All orders are shipped from Ontario, Canada by Canada Post and will ship within 24-48 hours of placing your order Monday to Friday. If you place an order on the weekend, items will be shipped the following Monday or Tuesday. If you order on a holiday, items will ship the next business day. If you are ordering a large item such as a spinning wheel, please consult each individual listing for shipping details.
DELIVERY TIMES
Canada Post guarantees 4-10 business days delivery by airmail to the USA. Canada varies by province and if you're international, please ask - we will send by airmail and there are delivery standards by country. If you prefer a faster service, you can also choose Xpresspost for Canada and USA shipments - these tend to take 1-3 business days to reach you and will vary by distance from Ontario. Expedited shipping within Canada is slightly faster than by Regular Parcel and will vary by your distance from Ontario. If you are in the USA and choose Expedited, shipping time will also vary by your distance from Ontario. If you would like details on delivery times for Expedited and Xpresspost, please don't hesitate to email us at sales@zenyarngarden.com or use the Contact Us page found in the menu bar at the top of the page.
INSURANCE
All small packet packages include insurance up to $100 for loss. If you would like additional insurance for your package, please contact us to make arrangements. We can only insure your package to the limit of $100 even if you purchase more than $100 worth of merchandise.
TRACKING
Items shipped within Canada are trackable through the Canada Post website. If your item ships by airmail to the USA or internationally, Canada Post does not offer tracking information. If it is shipped via Xpresspost or Expedited shipping to the USA or internationally, the shipment will be trackable through the Canada Post website. We cannot guarantee that Canada Post will update the tracking information.
SHIPPING RATES
Shipping rates will vary by weight of your order. Larger orders will be slightly more than ordering 1 or 2 items. All rates are calculated in real-time from Canada Post for the USA, Canada and international shipments. If the cart shows that your order weighs too much, please let us know so we can do a custom quote on shipping for you.
USA/INTERNATIONAL SHIPMENTS
Shipments entering into the USA from Canada may be subject to duties or taxes which are the responsibility of the customer. Packages valued under $2000 should cross over without any fees associated with the shipment.
For countries other than the USA, we suggest you consult with your local Customs bureau or post office to find out the details of your country's importing rules. Rules will vary by country and the customer is responsible for paying all duties, taxes or fees that may be associated with your shipment.
MAILING ADDRESSES
Please make sure your mailing address in Paypal is current if you pay by Paypal. If it is not current, please notify us immediately so we can flag your order to ship to a different address. We do our best to double check the addresses with your account registration and your Paypal address but can't guarantee we'll catch all discrepancies.
RETURNED MAIL
Any packages returned to Zen Yarn Garden as undeliverable may or may not be re-sent to the recipient. In these cases, we try to ship the returned item(s) out with another future shipment if possible but in the case of no other shipments, we reserve the right to cancel and refund the order less all shipping fees to/from your location. Please make sure your address is up to date. If a package is returned due to ZYG not addressing it properly, we will assume all costs associated with making sure the package gets to its destination.
RETURNS/EXCHANGES
We will accept returns/exchanges within 10 days of receipt of your order. 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 PO Box in Michigan to return items to but they must be sent by USPS mail service as the PO Box will not accept courier deliveries. 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 5% administration fee for any orders that are canceled prior to shipping. All credit card purchases will be refunded in the form of a store credit. We cannot accept returns on PDF patterns. If you purchase a spinning wheel through us, returns will be subject to the return policy/conditions of the appropriate manufacturer. Please consult with us if you have any problems with your spinning wheels - we will do our best to come to a satisfactory resolution with the manufacturer on your behalf.
QUESTIONS
If you have questions, please contact us at sales@zenyarngarden.com.
