FREQUENTLY ASKED QUESTIONS

**IMPORTANT NOTE** All products, with the exception of yarn, are final sale! We allow exchange on yarns that have been purchased within 30 days. All discounted products (whether purchased on clearance or on special sale dates or with a discount code) are final sale. 

 

SHIPPING FEES

"Do you offer free shipping after a certain amount?"

Yes! We offer free-shipping within Canada and the Continental US on orders $200 CAD or more. Please note that free shipping is not available during sale periods.

"How much does shipping cost?"

Shipping is calculated automatically through Canada Post and is based on location and weight. 

At check out, you will see a list of (trackable) shipping and pricing options before having to process your order. 

Please note that shipping fees for international orders do not include customs or duties fees. We are not responsible for any customs or duties fees that may be incurred upon delivery of US/International orders.

"I don't live in Toronto - do you ship to my city/province/country?"

Yes! We ship worldwide! Shipping fees to your location can be calculated for you at checkout before any payment is made.

 

SHIPPING SPEED

"How long does it take for my order to arrive?"

Parcels typically arrive within the timeframe estimated at checkout. 

We cannot be responsible if your package doesn't arrive, is lost in the mail, or shows up late. You will need to contact Canada Post directly for more information if you experience any delays or issues. Alternatively, you may contact us to open an investigation for you if your parcel is delayed beyond the estimated timeframe.

Online/in-store sale periods may also impact shipping times/delays.

"How often do you ship out?"

During regular shopping periods, parcels are shipped out daily (Monday - Friday). Parcels may be delayed during sale periods as we work to fulfill everyone's orders.

*Please note that we are unable to accommodate requests to hold orders to ship at a later date. Orders will be fulfilled and shipped as they come in.

 

PLACING ONLINE ORDERS

"Oops! I already placed my order but I made a mistake! (i.e. I want to add more to the order, or, I want to put two of my orders together)"

Due to our shipping processes, we cannot guarantee that we will be able to make any changes to your order after it has been placed. Please contact us via email (or via phone on weekends) as soon as possible to check on the status of your order.

However, we do not permit any changes to orders during sale/clearance periods. This includes, but is not limited to: combining multiple orders to be shipped together; changing pick-up orders to shipping orders, and vice-versa; adding or removing items from your order (even if it was just placed); cancelling orders, etc.

 

"I don't like ordering online - can't I just give you my credit card information over the phone?"

Unfortunately, we are unable take your credit card information over the phone without written permission. Due to this, we have the option to send you an online invoice, which is not only super easy, but super secure.

 

RECEIVING MY ORDER

"Oh no, I received my yarn and the colour looks different from the photo displayed on your website! What now?"

We know how important getting the right colour is to you, so we do our best to ensure that all of our photos are an accurate representation of the products and colourways originally received.

However, dye lots vary from skein to skein and we cannot guarantee that the new dye lot in stock represents the original photo taken.

Additionally, resolution settings vary on each device, which can make colours appear differently from screen to screen. Due to this, we cannot guarantee that your computer's monitor will display colours accurately. 

To mitigate these challenges to the best of our abilities, we offer full, customized and complimentary online and in-store service all year round in order to assist with colour selection, yarn selection, pattern advice, etc., so please don't hesitate to reach out! 

We're so sorry for the inconvenience; our standard exchange policy applies in this situation. 

If you're concerned about dye lots, please feel free to request the lot number or a photo of the specific colourway you're ordering, and we will send you provide you with the appropriate information/photo if needed.

"I want to exchange the yarn I received. Can you refund the shipping I paid?"

Unfortunately, shipping costs are non-refundable, and you will be responsible for paying for your own shipping costs to send the exchange back to us.

Please ensure you notify us about the exchange so that we are aware that it's on its way. Once your product is received, if it is unused and in its original condition, a credit will be applied to your customer account via gift card.

Please see our exchange policy for more information, or contact us directly.

COLOURS & PRODUCT PHOTOS

"Are your colours accurate in each photo?"

We do our best to ensure that each photo is an accurate reflection of the actual product, using many photos directly from the supplier themselves.

However, please be advised: resolution settings can vary on each device, which can make colours appear differently from screen to screen. Because this is out of our control, we cannot guarantee that your computer's monitor will display colours accurately. 

Additionally, please keep in mind that dye lots can vary from skein to skein and we cannot guarantee that the new dye lot in stock represents the original photo taken.

"I've heard dye lots vary quite a bit with this brand. How do I know what colour I'm really going to get?"

Dye lots can vary drastically from batch to batch, especially with hand dyed yarns. 

We are unable to change product photos each time a new dye lot arrives, and ask that our customers contact us before placing an order to request a photo if they're concerned about dye lots. We're happy to ensure that you're satisfied with your selection!

 

WINDING

"Do you offer winding?"

We do! It is free of charge and available only for yarn purchased at The Knitting Loft. All wound yarn is final sale.

You may add your winding request in the special order notes section at checkout. 

Timeframe: While we are typically able to wind yarn within 7 business days, we do not have any time guarantees for winding orders. 

We do not permit any winding requests during sale periods. Winding requests re-open 14 days after a sale has ended.

In-Store Winding:

We do not permit on-the-spot winding. You may leave your yarn to be wound, and we will email you when it's ready for pick up.

Online Winding (For Pick-Up or Shipping):

Please leave a note on your order that you would like your yarn to be wound. As we have separate team members who check emails and fulfill online orders, we cannot guarantee that we will receive your winding request if it comes through after the order has been placed.

Please be advised that your order may be delayed when a winding request has been made.