??????Frequently Asked Questions??????
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Rubenstein Bros. (Western) Ltd. and Sewing and Embroidery Warehouse endeavours to provide current and accurate information including correct pricing on their web site. However, misprints and / or errors do occur. We reserve the right to cancel, reject or correct any orders that display incorrect pricing

Q: Where are you located?
A: We are located in Winnipeg, Manitoba, and Richmond, British Columbia Canada. The domestic sewing machine cabinets may be shipped from our manufacturer in Alberta.

Q: What is your return goods policy?
A:Your money will be refunded for goods if returned within 7 days of purchase and the boxes are unopened. Proof of purchase is required.

Q: How long have you been in business?
A: Our Parent Company Rubenstein Bros. (Western) Ltd. has been in operation for 139 years selling Industrial Sewing Machines to the garment trade.

Q: How long does it take to get my order?
A: We ship all items in stock within a 24 hour period. Back ordered items will be shipped within 1 month of order. If the goods are on back order for a longer period of time, you will be notified. Please allow an additional 3-4 days for freight delivery.

Q: How can I be sure that I will get my order?
A: All on line orders with email addresses are automatically confirmed by return email. You can request a fax confirmation of order, or phone us (1-800-665-8958) for a confirmation. We will gladly supply you with a Canada Post tracking number, so you will be able to follow your shipment to your door.

Q: How can I be guaranteed that the machine I am getting will be new?
A: All machines come in sealed cartons from the factory. Unless you want us to open the carton and prep the machine (sew-off) before shipping the carton will be factory sealed. (Additional charges for prepping apply).

Q: Is there a minimum billing charge?
A: Yes there is, $25.00 and that does not include the freight or handling charge.

Q: How long are the prices quoted on the web site good for?
A: Prices are subject to change without notice depending on supply.

Q: Do you add Sales Tax?
A: All orders will be GST taxed at 5%. You will be Provincially taxed if applicable in your area.

Q: What are your warranty periods?
A: For most sewing machine products, we honour the manufacturers' warranty. Please refer to your enclosed warranty card for warranty information.

Q: What do the Manufacturers warranty?
A:Please refer to the manufacturers' warranty or their websites for warranty information.

Q:What is the procedure for warranty, replacement or repair of items?
A: Our warranty provides protection again manufacturer's defect in material and workmanship. It does not include normal wear and tear of merchandise. If there is a defective component please contact us for a return authorization number along with a copy of the original invoice or bill of sale. We will make available the replacement component free of charge. Your responsibility includes all freight charges related to the faulty goods.

Q: How do I ship my machine back for repair?
A:All machines should come to us freight prepaid and should be packaged in the original box or packing.This helps in protection against damage.

Q: Will a local dealer service a machine purchased from Sewing and Embroidery Warehouse?
A: No. We will service and re-deliver any home sewing machines we have sold needing warranty service within the first 90 days at our cost.

Q: Do you sell more then just sewing machines?
A: Yes. We also handle a wide range of thread, sewing supplies and embroidery supplies. Please do not hesitate to ask about special requests for products, not found on our web pages. Please keep in mind that we have a $25.00 minimum billing charge.

Q: Do you send machines out on trial?
A: No. However, if we have a demo model in our showroom that can be shipped from open stock, we would sell that at a discounted price. Once the cartons are open, we cannot sell it as new.

Q: How do I learn to use my machine?
A: If you find that the instruction manual is not adequate for your needs, inquire about availability of instructional videos, or workbooks, etc, that might apply to your model of machine. You can call customer service 1-800-665-8958 (Winnipeg) or 1-888-739-1864 (Richmond) or e-mail Kevin Price. We can solve almost all operational, mechanical, or technical service problems via the above.

Q: If there is a error in pricing or something wrong with my order what will happen?
A: All price, products and promotions are subject to change without notice, but you will be informed of any changes that were not on the web at the time you placed your order. If we make a mistake, we will correct it.

Q: Do you run a sales event?
A: Our prices are every day low prices, but further discounts will be applied if you take advantage of our Monthly Specials that will be featured on the front page of our Website. We try to pass on all savings to our customers, when they come our way!

Q: How long will my machine last before it needs replacement?
A: It depends on the use, and maintenance. We do not recommend fixing machines where the repair cost exceeds the blue book value of that machine.

Q: If I need my machine repaired, how do I know your mechanics are qualified?
A: All our mechanics have been in this line of business for over 25 years, and have been with our Company for over 15 years.

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