Frequently Asked Questions
I would like to order multiple skeins of the same colour yarn, but I’m afraid I will get mixed dye lots! How will I ensure the dye lot will match?
We always check dye lots before shipping orders to ensure they all match for your project! If we find there is a discrepancy with dye lots when packaging your order, we will contact you through email to let you know and discuss your options.
I’d like to place an order for skeins of yarn, but I hate hand-winding! Do you wind skeins before shipping?
We are happy to offer complementary skein winding at your request prior to shipping your order! Please leave us a note in the comment section at checkout requesting which skeins you would like wound. Please note, once a skein is wound it is FINAL SALE. We can not return or exchange any yarn once it is wound.
Why are some items only available for curbside pickup?
We have a select few items on our website only available for curbside pickup. This is because the items are oversized or overweight for standard shipping, or are very breakable and require special handling to not be damaged in the shipping process. If you see one of these items and would like it shipped, we can do so for an additional shipping fee. Please contact us through email at firstname.lastname@example.org to discuss your shipping options and to request a shipping quote!
Shipping, Delivery, and Curbside Pickup
When will my order be shipped?
We will always work hard to ship your order as soon as possible, and try to ship all orders within 2 business days. If you have requested special care for your order (ex. skein winding, courier delivery, etc) your order may take an additional business day to ship. Please note, if there is a discrepancy with your order that we need to contact you about (ex. mixed dye lots) we will email you as soon as possible. Your ship time will depend on how quickly we are able to resolve the issue with you. If you have not received a shipping notification within 3 business days please do not hesitate to contact us at email@example.com.
How long will it take for my order to arrive?
Most parcels arrive at their destinations within 2-10 business days from ship date, depending on your location from Barrie, ON. We will email you a tracking number when your order is packaged and ready to ship, and it will be in transit with Canada Post by the following business day. You can then track your parcel to find the estimated date of arrival. Please know that very occasionally Canada Post may experience shipping delays beyond our control. If you have not received your order within 10 business days from ship date, please contact us through email so we can look into it for you.
My order hasn’t arrived yet - what should I do?
We appreciate how excited you are to receive your order so you can get started on your project, and know it can be frustrating when the order takes longer than you hoped for to arrive. If you have received a tracking number from us and it has been more than 10 business days since the ship date, please email us at firstname.lastname@example.org so we can look into the delayed shipment for you. If you have not received a tracking number from us and it has been 3 or more business days since placing your order there may have been a discrepancy in the items you ordered. Search your email inbox for any missed emails from us (don’t forget to check your spam!).
I placed an order online for Curbside Pickup. When can I go to the store to grab it?
When your order is ready to be picked up we will always email you letting you know! Typically, if you placed your order during our regular business hours, your order will usually be ready for pickup within 3 business hours. If you placed your order outside our regular business hours, it will usually be ready by noon the following business day.
Can I request express/priority shipping by courier instead of Canada Post?
If you would like your parcel shipped through a courier service we can arrange that for you for an additional shipping fee. Please contact us by email at email@example.com to discuss your shipping options and to request a shipping quote!
Do you ship to countries outside Canada and the United States?
Yes, we will ship to countries outside Canada and the United States! Please contact us through email at firstname.lastname@example.org to discuss your shipping options and to request a shipping quote!