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 on clearance or on special sale dates) are final sale.
"Do you offer free shipping after a certain amount?"
Yes! We now offer free-shipping within Canada and the Continental US on orders $200 or more. 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.
"How long does it take for my order to arrive?"
Parcels usually arrive within the timeframe estimated at checkout. However, please note that these are time estimates only, and that all time-guarantees have been suspended since the start of COVID.
Postal services worldwide continue to experience unpredictable delays. While some parcels are arriving within the standard timeframes, others remain at postal depots or customs as they await fulfillment, (due to intensified processing protocols and limited employees to honour social distancing).
During this time, we do not offer refunds on delayed parcels, (whether on a standard shipping option or express option). We apologize for any inconvenience if you experience some of these delays.
Online/in-store sale periods may also impact shipping times/delays.
"How often do you ship out?"
During regular times, parcels are shipped daily, (Monday - Friday). Parcels may be delayed during sale periods as we work to fulfill everyone's order.
If you would like your order to be shipped out on a specific date, please leave a note on your order, (unless during an official sale period).
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)"
Parcels are often dropped off the same day that the order was placed, so please contact us as soon as possible, (phone is quickest), so that we can try to intercept your order and make the changes requested. If your order hasn't already been fulfilled, we will do our best to accommodate your request.
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 can't find all of the products I'm looking for on your website, but I know you have it in-store. Can I still order online?"
Totally! Please send us an email or give us a call with exactly what you would like to order. We will send you an invoice via email, where you'll be directed to your custom order page on our website.
"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 can send you an online invoice, which is not only super easy, but super safe.
RECEIVING MY ORDER
"Oh no, I received my yarn and the colour is 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.
We're so sorry for the inconvenience, our standard exchange policy applies to 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 a picture/appropriate information.
"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 on exchanges.
If you are making an exchange, to avoid additional shipping charges, you may reseal the original parcel, (with the original shipping label visible for the postal service), and write in large, black font "RTS - Return to Sender". You can drop the parcel in any mail box to return the package to us free of charge.
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 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!
"Do you offer winding?"
We do! Free of charge and exclusively for yarn purchased at The Knitting Loft. All wound yarn is final sale.
We do not permit any winding requests during sale periods. Winding requests re-open 14 days after a sale has ended.
We do not permit on-the-spot winding. You may leave your yarn to be wound, and we will call you to pick it up when it's ready, (can take up to 1-week).
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 you email the request, rather than a note on your order, (prior to purchasing).
Please be advised that your parcel may be delayed when requesting to be wound.