FAQs

All orders are charged in US currency. You can use the dropdown menu for currency conversion but when you checkout, all carts charge in US currency.

If you live in the state of North Carolina, you will be charged state sales tax.

Our dye studio is located in Ontario, Canada and all our online orders are handled in the USA.

All our orders ship from our dye studio in Canada via various methods. We use UPS and the post office to dispatch your orders. Your shipping notice will indicate which carrier was used. If your package comes via UPS you will be able to track your package from our studio. These usually ship within 24-48 hours. If your package is coming via USPS please allow 5-6 business days for you to receive your shipping notice as once your package reaches USPS after crossing the border, it will be scanned and a tracking number will be provided. Some shipments coming via the post office may not be trackable depending on the carrier handling your package and the location it is going to. A tracking number will be provided in your email notification of shipping if it applies. Please also note that all pre-order items have their approximate shipping times indicated in the product listing and these products will ship at that scheduled time.

Shipments into the USA can take up to 10 business days to arrive depending on the carrier involved. Please be patient as your package clears the border and enters into the USA. Shipments within Canada can take up to 10 business days depending on how far your delivery address is from our location in Ontario. You will be able to track your package in Canada.

Internationally bound orders will not be trackable and can take up to 10-14 business days to arrive to you. Please be sure to consult your customs or border agency concerning import duties and taxes as we are not responsible for these fees when shipments cross a border to their destination address. If your package gets stuck in customs, please be aware it can take upwards of 4-6 weeks and sometimes 8 weeks to reach you. We are not responsible for any customs/border delays on your shipment.

We are not responsible for any shipments lost by the various carriers and shipments not reaching their destinations. If you would like your shipment insured, please contact us for rates and options.

We offer FREE SHIPPING for orders totally $99 and over for USA destinations and for orders totalling $299 and over for selection international destinations. If you qualify for your location, you will see the option available in your browser window on our website.

Please log into your account on our website and update your mailing address. If you have recently placed an order, please also email us at sales@zenyarngarden.com so we can ensure your order is sent to the proper address. We are not responsible for lost packages due to addresses being entered incorrectly.

We will accept returns/exchanges within 14 days of receipt of your order. If you live in the USA, please use our returns portal to create a label to return your order. We ask that you please use a soft envelope to return your yarns in.

Unfortunately, we cannot refund shipping fees to or from the destination address. All items must be returned in their original, unused condition. We are not responsible for lost items being returned to us so please make sure to send it securely. If you're exchanging your product, it must be returned in its original condition and all shipping fees for exchanged goods being sent to you will be paid by the customer making the exchange.

We do have a shipping address in Michigan to return items to for our USA customers:

Zen Yarn Garden
2014 Holland Ave Ste 501
Port Huron, MI 48060

Any items returned to our address in Canada from another country by either mail or courier may incur broker, duty or taxes which are the responsibility of the sender. 

We reserve the right to charge a 15% restocking fee on any items that cannot be put back on the shelf immediately. We also reserve the right to charge a 10% administration fee for any orders that are cancelled at or near time of shipping. We cannot accept returns on PDF patterns. 

If you purchased a yarn from a yarn shop that stocks our yarns, you must contact the yarn shop to ask for their assistance. We require proof of purchase to be able to assist you.

We recommend hand washing with a mild soap and letting your project air dry. Some of our yarns say "machine wash" which you can do if you prefer but please bear in mind that hand washing always increases the longevity of your project. Please be sure to always air dry.

Please also keep in mind that some products like Soak or Eucalan can draw the dyes out of your project especially if you let them sit in the soap for a long period of time. If you like using these products, please be sure to wash quickly and don't leave the article sitting in soapy water for hours. Soap pulls on the dye molecules and if left too long will pull some colour from your project.

For colour preservation, we recommend a dash of vinegar while hand washing or machine washing. It helps alleviate fading from happening too quickly.

We highly recommend steam blocking over wet blocking. Steam blocking sets the stitches just as well as wet blocking and also increases the longevity of both the colour and the wool. Remember, handdyed yarn is not unlike clothing in that the more it gets washed with soap the more it will fade so please wash sparingly and only when needed.

Please note that issues with gauge, winding or pattern yardage requirements are not our responsibility. Yardages on our yarns are approximations only and such things as yarn winding are to be done using a swift and ball winder to ensure the yarn does not get tangled. Please also note that our yarns are handdyed and dye lot variations can occur between skeins. Colourways with high variation in colour can also vary from the beginning to the end of the skein. This is the nature of hand dyeing. Colour application is  unique throughout skeins and between skeins.

Please note that we recommend alternating every 2 rows if you are knitting the same colour way and want some colourway consistency. All our yarns are handdyed and although we'd like for every skein to be exactly the same we cannot guarantee such due to the unique nature of hand dyeing. This is applicable to both saturation and colour placement on the skein. We do our utmost to make them similar when they are dyed together but some styles of dyeing are highly variable. The more colour you add to the skein the more variance there is. Don't be afraid of the unique nature of the colourways, this is what makes your skein a work of art and is the guarantee that your skein was dyed by hand!

Please note that if you order any other items with your pre-order item, or multiple pre-order items, all items will ship together when the pre-order item with the latest shipping date has been dyed and is ready to ship. If you prefer for another item to ship immediately that is not pre-order or prefer to receive your pre-order items earlier than the latest, please place individual orders for each item so that you are assessed the proper shipping rates to ship either immediately or when the item is ready to ship.

If you have questions that we have not covered, please contact us by clicking here - Contact Us.