FAQ's

Here are some of our frequently asked questions:

1.  When will I get my package from www.yarnloop.com?

Since we are based in Austin, Texas, all packages (excluding Pre-Orders) should arrive within 1 week no matter the shipping.  We offer the following USPS services:

• Ground Shipping to US residents on all small orders for a flat fee.  Package should arrive within 5 business days and is trackable but has no insurance.  Orders shipped within Texas generally take 2-3 days.
• Priority Shipping to US residents; Package should arrive within 2-3 business days guaranteed.  Package is insured up to $100.
• FREE Priority Shipping to US Residents for orders of $99 or more!  Package should arrive within 2-3 business days guaranteed.  Package is insured up to $250.
• International Shipping to Canada, Mexico & Western Europe available at this time. We offer both Priority Shipping (recommended for all packages with $50 or more in products with arrival times in about 1 week depending on your location) and 1st Class Mail (unspecified arrival time & uninsured; please keep this in mind when ordering).  These rates are based upon weight and vary by location.  Please know that this does not include any customs fees.  You will be responsible for customs upon receiving your package.  We do not typically ship to any other countries but hope to very soon!  We are happy to quote a shipping price to you regardless, so please contact us for more information.  

Most pre-ordered items have been noted with expected arrival times which generally range from 7-10 business days.  You will receive an email as soon as we have contacted the distributor and know a more exact date of arrival.  If you pre-order an item that is backordered at the distributor, you will always receive the option to cancel your order or wait.  We also make sure to provide the estimated timeframe for receiving the item.  When items are imported from other countries, delays can sometimes happen, so please understand that delivery dates are estimated and not guaranteed. 

3.  How are kit prices calculated?  Will I get the right amount of yarn?

Kits are priced according to the price of the pattern plus the price of the yarn for your size.  We pre-bundle pattern kits to save you time and energy, and we guarantee that all colors within one kit "go together".  You will receive colors from the same dye lots to maximize color blending, too.  We guarantee that the yarn sold in the kit is a good match for the pattern, too. 

Each kit includes:

• the pattern- both PDF and printed (unless specifically stated otherwise)
• enough yarn to make your size (or a set amount for a cowl or shawl)
• and certain accessories as notated in each kit like buttons, polyfill or embroidery floss. 

4.  Will you walk me through buying a kit?

Absolutely!  If you are purchasing a small cardigan that requires 1196 yds of Worsted Weight Merino Wool, click the "Small" button on the right side of the screen.  Depending on the pattern, you may then choose a yarn base on the right of the screen, and lastly, the color(s) of the cardigan.  Select the "quantity" of kits you require, not the number of skeins!  That has already been calculated for you.  Lastly, "Add to Cart" to complete check out.

Please know that yardage is estimated by the designers and may be too much yarn.  If this is the case, please return the unused, originally packaged yarn using our "Yarn Swap Program-Pattern Overages".  You will receive your purchase value of the yarn as a credit to use towards future purchases!  Please click the link to learn more about this wonderful plan at www.yarnloop.com

5.  I missed the last sale!  How do I learn about them in time?

Simple!  Subscribe to our Email List at the bottom of the screen (look in the black section).  Each week we send no more than 1 email highlighting promotions for the following week.  We want to inform you of the new items, sales, promotions and special interest section without bombarding your inbox.  

6. I want to PRE-ORDER some yarn, but it isn't listed.  Why are some yarns available for pre-order and others are not?

We wish we could allow pre-orders on all yarns and notions, but some of it simply isn't available in a timely fashion.  Some distributors supply so many shops that they can't keep their imports in stock.  We only offer pre-orders on items that will be filled in less than 1 month's time.  

Some items are extremely new at Yarn Loop and we simply have not had the time to upload all of our selections.  We love receiving requests from our customers regarding their favorite brands, lines, and notions, too.

Discontinued yarns are also not available in mass quantities so it is always better to contact us to see if we can get you that exact color or dye lot first.  Similarly, if you are looking for a specific color or a specific brand, please contact us so we can see if it is available.

7.  I need to place a big order to make a blanket or cardigan.  Will Yarn Loop send me matching dye lots?

Yarn Loop always strives to send you matching dye lots.  We always hand check orders before they are shipped out to make sure that the colors blend.  If you would like a single dye lot for 15 skeins of yarn, please add "matching dye lots requested" in the notes at checkout.  If we don't have enough yarn on hand, we will contact you and follow the Pre-Orders protocol listed above so that you know when to expect your yarn.  We will always give you the option to cancel if we cannot fulfill your order in a timely fashion.

Please understand that Malabrigo and Manos del Uruguay are dyed in small batches, so a single dye lot may not be available for 6 skeins or more.  However, we will still check the yarn and get you the best color match possible over dye lots.  Remember to alternate strands to prevent color pooling.

8. I want to buy 9 skeins in a certain color, but the website only allows me to put 6 in the cart.  How do I purchase the other 3?

Our shop is set with our current inventory so you are restricted to the items on-hand unless you PRE-ORDER.

• Put the quantity allowed in the cart
• Go back to the same page and select "PRE-ORDER any 1 color".  
• Select the quantity you desire.  In this case, select 3.
• Add PRE-ORDER to cart
• Now you have the correct quantity in the cart
• At checkout, under "Notes" Please specify Yarn Line, Yarn Base & Color so we may order it.  If you want matching dye lots, please write "Request matching dye lots" and we will Special Order the entire amount.  Go to PRE-ORDER to see more regarding shipping.

9.  I ordered a pattern, separately or with a kit.  When will I receive it?  What format?

You will receive a .pdf file from Ravelry to your email within 24 hours of purchase.  You will also receive a printed copy with your kit or order (at this time, we do not mail printed copies unless they are accompanied by yarn or notions).  Please use your Ravelry email address at checkout if you would like to be able to put your pattern in your Ravelry library.  You may also add your Ravelry ID to the "notes" at checkout so that we can make sure that it links up properly with your Ravelry account.

9. My package was damaged or lost in transit; what do I do?  Will Yarn Loop help me?

Always!  For lost packages, we will help you track down your package and make sure it arrives.  We will do as much legwork as we can to figure out what happened.  Please double check your shipping address at the time of purchase to alleviate lost packages. 

For damages, please email photos right away.  All packages are hand packed and sent in secure/waterproof wrapping to keep your yarn, patterns, and notions safe.  We always hand check needles for breaks before mailing as well.  All needles are sent in boxes with extra padding to prevent breakage or damage.  But, things happen in transit that we can't predict, that is why we prefer insured shipping services like USPS Priority Mail & UPS.  Yarn Loop can recoup losses and get you replacements faster, too.  All replacements will be sent insured using Priority Mail or UPS to get you crafting sooner.  We may require the broken/damaged items to be returned to the store due to our manufacturer's policies.

We will do as much as possible to have happy customers!  Please note that all of our packages are sent with tracking.  This creates a beneficial partnership between store and customer.  You know we mailed the package; and we know where it went.  (Losses due to incorrect addresses are a bit more tricky; we require a secondary payment until the lost package returns to the store.  This may take upwards of 2 months depending on what the shipping company does.  Once we receive the lost items, your money will be refunded immediately.)

9.  I ordered this certain color that looked great, but I hate it in person.  Can I do an exchange?

Yarn Loop strives to provide accurate and correctly rendered photos on all of our yarns.  We have recently noticed that the "eye fatigue" "or "blue light filter" setting on screens really messes with our photography, creating an amber cast on everything.  Before ordering yarn, please turn off this setting to verify that the color is what you expect. 

Yarn Loop will process exchanges within 30 days of purchase.  Please do the following in order so that we may help you:

• Email a request for exchange
• Mail back the yarn to exchange.  Yarn must be in original packaging, in original new condition with all tags attached.  Please package in a plastic bag to prevent water damage during shipping.  Yarn that has been around pet hair or smoke-filled environments is non-returnable.  You will be responsible for all return shipping.  It is advisable to ship with tracking confirmation so that we actually receive the return.  We will not be able to process any exchanges if the yarn never makes it to the shop.
• A credit will be applied to your account upon re-stocking.  There is no charge for re-stocking.  The credit information will be emailed to you.
• Use the credit code when you place your new order to discount the exchange price.  

10.  One of my needles broke.  Will you help me get a free replacement?

Most of our manufacturers offer a lifetime warranty on their products; that's one extra reason why we love them!  Granted, this warranty is voided if you drive over your needle case with your car or your cat decides to use them for dental picks; you will have to pay for the replacements if the damage is due to mis-use. 

All manufacturer's defects can be sent to Yarn Loop, and we will help you get your replacement.  This includes finishes chipping off, cracked DPN's, cords falling out, broken threads, etc.  Contact us with warranty claims.  We are a certified dealer and will help you get back to crafting.  (Does not apply to any notions bought at other stores.  You must go through the location you where you bought your supplies.)

More questions?  Please contact us today!