Shipping, Returns & General FAQ

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1. What is your return policy?
2. Can I special order?
3. When will you dye colourway X again? Can you tell me when it’s done?
4. Do you wholesale?
5. At what shows can you be found?
6. How can I get Bugga!?
7. When are updates?
8. How soon will I get my order?
9. What’s Heifer International?
10. Do you teach?
11. I live in a country which charges a high customs tariff. Can you mark a lower value on the package or send it as a gift?
12. Can you combine shipping?
13. Why is a new item showing up as sold out before the update?
14. The blog says colourway X will be in the update, but I don’t see it in the New Items list. 
15. How do Wish Lists work?
16. How do Back in Stock Notifications work? 
17. What are Item Notifications? 
18.  What do the different order status messages mean?

19.  I've ordered a pattern.  How do I download it?

20. I'm a customer outside the US whose package was lost in transit. Can you replace my shipment?

21. How long will you hold my unpaid order?

1. What is your return policy?
If you're unhappy with your yarn, as long as it's still in a hank you can return it for a refund of the cost of the yarn (but not shipping) within 30 days. Any time after that you can return it for store credit.

2. Can I special order?
No, sorry. However, you can add colourways that are out of stock to your wishlist and request notification when the item goes back in stock. We regularly check the wishlists and dye what’s being requested, and when the colourway you want is back in stock you’ll get an email notifying you. You are not, of course, obligated to buy it. You can also send us inspiration images (especially of bugs!) or post them on Ravelry in the SG forum: http://www.ravelry.com/groups/the-sanguine-gryphon.

3. When will you dye colourway X again? Can you tell me when it’s done?
See #2 and #19

4. Do you wholesale?
We currectly wholesale to The Loopy Ewe (www.theloopyewe.com), Fibre Space (www.fibrespace.com), A Verb for Keeping Warm (www.averbforkeepingwarm.com), The Village Knitter (http://villageknitter.com), Eat.Sleep.Knit (www.eatsleepknit.com), and Knit Purl (www.knit-purl.com).

5. At what shows can you be found?
We have a booth at several fiber festivals throughout the year. Please see the "News" section at the bottom of the home page for a lsit of upcoming shows (
http://www.sanguinegryphon.com/catalog)

6. How can I get Bugga!?
The Bugga! yarn appears in regular updates just like the other yarns, but it can vanish really fast, so you might want to be there when the update happens.

7. When are updates?
Updates happen every week (unless we’re away at a show), on alternating every two Monday evenings (~9 pm EST or EDT) and every two Tuesday mornings (~9:30 AM EST or EDT), to give everyone a chance. A preview of the update appears on our blog every Monday: www.sanguinegryphon.blogspot.com. We do not send out newsletters about updates every week – we wouldn’t want to receive that many emails, we’re guessing you don’t either!

8. How soon will I get my order?
Orders are generally shipped within 1-3 days, via First Class or Priority Mail (depending on weight), which theoretically takes 2 days. West Coast and international destinations may be longer, though. We don’t provide tracking information as packages almost never go missing. International shipping is available via USPS First Class or Priority International.

9. What’s Heifer International?
Heifer is an amazing charity organization which provides animals to families in need worldwide to give them the means of bettering their own lives. You can read more here: www.heifer.org. We donate a percentage of all our sales to Heifer.

10. Do you teach?
A little. Sarah teaches some spinning classes at Spinster Yarns and Fibers in Baltimore (to inquire, write to her at sarah@sanguinegryphon.com).

11. I live in a country which charges a high customs tariff. Can you mark a lower value on the package or send it as a gift?
W
e’re very sorry about this one, but we cannot. Were we to be caught, we’d be the ones liable for potentially very high fines, and it’s a risk we simply can’t take.

 

 

 

 

12. Can you combine shipping?
Sure! If order A still hasn’t gone out when you place order B, we can combine them but can no longer refund overpaid shipping.

13. Why is a new item showing up as sold out before the update?
To make the updates more efficient and to allow you to preview the new yarns, we create the listings in advance and then simply input the quantity when we’re ready to go live. That means that you can see the yarns that are coming, but they appear as sold out because the quantity is marked at zero.

14. The blog says colourway X will be in the update, but I don’t see it in the New Items list.
Only colourways that are appearing for the first time show up in New Items. If we’re restocking a previously seen item, you have to look under the specific category page to see it.

15. How do Wish Lists work?
Once you are logged in to the site, you should see a link to your wish list at the top of the page (and also on your my account page). This takes you to a page where you can manage your wish lists or search other people’s lists.
When you’re on a item page you’ll see a button to add the item to your wish list at the top of the sidebar. Clicking that will add it to your default list, and take you to your wish list page where you can move things around to other lists, change the quantity desired and priority.
You may have multiple public and private wish lists - public lists are searchable by other logged in users by name or email address. You can use the Tell a Friend feature to email a link to your wish list to anyone you'd like.
When an out of stock item on your wish list comes back in stock, you do not get a notification. For that you need a back in stock notification – see #19

16. How do Back in Stock Notifications work?
On any item page for an item that is currently out of stock right below the sold out indicator you’ll see a box that says ‘Let us notify you when this item is back in stock’. If you’re logged in your information will come up automatically and you need only click the ‘Notify Me’ button. Restock notifications must be submitted individually for each item and you will receive a confirmation email for each submission.
Please note: we use the Restock Notification list to help determine what people want and what to dye next, so if there’s something you want, use that option to let us know!

17. What are Item Notifications?
When you order something, you’ll be asked if you want item notifications. We really only use them to send out errata for patterns, so it’s a good idea to select that option when you order a pattern.

18.  What do the different order status messages mean?
  Pending - we have received your order.  If you are paying via check or money order, we may be waiting for your payment to clear.

  Processing - your order is being packed by our wonderful elves.
 
Shipped - your order has been dropped off at the post office in the morning that your order status was changed to shipped.
  Download Available - your order is processing or completed.  If you have ordered a downloadable pattern, your download link has been activated.
  IPN Completed - your PayPal payment has cleared and any physical portion of your order is now being processed.  If you have ordered a downloadable pattern, your download link has been activated.
  GV Completed - your order was paid in full via Gift Certificate and any physical portion of your order is now Pending.  If you have ordered a downloadable pattern, your download link has been activated.

19.  I've ordered a pattern.  How do I download it?
Patterns are available as standard PDF files.  You will need Adobe Acrobat Reader or another pdf viewer to read them.  Pattern download links become active once your payment has cleared.  If you have paid via PayPal, Gift Certificate, or ordered a free pattern, this will be automatic and you should see a download link on the confirmation screen when you have completed your transaction.  If you have paid via check or money order, we will update your order status when payment is received.  You will receive an email letting you know that your download is ready.  You may also retrieve a download link by logging in to your My Account page and clicking on the order.  You have seven days within which you can make five attempts to download the file.  If you have used up your attempts or passed your time limit, please contact us to have your download link reset.

20. I'm a customer outside the US whose package has become lost in transit. Can you replace my shipment?
Unfortunately we can no longer replace lost packages for international customers. Though unusual, packages have been known to be curtailed in customs for 8-10 weeks. Priority International shipping and package tracking can be selected to prevent the occurrence of such losses.

21. How long will you hold my unpaid order?
Our policy is that unpaid orders are to be held for a 3-week duration, after which they will be canceled.