Refund policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
We don’t accept returns for:
- Personalized and custom orders (including custom colors on standard 3D printed products)
- Scratch & Dent and Factory Seconds products
- Downloadable software products and digital files (including but not limited to .STL files and .PDF files)
- Yarn that has had the label removed
- Yarn that has been wound
To complete your return, we require a receipt or proof of purchase. To satisfy this requirement, provide us with the order number and the email address attached to that order, or forward your order confirmation email to us once you’ve contacted us regarding your return.
We only issue partial refunds in certain situations:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery, based on the date the post office receives the item
PLEASE NOTE: All returned Pocket Loom Weaving Kits are subject to a 15% restocking fee. This is because components of the kit show wear after use, and as a result we can't resell returned loom kits as new. This fee cannot be waived, and will be deducted from your refund once we receive and inspect the returned loom kit.
Refunds
Once your return is received and inspected, we will email you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, in part or in full.
If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method, within 14 business days. Some banks may take longer to process refunds once we submit the refund to them.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company; it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
Sale items
We only refund sale items for the original purchase value at the sale price, not the regular retail price of the goods.
Exchanges
We only replace items if they are defective or damaged. Send us an email to arrange return shipping, at my cost.
Sizing mistakes and changing your mind about what color you want does not qualify for an exchange.
Missing packages
In the case of missing or misdirected mail, the first thing you should do is check with your neighbors, or, if you live in an apartment, check with the apartment manager. If none of them have received your mail by accident, your mail carrier may remember whether they delivered your package.
Next, you could inquire with the Postmaster at your local Post Office. They will have a record of your package being processed, scanned, and loaded for delivery. The Postmaster can also confirm via GPS tracking that the package was scanned as “delivered” at your residence, instead of down the street or across town. You’ll need to provide them with the tracking number and the expected delivery address.
If the Postmaster confirms via GPS tracking that your package was delivered to your address, then this is likely a case of postal theft. The following three things should happen next:
- File a “Missing Mail Search Request” with the USPS through this website: www.usps.com/help/missing-mail.htm
- Report the suspected theft to the USPS Postal Inspectors by calling 877-876-2455 or online at www.uspis.gov
- File a police report with your local police office to report the theft.
As far as standard e-commerce policies are concerned, once a package is scanned as “Delivered”, we have fulfilled the order and have no obligation to compensate buyers for lost or stolen packages. However, we understand this is a frustrating situation, and can remake and replace your order once we receive a copy of either the theft report to the USPS Postal Inspectors or your local police theft report.
Damaged packages
Orders must be thoroughly inspected upon receipt, including the shipping packaging and the item(s) inside it. Upon discovering any damage to the packaging or your order, notify us immediately and take extensive and detailed pictures. This is essential to helping us file a shipping damage claim on your behalf.
Shipping damage must be reported within 14 calendar days of the date your tracking information shows as "delivered." Reports past this window are ineligible for refunds due to shipping damage.
Shipping damage reports must be accompanied by sufficient, in focus, and detailed pictures of the damage. Without proof of damage, we can't accept the report and will not be able to issue you a refund.
Do not attempt to repair damaged items yourself unless we explicitly agree on that after you reach out to us. Any repairs attempted without our explicit agreement or before you reach out to us will invalidate any shipping damage claims made on those items.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit for the value of your return. We’ll email you a gift certificate once we receive your returned item.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping returns
To return your product, you should email us so that we can provide our mailing address, and so that we know to expect your return. Please provide us with a tracking number when applicable.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, and will not be included in your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary. We only ship exchanges after we receive and inspect any returned items.
If you are returning more expensive items, consider using a trackable shipping service or purchasing shipping insurance. We can’t make any guarantees about receiving your package until the carrier labels it “Delivered” and we confirm receipt of it to you via email.
Still need help?
Contact us for questions related to refunds and returns.