SHIPPING & FAQ
Do you ship internationally?
Yes, we offer the following shipping rates:
Canada: $8.00 (tracking included) on orders over $28.00 (If under this amount shipping is $15.00)
United States: $8.00 (tracking included) on orders over $28.00 (If under this amount shipping is $20.00)
International: $20.00 (no tracking)
International Tracked Packet: $60.00
Prices are subject to change. Purchaser is responsible for any additional shipping charges (ex. customs fees, duties, taxes).
I did not receive a tracking number for my package, can you send one?
Only orders shipped within Canada or the US will automatically receive a tracking number. If you are an international buyer you need to choose the tracked shipping option to receive a tracking number.
When will I receive my order?
Below are estimates of our processing time, however once your items are in post we have no control of when you will receive your delivery.
Dyed to Order Yarn: There is a process time of approx 2-4 weeks before dyed to order quantities of yarn are ready for shipping. You will be notified when your order has been shipped.
Ready to Ship Yarn: This yarn is packaged and sent in 3-5 business days. If you purchase dyed to order yarn along with a ready to ship item the 2-4 week process time applies.
Once your order is in the post we have no control of how long it will take to be delivered to you, however you will be updated if you have a tracking number. Below are some general estimates:
Domestic (Canada): 2-5 business days
US: 5-7 business days
International (without tracking): 6-12 weeks
International tracked: 11-14 business days
Digital Patterns: Patterns can be downloaded immediately after purchase.
I'm having difficulty ordering. Can I place my order over the phone?
Since we ship internationally with different time zones it's not practical to take orders over the phone, however we are more than willing to offer assistance. We can take your order through email and send you a Paypal invoice for payment.
Can you cake or wind my yarn into a ball before shipping?
At this time we do not offer that service.
Do you offer wholesale pricing?
We offer wholesale pricing for select shops.
The minimum order is 50 skeins. If you are a shop owner contact us and we will provide more information.
What is your return Policy?
If there was a mistake on our part in not shipping the correct items (see Important Note below) then send us an email and we will contact you with further instructions. If it is determined the item will be returned and a refund given the items must be sent back in there original condition (meaning they can be resold) and when we receive it we will issue a full refund including shipping. If the item can not be resold it will be returned to you and no refund will be given.
Items can be returned even though their is no mistake or fault with the product. You have 14 days form when you receive your order to notify us that you will be returning the product. Remember that the item must be in its original condition, meaning it can be resold in order to receive a refund and this refund is for the product only, not the shipping cost. The return shipping is at your expense and if the returned product goes missing in transit you are to pursue your postage provider for compensation as the product still belongs to you until the refund is given.
Original condition means: Returned in same clear packaging, free of smoke and animal hair, tags attached, not untwisted, wound into a ball or worked from, etc... In other words we should be able to put it right back on the shelf for resale.
We do not provide refunds or exchanges for sale items and custom orders.
Can I exchange an item?
An item can be exchanged as long as it is in it's original condition meaning it can be resold. Buyer is responsible for cost of shipping it back and any delays or problems that may occur while being returned is the responsibility of the buyer to sort out. Until the item reaches us it is still the property of the buyer and we are not responsible for it. Usual shipping costs will be charged for the exchanged items.
Important Note: Make Sure the Information you Submit is Accurate
Please review and check your order and personal information for accuracy before sending to us.
We are not responsible for any delays or misdirected shipments or the sending of wrong product because of failure on your part to provide accurate information and under these circumstances are under no obligation to replace, refund or compensate for product you may or may not have received. However if possible we do our best to come up with a solution that is fare for both parties.