FAQ
Shipping & Checkout
We use Shopify's shipping calculator in order to get you the best possible rates. Once you have added everything to your cart and are ready to check out, you will have the opportunity to put in your address and Shopify will calculate your shipping options. Select your preferred method and you're good to go! Once your order is received in our system, please allow 1-2 business days for us to get it processed and on the road. If you require a rush shipment, send us an email once your order is placed and we'll do our best to get it on the road sooner.
International shipping
We happily offer shipping to anywhere in the world. A few things to keep in mind however: you are responsible for your own duties and taxes. Once the package arrives in your country, it is possible that there will be additional fees charged and we will not reimburse those.
Eco-friendly packaging
All of our packaging is made from recycled materials, and much of it is also recyclable itself. In an effort to keep your yarn in pristine condition, it will be packed in a recycled plastic envelope within the recycled and recyclable kraft or polymailer. Our polymailers come with a double seal so that you can use them again!
Local Same Day/Next Day Delivery with Good Foot
We are very happy to be working with Good Foot, a Toronto-based organization that works with our neuro-divergent community to offer meaningful employment and smooth local delivery!
If Good Foot is an option for you, it will be listed among the shipping options at checkout. Depending on the time of day, you will see an option for either Same-Day or Next-Business Day Delivery. Once you place your order and it is fulfilled on our end, you will receive an email and can watch your purchase as it makes it's way to you!
This service is not available to locations outside of the catchment area, and for orders that include a pre-order. If you would like to purchase a pre-order, please make that purchase separately from the in-stock items in order to be eligible for Good Foot delivery.
What if I live in Toronto? Can I shop online and pick up my purchase in the shop?
Absolutely! Load everything into your cart, and at check out, choose "in-store pickup" for $0. We'll set your purchase aside for you and then you can come on down to get it!
What if I don't want an account?
If you would prefer not to have your information saved on file, you are welcome to check out as a guest. Keep in mind that setting up and using an account allows us to keep a record of what you have purchased in the past in case you ever need to repeat or get details on an order. We will never email you or add you to our mailing list without permission.
Where is my receipt?
If you put through an order but didn't receive confirmation, check your spam filter to make sure our email didn't get caught there. If it's not in your spam, give us a call and we'll get it sorted out.
I have a loyalty card with you. Can I use it in the online shop?
Unfortunately we are not able to redeem any built up store credit on the loyalty card via the online shop. At the moment, our loyalty cards are only for in-store purchases and there is no way for us to verify the amount you have saved up on your card if it is in your wallet. If you have a loyalty card on file with us that we are keeping for you, leave a note at checkout and we will add your 5% credit to the physical card in shop.
Store Policies
Can I return my purchase?
While we do not allow full returns of any of our items, we will make exchanges under some circumstances. Visit our exchange policy page for more details.
Payment options
We accept a variety of forms of payment: PayPal, Visa, Mastercard, or Amex. If using PayPal, please ensure that your mailing address in your PayPal is up to date as whatever is on file with them will override what you have used in our system.
Class and lesson cancellations
Our private and semi-private lessons require a minimum of 24 hours notice for a cancellation or reschedule request. Anything shorter than 24 hours notice will result in your fee being collected regardless of your attendance. If you are able to give more than 24 hours notice, we can reschedule your lesson at your convenience. We do not give refunds for lesson fees once they are collected. Fees must be paid in advance of the lesson.
Our group classes require at least 48 notice for cancellation. If you give adequate notice, we will move your registration to another class or return your fee in the form of store credit. Fees must be paid in advance of the class in order to hold your spot.
Shopping & Product Questions
What's the difference between metal and bamboo/wood needles?
While both styles of needle will serve you well, there is some difference between the two materials. Wood needles have a porous, grippy finish and hold your stitches in place. This gives you excellent control and is thus good for beginners or anyone dealing with some hand discomfort or pain. Metal needles have a slicker finish and a finer point and are better for speedy knitting.
Hand-dyed yarn disclaimer
Each skein of hand-dyed yarn is a unique item. As such, the yarn you receive can differ somewhat from batch to batch, and from this picture. While we do our best to represent here the colourways of each dyer, it is possible that the yarn you receive may not look exactly like the one seen on our site.
While usually no dye lot is available from hand-dyers, they are often dyed in batches and we do our utmost to ensure each skein of the same colourway in your order matches as well as possible. Always buy enough yarn for your project. If we cannot guarantee a good match between skeins, we will contact you before shipment to make arrangements.
Will my yarn come from the same dye lot?
We do our best to fill orders from the same dye lot. If we aren't able to do so, we will contact you before shipping to see how you would like to proceed. Often we can place your shipment on back order until new yarn arrives in order to ensure a match. If however the yarn has been discontinued, is on sale, or in a few other rare circumstances, we will not be able to match the dye lots.
How do I know if the colour in your pictures is accurate?
Display can vary rather widely from screen to screen, so do keep in mind that while we do our best to ensure colour accuracy in our photographs, your order may not look exactly the same as it does on your screen. If you are concerned, we recommend using a variety of machines to look at the picture, or checking out Ravelry.com to see pictures of the colourway from a wider set of sources.
Will you wind my yarn for me before shipment?
We are happy to wind your yarn in advance of shipping it to you. If you'd like this done, please email us once the order has been placed, or make a comment at checkout. Do note that if you have ordered quite a bit of yarn, winding can delay shipment by a day or more. We also do not recommend winding in the event that you do not plan to use the yarn in the next 3-6 months as sitting in a wound state for an extended period of time can put stress on the fibre resulting in a slightly stretched outer layer and a squished inner layer. Your yarn will get that ramen noodley look that no one likes and may need to be reblocked in a skein before use. Please note that, once wound, yarn is no longer eligible for exchange or return.
When are you getting more?
Not infrequently are we sold out of certain yarns, especially the hand-dyed ones. The turnaround time on our orders with indie dyers can be up to two months and we will sometimes go some time without a restock on certain yarns. If we are sold out of your chosen yarn, do not hesitate to reach out to us. In the very least, we can notify you when more is in stock, and often we are able to special order yarn and add it to the next order we are placing with the dyer.
Why is there a knot in my yarn?
While it has become less common in recent years, it is not rare to find a knot or two in a ball or skein of yarn. Manufacturers make their best efforts to minimize these knots, but they do occur more commonly in natural fibres and are not a mark of poor quality. If you receive a skein with an inordinate number of joins or knots, please reach out to us and we will make arrangements for a replacement.
General
Stash Cash: what is it, and how does it work?
Stash Cash is our customer rewards program! Each purchase you make (either online with your account or in person by giving us your account's email address) accrues Stash Cash at the rate of 5 points on the dollar. To see your stash cash balance, click or tap on the Star on the bottom right hand of your screen. There you can check how your points are doing and see how close you are to redeeming a reward!
Once you're set to redeem a reward, simply click/tap on that star again and choose your discount, and it'll be applied at check out. OR we can apply them to your purchases in store! Easy peasy.
Why haven't you answered my email yet?
Our contact info is at the bottom of this page. Please don't hesitate to reach out with any questions you may have, but also allow 24-48 hours for a response to your question. We are a small team with limited resources and while we can often respond sooner than that, things can get busy.
How do I get on your mailing list?
At the bottom of this page on the right-hand side is a spot where you can enter your email address to be included on our mailing list. We send out emails once or twice a month with announcements about events both in-store and online.
Do you ever have sales?
We do, although they are rare. We keep our prices as low as we possibly can and that doesn't leave a lot of room for frequent markdowns. We do however sometimes get carried away and run specials or sales. The best way to find out about these is to join our mailing list below or follow us on Instagram and Facebook.