Sale / Discount Policy

HAPPY SALE-ING!

At The Knitting Loft, we're thrilled to celebrate our creative community with annual sales during LYS Day (April), our Anniversary (September or October), and Boxing Day (December). These events are our way of showing appreciation for your continued support, and as an extra-special thank you, our Anniversary Sales feature a 25% discount (compared to the regular 20%)!

Please note that all items purchased at a discount are final sale, and that sale dates may vary due to shop operations, industry events, and world happenings (which we will do our best to reflect on our Contact Page).

Additionally, we urge community members to review key pages such as this one and our Shipping & Help Centre prior to purchasing  at a discount to familiarize yourself with policies and protocols that are strictly enforced during sale events.

Customer Responsibility Reminder

As a small team doing big things, we've built a clear system to keep everything running smoothly. We work hard to communicate all sale details in advance, and we're unable to take responsibility for customer errors or make exceptions to our policies. This structure is what allows us to process orders efficiently, carefully, and fairly. 

Thank you for supporting how we operate. It makes all the difference in helping us serve our community with consistency, care, and integrity. 


🇺🇸 U.S. Customs: Rejecting Discounted (Final Sale) Orders

As part of our strict final sale policy during sale periods, we cannot issue refunds, credits, or exchanges for any parcel returned to us due to unpaid U.S. customs or import fees, which remain the sole responsibility of the customer.

Final sale parcels that are refused at the border will be treated as abandoned (not be eligible for store credit or refund) and will be handled as follows:

  • If your parcel is returned due to refusal at customs, we will contact you to confirm whether you'd like to arrange re-shipment or alternative delivery options at your own expense
  • If we don't receive a response within 7 days, or if re-shipment is declined, the parcel will be considered abandoned and donated to our community

We understand that navigating new customs regulations can feel frustrating and uncertain. This policy exists to ensure our sale events remain smooth, fair, and manageable for everyone during our busiest time of year, when our operational flexibility is extremely limited. DDP options will be released to the website as soon as they're available (where our U.S. community members will be able to pay customs at checkout). For regular updates, please see our Shipping Page. 

We thank you for your understanding. 

SALE & DISCOUNT POLICIES

These policies are strictly enforced and are essential to streamlining our operations, as well as to preventing unfair shopping practices such as bulk ordering for the purpose of "holding" items, which can unfairly withhold products from other customers. 

Order Changes

  • 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.

Order Combinations

As part of our No Order Changes policy (outlined above) we do not allow order combinations during sale periods. 

Because some customers attempt to bypass this policy by selecting "Pick Up" at checkout (requesting that the order be combined with a previous shipping order) we've had to shift how we handle these cases, as these requests create logistical complications that we aren't equipped to manage during high-volume sales and also interfere with shipping compliance, resulting in additional, unexpected charges and delivery issues.

To uphold fairness and comply with carrier requirements, we are now enforcing the following:

  • Any order marked as "Pick Up" that includes a request to combine with a previous shipping order will be automatically cancelled
  • Customers will not be contacted prior to cancellation 

What this means for additional orders:

  • Previous orders will ship as originally placed as we cannot modify or intercept orders once they enter processing
  • If you'd still like to receive your additional items, you're welcome to place a new order with the appropriate shipping method selected before the sale ends
  • We are unable to honour sale pricing after the event has ended, even if your order was cancelled due to a combination request

We sincerely thank you for your understanding and cooperation in respecting these limitations. These policies help us ensure the event runs smoothly and fairly for our entire community during our busiest time of year. 

Dye Lots

  • Dye Lot Matching: Due to the exceptionally high volume of orders, we unfortunately cannot commit to checking dye lots for each individual order. While we make every effort to ensure skeins are visually as similar as possible, you are welcome to include a note at checkout requesting matching lots, and we will do our best to accommodate. However, given the order volume, it may not be feasible to fulfill all requests, and we recommend shopping outside of sale periods when our final sale policy doesn't apply, and we are able to provide greater attention and assurance to meet your needs 
    • Specific Lot Requests: While you're welcome to include a specific lot preference, we cannot guarantee its availability (nor commit to contacting customers if we're unable to fulfill these requests) and we will send what's available. If precise dye lots or exact screen tones are essential for your project, we recommend shopping outside of sale periods when our full services are available
    • Important Note: For dye lot requests and/or special order notes, you must include it in the "Order Special Instructions" section of your cart prior to purchase. We are not able to accommodate requests sent by email during sale periods, and all orders will be shipped as placed

    Shop Services

    • No Winding: 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). This service will resume 14 days after the sale ends, at which point you may bring or ship your yarn back (at your cost) to have it wound
    • Limited Correspondence: Specialized services (e.g., yarn recommendations, colour support, pattern discovery, etc.)  are temporarily unavailable during sales, with email and phone response times being drastically limited 
    • Excluded Items: Gift cards are not include in sale discounts

    Discount Timing

    Discounts are valid only during the posted sale window and cannot be applied retroactively — whether an order is placed just minutes before the sale begins or just after it ends. Orders placed outside the sale window will not be refunded, cancelled, or discounted after the fact. 

    While we understand the excitement — and that these situations may feel like small requests — they present real challenges for our team and are unfair to the many community members who patiently wait to shop their wishlist at the correct time. Early purchases can cause others to miss out on planned quantities, and late adjustments require manual intervention which we're unable to accommodate while operating at full capacity. 

    We appreciate your understanding — it truly helps us serve everyone fairly and keep the sale running smoothly. 

    Shipping & Pick Up

    • No Free Shipping: Free shipping is unavailable during sale periods
    • No Order Holds: Orders will be shipped as ready, and we cannot hold orders for later shipping dates (even if requested)
    • Pick Up Orders: Please read our Pick-Up Page for important timelines and instructions. All sale pick-up orders must be collected within 7 days of your "ready for pick-up" notification
    • Shipping & Pickup Delays: Fulfillment times may take longer than normal with the higher order volume (up to 5-7 days for orders to process). While selecting a faster shipping method may speed up delivery times, it will not speed up our fulfillment process on site. We ask that you please wait until our Brick & Mortar Re-Opens to contact us if you still haven't received an update on your order 
    • For more shipping information, please check our Shipping Page 

    FINAL SALE REMINDER

    Our final sale policy during sales is a common practice among businesses to maintain efficient inventory management, operational planning, and customer fairness. 

    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). 

    Our sale periods are exciting, but incredibly busy for our team. We aim to provide the best possible service while managing a significant increase in orders and inquiries - with limited resources. 

    We sincerely thank you for your patience, understanding, and kindness during these hectic times. 

    Have questions? We'd love to help! Get in touch here.