FAQ

I DON'T LIKE THE COLOR—CAN I SEND THIS ORDER BACK AND EXCHANGE IT?

Of course we want you to have yarn you love. To avoid mix-ups, We ask that you simply repurchase what you want, and return the ones you don't want for credit. If you don't mind a bit of a wait for processing—you may mail the ones you have back to us and we'll swap out the color for you. Please ship with tracking and send a clear note! See returns info below.

MAY I RETURN MY ORDER?

Yes, within 30 days we will simply credit your payment method for the returned items. Any in stock item may be returned for a refund as long as it comes back to us within 30 days and is in salable condition--items must be unused, unopened, unwound. Items returned after 30 days will be accepted for store credit only. Special orders are not returnable. Please use our return form to authorize your return. We will email you upon receipt and confirmation of your credit/purchase refund.

Please note: USE A TRACKABLE FORM OF SHIPMENT or we CANNOT GUARANTEE CREDIT! For shipping and return information, please visit our RETURNS PAGE.

MY CARD WAS BILLED BEFORE YOU SHIPPED ME MY ORDER—WHY?

Our System processes payment at the time you place your order. Since most orders ship within a day or two, this works for most people. Our system does not allow us to process an order without billing at the same time. If you do not agree with this, then please do not order with us—right now, we can't change this—though we are working on a system that will allow us to authorize an order and push the charge thru at the time of shipment.

HOW FAST DO YOU SHIP?

We usually ship within 1-3 business days—this varies from time to time, but we generally stick to this schedule as much as possible. If there is a problem, we try and contact you as soon as we know—if you don't hear from us within 24/48 hours either with a question about your order, or a pulled and shipping notification, please do contact us!

CAN I GET IT FASTER?

If you need it faster—please choose one of the following: EXPRESS (same day shipping with next day delivery) or SHIP IT TODAY (same day shipping and priority delivery)

DO YOU RUN OUT OF YARN?

All the time! However, when we get low on any fiber or color skeins, we have already reordered. What happens more frequently is that we do not have a matched LOT. We may have 10 skeins, but because of people buying one or two at a time, our stock may be from different lots. In these cases, we'll contact you within 24 hours or so of your order and let you know that we are ordering a matched lot batch for you and what the time frame for shipping will be.

WILL YOU BACKORDER ME?

In general, we ship whatever we have in stock—and then backorder items that take longer than a day or so to come back into stock. If it's obviously all for one project, we generally hold the order—and we always let you know and offer you the option of partial shipments. We cover the backorder shipping charges.

Still have questions or want to chat with us—send an email.