

Note: Unless specifically stated as "industrial", the sewing machines and vacuums we sell are not intended for commercial use. Any commercial use of a home sewing machine or vacuum cleaner constitutes abuse of the product and will void all warranties, including the 30 day return policy.

Privacy Policy:
This privacy notice discloses the customer privacy practices of Kneedle.com. This privacy notice applies solely to information collected by this web site.  It will notify you of the following:

What personally identifiable information is collected from you through the web site, how it is used and with whom it may be shared.
What choices are available to you regarding the use of your data.
The security procedures in place to protect the use of your information.
How you can correct any inaccuracies in the information
Information Collection, Use, and Sharing
Kneedle.com is the sole owner of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

Your Access to and Control Over Information
You may opt out of any future contacts from us at any time.  You can do the following at any time by contacting us via the email address or phone number given on our website:

See what data we have about you, if any.
Change/correct any data we have about you.
Have us delete any data we have about you.
Express any concern you have about our use of your data.

Security:
We take precautions to protect your information.  When you submit sensitive information via the website, your information is protected both online and offline.

Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way.  You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.

While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information.  The computers/servers in which we store personally identifiable information are kept in a secure environment.

If you feel that we are not abiding by this privacy policy, you should contact us immediately via telephone at 866-429-3432 or click here to send email.


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