ORDERING YARN Please be aware that as much as we try to keep up with demand and ship within 2-3 days of receiving your order, we still do get hit with surprise rushes and will have to dye your yarn specifically for you. We try to email you if there will be more than a week’s delay to ship out your order, but sometimes we fall down on that as we are just swimming in dye trying to keep up! Please forgive us - we’re dyeing as fast as we can! Since we are so busy with our regular orders we are not able to do custom colors.
ORDERING PATTERNS If you do not receive your download link within one hour, please verify your email address and your form of payment set up with your Paypal account - if you paid with an e-check, this will require the usual 3-5 days to clear before your download will be sent. Payments made with a credit card do not require the same time to clear as e-checks and are the quickest way to receive your download.The pattern will be emailed to you to the email associated with your purchase. If you do not receive your pattern within one hour please check any other email addresses that you may have, and also check your spam folder. If that does not resolve your issue please email us and we will track it down for you.
PATTERN HELP Please visit our tips and tutorials page for videos that cover some of the patterns we offer. If you purchased your pattern from a retail store, please contact your LYS for assistance first as many problems can be fixed quickly with a second pair of eyes directly on your project. Google, YouTube and KnittingHelp.com are great resources for knitting assistance for basic knitting techniques. We are not able to provide phone support for pattern questions. Please email us for Knitwhits/Freia Yarn specific pattern questions should the above resources not resolve your situation. We are not able to modify patterns to accomodate sizing differences.
What are my payment choices? You can pay by any method as permitted by Paypal, our payment processor (e-check, assorted credit cards, and via Paypal) or by your preferred major credit card. You do not need to have a Paypal account to order from us. Note that e-checks (processed via Paypal) will delay shipment of your order (this includes downloads) until the payment has cleared.
Why can't I log in? Log In is for our wholesale accounts only - at this time we do not have a log in system set up for retail customers on our website.
Sales Tax Sales tax is charged on any non-clothing item in the State of MA for sales within the state.
I did not get a receipt for my order, help! You will receive a receipt from Paypal and/or Weebly for your purchase to the email that is on file with Paypal or that you have provided. This is the only emailed receipt you will receive. Please verify that your correct USPS mailing address is on your receipt. If the address is not correct please email us with the correct information.
Shipping Policies We ship Monday-Thursday. Packages ordered Thursday afternoon through Sunday night will be shipped Monday (out-of-stock items will ship as ready). Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will find your shipping cost. We will ship your order shortly after we receive payment from you.
International Shipping We ship all international packages via First Class Mail by default. First Class Mail takes between 2 to 6 weeks and will vary by destination. International packages cannot be tracked once they leave the country. Please note - you are responsible for any customs or duties imposed by your home country. You can estimate your total cost of import here: http://www.dutycalculator.com/new-import-duty-and-tax-calculation
Do you ship to my country? You can add items to the shopping cart and enter your shipping info. If your country is not in the dropdown menu of available countries, then unfortunately we cannot ship to your country at this time.
What is the return policy? Please contact us via email at firstname.lastname@example.org before returning your item. Items can be exchanged for an item of equal value within 30 days. Buyer is responsible for return shipping. If you receive a defective item, please contact us for a replacement within 2 weeks of purchase