- what are your return/exchange policies?
- Do you do custom orders?
- What forms of payment do you accept?
- How long will my order take to arrive?
- How do Custom Orders work?
- Where do you ship to?
- I want sock club! I want yarn club! How do I get in?
- How accurate is the color of the yarn/fiber/product in the photo?
- I want to make a large project. How can I ensure the same dyelot of a yarn?
- How will you protect my private information when I place an order?
- My yarn arrived in the mail in a box for a different product? Why is this?
- Do you accept wholesale accounts?
what are your return/exchange policies? TOP
We hold customer service very highly here! We want you to be happy with your purchase! We will accept returns within 7 days of your receiving your
order but please note it will be at our discretion. Product must be in
its original packaging and condition with bands/labels intact. You must
pay for the return shipping and we cannot refund the original shipping to
you but the purchase price of the item will be refunded to you in full,
or if you would rather an exchange, please feel free to contact us and
we'll make arrangements.
If we make the mistake and send you red yarn
instead of blue yarn, for example, we will rectify this ASAP with no
extra cost to you. not even shipping. Just send us an email via the contact us form! We cannot accept returns on yarn wound into balls
whether by us or by the purchaser.
Do you do custom orders? TOP
Yup! We do custom orders on all our products! If you see a color you like anywhere and you would like it in a different yarn weight or fiber, contact me via the contact page and Ill send you a custom order form, its that easy!
What forms of payment do you accept? TOP
We accept Paypal and credit card via paypal. You do not need a paypal account to use a credit card via paypal. For more information, please visit www.paypal.com.
How long will my order take to arrive? TOP
Well, that all depends on where you live. We ship out orders within 48 hours of receiving it. We use canada post Air Mail small packet for most packages so it usually arrives in about 7-10days in Canada or the States. Custom orders, take a little longer to prepare but ship as soon as its dyed dried and packaged. ( see how long for a custom order FAQ)
How do Custom Orders work? TOP
Custom orders are great! If you see something you like in the FO gallery or in another yarn but want it in a sock yarn or lace weight ( for example), you just contact us via the contact link telling us what you would like done and how many items you would like and we send you an invoice! Custom orders take a little longer than stock already available and we will give you an accurate time frame when we send you your confirmation of payment.When your order ships, you recieve an email saying its in the mail!
Where do you ship to? TOP
We will ship to anywhere the post will go! You just pick your country from the drop down list in the checkout area and it'll calculate your shipping! If you dont see your country in the drop down list, contact us and we'll send you a revised invoice with shipping to your country!
I want sock club! I want yarn club! How do I get in? TOP
Sock and yarn clubs are ongoing memberships. Slots are open until capacity is reached and as slots become available or a new capacity is decided upon, they will show up again! Sock and Yarn clubs are available in 3 month, 6 month and 12 month subscriptions and include lots of goodies so sign up quick to reserve your spot!
How accurate is the color of the yarn/fiber/product in the photo? TOP
We take all our photos in natural daylight. Sometimes the background "white" will even look different from photo to photo. This is because we try our best to get the fiber color of the product to be just as we see it in real life as that is the important part! We try our best to get the products on the website looking like they do in real life, but different monitors displays color differently. We, unfortunately, cannot be responsible for color differences due to your monitor.
I want to make a large project. How can I ensure the same dyelot of a yarn? TOP
Regular stock dyelots are small and although they are dyed in small batches, hand dyed and hand painted skeins within the dyelot will not be 100% matched. To ensure the most similarity in your project, place a custom order for your yarn requirements for your project. We can get ensure that your yarn is dyed all together at the same time that way your project can be what you want it to be. Your custom order can by anything you see on the site, or your own conoction of colour combinations.
Please remember that hand dyed yarns do take a little planning to optimize their potential and to minimize any unwanted pooling or flashing, ( although there is nothing wrong with pooling!) alternate skeins every couple rows while knitting.
How will you protect my private information when I place an order? TOP
The information that you provide when you order is private. Any information we collect from you to fill your order is encrypted with SSL secure payment technology. For your protection we do not allow unsecure transactions. We respect your privacy here and will not share, rent, sell or otherwise infringe on your privacy in any way when you place an order with us. Your private information is safe and protected with us and will only be used to fill your order. If you have any questions regarding your personal information, feel free to contact us via the contact link on the web page.
My yarn arrived in the mail in a box for a different product? Why is this? TOP
We believe that our Earth is a very precious thing and aim to help in any way we can. We reuse what we can and recycle where ever possible. We re-use boxes and plastic packaging that are normally thrown away in landfills. Some of the boxes we use even are from recycled materials themselves! Even the labels are from partly recycled paper!! Our yellow mailers are also made from recycled materials!
Don't despair, it may come in a DVD player box or some other sort of box, but rest assured your yarn is safe and free of any contaminants. We must all do our part. We do what we can to keep our Earth OURS!!
Do you accept wholesale accounts? TOP
Yes! Inquiring about a wholesale account is simple- click the CONTACT button on the top left hand menu bar and write in your inquiry with your email address. You will then be sent a wholesale package within 24 hours. Please note that you must be a retailer with valid tax resale qualifications.