DYE TO ORDER (PRE-ORDER) vs. READY TO SHIP YARN / TURN AROUND TIMES:
Dye to order or better known as “pre-order”. Almost all of our updates are listed as dye to order for the simple reason(s) of: there is no rush to get on the website, nothing will sell out as well as you can order as much as you want! Because Hickory Lane Fiber Co. is a one person show, currently all turn around times for dye to order orders is a 10 (at minimum) – 12 (at maximum) week turn around time from the day the shop closes (i.e., if the shop closes on 1/7/21, then processing time will begin on 1/8/21). The processing time includes compiling all orders, ordering the yarn, sorting yarn, dyeing yarn, skeining and labeling yarn and packaging yarn—yes, it’s a lot for one person!
Ready to ship yarn is just that—ready to ship! We do kindly as that you allow 3-5 business days for your order to be processed/packaged before it is ready to be shipped to you. Once your order is ready to ship, you will receive an e-mail via e-mail provided at check out with your tracking number. Be sure to check your spam folder if you have not received your tracking info from us within the 3-5 business day timeframe.
WHAT IF I ORDER BOTH PRE-ORDER AND READY TO SHIP IN THE SAME ORDER?
We understand the “rush” of ready to ship yarn and that it may be easier to make one huge order to save on shipping, however if you order both ready to ship yarn and dye to order yarn, your order will be held until the dye to order yarn has been completed. If you do not wish to wait, then we kindly ask that you place two separate orders.
WHAT IS A MONTHLY YARN CLUB?
A monthly yarn clubs is something new we are offering for 2021! We pick a theme (i.e., FRIENDS) and roll with it! The club listings go live from the first – fifth of every month and will ship out on the last business day of the month. The yarn is a complete mystery until you receive it. Colorways are based on inspiration photos unless otherwise noted. Clubs include the following: yarn + extra special treat!
WHAT IS THE DIFFERENCE BETWEEN A MONTHLY YARN CLUB AND A COLLECTION?
Both clubs and collections are based on themes, however the biggest difference between the clubs and collections are that club colorways are released one month at a time and collections are released one time in full.
CAN I CHANGE MY MIND ON A BASE AND OR COLORWAY AFTER MY ORDER HAS BEEN PLACED?
You are talking to the most indecisive person ever! The answer is: absolutely… but within reason! If you change your mind on your colorway/base, please contact email@example.com within the shops open window (i.e., if the shop is open from 1/1/21-1/7/21, then you will have until 1/7/21 to adjust your order) to make any adjustments. If the base you are changing to is higher in price than your original base, an invoice will be sent for the price adjustment. Invoices are due immediately upon sent.
I MISSED THE COLLECTION; WILL YOU BE RE-RELEASING THOSE COLORWAYS AGAIN?
Effective 1/1/21, all colorways in a specific collection will only be available during the open one-week period. Collections are designed to be “limited edition” colorways and not to be returned. Therefore, if you’re thinking about it, get it!
SHIPPING RATES AND POLICY
Our shipping rates are based on the USPS website. We offer both US First Class and Priority as well as International First Class and Priority. At this time, we do not offer express shipping.
DUE TO COVID-19: we kindly ask for your patience when receiving your shipping notification/tracking number. Due to the ongoing global pandemic, processing times for orders to be scanned in at the US Post Offices may take longer than normal. If your order has not been scanned in by 10 days after receiving your tracking information, please contact firstname.lastname@example.org. If your tracking information has been updated, but you haven’t received your order within 60 days, HLFC will issue a 100% refund in the form of shop credit.
WILL YOU COMBINE SHIPPING?
Yes! Absolutely we will combine all US shipping, however it is not always guaranteed that you will be receiving a refund. While we do try our best, sometimes it’s not always able to happen.
We’ll break it down for you: First Class (under 1lb) vs. Priority (over 1lb)
Each skein of yarn (except for our Fluff Super Bulky) weighs 3 oz. If you have 5 3 oz. skeins in your order, your order classifies as First Class. If you placed a second order with 1 or more 3 oz. skeins, combining your orders will now classify as Priority as it is over 1lb. Priority not only gets your order to you faster, but it also costs a bit more.
At this time, all International shipping cannot be combined—this is due to the customs information that is printed on the shipping labels.
Coupon codes happen every once in a while, so be on the look out for them via Instagram posts and stories as well as on our banner located on our homepage. If you miss a coupon code given that day (i.e., Free Shipping or % off), we will not go back and apply it to your order. This is why we stress the importance of following along! :)
CAN I CANCEL MY ORDER?
The answer is simply, no. Once your order is placed, all sales become final.
E-MAIL VS. DM
We kindly ask that you do not send us a direct message (DM) via Instagram. They get lost in the shuffle and/or get placed in a "requested" folder therefore, we don't always see them. All order related questions should be emailed directly to Lisa at email@example.com. Immediately, you will receive an automatic response to please allow 24-48 business hours (M-F) for all responses. If you do not receive this automatic response, we did not get your email. We all know that life happens and there may be times where we go past the max 48 hour window--Please know we're not ignoring you, we are just very busy, especially during collection launches and the dye to order processing time. Sending multiple emails will not expedite the process.
WHAT IF I’M NOT HAPPY WITH MY ORDER?
If for any reason you are unhappy with your order, please contact us at firstname.lastname@example.org immediately upon receiving your order. We will do our absolute best to work with you to resolve the matter.
It is our mission at HLCF to make our customers happy with their product. We take great pride in the quality of our work and spend a great amount of time developing our colorways for our collections and clubs.