FAQ & Shipping
Welcome to our Frequently Asked Questions page! Please check here for questions related to our online store, and your online purchases.
If there is a question you have that is not answered here, please feel free to contact us.
Q: What time are you open?
A: Our brick-and-mortar location is open 7 days a week, from 10 am-6 pm Monday through Saturday, and 11-5 pm on Sunday.
Q: I'm driving. Where should I park?
A: There is street parking available in front of and nearby the store for $2.00 an hour. However, it can often be challenging to find available spots, especially during the busier times of the day. We validate one hour of Smartpark for purchases of $25 or more! Two Smartpark garages are conveniently located within several blocks of our store.
Q: When do you respond to e-mails?
A: We are able to respond to e-mails between 10 am and 6 pm Monday–Saturday, and between 11 am and 5 pm on Sunday. If there is an emergency, you can always give us a call at 866-656-5648!
Q: Why can't I log in to my old account?
A: Not to worry, we haven't lost your account information. Each customer will need to create a new customer login on our Web site to link with
their old customer account. Your old and new rewards points will link up so long as you use the same e-mail address!
Q: What happened to my account history?
A: Your online account history did not transfer from the older version of our old Web site to the present version. However, if there are any questions
you have regarding past orders, feel free to contact us, and we will try to help as best we can.
Q: How do I change my password?
A: To change your password, click here.
Q: How can I subscribe/unsubscribe to your newsletter?
A: To subscribe to the newsletter, use the "Sign Up" field at the bottom of the site home page. To unsubscribe to our newsletter, click the unsubscribe
link at the bottom of the -email newsletter, or e-mail us at firstname.lastname@example.org.
Q: What are Knit Purl Rewards?
A: As a special thank you for shopping with us, you are eligible to earn rewards points for each dollar you spend. One dollar is equivalent to one point,
and once you reach 500 points, you'll receive $25.00 in store credit to be used on future purchases. That's 5% back! The points do not expire, and can
be earned and spent in both the brick-and-mortar and online stores.
Q: How do I enroll and earn points?
A: By creating an account with us, you will automatically be enrolled in our rewards program. You will notified by e-mail once you've reached 500 points.
You can earn rewards points on all products, except for classes, gift cards, and sale items. Please be aware that points are subtracted from your account
if you return an item.
Q: How do I use my use my store credit?
A: Your store credit can be used in-store, online, or over the phone—just be sure to let us know before we take your credit card information that you wish
to use it. Online, select "Gift Card" as a payment option. You may need to call us with additional payment information. You can also use your credit card
first, letting us know in the "Notes" that you have store credit. We will refund you the amount of credit you have on file before capturing your payment.
Thank you so much for your loyalty. We hope you enjoy our little way of giving back!
Q: When will I receive my order?
A: We typically process orders within two business days. You will receive an email from us with a tracking number as soon as we have created a shipping
label for your order. Domestic First Class shipments usually arrive in 3 to 5 business days, and Domestic Priority Mail shipments usually arrive in 2 to 3
business days. International First Class shipments usually arrive in 2 to 3 weeks, and International Priority Mail shipments usually arrive in 1 to 2 weeks.
International shipments can sometimes take as long as 3 to 4 weeks due to customs delays. If there is a problem with your order, we will notify you by email
Q: I just made an order, but I forgot something! How can I add to my order?
A: If you would like to add to an order, call or email us as soon as you can and we will add the additional items to your order for you, assuming the order
has not already gone out. If you happen to place two orders online in the same day, and either order has not yet shipped, we can combine shipments for you.
Q: What forms of payment do you accept?
A: We accept American Express, Discover, MasterCard, Visa, and Knit Purl Gift Cards. We do not accept checks.
Q: How do I pay with a gift card?
A: To pay by gift card, select Knit Purl Gift Card as a payment option, and enter the 20-digit serial number (located on the back of the card) in the "Notes"
section of your basket before the checkout process. Please contact us by phone with a credit card number for any additional balance due.
Q: I changed my mind! May I cancel my order?
A: Yes. So long as your order is still in our building, you may cancel it. If it has not yet been processed, we will refund you the balance. If it has been
processed, we will be happy to issue store credit. Once your order has left the building, you are responsible for any and all returns.
Q: Where is my package?
A: For Priority shipping and most First Class packages (excepting gift cards), we offer tracking through the United States Postal Service. If we have your
e-mail address on file, we will send you an e-mail with the tracking number. If you have not received the e-mail, let us know and we will send it again.
Once an item has left our building, we can no longer assume responsibility for it, nor can we for items lost or damaged during shipping. Please follow
your package's progress through the Postal Service's Web site, and contact them if any issues arise. They are best able to track your package for you.
Additionally, please be certain that the information we have on file for you is the most correct and up-to-date, to ensure that your order will be delivered
to the right place.
Q: What is your return policy?
A: Unused yarn in its original condition may be exchanged for store credit within 60 days of purchase. We do not accept exchanges/returns on books,
needles, or accessories. When exchanging yarn, shipping costs to and from Knit Purl will be your responsibility, unless your order was filled incorrectly.
We strongly suggest that you insure all items to be exchanged. We cannot assume responsibility for items lost or damaged during shipping.
Q: Will you wind my yarn?
A: Of course! Knit Purl is happy to wind yarn free of charge. However, please note requesting that your yarn be wound will delay shipping, and that we
do not accept exchanges/returns of wound yarn. To request winding services, please leave a note for us in the "Notes" section of your order.
Q: My yarn doesn't seem to match. How did this happen?
A: We make every attempt to match dye lots and batches of hand-dyed yarns in full for the quantity placed in your order. If we do not have a match, we will contact you and attempt to find a suitable replacement. Please note that future orders of yarn will likely not match our current inventory, but we will do what we can.
Q: I successfully placed an order earlier, but now the yarn I ordered is unavailable! How did this happen?
A: We share our inventory with the brick-and-mortar store, so occasionally an in-store customer will purchase an item before we can pull it for you. If this
happens with your order, we will do our best to resolve the issue, whether that means finding a suitable replacement or backordering the out-of-stock item.
Q: There is a certain yarn I'd like to buy, but the Web site doesn't list the quantity. How can I find this out?
A: Right now, our Web site cannot display the amount of yarn we have available, but we are working on it. Please call or email us to ensure we have
the quantity you need.
Q: Can I order something that is not shown on the Web site? How do I do that?
A: Knit Purl brick and mortar carries items not featured on our Web site. If there are items you remember seeing in the store that you don't see online,
please contact us about the yarn and color you have in mind. Ordering new yarn lines or colors we have never carried before may not be possible.
Accessories, books, and patterns cannot be backordered. However, we are happy to contact you when the desired item comes back in stock.
If you decide to place a special order with us, we will charge a deposit on the yarn, either 50% or 100%, and all necessary shipping charges for the order.
There is a $50 minimum on all back- or special-orders placed within the United States, and $200 for special orders placed in Canada. We do not offer discounts on special order.
We will contact you when the yarn is in stock and ready to ship. To place a special order, please call us at 866-656-5648.
PDF PATTERN DOWNLOADS
Q: I have purchased my pattern. When do I receive a download link?
A: We wait until all orders are completely processed before completing them, be it yarn or a pattern download. This means that even if you purchase a PDF the night before, you may not receive it until your order is processed the next day. But don't worry, it's on its way!
Q: I received a download link, but it isn't working. What should I do?
A: Oh no! Just send us an e-mail at email@example.com letting us know, and we will resend your download link.
Domestic Shipping (U.S. Only)
|Price of Order||Method||Cost|
|$34.99 and under||First Class Mail||$4.50|
|$35.00 to $99.99||Priority Mail||$8.25|
|$100.00 +||Priority Mail||FREE!|
|Price of Order||Method||Cost|
|$74.99 and under||First Class Mail||$15|
|$75 to $174.99||Priority Mail||$25|
|$175 +||Priority Mail||FREE!|
Oceana (including Australia) Shipping
|Price of Order||Method||Cost|
|$99.99 and under||First Class Mail||$25|
|$100 to $399.99||Priority Mail||$45|
|$400 +||Priority Mail||FREE!|
All other International Shipping
|Price of Order||Method||Cost|
|$99.99 and under||First Class Mail||$20|
|$100 - $299.99||Priority Mail||$35|
Please note that First Class international shipments are unable to be tracked.
Oversize and heavy orders may incur additional shipping charges when shipped outside North America. Please view the item's product description for applicable items.
For more information regarding our classes, please see our Class Policies page.