FAQs
Frequently Asked Questions
Shipping
Shipping Expectations
If your order consists entirely of in-stock items, it will ship within 1-2 business days, in most cases. Pre-orders, including custom Sweater Quantities will ship within 2-3 weeks or as otherwise specified in the product listing. If your order contains both in-stock items and pre-order items, the entire order will ship when the pre-order items are ready. If you would like to receive your in-stock items separately, please place separate orders.
Your shipping label will be created when we are ready to pack your order. You will receive an email/text with all of your tracking details at this time, and in most cases it will be in the hands of the shipping provider within one business day. It can sometimes take several days for a package to be scanned into their system, so please be patient. Once your package is in their hands, we have little to no control.
Address or Order Changes
I accidentally put in the wrong address, can you change it?
If you email us at hello@travelingyarn.com with your order number in the subject line before we have created your shipping label, we would be happy to change the address for you! If your shipping label has already been created, you can email us at hello@travelingyarn.com, but if it has already been picked up, you will need to contact the carrier.
I need to change my order, can you help?
Yes. As long as we haven't already packed and shipped your order. Please send an email to hello@travelingyarn.com with your order number in the subject line. Unfortunately, if your order is already on its way to you, it is too late to make any changes.
Can you combine my orders and refund shipping?
The way we batch pack our orders makes this very difficult to accommodate, so at this time, we are unable to honor requests to combine orders and refund shipping.
For Our International Customers
In order to help make our yarn more accessible to makers around the world, we offer flat-rate shipping for all international orders over $100! Canadian customers can have their order shipped for $11, and orders going to the rest of the world will ship for $18.
Most international orders are shipped via USPS. International orders may be subject to import/export taxes, duties, or fees, depending on your country's laws. Traveling Yarn is not responsible for any financial liabilities incurred by your country's governing bodies. By law, we are required to declare your package contents as "Merchandise". Packages sometimes take a while to move through customs, so please be patient and understand that we don't have any control over this.
Customer Service
Returns + Exchanges
We will accept returns or exchanges within 30 days of your order as long as the items are in original, unused condition. Shipping costs for returns are the responsibility of the customer.
The following are not eligible for refunds:
- Custom orders
- Pre-orders
- Discontinued items
- Sale items
If you'd like to make an exchange, please email hello@travelingyarn.com with your order number in the subject line.
Ball Winding
We are currently unable to offer ball winding services.
Etc.
Are you open to the public?
We don't currently have a brick and mortar location, but we're hoping to change that soon! Each and every order gets us closer to that goal, so... you know what to do!
I'm local, can I pick up or get delivery?
Due to time constraints (and COVID), we do not currently offer local pickup or delivery.
Yarn
Ordering Hand Dyed Yarn
Our yarn is shoppable by colorway, and you can select your preferred base via the dropdown menu. Check out our Bases page for details.
What is a pre-order?
We sometimes offer pre-orders for special colorways and kits or to gauge interest on a new product. Unless otherwise noted, please allow up to 2-3 weeks for pre-orders to be shipped. In order to keep our small team as efficient as possible, any emails regarding shipping times will be disregarded within this timeframe. Since we provide discounted shipping on all orders, if you order a pre-order and in-stock yarn, your entire order will be shipped at the same time. Please split your purchase into separate orders if you'd like to receive your in-stock items sooner.
Will the yarn look exactly like the photo?
We do our best to take photographs that accurately represent each colorway, however, monitors, phone screens, and web browsers display things differently. We take our listing photos in a light box, so that all colorways are photographed under the same lighting conditions, which can also affect perception when viewing the yarn in your home.
The product photo shows multiple skeins. How many am I purchasing?
Most of our yarn product photos include multiple skeins in order to show that there are going to be variations between skeins. Unless you are ordering a kit, all colorways are sold by the individual skein.
If I order more than one skein, will they be from the same batch?
Our yarns are dyed in small batches. We do our best to make each batch as similar as possible using our own colorway recipes. That being said, hand-dyed yarns are naturally unique and vary from skein to skein, particularly depending on the base that is used. We will always try to pack skeins that are the most similar, but if you are ordering at least 3 of the same colorway, we recommend using our custom Sweater Quantities form so you can be sure they are all from the same batch.
If you are working on a project with more than one skein of the same colorway, we recommend alternating skeins to prevent color pooling. There are several techniques for alternating skeins, but here's one video that explains it well: Click Here
Arcadia
Why is there a knot in my yarn?
Our mill partner, Green Mountain Spinnery, uses knots rather than splice to join broken yarn. If you find a knot in your yarn, simply untie the the knot several inches before you reach it in your project and rejoin the other end using your preferred method.
For information on different techniques for joining new strands of yarn, here is a video from Very Pink Knits:https://youtu.be/rQ4_kM8czew
Is it normal to find hay in the yarn?
Yes! Arcadia is a true farm-to-needle yarn, and you may see reminders of this as you work with it. Mills endeavor to clean wool as thoroughly as possible, but sometimes a small piece of hay will end up in the finished yarn. These pieces are harmless and can be removed by gently twisting on either side of the hay so the two strands separate and picking it out.
Caring for Your Hand-Dyed Yarn
We recommend* hand-washing all of our yarn in cool water with a gentle wool-wash soap. Soaps with lanolin will add softness to any natural or superwash fiber. Feel free to email hello@travelingyarn.com for recommendations.
It is normal to see a little bit of color in your water when washing. We properly set and wash out excess dye, but if you are worried about high-contrast colors, you can use a Shout Color Catcher to help prevent bleeding.
*Note: Our Superwash bases can technically be thrown into the washing machine (not the dryer!), but in order to keep your handmade items in pristine condition, we recommend hand-washing in cool water, lay flat to dry as needed.
What is Stash Cash? How does it work?
Stash Cash can be earned a few different ways:
- Make a purchase - 7 Stash Cash per $1 spent
- Create an account - 25 Stash Cash
- Follow @travelingyarn on Instagram - 25 Stash Cash
- Celebrate a birthday- 200 Stash Cash
100 stash cash points = $1 and Stash Cash can be spent on yarn, kits, sweater quantities, and notions. If you have already created an account on our website, you are already enrolled and we have deposited 25 Stash Cash into your account.
If you return a purchase that was paid for in whole or part with Stash Cash, your Stash Cash will be returned to your account.
To check your Stash Cash balance, login to your account and click the Stash Cash icon on the bottom right of your screen.
Collaborations
If you are interested in a design collaboration or yarn support, we would love to chat! Please send an email with details or ideas to sarah@travelingyarn.com.