In any business, there are often opportunities for confusion and miscommunication between the client (you) and the person doing the work (me).  In order to help circumvent some of these problems, I have developed the following policies and procedures.  

1.  99% of all quilting completed by HHQ is computer-guided.  While the primary purpose of the computer is to guide the sewing machine through intricate patterns with a greater accuracy, it is not perfect and often requires human intervention to keep things running according to plan.

Because of this computer/human interaction, quilting designs may vary in small (and often unnoticeable) ways from the pictures in the design gallery.  These variations are not flaws.  They are hallmarks of a unique and one-of-a-kind quilt.

2.  If your quilt is used for public display, entered into a contest (such as a state fair), or used for fundraising (auctions, raffles, etc.), please give appropriate credit to HHQ as your quilter.

3.  HHQ cannot be held responsible for quilting problems that are related to the quality of piecing practices used in creation of the quilt top and backing (if applicable).

4.  If your quilt has charms, buttons, or other protruding embellishments, please do not attach them until HHQ has finished all quilting and additional services.

5.  All quilts shipped from HHQ will be insured.  

If the package you sent us was insured, we'll add the total cost of all services performed by HHQ to the original insurance value.  If the package was not insured, we will contact you prior to shipping.

Please please please please insure your quilt top & materials when you ship them to HHQ.  HHQ will NOT be responsible if your quilt arrives with damage incurred during shipping.  However, we will be happy to assist you in documenting any damage that occurs with photographic evidence.  

Consider the price of the materials and the cost of labor when calculating this value; a clerk at your preferred shipping company can help you determine this value.  

6.  HHQ guarantees the quality of all work performed.

However, in the event you find any defect or problem with the quilting and/or services rendered, you have 72 hours from the confirmation of receipt* to notify HHQ.  We will strive to use whatever reasonable methods available to rectify the situation.  In the event this is not possible, HHQ will issue a credit for the cost of quilting labor only; no other charges will be eligible for this credit. The credit is good for 90 days.

*Confirmation of receipt is defined as follows:
  • If quilt is picked up directly from HHQ, the time quilt departs HHQ premises.
  • If quilt is shipped, the date/time of delivery confirmation provided by shipping company.

7.  In the event that the quilt top requires adjustments to allow for quilting or if HHQ identifies a possible issue that may require an adjustment to the quilting plan, the client will be contacted immediately to determine the best course of action.

HHQ will not alter any quilt top without express written permission from the client.  In the event that an alteration to the quilt top is required, HHQ will take the following steps:
  1. HHQ will provide the client, in writing, an explanation of the situation requiring alternations.  If possible, HHQ will include photographs with this explanation.
  2. If the client chooses, HHQ will arrange to return the quilt top and related materials to the client at the client's expense.  The quilt top and all materials will be insured (see #5 above).
  3. HHQ and the client will work together to reschedule the quilt for a later date.  Client will be responsible for ensuring all necessary alterations are completed and quilt top and materials are returned to HHQ in sufficient time for the rescheduled appointment.
  4. If possible, HHQ may arrange to make alterations to the quilt top.  In order for HHQ to do so, the client will provide approval in writing to these alterations.  HHQ will charge an alteration fee for performing these client-approved alterations; this fee will be determined on a case-by-case basis and will not be less than $50.  Photographic evidence of alternations will be provided and written client approval will be required prior to the quilt top being placed on The Six for quilting.

8.  Should the client elect to have HHQ make the decisions regarding quilt pattern design, thread color, or other options used in the completion of the quilt, the client may not use these choices as a basis of issue when lodging a complaint or grievance with HHQ.  

If you choose to let me choose, then you have made a choice.

Any complaint or issue with the quilting and additional services must be related to the quality of the work and not the choices you allowed me to make on your behalf.