Frequently Asked Questions
General
Where is your shop located? Can I come visit?
We are located in Philadelphia, PA, U.S.A. We are an online-only operation so, unfortunately, we cannot entertain visitors. Maybe we'll open a brick-and-mortar store one day!
Why don't you carry wool/alpaca/mohair/angora/silk/cashmere/etc. yarn?
Oh, the Yarnage! stocks only vegan yarns. This means that you will only find cellulose (i.e., plant-based) and synthetic yarns in our shop. As long-time vegans, we are passionate about minimizing cruelty and using alternative, plant-based products wherever possible. We created this store because one like it did not already exist so we stock yarns that we want to use in our own crafting!
If you want to learn more about what goes on in the animal-derived fiber industry and why we choose to stay away from it, please consult the following resources (warning: graphic images depicted):
There's a vegan yarn I like to work with that you don't carry. Will you stock it?
Sure! We make every attempt to carry yarn you love and care about. If you don't see something, let us know and we'll work with the supplier to carry their yarn in our shop.
I make vegan yarn! Will you sell it in your shop?
We are always looking for new products for our online shop! Please send us a message via our contact page and we will be in touch.
Shipping
What are your shipping options? Do you ship internationally?
We offer domestic (U.S.) and international shipping. For U.S. orders $100 USD and up, we offer free shipping. (Smaller orders ship for a flat rate of $6.95 USD.) International orders ship for flat rates based on their destination. Please see the page on Shipping Information for more details. We use USPS Priority Mail and USPS Priority Mail International for all of our shipping needs.
Do I have to pay import duties and taxes?
Customers are responsible for all import duties and taxes (if applicable).
When will my order arrive?
You will receive an email when your order is posted. U.S. orders should arrive within 2-3 business days. International orders usually arrive in 2-4 weeks, sometimes quicker.
How do I track my order?
You will receive an email notification with the tracking number once your order has been processed and shipped. For our international customers: please note that USPS cannot provide tracking details for shipments once they leave the U.S.
My order hasn't arrived. What should I do?
- Check all mailboxes and anywhere the mail carrier may have placed the package for safekeeping (e.g., behind a potted plant, near the garage door, with a neighbor, etc.).
- Contact your local post office to see if they have it held for you. (Always provide your tracking number when communicating with them!)
- If you still cannot locate your package, please get in touch with us and include your order number.
Do you offer local pickups?
Yes! If you're in the Philadelphia area, you can pick up your order. Send us a message with your order number and we'll schedule a day and time for you to pick up your order in the Fishtown area of Philly. (The shipping cost will be refunded.)
Payment
How can I pay for my order?
We accept all major credit cards, as well as Apple Pay, Google Pay, PayPal, and Venmo. All payments are processed through a secured checkout process.
What currency are the prices listed in?
All prices are listed in USD. To see the prices in a local currency, use the currency picker at the top of every page. (Don't see your currency listed? Send us a message and we'll add it!) Please note that all orders are processed in USD at the most current exchange rate.
Return Policy
What is your return policy?
We offer free returns and exchanges within 30 days of delivery. More information can be found on the Returns & Exchanges page.
When should I expect a refund for a returned item?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be processed and a credit will automatically be applied to your original method of payment within 14 days.
My item is defective/damaged/not as described. Do you offer exchanges?
We apologize that your items didn't arrive as expected! Please send us an email and we will make arrangements for an exchange. (See also our page on Returns & Exchanges for more information.)
Shopping Cart
How do coupon codes work on sale items?
Coupon codes will not work on sale items or promotions. If you have multiple items in your cart, the discount will only be applied to non-sale items.
Can I use multiple coupon codes on my order?
You may only apply one coupon code per order. You may, of course, save coupon codes for future orders—just be sure to check the expiration date (if any)!
I forgot to add my coupon code! What do I do?
Don't worry! Just send us an email (including your order number and the coupon code you wanted to apply) and we'll fix it!