Does my order come with tracking and/or insurance? First Class Mail is not insured; however Priority mail comes with $50 of shipping insurance. Tracking within the U.S. is available and will be sent to your email once shipped. Any claims filed for lost packages must be made by purchaser (usps.com), I am not responsible for lost packages or delays. International mail is not insured nor is tracking available beyond U.S. borders. You can expect an international package to be delivered anywhere from 3-6 weeks once shipped (not ordered). If your package hasn’t arrived after the 6 week point please contact me. I will do what I am able. I have no control over your package once it’s left my hands.
Claims must be filed by you, the recipient, through USPS. As per USPS guidelines, once the package is picked up by the postal service the ownership of that package is now yours. I have no control of claims filed as I’m no longer considered the owner.
What are your international shipping rates?
International shipping rates to Canada can range from $11.50 - $32.50. All other international orders range from $24.50 - $65. Please keep in mind these are my best estimated guesses for international shipping.
All international packages are shipped First Class Mail. We do our best to combine shipping on multiple international orders but cannot guarantee it due to the number of packages we move each week.
Can I return my order? Yes. You may return items within 14 days of receiving them, all items returned must be in their original packaging and undamaged. Returns are refunded once received. Unless the error was mine or the product was damaged, you are responsible for return shipping expenses and a 10% restocking fee. Please be sure to look over your item upon receiving it as returns cannot be accepted past the 14 day mark.
When will my order ship? Ready-to-ship items will ship within 3 business days (M-F). Please refer to the individual listings for dyed to order and/or pre-order items. I do my best to get these items out as soon as possible. All items are shipped via United States Postal Service. Please be sure that the address provided is correct before submitting your order (PayPal). If there is an issue with shipping to your provided address and the shipment is returned to me, you are responsible for the re-shipping costs. If the error was mine, I will cover the cost.
I have an issue with my order what should I do? Please email firstname.lastname@example.org to resolve any issues with your order.
I'm being charged a 10% restocked fee, please explain. There are a few situations where we will deduct a 10% restocking fee from your return. Let's say your address is entered incorrectly and your package is returned to us. Our team will reach out, if you're unwilling to pay a second time for shipping and we have to refund your purchase a restocking fee will be deducted. Other situations that merit a restocking fee: you made a mistake on base or quantity, or have changed your mind about the purchase. If you're able to catch us to cancel the order before it leaves the shop we will waive the fee. Your ordered will not be charged a restocking fee if the error was ours or the product was damaged or faulty. We charge a restocking fee to cover the time spent on our end processing & managing returns.
How long will it take for me to receive my items? For domestic purchases, it takes approximately 6-8 business days. For international packages please allow 4-6 weeks. Mail delays can and do occur. Please contact USPS (usps.com) or your local post office to inquire about any packages that haven’t been received before contacting me. I will do my best to look into it, however, am not responsible for any lost or delayed packages.
Why does my colorway look different from the picture on the listing? First, please consider that small batch dyeing produces varied results. Every. Time. Uniqueness is one of the most beautiful elements of hand-dyed yarn and generally appreciated. Unless you receive the exact skein that was photographed, items you purchase from the store will have their own color variations and shifts. Computer monitors also vary greatly. The color you’re seeing on your computer may be generating a more green or red shade on the color spectrum. Lastly, some of the skeins that move through the shop are re-skeined due to tangling. This means that the fiber had been rewound and that the color will be evenly distributed throughout. Many hanks that leave the shop have not been re-skeined and will look ‘color blocked’ until caked for knitting.
Will you cake my yarn? Due to time constraints, I am unable to cake items. If you don’t have the necessary tools to do it yourself please contact your LYS, they will generally do this for their customers.
My yarn is bleeding, is that normal? It’s normal for your yarn to bleed slightly for the first couple of washes especially if the colorway is rich. Try soaking your hand knits for 5-10 minutes in cold water and lay them flat to dry. Although super wash yarns can be machine laundered l always recommend hand washing for longevity. Your yarn should not bleed onto your hands while knitting, if this occurs please contact me to resolve the issue.