Questions the loft hears most.
The same answers the site helper gives, each linked to the page it comes from.
Orders and delivery
How does shipping work, and do you ship internationally?
Orders ship by ground from the loft, and the rate for your address is worked out at checkout. Prices are in US dollars. Import VAT, duties and carrier fees are paid by the recipient on delivery. Shipping times are estimates, so inspect your delivery when it arrives and report any damage or shortage within 7 days.
From Delivery & Returns
Can I pick up my order at the loft?
At checkout you can choose Pick up at the loft instead of a carrier. The loft is at 270 Madison Ave, Suite 1801, New York, NY 10016.
From Contact
How can I pay?
Checkout takes cards, and express wallets such as Apple Pay or Google Pay when your device offers them, through our payment processor, Stripe. Card details go directly to Stripe and never touch our servers. Prices are in US dollars.
From Privacy Policy
Where can I see my orders and quotes?
Sign in on the Account page with the email you order with: the loft sends a 6-digit code, no password needed. Your account shows your orders, invoices and quotes, and your saved boats. The loft also emails you about your order, such as confirmations and shipping notices.
From Your account
Returns and warranty
What is your returns policy?
Unworn, unwashed apparel and unused gear can come back within 30 days of delivery for a full refund to your original payment method, and return shipping is on us. Exchanges work the same way: send it back and order the right size. Once your return reaches the loft, the refund is issued within 5 business days. Custom and made-to-order work, including sails, is built for your boat and cannot be returned except for a defect. To start a return, reply to your order confirmation email with your order number and the loft will send you a prepaid return label.
What if a size does not fit?
Each clothing page lists its sizes and has a Size guide link that asks the loft about the fit of that piece. If a size turns out wrong, unworn apparel can be exchanged within 30 days of delivery, and return shipping is on us.
From Size guide
What does the warranty cover?
Apparel and soft goods from the shop carry a two year warranty against defects in materials and workmanship. Custom sails, rigging and carbon components are warranted against defects for one year from delivery, with the terms confirmed in writing with your quote. Racing damage, chafe, UV degradation and improper storage are not covered, but the loft repairs those too. For a claim, send a photo and your order number to [email protected].
From Warranty
Sails and rope
How do I get a quote for a custom sail?
Ready-built one-design sails are in the shop; custom racing and cruising sails start with a quote. Fill in the quote form with your boat and the sail (one request can cover a whole inventory). You get a confirmation email, and the loft replies with cloth options and pricing.
From Sail Quotes
How should I size and care for rope?
Published breaking loads are for new rope tested in a laboratory, not a working load: size working loads to no more than 20 percent of the published breaking load, and lower again for shock loads. A knot can cut a line's strength by more than half. Wash lines in fresh water, dry them in open air away from direct heat, and store them dark and dry. Re-splice, downgrade or retire any line that shows wear, and keep Dyneema cores below 50 degrees Celsius.
From Rope Care & Safety
Not answered here?
Ask the helper (Need a hand?, bottom right), or write to the loft at [email protected] and a person replies.