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: How do I change my password?
A: To change your password, click here.
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: 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.
A: No. We do not capture the payment for online orders automatically. Credit cards will be charged only when we have correctly and completely filled your order, or after we have contacted you, should the order be incomplete or altered.
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.
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 firstname.lastname@example.org letting us know, and we will resend your download link.
Q: Can you wind my yarn?
A: Of course! Knit Purl is happy to wind yarn purchased here 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.