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Orders over $75 USD
to the USA & Canada


45 Day Policy
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Free Shipping

Orders over $75 USD
to the USA & Canada


45 Day Policy

Customer Service

Contact Us:

For concerns involving your order, please call us at 1-855-418-0908 or email

For all other concerns such as membership, quality issues, and newsletters, please email us at or call us at 1-888-368-8401


Track Your Order

Tracking is available for packages being shipped to United States, Canadian, Australian and United Kingdom destinations.  Once your order has been picked up from our warehouse, you’ll receive a “Shipping Confirmation” email with the tracking number for your order. To track your package, just click on the tracking number in your email to access our carrier’s website, where you can track your order from our door to yours!

Please note: It may take 24 to 48 hours after your order ships for the carrier to update its tracking information.


Order Processing Policy

Orders can only be placed on line through our website. cannot accept orders via telephone, email, post mail or fax. If the item(s) you ordered are out of stock at the time of fulfillment we will cancel the order to stop the hold on your funds.



At this time does not process backorders. If an item is out of stock at the time of fulfillment the out of stock item will be cancelled, the balance of your order will be shipped, your order total will be adjusted, and you will receive a Ship Confirmation email notifying you of the change. You will need to place a new order if you still need the item when it is back in stock.


Emails About Your Order

After you submit your order, you will receive a computer-generated email confirmation that your order was placed. Please check your spam/junk folder if you do not see this email within 5 minutes of completing your order. In your “Order Confirmation” email, you’ll find the following important information:

  • Billing information

  • Shipping information

  • Order number

  • Account email address

  • Items and quantities ordered

  • Subtotal, discount, shipping charges, order total


If your order includes a downloadable product like a pattern book PDF, your “Download” email should arrive minutes after you receive your “Order Confirmation” email. This email will contain the following information:

  • Order number

  • Instructions

  • Title of book or pattern ordered

  • Download link

Once your order is ready to be shipped, you will receive a “Ship Confirmation” email. If you have not received a “Ship Confirmation” email within 4 business days and you have verified the “Ship Confirmation” email is not in your spam/junk folder, please log into your Account to confirm your order is still active. If it has been cancelled, please watch for the item(s) to return to the In Stock status and place a new order.


Changing/Cancelling Your Order

We’re committed to doing everything we can to make sure that you receive exactly what you want. If you want to cancel or make changes to your order, please email our Customer Service team at or call us at 1-855-418-0908. Customer Service is available Monday–Friday, 9:00 am – 4:00 pm EST. We can’t guarantee that we’ll be able to make the changes you request, but we’ll try our best!

For the most efficient service and the quickest response, please be sure to provide your name, order number, and the reason you’re contacting Customer Service in the subject line of your email – for example, if you’d like to cancel your order, put “Cancel Order” in the subject line.

We pride ourselves on getting orders on their way quickly and efficiently, so the sooner you email us, the better. We’ll do everything that we can to accommodate your request, but once your package has been processed, we’re not able to cancel your order.

If you are unable to cancel your order before it is shipped but no longer want it, when you receive it please return it to us at the address listed in the Return Policy. However, you will still be responsible for the shipping charges.

Please note: We may need up to 3 days (excluding weekends and USA federal holidays) to process your order. However, there is a chance that we could have your order picked and processed within hours of the time you placed it, making it necessary for you to contact customer service as soon as possible with your request to change/cancel your order.


Dye Lots

Please note - while we match dye lots whenever possible, unfortunately it is not always possible to match dye lots for larger orders.



Please visit our Shipping page for more information on our Shipping Policy.



Pricing is in US currency only. Shipping and handling are separate.


Sales Tax

Sales Tax (if applicable) will be calculated based on the State or Province to which the merchandise is shipped.


Accepted Payment Methods

We currently accept payment by Visa and Mastercard credit cards. Orders placed using a credit card from a financial institutions outside of Canada may incur International Transaction Fees from card issuer.



Your complete satisfaction is very important to us. Your order is carefully picked and packed, and we want receiving your order to be a positive experience for every customer. If there’s anything wrong with your order, please send us an email at and we’ll get to work resolving the issue for you. For the most efficient service and the quickest response, please provide your name, order number, and the reason you’re contacting Customer Service in the subject line of your email.


Return Policy

Full refunds will be issued for merchandise returns that have been received within 45 days of the date your order shipped. Shipping charges are not refundable and you are responsible for the return shipping charges. Please allow up to five business days from the time your package is received for processing. Refunds will be provided in the same tender as the original purchase. Your purchase will be refunded in full (minus the shipping cost) upon its receipt in our returns department. Please allow up to three full business days from the time your package is received for processing.


Return Instructions

Please package the items, unopened and unused (for yarn this pertains strictly to the paper wrapper around each skein), in a box with a copy of the original packing slip (a copy is fine) , or a copy of the Ship Confirmation email.


Send the box to:

If you are located in Canada and need to make a return, please send to the address below. Returns
1700 Bassett Avenue
Listowel, Ontario
N4W 0B1


Note: For Canadian orders, please be sure to include your original packing slip and mark the RA# (also known as a Return Authorization Number) clearly on the outside of your package.  Please contact customer service at 1-855-418-0908 or for an authorization code.


All other returns should be sent to this address: Returns
165 Cottage Grove SW
Grand Rapids, MI 49507

Restocking Policy does not charge a restocking fee.


Still have questions? We’ve got answers! If you didn’t find what you were looking for here, please contact our Customer Service team at