General terms & conditions

FAQS AND POLICIES


ORDERING ONLINE

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

We accept all major credit cards. If you would rather pay with a credit card over the phone, give us a call at the shop at 519-726-4226.

For delivery within Canada:

Orders within Canada are shipped by Expedited Parcel; they are trackable and insured up to $100. We use EasyPost which calculates the cost for shipping your order. You can choose to upgrade your shipping method or not.

For orders of $200.00 or more before taxes – FREE SHIPPING!

For delivery to the Continental US:

Orders to the US are sent Small Package Air; they not trackable or insured. If you want to add insurance, please let us know in the Comment section on checkout, create a ticket through the "My Account" section (or call or email us).  We use EasyPost which calculates the cost for shipping your order. You can choose to upgrade your shipping method or not.

For orders of $200.00 or more before taxes – FREE SHIPPING

For International delivery including Hawaii, Alaska, and Puerto Rico:

Orders to international locations other than the Continental US are sent Air Mail if less that 2 kilograms. Orders greater than 2 kilograms are sent via Ground. International orders are not trackable or insured. If insurance is desired, please leave a note in the Comment Section on checkout (or call or e-mail us).

Please note that orders over 2 kg are sent Expresspost with tracking and insurance and can cost between $100 and $120. Should additional fees apply, we will contact you before processing your order.

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.

I pull most of my photos from our vendors sites. With hand-dyed yarns, product colors can vary between shipments. We have made every effort to display as accurately as possible the colors of the products that we carry. We cannot guarantee that your computer monitor's display of any color will be absolutely accurate.

WILL YOU WIND MY YARN?

Absolutely! We are more than happy to wind your yarn free of charge. 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 hard copy printed 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.

MAY I RETURN YARN THAT I PURCHASED?

If you're not satisfied with your purchase, unused yarn/fiber in it's original condition may be returned for an exchange or refund once the merchandise has been received by us.

  • Shipping fees to return items will be the responsibility of the customer.
  • When we receive your item, we will issue you a store credit that can be used at any time.
  • We cannot accept returns on books, patterns, needles, notions, or sale items.
  • We are happy to accept returns at our store.