Shipping & Help Centre

Thank you for shopping at The Knitting Loft! 🧶

Welcome to our Help Centre! Please select the category you're looking for help with below:

 

🇺🇸 US Customs & Duties Policies

Please read before ordering if you are located in the United States.

We strongly encourage all U.S. customers to review your local import policies before placing an order with us, as The Knitting Loft will not be responsible for any duties, taxes, or fees applied upon delivery and our standard return policies apply even if you refuse or reject delivery. Please be aware:

  • Shipping fees are non-refundable, even if you reject the parcel due to customs charges
  • If you refuse delivery and your parcel is sent back to us, your order will be treated as a return, and you will receive store credit only (unless purchased at a discount) for the product value (excluding shipping) in accordance with our standard return policy
  • We will not issue refunds for orders refused at customs or returned due to unpaid duties
  • Return shipping is the responsibility of the customer in all such cases

We currently have a flat rate DHL option as we work towards a long-term solution, which will enable the payment of duties at checkout. For now, please anticipate additional duties fees when your parcel arrives at customs. You may check back here for regular updates. 

We understand that international duties can be frustrating, and this is a transition for all of us. We appreciate your understanding as these changes take effect. If you have any questions about your order or how to proceed, feel free to reach out to our support team before purchasing - we're happy to help guide you through the process!

Important Note on Sale Periods & Discounted Items: If you're placing an order during a sale or purchasing discounted products, please read our Sale Policies before checking out, as refused parcels of final sale items are considered abandoned and are not eligible for refunds or store credit. 

🚚 SHIPPING

Thank you for creating with us! Below you’ll find answers to our most common shipping and order questions. We hope this helps you shop with confidence.

Online Orders at a Glance

  • Secure Contact: For security purposes, we will never request for payment information over the phone, nor take payment over the phone. Customers will only be contacted from our official email hello[at]theknittingloft.ca using our secure online invoicing option (on request) for custom orders or additional purchasing support.
  • Customer Information: Please double-check your mailing address prior to purchase, as autofill can sometimes overwrite details, and we are unable to take responsibility for incorrectly entered addresses. If you notice an error in your shipping details before your order has been fulfilled, please contact us right away and we will correct it if possible.
  • Order Changes: While we'll always do our best to intercept orders when possible, we cannot guarantee that we can make any changes to your order after it's been placed. Orders are typically shipped as purchased (with our standard exchange policies applied). We will meet change requests depending on where your order is in processing (email us right away, or call on weekends). 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.
  • Orders Already on the Way: Once a package is on the way, we're unable to intercept it. For delays or delivery issues, please contact Canada Post directly or reach out to us to open an investigation. We cannot take responsibility for theft of packages after they have been delivered ("porch pirates"). 
  • Shipping Times: Timelines provided are estimates only. We cannot offer refunds or credits for delivery delays, as these are beyond our control. 
  • Order Holds: We cannot hold orders for later shipment. Orders are fulfilled and shipped as they come in. 
  • International Shipping: Customers are responsible for customs/duties fees. Due to the suspension of the de minimis exemption in the United States, all packages are now susceptible to additional tariffs. We currently don't ship to the EU as we navigate GPSR changes. 
  • Sale/Discount Periods: Shipping policies and delivery timelines may be affected. Please see our Sales Page for special details.

Please see further details on these policies below.

 

Shipping Costs

Shipping rates are calculated automatically at checkout based on the weight and destination of your order. You’ll be shown all available trackable shipping options and pricing before confirming your purchase.

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.

We offer free shipping on orders of $200 CAD or more (pre-tax) to Canada:  

  • Free shipping to Canada: Expedited Parcel (takes up to 14 business days, tracked and insured up to $100)
  • Free shipping is not available during sale periods and gift cards do not count toward the $200 minimum.

For faster delivery, please select one of our paid shipping options (see below).

US CUSTOMERS: Please be aware that the United States administration has suspended the de minimis exemption on shipments imported to the US. If you are ordering from the US, please be aware that your package may be subject to additional duties and/or tariffs. Import duties may be higher than on previous shipments received, and we cannot anticipate what duties may be imposed, nor can we take responsibility for them. If you choose to reject your parcel, please be aware that any return fees/duties will be deducted from your total credit.

Shipping Speed

Timeframes are provided based on when your parcel actually leaves the store, and does not include fulfillment time. We take pride in getting orders out quickly, and pack and fulfill orders daily from Monday-Friday, but please note that depending on what's going on at the shop, there can sometimes be a longer wait time - especially during major sale events (typically around 5-7 business days). 

Note: The checkout system currently displays “1 business day” for all shipping methods. Please refer to the timeframes below instead.

  • Expedited Parcel: 1-14 business days
  • Xpresspost: 1-5 business days
  • Priority Post: 1-3 business days

 

Order Changes

We begin processing orders quickly, so we can’t guarantee we'll be able to make changes once your order is placed.

  • Please contact us as soon as possible by email or by phone on the weekends to check your order status. 
  • During sale periods, we are unable to accommodate any changes, and ask that you review our Sale Policies page for special details. 
  • If we notice an issue with your order (e.g., missing item, address concern, lot issue, etc.) we'll email you from hello[at]theknittingloft.ca and hold the package while we wait for your response. If we don't receive a reply within a month, your order will be processed and shipped as is (or cancelled if it's a pick-up order). 

 

🛍️ PICK UP IN STORE

  • Hold Time: Pick-up orders are held at the shop for a maximum of 2 weeks (7 days during sale periods) before the customer is required to select a new shipping method. If you require a rushed pick-up, or an extended hold on your order, please contact us to coordinate. Please note that this option is not available during sale periods. 
  • Pick-up Notification: Please wait for confirmation before coming to the shop. 
  • Picking Up: If you would like someone to pick up the order on your behalf, they will need to provide the order number and the name on the order. There is no need to contact us beforehand! 
  • Pick-up Times: You can pick up your order any time during our store hours!

 

💻 ONLINE SUPPORT

We know online shopping can be tricky, which is why we are happy to provide complimentary email support to make your experience as smooth and creative as possible! 

We offer the following email services, and are just a click away!

  • Pattern Discovery: Have a yarn in your stash and have no clue what to use it for? Or do you have a project in mind but don't know where to start? Email us with the details of what you're looking for, such as what you want to make, what materials you'd like to work with, or special features you're hoping to incorporate into your project.
  • Colour Support: When it comes to any colour inquiries you might have, we're here to help. Please send us an email with any questions you have about colours - whether it's choosing colours that go great together, finding a perfect matching mohair, or you're trying to replicate your favourite store-bought sweater, we'll send you photos and suggestions to better support your decision before purchase. Please include information on what project you're working on, and what colour(s) you prefer or want to work with, and any relevant inspiration photos or projects you might have! We'd love to help you find your perfect colour-match-made-in-heaven!
  • Yarn Recommendations: If need some yarn substitutions or alternatives, we're happy to help you sort through our vast catalogue to find the perfect options for your project. Please email us with the project(s)/pattern(s) you want to make, and if you have any fibre preferences, sensitivities, or have specific budget in mind for your project. Think of us as your personalized YarnSub!
  • Dye Lot Photos: Part of what can make online yarn shopping so tricky are dye lots - especially for hand-dyed yarns and rich tones. You don't have to spend an hour looking for the perfect yarn, only to find that the lot you received isn't the as vibrant as the one in the photo - email us ahead of time if exact colour tones are crucial for your project. We'll send you photos of what we have on hand, and can suggest alternatives if it doesn't match what you had in mind.
  • Dye Lot Requests: If you need a specific lot, we're happy to check that for you. Please send us an email with the lot number you need, and we can check that for you. Alternatively, you can include the lot as well as what you'd prefer we do if we can't match it (contact you, cancel the order, or go ahead with what we have) in the "order special instructions" at checkout. Please note that during sale periods we cannot guarantee lot availability and will send what we have.
  • And more! If your inquiry or the service you had in mind isn't listed above, reach out to get personalized advice from our passionate and skilled team of Yarn Concierges!

 

🧶 WINDING

Our winding service is completely free of charge for yarn purchased at The Knitting Loft. Here's everything you need to know:

  • Final Sale: All winding orders are strictly final sale. No exceptions.
  • Making Your Request: You may add your winding request in the special order notes section at checkout.  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 via email after the order has been placed.
  • Timeframes: Please be advised that your order may be delayed when a winding request has been made. While we are typically able to wind yarn within 7 business days, we do not have any time guarantees for winding orders. 
  • On-the-Spot 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.
  • Sale Periods: We do not permit any winding requests during sale periods. Any winding requests made on sale orders will be shipped unwound. Winding requests re-open 14 days after a sale has ended.

 

❓HELP WITH A RECENT ORDER:

The last thing we want to hear is that your order didn't arrive as purchased or expected! Please send us an email and we will get in touch with next steps and any potential resolutions within 24 hours between Monday - Friday (please note that special events or store operations may impact these timeframes, but rest assured, we will get to your inquiry as soon as possible!)

Delays & Order Errors

  • Order arrived incorrectly (wrong items sent, items are missing/damaged): Send us an email with your order number and what went wrong, including photos if relevant.
  • Received a notification that the order arrived, but nothing's here: In our experience, this is usually either due to a delivery scan glitch (and the parcel actually arrives within a few days), or a neighbour/family member/concierge collected it for safekeeping. If possible, please check with anyone who might have received it on your behalf. 
  • Package is delayed or missing: If the timeframe for your selected shipping method (as listed above) has passed since your order was shipped and your parcel still has not arrived, please email us and we will open an investigation for you. 

Dye Lot Variations & Colour Differences

  • We do our best to ensure that all of our photos are an accurate representation of the products and colourways originally received (using many photos directly from the supplier themselves), however, dye lot differences are standard in the industry, and we cannot take responsibility for variances from lot to lot. Since we do not change product photos for every lot we carry, our complimentary email service is available to assist you with your online shopping when exact colours are crucial to your project.
  • 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.
  • Hand dyed yarns, even when from the same batch (though the majority of hand dyed yarns do not come labeled with dye lots), can vary from skein to skein, and these variances can sometimes be visible when you finish one skein and move on to the next. To avoid colour pooling or lines when you begin a new skein, we recommend alternating skeins in order to integrate the new skein and create a fabric with more even colouring. 

We hope you will love the yarns and colours you receive, but if they weren't what you were hoping for, please see our exchange policy for how to go about exchanging them. 

Yarn weight discrepancies:

Grams of yarn listed per skein are approximates and may vary from yarn to yarn and brand to brand.

  • It is typical for yarn weights to vary by ±10g from what's on the label, due to different variables, such as a change in humidity.
  • If your ball of yarn is drastically underweight (more than 10g less than what's advertised) please contact us and we will send you additional skeins if needed/available, or provide a refund/store credit for the problematic skein(s).
  • To avoid any dye lot concerns, we encourage customers to weigh their yarns promptly if there are weight concerns for your best chance at a replacement within the same lot.

 

Thank you again for trusting us with your creative journey. Please don't hesitate to contact us before placing your order if you have any questions or concerns!