Please note you are purchasing from a company that produces items primarily by hand. If you are concerned with the variability inherent with hand dyeing, please read our policies thoroughly regarding refunds and returns. You purchase at your own risk, and we will always do our best to fulfill your orders promptly and accurately.
Payment is due at the time of checkout. You can choose either Paypal or any of the major Credit Cards. Any gift certificates, coupon codes or sale codes need to be redeemed at the time of checkout and will not be credited after a transaction has been completed. If there is some difficulty in processing your payment, we will contact you via the email you provide in your order.
We always do our best when photographing and editing to make sure our colors are represented as truly as possible. However, we cannot be responsible (there are just too many variables) for the way our pictures appear on devices other than our own. If a color is not what you wanted, we will be happy to take a return as long as the yarn is in its original condition.
Returns and Exchanges
If you need to return an item, please do so within 30 days of receipt. Items must be in original condition and be in a re-sellable state. If the item comes back to us partly or wholly wound into balls, smelling of something other than yarn, having acquired a patina of something other than yarn (especially pet hair), or other such damages, we will offer a partial or no credit. If you have questions or concerns regarding whether or not your item is returnable, please email us as soon as possible. We do not refund shipping costs, except in cases where we shipped you an incorrect item.
If you would prefer to exchange one color for another, we ask that you treat it as a return and send back as soon as possible. We will credit your return as soon as we receive it as long as it adheres to our above policies regarding the condition of the product. You are free at any point to place another order for the preferred item.
All shipping is done via US Postal Service, unless otherwise arranged beforehand. If you place a particularly large order and have a US address, we will use our discretion to upgrade to UPS. You will receive shipping notification via email, but please allow at least 24 hours for your tracking information to be received USPS. We ship items Monday through Thursday. If you choose Priority Shipping for less-than-13oz packages, please note that this is not a guarantee of same or next-day shipping on our part. We do our best at all times to get orders out within three days of ordering, except with dyed-to-order or pre-order items which can take up to two weeks (and occasionally longer) to ship.
We do not sell or pass on your email, purchasing or other profile information under any circumstances. We expect the same level of courtesy from our customers.
We do not offer compensation for lost or stolen orders, or for orders damaged by the shipper. If you need to purchase insurance or signature confirmation for your order, please email us with your order number and we will arrange to send you a separate additional invoice.
We know reading the fine print is not anyone's first choice. Please be aware that we'll do our best to work with you on a reasonable basis and completely at our discretion. When you shop online with us, we assume you have at least a basic knowledge of terms and conditions in general and of the risks and rewards associated with shopping online. By placing an order with us, you accept our specific terms regarding all the above policies. We appreciate your business and we expect a modicum of respect and civility, and we reserve the right to cancel your order and refuse your business at any time for any reason.
Please take the time to be up-to-date on your country's tariffs and international order policies, as they are 100% your responsibility. Orders leave our hands via the United States Postal Service, which offers limited tracking in cooperation with many of the postal carriers of various countries. Once your order leaves the hands of the USPS and is in the possession of your country's postal carrier it is their responsibility to update you and the USPS of your package's progress. We have no information beyond what is listed with the tracking link provided by USPS, and we cannot physically track down any orders outside the US. Any orders returned to us because of non-payment of taxes and tariffs on your part are completely at our discretion regarding notification and refunds. Please allow a minimum of two weeks and up to six weeks for your order to arrive.
We apologize for the hard line of our international orders policies, but we felt it best to be clear. If you can imagine a bizarre scenario where someone overseas ordered something and we fulfilled it properly, only to get taken to task for things beyond our control or purview, then we've lived that scenario. Believe me, it pays to be informed and do your research.