Frequently Asked Questions
You can cancel your order if we have not started shipping process (= printing your order) yet, which usually happens within 24 hours after you place an order. Once your order is printed on our side, it becomes manual process and it becomes hard to find your order. So, you can’t cancel your order after that point.
We are afraid changing your order often ends up our making mistakes. The best way to do it is placing another order, and request to cancel your first order within 24 hours after you placed the first order. Please contact us as soon as possible if you are planning to do this, as your order cannot be cancelled once it is shipped.
We would be very sad if you have to return your order – but we understand that sometimes your situation changes and you just have to do it. If you have to return your order, please contact us within 7 days after the delivery and ship it back to us within 14 days of delivery. Return shipping cost will be your responsibility. We will refund the full price you paid minus our actual shipping cost. We sill issue the refund within 48 hours after we receive your returned goods.
Because of the nature of these items I can’t accept returns for:
- Custom or personalized orders
- Digital downloads
- Items on sale
Most of orders are shipped within 5 business days. However, depending on our event schedule and where your yarn is stored, it may take as many as 10 business days. Please leave a note when you check out if you want us to expedite shipping your order. We will accommodate it as much as possible.
If you need your order by a specific date, please contact us for a quote for parcel service with guaranteed delivery time. The shipping time below is for your reference only and not guaranteed.
Canadian customers – If your order contains up to 400 grams of yarn, your order will be shipped with Canada Post as oversized letter. Tracking and insurance are NOT included. Your order will be vacuum packed in order to save on shipping. Please upgrade shipping if you would like to have tracking or you do not want your items vacuum packed. Transit time is typically 5 – 35 business days from shipping date, depending on your location.
If your order contains more than 400 grams of yarn, your order will be shipped with Canada Post, sometimes via Chit Chats Express. Your yarn may be vacuum packed in order to save on shipping. Tracking may be included. Transit time is typically 5 to 35 business days.
For customers in Vancouver area:
Pick up at our studio is available. Please use coupon code: STUDIOPICKUP.
Typically, your order is available on the following Thursday.
US customers – Your order will be shipped with USPS via Chit Chats Express. Tracking is included. Transit time is typically 10 – 20 business days from shipping date, but it may take longer if the order is held at the customs.
International customers: Your order will be shipped with Asendia via Chit Chats Express or Canada Post. Tracking may or may not included, depending on your country (Please contact us for details). Transit time is typically 20 – 75 business days from shipping date, but it may take longer if the order is held at the customs.
Please ask for a quote if your country or your preferred shipping method/option (including insurance) is not listed in the upgrade options.
The customer is responsible for any duty and/or customs taxes.
We currently do not take wholesale orders, except for special occasions such as store opening. Please email us at email@example.com for more details.