OUR SHIPPING POLICY

Processing Time
All orders are processed within 2-3 business days; please note shipments are not usually processed on Sundays and Mondays as our storefront is closed.  We make every effort to process your order promptly, however shipments may be additionally delayed if we are experiencing a high volume of orders.

Rates & Delivery Estimates
Shipping costs for your order will be calculated and displayed at checkout. All delivery timelines are estimates only and are subject to service delays (i.e. strikes, adverse weather conditions) when they occur.

• In Store Pick Up: Orders that have been paid in full will be held for 30 days following purchase for pickup in store in St. John's, NL. Orders where the "Pay In-Store" option has been selected will only be held for seven (7) days and then returned to inventory. 
• Local Delivery (St. John's, NL and some surrounding areas): Local deliveries are offered primarily on Mondays and Wednesday; drop offs may also occur on other days but cannot be guaranteed.  We will also happily arrange for parcels to be given to friends/family who may be travelling to your area.
• Letter Mail.  This option is for orders up to 2 skeins or 400g.  Orders will be shipped via Canada Post letter mail in a vacuum sealed bag. Tracking is not available for this option.
• Calculated Rates.  Rates from other carriers will be displayed at checkout and will offer varying service levels and costs. These options include Canada Post, UPS, FedEx and Purolator. Orders meeting the free shipping level will be shipped with a tracked service.

Shipment to P.O. boxes or APO/FPO addresses 
Wool Trends will ship to addresses within Canada and Internationally when costs are reasonable.  

Shipment Confirmation & Order Tracking
You will receive a shipment confirmation email once your order has shipped.  Tracked shipping will provide a tracking number (primarily with Canada Post or UPS) that will be activated withing 24 hours. If you do not receive this email withing 3-4 days of placing your order, please contact us.

Customs, Duties and Taxes
Wool Trends is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Missing or Unavailable Items
We strive to ensure that our inventory is correct for online purchasing.  However, as a small LYS our online and in-store purchases pull from the same inventory.  This can sometimes result in errors as an in-store purchase may occur before we can pick an online order.  Theft is also an unfortunate reality of our business and impacts inventory accuracy.  When an item is missing or unavailable, we will notify you by email and ask for next steps (i.e. refund, replacement options, etc.).  We typically allow customers seven (7) days to respond before making the necessary adjustments and shipping what items are available.

Damages 
Wool Trends is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. You will need to save all packaging materials and damaged goods before filing a claim.  If requested, we can assist in contacting the carriers on your behalf.

OUR RETURN POLICY

Please contact our store within 30 days of your purchase to be eligible for a refund.  Item(s) must be unused, with no damage or odour, and in the original packaging.  A receipt or proof of purchase is required. Yarn will also be weighed to ensure it is complete.

Several types of goods are exempt from being returned: including, books or magazines, gift cards, and downloadable software products. Sale or discounted items cannot be refunded and are eligible for credit only.

Shipping costs are not refundable.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email notification of receipt and the status of your refund (approved or not approved). If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment. Orders/items not eligible for refunds will be return to the customer at their own cost.  

Late or Missing Refunds (if applicable)
There is often some processing time before a refund is posted. Please check with your bank or credit card company as processing times vary. You may also contact us at [email protected] should you have any additional questions.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at [email protected].  Items should be returned to: Abbott Enterprises Ltd. (Wool Trends), 238 Hamilton Ave, St. John's NL A1E 1J7, Canada.

Gifts
Orders marked as a gift when purchased and shipped directly to the receiver are eligible for a credit in the value of the return, excluding shipping costs. An electronic gift certificate will be emailed to the receiver (not the purchaser) once the returned item has been received by us and has met all other requirements of a refund.

Shipping Your Return Items
To return your product, you should mail your product to:

Abbott Enterprises Ltd. (Wool Trends),
238 Hamilton Ave, St. John's NL A1E 1J7, Canada

Customers are responsible for paying shipping costs to return items UNLESS you received the wrong items or damaged product. Original shipping costs are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.