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  • What is your return policy?
    We do accept returns of unused yarn in its original packaging within 60 days of original purchase. Please follow this link to submit your return details to us and generate a shipping label. Once we receive your returned package, we will issue a refund through the original payment method.
  • What if I can't find a color or collection that I need?
    You can use the search feature at the top, right corner of the website. You can type anything in the search box, including SKU numbers, description key words, colors and materials. If you are still having trouble finding what you are looking for, please send us an email. We are happy to confirm if it's in stock and direct you to the right product on our site. If it's a yarn or color that we don't currently carry or are out of stock, it's possible that we can special order it for you. Please reach out, we are happy to help!
  • Can you wind my yarn before shipping?
    Yes we can! We'd be happy to wind 3 hanks for you for free. $2 per hank after the first 3. Please make a note in your shopping cart before placing your order to instruct us to do so. If you forget to make a note, you are also welcome to send us an email to let us know. Most of the yarn products we sell are already in a ball form, however some are not designed for center pull. Check the product details section for more information about how the yarn is packaged at Scheepjes.
  • What can I do if my yarn is out of stock?
    If your favorite yarn is out of stock, sign up for our restock notification, so you can be sure to be first in line to get the yarn you want.
  • How do I make sure my yarn is from the same dye lot?
    Simply add a note during check out that you'd like all skeins from the same dye lot, or send us a message ahead of time letting us know you'd like your order to be from the same lot. We can't always guarantee you'll receive the same dye lot, but we'll do are best to accommodate your request!
  • What should I do if my yarn has a defect?
    Email us right away, and we will do what we can to replace it. Send your emails directly to fiberfriends@dotsyarnden.com.
  • Can you help me pick out colors for my project?
    Yes, this is one of our favorite things to do. We can group colors together and send you a photo so you can see what each color looks like in relation to others. We are also happy to do a video call with you to review colors together. Please allow 2-3 business days for us to respond to requests.
  • Why hasn't my order shipped yet?
    In most cases, orders are shipped out within 2-3 business days. Your order may be held if any "Pre-Order" items are included (usually within 5-7 business days of placing the order). It is possible to ship the items we currently have in stock first and then send the "Pre-Order" items later. Please contact us if you need your shipments sooner. If it has been more than 2-3 days since you placed your order and it did not include any "Pre-Order" items, please text us at 541-256-2774 or email us at fiberfriends@dotsyarnden.com.
  • How long does it usually take for a Pre-Ordered item to ship?
    All pre-ordered items are included in our weekly inventory orders. We usually receive pre-ordered items at our warehouse within 4-5 business days, so your order will be shipped within 5-7 business days. You'll receive an email from us if your pre-ordered item is out of stock with an update on the timing and some alternative suggestions. If you are concerned about the timing of a pre-order item, you can contact us by text at 541-256-2774 or by email at fiberfriends@dotsyarnden.com.
  • Do you ship outside of the United States?
    Our website is set up currently to ship to addresses within the United States. If you are located in another country and are interested in placing an order, please contact us. We are happy to run shipping quotes and discuss shipment options with you.
  • Can you ship to an APO/FPO address?
    Yes! We can ship to APO/FPO addresses. However our website platform does not have an "AP" state option when entering a shipping address. To enter an APO/FPO address, complete the address lines as you normally would, enter "APO" or "FPO" in the city box and select any state abbreviation. Also, for additional confirmation, please include a note with your order with the full APO/FPO address. This will help ensure our shipping system recognizes the label address correctly. We'll take it from there 👍 and will contact you if we have any issues. Please allow 1 to 3 weeks for your package to arrive.
  • How are shipping costs calculated?
    It's amazing how costly shipping charges can be these days! Our website is set up to run real-time USPS and UPS rates based on the weight of the items in your shopping cart. USPS First Class rates are available for shipments weighing less than one pound, however, we recommend Priority Mail options as delivery tends to be more quick and reliable. We use USPS for most shipments as their rates are generally cheaper for packages under 3 pounds than other carriers. For larger, heavier package, we may use UPS Ground. Below are the some of the options our site uses to determine your shipping costs: Domestic First Class Mail (5 - 7 Business Day Delivery) - For packages weighing less than 1 pound Priority Mail (2 - 5 Business Day Delivery) - Can be used for packages of all weights Priority Express Mail (1 - 2 Business Day Delivery) - Can be used for packages of all weights International First Class Mail (7 - 14 Business Day Delivery) - For packages weighing less than 1 pound Priority Mail (3 - 7 Business Day Delivery) - Can be used for packages of all weights Priority Express Mail (2 - 3 Business Day Delivery) - Can be used for packages of all weights We offer free shipping on purchases valued over $75 and we usually send these packages via ground services which can take 3-7 business days for delivery.
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