FAQs

1. What is your return policy?
All returns must be made within 45 days of purchase. If you are returning yarn, as long as it is still in a hank you may return it for store credit in the amount of the cost of yarn (not including shipping).

2. Can I special order?
No, sorry. However, you can add colorways that are out of stock to your wishlist and request notification when the item goes back in stock. We regularly check the wishlists and dye what’s being requested, and when the colorway you want is back in stock you’ll get an email notifying you. You are not, of course, obligated to buy it.

3. When will you dye colorway X again? Can you tell me when it’s done?
See #2.

4. Do you wholesale?
No, sorry.

5. At what shows can you be found?
We have a booth at several fiber festivals throughout the year. To find out more about events throughout the year, follow our Ravelry News Thread, Facebook, Twitter, or Blog.

6. How soon will I get my order?
Orders are generally shipped within 1-3 days, via First Class or Priority Mail (depending on weight), which theoretically takes 2 days. West Coast and international destinations may be longer, though. We don’t provide tracking information as packages almost never go missing. International shipping is available via USPS First Class or Priority International. If you request ball winding, your order may be delayed by a day or two, and orders placed as part of 'unlimited' updates may also take a bit longer. 

7. I live in a country which charges a high customs tariff. Can you mark a lower value on the package or send it as a gift?
We’re very sorry about this one, but we cannot. Were we to be caught, we’d be the ones liable for potentially very high fines, and it’s a risk we simply can’t take.

8. Can you combine shipping?
Sure! If order A still hasn’t been processed when you place order B, we can combine them but we cannot refund overpaid shipping.

9. How do Back in Stock Notifications work?
On any item page for an item that is currently out of stock right below the sold out indicator you’ll see a box that says ‘Let us notify you when this item is back in stock’. If you’re logged in your information will come up automatically and you need only click the ‘Notify Me’ button. Restock notifications must be submitted individually for each item and you will receive a confirmation email for each submission.
Please note: we use the Restock Notification list to help determine what people want and what to dye next, so if there’s something you want, use that option to let us know!

10. I'm a customer outside the US whose package has become lost in transit. Can you replace my shipment?
Unfortunately we cannot replace lost packages for international customers. Though unusual, packages have been known to be held up in customs for as long as 8-10 weeks. Priority International shipping and package tracking can be selected to prevent the occurrence of such losses.

11. How long will you hold my unpaid order?
Our policy is that unpaid orders are to be held for a 3-week duration, after which they will be canceled.

12. Do you have a shop I can visit?
Sorry, no, we just have a production studio. On rare occasions (not above once a year) we may host an open house. If we plan one, we will send out a notice to all newsletter subscribers, post it on the home page, and shout it out on Ravelry, Facebook, and Twitter.