FAQ's & Policies
Contact us at firstname.lastname@example.org with any questions or concerns.
We are located in the state of Oregon which has NO sales tax!
What forms of payment do you accept and when will I be charged?
We accept all major payment methods: Discover, MasterCard, Visa, American Express, and PayPal.
When you complete your order online, your payment is NOT automatically accepted from your banking establishment. We manually accept payments only when your order has been correctly collected and is ready for shipment.
When will my order be shipped and when can I expect it?
Most orders are processed and shipped within 24 to 48 hours of the order being placed (every day of the week) with packages picked up by USPS or UPS. You will receive an email with a tracking number as soon as we have created a shipping label. Domestic Priority Mail shipments typically arrive within two to five business days (USPS First Class takes a bit longer). International First Class* packages typically arrive within two to three weeks, with International Priority Mail* usually arriving in one to two weeks.
*Please Note: International shipping times are harder to estimate and will vary dramatically from country to country. Packages can sometimes take three to four weeks or longer to be delivered due to customs delays. If you have not received your order in a timely fashion, please check with your local post or customs office.
How will my order be shipped?
Within the United States, we ship packages under four pounds via First Class Mail or USPS Priority Mail (customer's preference at checkout). US packages over 4 pounds are shipped via UPS. All packages shipped outside of the United States are shipped via USPS.
What are the shipping costs?
Domestic (Within the USA)
First Class Mail (less than one pound): $3.25
Priority Mail Small Package Flat Rate: $6.50
Priority Mail Large Package Flat Rate: $8.00
FREE: $75 + Up
Small Package Rate: $10.00
Medium Package Rate (up to 2 lbs/1 kg): $14.00
Large Package Rate (up to 3.5 lbs/1.6 kg): $18.00
FREE: $175 + Up
Small Package Rate: $15.00
Medium Package Rate: $20.00
Large Package Rate: $30.00
FREE: $300 + Up
I live outside the United States, will I have to pay customs fees?
Customs fees are determined by your own country’s customs agency. As a retailer, we are required by law to mark customs forms with the actual package contents, their value, and as “merchandise”. Shipping costs at checkout are for your package's postage payment only. You may incur an additional fee via your country's specific agency requirements which is the responsibility of the customer, not of Happy Knits.
Where is my package?!
For USPS Domestic First Class and Priority Mail we offer tracking through USPS. When your order has been fulfilled and processed, you will receive an email with the tracking number. If you have not received this email, please let us know and we will send it again. (Note: Unfortunately, international tracking numbers do not typically follow your parcel to its final destination). Once an item has left our building, we can no longer assume responsibility for it, nor for items lost or damaged during shipping. Please follow your package's progress through the US Postal Service, and contact them if any issues arise as they are best able to track your package. Additionally, please be certain that the information we have on file for you is correct and up-to-date, to ensure that your order will be delivered to the right place.
How can I add to my order if I forgot something?
If you would like to add to your order, call or email us as soon as you can. You will need to pay for additional items over the phone, via a PayPal invoice sent by Happy Knits, or by making another online order (with shipping refunded) as we do not keep cards on file and we cannot charge you MORE than the original amount you approved at checkout. If you happen to place two or more orders online in the same day (and neither has shipped) we will combine the shipments for you and refund any possible postage costs.
Will all of the yarn I am purchasing be from the same dye-lot?
As often as possible, yes. We do hand pick skeins for each order and try our hardest to give you the best matching skeins. With hand-dyed yarns, there is almost always a variety of hues within batches. If we don’t feel the skeins are well matched (and we look at these things with a critical eye as knitters/crocheters ourselves!), we’ll call or email you with options for you to choose from.
We take all of the product photos for our online store in house to best show you what colors you are purchasing! We do NOT pull photos from our vendors' sites. As product colors can vary immensely between shipments, we always take fresh photographs if items appear wildly different from previous batches, ensuring that what you see on screen is the product that is available.
We have made every effort to display as accurately as possible the colors and images of the products that we carry. We cannot guarantee that other computer monitor displays will be absolutely accurate.
Will you wind my yarn?
Absolutely! We are more than happy to wind your yarn free of charge. To have your order wound, leave a note in the "comments" section of your order or email us your request at email@example.com. Please note that we cannot accept exchanges or returns of wound yarn.
I successfully placed an order, but now the yarn I ordered is unavailable to me! How did this happen?
We share our inventory with our brick-and-mortar store and occasionally an in-store or another online customer will purchase an item just before you. Rarely, our point of sale and online store will have issues syncing which can show erroneous inventory amounts. If this happens with your order, we will contact you with possible replacement items and do our best to resolve the issue as quickly as possible.
What if I did not receive the correct items in my order?
We put every effort into ensuring orders are packaged correctly, but occasionally we do make mistakes! If you discover something wrong with your order, please let us know either by phone at 503-238-2106 or email firstname.lastname@example.org. We will then work with you to have the correct items sent out to you as soon as possible and send a prepaid shipping label to return the incorrect items.
Oops! I've changed my mind! May I cancel my order?
Yes. As long as your order is still in the building, you may cancel it for a full refund. Email us ASAP at email@example.com. Please note that once your order has left the building, you are responsible for any and all returns.
May I return yarn that I ordered?
If you’ve changed your mind about all or part of a yarn purchase and would like to make a return we are happy to accept it as long as the items are in new and unused condition (no moth/smoke/pet exposure) within 90 days of the original purchase. To initiate the process, please email firstname.lastname@example.org or call the shop at 503-238-2106.
- Shipping fees to return items will be the responsibility of the customer.
- When we receive your item, we will issue you a store credit that can be used at any time.
- We cannot accept returns on books, patterns, needles, notions, or sale items.
- If you will be the Portland area, we are happy to accept returns in store.
Oh no! I can't make the class I signed up for. Is there a cancellation policy?
Classes can be cancelled up to 24 hours beforehand for store credit only. If an instructor cancels the class, you will be refunded the appropriate amount.
Do students get any sort of discount?
Yep! Class participants receive 15% off purchases made for class materials!