Got a Question?
Here you will find answers to commonly asked questions about our yarn, but if you don’t find what you’re looking for please feel free to contact us at firstname.lastname@example.org :)
When will my order ship?
Orders placed online are shipped within 5-10 business days. We only list items that are already dyed and ready to move out. If there is an unexpected delay we will do our best to contact you and get you an undated arrival time.
Do you ship outside of North America?
Yes, we ship worldwide.
What if my package is lost, or I have to pay duties?
Please be aware that we have no control over duties and fees charged by the local customs offices. We are also not responsible for items held at the border, by border security, or awaiting customs clearance. In addition, we are not responsible for any lost or stolen parcels, but will happily open a ticket for you with Canada Post to start the process of tracking it down.
I have several orders, can you combine shipping?
We use carrier calculated shipping at check out. Check out as often as you need to, to feel that you got the things that you wanted. When the sale is complete I will automatically add up everything you paid, and if my shipping on the heavier, combined product comes to less, I will refund the difference automatically. You don’t need to write to us, this will all be done regardless of whether you request it specifically.
Is your yarn machine-washable?
Technically it’s superwash yarn, but we don’t think you should throw your precious hand knits in a washing machine! We recommend a soak in cool water with a small amount of no-rinse wool wash, pressing the excess water out gently with a towel and laying flat to dry, rather than using a drying rack or clothes line.
There is a knot in my yarn! Is this normal?
Every skein of our yarn is guaranteed to have one knot - pretty much right in the middle, but some skeins will have up to two knots. With Mammoth and Beast Mode skeins there can be up to three. The reason for this is our dye process; we don’t dye yarn blanks, and we don’t inject cakes of yarn; it’s our own process and it requires that we wind off our skeins by hand from cones. Sometimes there is a knot in the cone, and sometimes we need to change cones. It’s prohibitively expensive for us to throw away a skein every time we need to join yarns, so instead we try to manage it.
What if I get my yarn and I don't like it? What if something is wrong with it?
These things happen! We are happy to offer refunds or store credit on items returned to us in their original, unused condition. Caked yarn cannot be returned. Yarn that has been in the buyers possession for 30 days or over cannot be returned, even if it was kept safe in its original packaging.
If the fault is ours we will cover the costs of both shipping the original skein back to us, and the cost of replacing the faulty yarn.
If the fault is not ours then we do not cover shipping costs either to return the original nor to send a replacement. As an alternative you may save the costs by offering the yarn up on Ravelry destash.
I just ordered but I made a mistake, can I cancel?
You have one hour from the time of ordering to cancel or make changes to your order. This includes address changes, so please be careful when you place the order! After one hour your order will already be on its way to our shipping team and changes will not be possible.
Can I come visit the studio? I'd love to see your process, and/or shop in person!
Unfortunately we do not allow tours of our back studio and dye stations, after all, a magician never tells!
We cannot, at this time, accommodate visits to our studio due to Covid 19. To keep our staff safe and our studio secure we are only allowing people in the family bubbles of staff members to come by. We miss our community and hope to be able to lift these restrictions soon. We are also not set up at this time for curbside pickup.