FAQs & Shipping

What currency do you charge in?

All orders are charged in USD currency.

Will I pay sales tax?

If you live in the state of North Carolina you will be charged sales tax.

I thought you were in Canada?

Our dye studio is based in Ontario Canada and we ship/handle USA orders from Port Huron, Michigan.

Do you ship internationally?

Sorry, at this time, due to various international shipping rules, we are no longer shipping outside Canada and the USA. We apologize for the inconveninence.

How long does it take for a shipment to arrive?

All our orders ship from our dye studio in Canada via various methods. We use UPS/Fedex and the post office to dispatch your orders. Your shipping notice will indicate which carrier was used. If your package comes via UPS you will be able to track your package from our studio. These usually ship within 24-48 hours. If your package is coming via USPS please allow 5-6 business days for you to receive your shipping notice as once your package reaches USPS after crossing the border, it will be scanned and a tracking number will be provided.

Please also note that all pre-order items have their approximate shipping times indicated in the product listing and these products will ship at that scheduled time. Shipments into the USA can take up to 10 (or longer depending on holidays/pandemic) business days to arrive depending on the carrier involved.

Please be patient as your package clears the border and enters into the USA. Shipments within Canada can take up to 10 business days depending on how far your delivery address is from our location in Ontario. You will be able to track your package in Canada.

All parcels entering into the USA will not be charged duty.

Is my shipment insured?

USPS does provide $100 insurance on any shipments sent Priority Mail. These packages require a minimum weight of 1 lb to be bumped to the insurance level, otherwise, anything under 1 lb will not be insured. 

UPS/Fedex and Canada Post do not offer insurance on their shipments.

We are not responsible for any loss or damage to your shipment while it is being handled by any carrier. 

Do you offer FREE shipping?

Yes, all orders over $49 destined to the USA or Canada ship for free. The checkout will give you payable options if you prefer to choose your carrier. We ship by the most economical carrier if we are shipping for free. 

How do I update my shipping address?

Please log into your account here at our store and update. If you have just ordered items and need your address updated, please email us at canwehelpyou@zenyarngarden.com to update your address. If your shipment has left our facility prior to your advising us of a change, we will not be responsible for the costs associated with resending your shipment to your correct address and we will charge to do so. We are not responsible for addresses being entered incorrectly. Our system typically catches such errors so we will email if we do catch something askew.

Can I return/exchange/cancel an order?

We can cancel your order provided you give us immediate notification of such cancellation by email. If your order has shipped from our dye studio when you notify us we cannot cancel the order. You will need to return the items when you receive them - please see details below. Please note that all cancelled orders will be subject to a 5-10% cancellation fee. This is to cover any potential loss of fees and administration to cancel your order.

We will accept returns/exchanges within 14 days of receipt of your order. We ask that you please use a soft envelope to return your yarns in. 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.

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.  

What do I do if I purchased your yarn at a yarn store or another seller?

If you purchased a yarn from a yarn shop or retailer that stocks our yarns, you must contact the place of purchase to ask for their assistance. We require proof of purchase to be able to assist you. 

How do I wash my project 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 and agitation in a washing machine can cause the fibres to fluff and create a halo on your yarns. 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 while 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 but 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 my questions are not answered here?

If you have questions that we have not covered, please contact us by emailing us canwehelpyou@zenyarngarden.com.

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