Frequently Asked Questions

ORDERING ONLINE

WHAT FORMS OF PAYMENT DO YOU ACCEPT AND WHEN WILL I BE CHARGED?

We accept all major credit cards or Paypal or online. In-store, you can also pay with cash or debit card. If you would rather pay with a credit card over the phone, give us a call at 519-726-4226.

COLOURS

We have made every effort to present yarn colours as accurately as possible. Due to variations in dye lots and because computer monitors display colour differently, there may be some inconsistencies.

Please note that you must use the drop-down lists in order for the thumbnail of colours to display as well as availability . If you click on the thumbnail photos, they are not linked to the drop-down lists in reverse! Please make your selections carefully! If in doubt, please do not hesitate to ask.

WILL THE YARN I AM PURCHASING BE FROM THE SAME DYE LOT?

As often as possible, yes. We do hand pick skeins for each order and try our hardest to give you the best matching skeins. Often with hand-dyed yarns, there is variety within batches. If we don’t feel the skeins are well matched (and we look at these things with a critical eye as knitters ourselves!), we’ll call or email you with options for you to choose from (except during sale periods).

Due to the nature of hand-dyed and variably dyed yarns, colour differences may occur between dye lots, screens, and batches. We cannot guarantee exact matches to expectations or screen displays. If this is a concern, we recommend shopping outside of sale periods when exchanges are permitted, or to use our regular services pre-sale for complimentary online and in-store support (including customized photos on request).

WILL YOU WIND MY YARN?

Absolutely! We are more than happy to wind your yarn free of charge. We cannot accommodate any winding requests during our sale periods (nor can we hold your order to wind later due to spatial limitations) and your yarn will be shipped / fulfilled unwound (even if winding is requested). Please note that we cannot accept exchanges or returns of wound yarn. To have your order wound, leave a note in the "comments" section of your order or email us your request at sue2knits@gmail.com.

I PLACED AN ORDER SUCCESSFULLY, BUT NOW THE YARN I ORDERED IS UNAVAILABLE! HOW DID THIS HAPPEN?

We share our inventory with our brick-and-mortar store and occasionally an in-store or another online customer will purchase an item just before you. Rarely, our point of sale and online store will have issues syncing, which can show erroneous inventory amounts. If this happens with your order, we will contact you with possible replacement items and do our best to resolve the issue as quickly as possible.

WHAT IF I DID NOT RECEIVE THE CORRECT ITEMS FROM MY ORDER?

We put every effort into ensuring orders are packaged correctly, but occasionally we do make mistakes. If you discover something wrong with your order, please let us know either by phone at 519-726-4226 or email sue2knits@gmail.com. We will then work with you to have the correct items sent out to you as soon as possible and send a prepaid shipping label to return the incorrect items.

I'VE CHANGED MY MIND! CAN I CANCEL MY ORDER?

Yes. As long as your order is still in the building, you may cancel it. Email us ASAP at sue2knits@gmail.com. Please note that once your order has left the building, you are responsible for any and all returns.

HARD COPY PATTERNS

The patterns which are listed are either hard copy printed patterns or Ravelry patterns. For shipping, I will refund you any overage if I can ship it as regular mail (documents) instead of as a parcel. Patterns may also be purchased as pdfs which I will email to you in a separate email since the online shop does not have automatic pdf download capabilities. If you would like to purchase a pdf version of any pattern, please email me at sue2knits@gmail.com or call me at 519-726-4226. 

Ravelry patterns are sold as a convenience to in-store customers and printed. They are sent as a regular Ravelry purchase to your Ravelry email and to your Ravelry library.

SALE & DISCOUNT POLICY

Please note that all items purchased at a discount are final sale.

Final Sale: All discounted items are final sale, with no refunds nor exchanges, even if colours/fibres don't meet expectations.

No Order Changes: Orders will be shipped as purchased, as we cannot make any changes to orders during sale periods, including:

  • Combining multiple orders for shipping
  • Switching between pick-up and shipping and vice versa
  • Switching selected shipping method
  • Adding or removing items
  • Cancelling orders after they have been placed

Customer Checkout Errors: We cannot take responsibility for errors made during checkout (e.g., incorrect product, quantity, colour, or shipping address). We encourage you to thoroughly review your order before finalizing your purchase (checking correct quantities, colours, etc.) as we cannot make any changes to orders - even in such cases.

No Free Shipping: Free shipping is unavailable during sale periods.

Gift cards are not include in sale discounts.