Shipping & Returns
Local Pick Up/Delivery
If you live in the Crowsnest Pass, AB, Canada area and would prefer pick up or local delivery instead of shipping, please select Local Pick Up / Local Delivery at checkout. You will receive a notification with further instructions once your order is ready. Note: some accelerated payment options, such as Google Pay or Apple Pay, may not give the option for local pickup. If this occurs, please use another payment option. There is a fee of $5.00 for local delivery.
Ready To Ship Items
Orders will be shipped within 1-3 business days for in-stock products. You will receive a shipping notification once a shipping label has been created. If you have ordered any Custom Order items along with in stock items, the order will be held until all items are ready to ship.
Custom Ordered Items
Custom ordered items may take up to 4-6 weeks to process, although I do try to get them ready as soon as possible. Extra time may be needed to bring in stock of yarn or dye. If you are considering putting in a custom order and would like a better idea of the timeline, please don't hesitate to contact me.
Tracking and Insurance
Canadian & US packages are shipped with tracking apart from smaller domestic yarn cozy orders. If you reside in Canada and are only ordering yarn cozies, you may use the letter mail option for shipping. If you are ordering anything other than yarn cozies please choose an alternative delivery option. If letter mail shipping is chosen for anything other than a yarn cozy order, the buyer will be billed for additional shipping costs.
For items purchased with expedited/tracked packet, a notification with your tracking number will be sent to you once your parcel has shipped.
Shipping is free for all Canadian and US orders over $200 (after discounts, and before shipping and taxes, if applicable).
Note: Free shipping does not apply to wholesale orders.
Return & Exchange Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase you are ineligible for a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase (If you ordered online, or provided contact information at time of purchase, we can find the order for you). Please do not send your purchase back prior to contacting us.
Custom ordered items
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment (processing may take several business days, depending on which payment method was used).
Lost or Stolen Packages
Packages that are lost in transit will be covered only if shipping with insurance and a tracking number was purchased. We are not responsible for refunds for any stolen packages - if you are concerned about theft due to "porch pirate" activity in your area, we suggest using a shipping rate that includes a signature guarantee of delivery (please ask us about adding this if you aren't sure how to do so).
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Exchanges can be made within 30 days of purchase. Item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your exchange, we require a receipt or proof of purchase (If you ordered online, or provided contact information at time of purchase, we can find the order for you).
We only replace items if they are defective or damaged upon delivery. If you need to exchange it for the same item, send us an email at email@example.com. We will give you further instructions.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service and purchasing shipping insurance, and possibly signature guarantee (see above for lost/stolen packages). If you are returning an order, we can’t guarantee that we will receive the package without tracking and insurance.
Note: the return policies do not apply to Wholesale Agreements, which have their own policies.