What currency do you charge in?
All orders are charged in US currency. You can use the dropdown menu for currency conversion but when you checkout, all carts charge in US currency.
Will I have to pay tax?
If you live in the state of North Carolina, you will be charged state sales tax.
I thought you were a Canadian company?
We are also a Canadian company. Our dye studio is located in Ontario, Canada and all our online orders are handled by our LLC subsidiary in the USA.
How long does it take for shipments to arrive?
We will be drop shipping all orders to our distribution centre in Michigan or Florida who will then distribute your order via USPS. You will receive a shipping notice by email and be able to track your package if you live in the USA. Please allow us 7-9 business days for us to prepare and ship your orders to Michigan to be distributed (this may take longer during holiday seasons given the mail rush at these times). Shipping domestically from the USA to USA bound addresses ensures you can track your package when it does arrive to our distribution point in Michigan and will arrive faster than shipping from Canada.
Arrival of shipments within the USA, once dispatched, will depend on the level of service your package was shipped as. First class mail will arrive within 4-6 days and priority mail will arrive within 1-3 business days.
Internationally bound orders will not be traceable and can take up to 10-14 business days to arrive to you. Please be sure to consult your customs or border agency concerning import duties and taxes as we are not responsible for these fees when shipments cross a border to their destination address. If your package gets stuck in customs, please be aware it can take upwards of 4-6 weeks and sometimes 8 weeks to reach you. We are not responsible for any customs/border delays on your shipment.
Is my order insured?
We are not responsible for any shipments lost by the post offices and not reaching their destinations. If you would like your shipment insured, please contact us for rates and options.
How do I update my mailing address?
Please log into your account on our website and update your mailing address. If you have recently placed an order, please also email us at firstname.lastname@example.org so we can ensure your order is sent to the proper address. We are not responsible for lost packages due to addresses being entered incorrectly.
Can I return/exchange/cancel an order?
We will accept returns/exchanges within 10 days of receipt of your order. Unfortunately, we cannot refund shipping fees to or from the destination address. All items must be returned in their original, unused condition. We are not responsible for lost items being returned to us so please make sure to send it securely. If you're exchanging your product, it must be returned in its original condition and all shipping fees for exchanged goods being sent to you will be paid by the customer making the exchange.
We do have a shipping address in Michigan to return items to for our USA customers. Any items returned to our address in Canada from another country by either mail or courier may incur broker, duty or taxes which are the responsibility of the sender.
We reserve the right to charge a 15% restocking fee on any items that cannot be put back on the shelf immediately. We also reserve the right to charge a 10% administration fee for any orders that are cancelled at or near time of shipping. We cannot accept returns on PDF patterns. If you purchase a spinning wheel through us, returns will be subject to the return policy/conditions of the appropriate manufacturer. Please consult with us if you have any problems with your spinning wheels - we will do our best to come to a satisfactory resolution with the manufacturer on your behalf.
What do I do if I purchased a yarn at a yarn shop and want to return it?
If you purchased a yarn from a yarn shop that stocks our yarns, you must contact the yarn shop to ask for their assistance. We require proof of purchase to be able to assist you.
How do I wash my projects with your yarn?
We recommend hand washing with a mild soap and letting your project air dry. Some of our yarns say "machine wash" which you can do if you prefer but please bear in mind that hand washing always increases the longevity of your project. Please be sure to always air dry.
Please also keep in mind that some products like Soak or Eucalan can draw the dyes out of your project especially if you let them sit in the soap for a long period of time. If you like using these products, please be sure to wash quickly and don't leave the article sitting in soapy water for hours. Soap pulls on the dye molecules and if left too long will pull some colour from your project.
For colour preservation, we recommend a dash of vinegar while hand washing or machine washing. It helps alleviate fading from happening too quickly.
What if I run out of yarn when working with a pattern?
Please note that issues with gauge, winding or pattern yardage requirements are not our responsibility. Yardages on our yarns are approximations only and such things as yarn winding are to be done using a swift and ball winder to ensure the yarn does not get tangled. Please also note that our yarns are handdyed and dye lot variations can occur between skeins. Colourways with high variation in colour can also vary from the beginning to the end of the skein. This is the nature of hand dyeing. Colour application is unique throughout skeins and between skeins.
I ordered 2 or more skeins of the same colourway and they are not matching, why is this?
Please note that we recommend alternating every 2 rows if you are knitting the same colour way and want some colourway consistency. All our yarns are handdyed and although we'd like for every skein to be exactly the same we cannot guarantee such due to the unique nature of hand dyeing. This is applicable to both saturation and colour placement on the skein. We do our utmost to make them similar when they are dyed together but some styles of dyeing are highly variable. The more colour you add to the skein the more variance there is. Don't be afraid of the unique nature of the colourways, this is what makes your skein a work of art and is the guarantee that your skein was dyed by hand!
What if I ordered a pre-order item like an ART WALK colourway?
Please note that if you order any other items with your pre-order item, or multiple pre-order items, all items will ship together when the pre-order item with the latest shipping date has been dyed and is ready to ship. If you prefer for another item to ship immediately that is not pre-order or prefer to receive your pre-order items earlier than the latest, please place individual orders for each item so that you are assessed the proper shipping rates to ship either immediately or when the item is ready to ship.
What if my questions are not answered here?
If you have questions that we have not covered, please contact us by clicking on the Contact Us tab at the top of the page.