Have a question - read on!
Below are the top 20 Questions People ask us!
I don't like the color - can I send this order back and exchange it? We do not accept items for exchange except in the case of errors or gifts. Please just place an order for your new color, and return the original item for credit using our RETURN info on this page: RETURNS
May I return my order?
Yes, within 30 days we will simply credit your payment method for the returned items. After 30 days you will receive a store credit. Wound, opened, or special order items are not returnable. Please allow 14 days from the time we receive your return for credits to be processed.
My card was billed before you shipped me my order - why? 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 try and ship all orders within 1-3 business days - this varies from time to time, due to matched lot or inventory errors, but we generally stick to this schedule as much as possible. If there is a probelm, we'll contact you as soon as we can, usually within 24 hours. If you don't hear from us within 1-3 days - 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 EXPRESS shipping!
Do you run out of yarn?
All the time! However, when we get down to 10 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, they may all be from different lots. In these cases, we'l contact you within 24 hours or so of your order and let you know that we are ordering a matched lot batch for you.
Will you backorder me?
In general, we ship whatever we have and 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.
I'm overseas, what about customs?
There is just no good answer to this - we offer first class international, priority and express shipping overseas. First class is a great deal, but there is NO GUARANTEE on how long it will take. We also cannot do not control the customs charges - we put the lowest value on your shipment that is LEGAL - we will not lie about the value of a package. We could get in big big trouble and not be allowed to ship overseas if we do.
Still have questions? Use the link at the top of any page to chat with us, or, if we're not online, send an email instantly!