Customer Service Commitment & Support

Since the inception of Sure-Fit Designs™ in 1982, we’ve believed that our customers are the single most important feature of our business.  Therefore we have established a goal that commits us to providing a level of service that is unprecedented and outrageous in today’s business world. To achieve that goal we must be attentive to your needs, quick to respond, and strive to achieve effective solutions.  In our efforts and commitment to meet our goal of outrageous customer service, we require your assistance.  
 
First, If you have purchased the Sure-Fit Designs kits from one of our international distributors, please contact your respective distributor.
By Email:
1. South Africa– elsabe@surefitdesigns.co.za.  
2. UK/Ireland/EU - info@surefitdesigns.co.uk.
3. Australia/NZ - martha@surefitdesigns.com.au.
You can generally expect a response within 24 hours, Monday through Friday.  If you haven’t received a reply within that time, your email may have inadvertently been filed in the Spam folder.
For the USA & Canada, there are 3 ways to contact for support:
1. By Phone - 541-344-0422 – Mountain Standard Time.  Please be aware of the time zone differences when you call.  Office hours are generally 8 AM to 5 PM Monday through Friday.
2. By FaceTime/Skype – (sure.fit.designs) - Facetime/Skype consultations can be booked by clicking here. There will be a nominal fee depending on length of time required.
3. By Email – info@surefitdesigns.com.  You can generally expect a response within 24 hours, during weekdays.  If you haven’t received a reply within that time, your email may have inadvertently been filed in the Spam folder.  Our service consists of 3 'courtesy' emails and then we ask that you book a virtual session/meeting consultation.  Click here to book.  Make sure you include clear photos of front, back and side views.
We now have both a BODICE Photo Guide and a PANTS Photo Guide.
Please read this Bodice Photo Guide-CLICK HERE prior to sending photos.
Read/download this Pants Photo Guide - CLICK HERE prior to sending photos.
Watch this short video below for Bodice photo examples:
 
Watch this short video below for Pants photo examples:
 
Second, please help me help you by providing the following:
1. Please watch this video next.  Evaluate all variables and that you have drawn, cut and sewn your pattern accurately. 
Then, if you still need help, provide:
2. A short, concise, clear description of the question or issue.
 
3. For test muslin fitting assistance via email, please provide photos of front, back and side views.  ‘A picture is worth a thousand words’ and I don’t want to second guess what you are trying to describe.   Please click on this Photo Guide for sending photos to your distributor when you require fitting assistance.  It's very important that your photos are of good quality and in a format that makes it easier for us to evaluate, analyze your issue(s) and offer suggestions.
Dress/Bodice Preparation:
4. For the Dress bodice/skirt muslin, make sure that the sleeves are set in (basted rather than permanently stitched and with a short sleeve is fine), that the neck has been clipped to the staystitching, and that it has been pinned closed up to your neckline.
5. Please make sure you’ve watched this dress bodice muslin sewing/testing tutorial so that you understand the basics of sewing a test muslin.
Pants Preparation:
6. For the Pants muslin test, follow the directions on page 11 of the Pants Kit Instruction Book.  That is, make sure that you’ve at least basted on the waistband.  If you don’t have the zipper inserted, make sure they are evenly pinned closed at the zipper opening.   Make sure that the creases in front and back legs are pressed and that the hem is turned up and at least pinned if not basted. Please download this Pants Photo Guide and follow the directions prior to sending your photos to your distributor.
Shirt Preparation:
7. For the Shirt muslin test, make sure sleeves are stitched/basted in and that CF is pinned closed.  The neck edge has been clipped to the staystitching.  A collar is not required.
 

NOTICE:  It is our goal at Sure-Fit Designs™ to provide our customers with fast and effective customer support.  That commitment includes responding to phone calls or emails generally within a 24 hour turn-around period during weekdays, when possible.

These services are provided as a “courtesy” to our customers on a best efforts and on a no-cost basis for the first 3 emails requests - whether for fitting or sewing related questions.  After this, you are welcome to book a virtual session/meeting with Glenda the Good Stitch.  Click here to book. 

While we strive to provide these services on a 7-day per week basis, please understand that we are not a “huge” company and do not have a call center answering phones or providing email support.  There is a limit to what we can structurally or humanly provide.  Additionally there are rare but bizarre circumstances like storms, power outages, downed Internet or if we are on a trip or not available due to illness, private client workshops or conducting Retreats, when our response time may differ from our goal. 

We will provide what is reasonable for support, however realize that there are limitations, and many of your fitting and/or sewing questions may already be addressed in our extensive DVD course options (found on this page - https://surefitdesigns.com/collections/dvd-courses-tutorials), the Article and Video Library at www.SFDLearningCenter.com, and in www.SewFitAcademyOnline.com.  We encourage you to check these resources first.  Also check in www.YouTube.com as there is a wealth of information there.  We ask for your indulgence in understanding our limitations.

We wish you many hours of successful fitting and sewing!

 
Glenda...the Good Stitch!
Glenda the Good Stitch