Shipping, Returns & Cancellations
All in-stock items will ship within 24-48 hours of placing your order Monday to Friday. If you ordered a pre-order item please note the shipping date on the product listing. If you ordered a special order item, please note the shipping date will be emailed to you once we hear from the manufacturer of the item you ordered. If you place an order on the weekend for in-stock items, items will be shipped the following Monday or Tuesday. If you order an in-stock item on a holiday, items will ship the next business day. For high volume pre-order items and dyed to order items, please note that your item will ship from the USA via USPS if the shipping destination is in the USA or internationally bound. All pre-order and dyed to order items that are destined for Canada will ship from Ontario, Canada. You will receive a shipping notice email once your item has been submitted to the post office.
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 firstname.lastname@example.org or use the Contact Us page found in the menu bar at the top of the page.
The United States Postal Service guarantees 3-4 days by First Class mail and 2-3 days by Priority Mail to USA mailing addresses. If you are international, shipping times vary by country and can take up to 14 business days.
We are not responsible for any shipments lost by the post offices and not reaching their destinations. If you would like your shipment insured, please contact us for rates and options.
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. USPS tracking is available on all shipments and your shipment can be tracked once your item(s) have been dispatched. Please note the approximate shipping date on your shipping notice email.
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.
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 bulk pre-order shipping your shipment may ship from the USA and ship to you via USPS. Tracking on these shipments is available once your shipment has been dispatched and available through www.usps.com. Please note the approximate date of shipment in your shipping notice.
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.
Please make sure your mailing address in Paypal and your online account is current. 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. We cannot be held responsible for packages returned to us for misaddressed packages.
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.
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 shipping address in Michigan to return items to for our USA customers. 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 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.
If you purchased one of our products from a retailer/stockist that carries our yarns, you must return to your place of purchase if you want to return or exchange your yarn. We cannot accept returns or exchanges without a receipt of purchase.
If you have any other issues with your yarn, please return to your place of purchase or contact us if you purchased through us. We require a receipt of purchase to help you. 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 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, please contact us by email - click here.