I live in/near Calgary, Alberta. Can I pick up my order to save on shipping?
Absolutely! Please contact me before placing your order so I can help you with this.
Do you have expedited shipping available?
Not at this time, sorry. This is something I would like to offer in the future if I can.
When will my order ship?
Orders are usually packed within 24 hours of receipt and shipped within one or two business days thereafter. My shipping vendor only accepts drop-offs on regular business days, Monday through Friday, but the drop-off is a forty-minute drive from my home (one way!). Orders received on weekends or statutory Canadian holidays will usually still get packed but cannot be shipped until at least the next regular business day. Please note that the estimated delivery time noted on your order begins after the parcel has actually shipped, not from the time your order is placed. In winter, due to the distance involved to get to the shipping vendor, inclement weather (bad driving conditions) may delay shipping by a day or so. If a delay occurs, you will be notified.
Do you ship worldwide?
Just about! One major exception is Germany. Due to that country’s regulations regarding packing materials it’s not feasible for me to ship there at this time.
Are customs taxes, import duties, and/or VAT covered by the shipping charges?
No. These types of fees vary depending on the destination country and the money goes to the country’s government. I have no control over these fees, no way to charge for them up front, and no way to remit them to the applicable authority.
What if my package is lost or stolen?
I am not responsible for lost or stolen packages. Every order is shipped with tracking and with insurance. If the tracking service says your package was delivered and the address you provided was correct but you did not receive the parcel, you will need to pursue the matter with your local post office first. If the tracking service never completes delivery, please contact me so I can start an insurance claim. If your order is not deliverable and is returned to me, you will have to pay for shipping again plus the return delivery fees the shipping vendor charges me to have the order resent to your corrected address or an alternate address.
What if my package arrives damaged?
Damage that occurs during shipping is rare but it can happen. If your order is received damaged, please contact me immediately so I can start an insurance claim. Please be prepared to provide multiple photos that clearly show the damage. Additional information about the damage may also be necessary depending on the carrier’s insurance requirements.
I made more than one order. Can you combine shipping?
I will try to accommodate this wherever possible. To ensure I don’t miss that you have more than one package to go out, please contact me to alert me to the situation. Please note that excess shipping charges will be refunded as shop credit.
I changed my mind and want to cancel my order.
That’s too bad! But sometimes these things happen. Your order can be cancelled and fully refunded so long as the shipment has not been prepared and tracking has not been assigned to the parcel. If the parcel has tracking assigned to it, it’s already in transit to the shipping vendor and I’m unable to cancel it.
To cancel your order, simply contact me with your order number or reply to the order confirmation email you received.
I didn’t like what I received. Do you accept returns or exchanges?
I do not offer exchanges. If you bought something you no longer want, you’ll need to return it by following the instructions below and then order what you do want separately.
My hope is that you won’t ever want to return something you’ve purchased from me. I want you to love what you bought! If you are unhappy with your purchase, please let me know what your concerns are (be sure to include your order number!) within 14 days of receiving your parcel so I can improve going forward. Then, within 30 days of receiving your parcel, you’ll need to ship the order back to me in its original, unused condition. Note that if you’ve had your order for 30 days or more then it cannot be returned, even if it was kept safe in its original packaging.
Shipping charges are not refunded. The balance of the final cost of your order will be refunded in the form of shop credit after I receive your parcel. If your order is received damaged or otherwise not in an original, unused condition, no refund will be granted.
Ship returns to:
313-201 Sunset Dr
Cochrane AB T4C 0H5
If shop credit won’t work for you, please consider offering your unwanted yarn to other yarnists via Ravelry’s “will trade or sell” destash feature.