We recommend hand washing all dyed fiber in cool water, regardless of whether or not it is superwash. Although our colors are wash fast and treated with special dye fixative, hot water can sever the chemical bond between dye molecule and fiber, causing bleeding. Cool water will help prevent this from happening. Cool water will also help keep fiber from felting if you don't want it to.
In addition to using cool water, we highly recommend using a nice, neutral soap. Soaps that are not neutral or have certain oils in them can cause your yarn or fiber to bleed, even if it has been properly dyed. Baby soap and shampoo works really well, as does Unicorn and Beyond Fibre Wash. We use Beyond for blocking our own knits in cool water, and it works really well.
When will my order ship?
We always try to ship orders as quickly as possible, but 99% of the dyed fiber and yarn in our shop is made to order. We normally allow 3 to 5 business days to ship for regular sized orders, though many ship within 1-3 days.
Large orders or orders with multiple different colored items can take longer to ship. As always, please let us know if you are in a rush to receive your order, and we'll do our very best to get it made quickly for you (at no additional cost when possible). See below for more details regarding our shipping policies.
Can you dye a custom colorway for me?
Because most of our fiber is dyed to order, we are happy to customize it to fit your needs! Love a colorway, but want to see an extra color added to it? No problem! Just let us know.
Have an inspiration photo that you want to see come to life? We can do that too!
We also have a wide variety of fiber bases that we can choose from, aside from the default fiber choice in each listing.
Do you offer lay away?
We are happy to accept lay-away for any of our products. Lay away is most commonly used to purchase our SpinOlution spinning wheels, so these terms apply for the wheels only:
The first payment with lay-away is nonrefundable (it's like a deposit that goes towards the wheel purchase price). The minimum first deposit is $150.
After that, 50% of all payments are non-refundable.
We don't order the wheel until the payments are complete, so you aren't locked into the specific wheel or package until we are ready to order it for you. This means you can change your mind before the wheel is ordered and order a different style or package if you choose to.
The final price that you will be charged will be the listing price of the wheel at the time of the final payment. Once your wheel is ordered, the typical time-frame is 4 to 6 weeks from order to delivery.
We request that you make at least one payment per month, on your chosen due date. This will help keep you on track for getting your wheel in a timely fashion. Monthly payments should be $100 or more.
We realize that sometimes emergencies happen and there might come a time when you need to skip a payment. If this happens, please contact us and let us know. One skipped payment is not a problem. *Three* or more skipped payments will result in termination of the lay-away plan.
Once you are ready to start your payments, please let us know the amount you would like to pay each month, and what your preferred due date is. We will make a custom listing for you each month with a tally of the total you have paid so far. Extra payments and early payments are always accepted. We will send a courtesy email each month once we make your custom listing.
There is no charge for signing up for a lay away plan with us.
Lay-Away plans for fiber and other products in our shop:
Anything in our shop can qualify for lay-away, including custom orders. The fiber or yarn is not dyed until the final payment is complete -- we have learned the hard way not to pre-dye yarn or fiber because too often, people don't end up buying it. Contact us for a customized lay-away plan that will fit your needs.
Refund and Exchanges Policy:
Because of the nature of our business, refunds are typically not permitted unless there are very special circumstances, which we will determine on a case by case basis. This is because the majority of our fiber is custom dyed, spun, or custom ordered, though some considerations can be made if you are not happy with your order, such as shop credit or an exchange, minus the shipping cost. If we have made an error with your order, we will cover the cost of the return shipping.
Please note that cones of yarn and bumps of fiber (bumps are classified as 10lbs or more) are special ordered once you place your order, and we do not accept returns for these items under any circumstances, though we will happily exchange them if they are damaged, or replace them if they are lost in the mail.
If for some reason you are unhappy with your order, please contact us. We want you to be as happy as possible with each and every order and come back to us!
Exchanges and shop credit can only be offered within 14 days of your purchase. The shipping for returned orders is the buyer's sole responsibility. Please contact us with any questions regarding our policy on this matter and we will do our very best to help you. We try to take photos that will accurately represent our products so that there is no confusion about what you are getting, though colors can vary slightly from monitor to monitor and different dye batches.
Shipping Costs & Time-frames:
We do not have control over the shipping prices, but we are happy to refund you the difference if you are charged more than the actual cost of shipping. If you are concerned about the cost, you are also welcome to request a custom quote by giving us your zip code, or go to http://postcalc.usps.com/ (mailing from zip code 83835) for an estimate. Unless otherwise requested, all orders are shipped by USPS (First Class for items under 13oz, Priority otherwise). This is because USPS tends to be the least expensive method with approximately the same time-frame as Priority 99% of the time, and we want to charge our customers as little as possible for shipping.
We try to ship within 1-3 business days of your order if we have the items in stock. Some of our commercial roving tops are custom ordered, and typically take 3-5 business days for us to send (if we do not have them on hand at the time of your order). Custom orders (such as dyed locks and yarn) can take longer depending on the order, but also typically fall within the 3-5 day time frame. In general, the larger the order, the longer it might take for us to send. If the wait time looks like it's going to be abnormally long, we will give you an estimated time frame as soon as possible.
All international customers are responsible for their own import taxes and/or duty fees associated with buying from the United States. The postage that we buy covers shipping the items to you (and often we will also purchase insurance which we do not charge you extra for), but this does not cover any additional expenses that your country might charge you for importing from the United States.
A note about fiber in stock:
A lot of fiber and yarn passes through our hands! We get 2-3 shipments in per week, so we do not mark that a type of fiber/yarn is out of stock unless it's permanently no longer available to us. If we need to order more fiber to fulfill your order, we usually have it in our hands within 2-3 business days and will mail it out the day that we get it whenever possible. Let us know if you have any concerns about this process.
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