Shipping & FAQ

PLEASE NOTE... All International orders (including Canada) are available again - the customer is responsible for any duties, customs, and/or tariff fess associated with importing. We do err on the side of caution with our shipping charges, as such, we reserve the right to cancel an order if the shipping fee is too costly for the shop. As well, if our shipping estimate is well over the actual cost, we will reduce your shipping fee accordingly before shipping your order. 

Orders will be shipped within 1-4 business days (Mon-Fri) from the time your order is placed (with the exception of holidays and vacations). Please double check your shipping address before placing your order - customer is responsible for fees associated with reshipping orders that are returned to the shop due to an incorrect/undeliverable address.

If there is an issue with your order (mismatched dyelots, inventory discrepancy...), we will email you within 2 business days to see what we can do to resolve the issue before shipping your order. 

An email confirmation is sent when the order is placed and a follow up email when the order is ready for shipment – please be sure to check spam folders – and a tracking number is provided once tracking is available.

Your online account will be updated with shipping information each step of the way. If you don’t receive an email or shipping confirmation for your order, please check your account or email us at info@fireflyfibers.com and we’ll check into it ASAP.

SHIPPING RATES

We charge by flat rate on all orders – shipping fees include all packaging and handling costs, as such, purchasing more items is a better shipping value. 

Order total is based on merchandise purchased - gift cards may be used as payment for merchandise for free shipping, but the purchase of a gift card doesn't count toward free shipping.

• Free Shipping: The shop selects the shipping method based on weight and size - most orders that receive free shipping will ship USPS or UPS Ground or another method - in some cases, orders including books may ship in more than one package or via Media Mail due the additional weight. 
• Local Pick Up (your order will NOT ship): If you're local and want to place an online order to pick up at our brick-and-mortar shop (within 7 days), select "Pick Up" as your shipping option to pick your order up in person and we'll hold your item/s at the shop for you. 
• When your order is ready, you'll receive an email with a link to schedule a pickup time - please wait to receive this email BEFORE coming to the shop.
• In-store pick up orders will be held for 14 calendar days.
• After 14 days, if your order is still pending pickup, we'll email a reminder to schedule a pickup or to let us know to invoice for shipping charges. 

• If your shipping invoice remains unpaid after 21 days from the initial order date, or if you cancel your order, your items will be returned to inventory and a store credit will be issued for the cost of your order and may be subject to a 15% restocking fee.

*International Orders PLEASE NOTE... we do ship Internationally, but it is the customer's responsibility to be aware of your country's importing laws. As well, you are responsible for any additional tariffs, customs, and/or duties fees upon entry to your country, and we are unable to mark your order as "gift" or declare a lesser amount for your order. 

We will select the shipping method that is the least expensive when processing your order (including expedited options)- if you require a specific shipping method, please contact us prior to placing your order. UPS may be the lesser cost for our shop, so some flat rate orders may ship via UPS.

As we are unable to predict all shipping scenarios around the world, when the shipping cost is not feasible for the shop, we reserve the right to cancel your order, but we will contact you prior to offer other shipping options. 

Insurance... Priority Mail is an option for all orders and includes $100 of insurance - if you wish to purchase additional insurance, please contact us and we can customize shipping for you. Orders shipping via first class (domestic & international) do not include insurance and Firefly Fibers will not replace your yarn/order if it happens to go missing and you did not upgrade shipping to include insurance.

Shipping times vary based on location and shipping method. If you have a question about locating a delayed package, please contact your local post office and provide them with your tracking information - your local post office is the best resource at locating missing packages. Firefly Fibers cannot obtain any more information on a lost package than the addressee can.  

SHIPPING & ORDERING FAQ

Q. Can I make changes to my order?
A: We do our best to be accommodating and make changes to orders, but our priority is to ship orders as quickly as we can, so we can't guarantee that your change request will be received before your order is ready for shipping. If you request to have orders combined and shipping was charged, we cannot refund the shipping charge, but we will issue a gift card in the shipping amount for you to use on a future purchase. 

Q: How do I pay with a giftcard?
A: Giftcards with a QR code can be redeemed online or at our brick-and-mortar shop. Giftcards without a QR code can be redeemed in person at our brick-and-mortar shop - we can issue a new gift card for these older versions, just contact us for details on how to do this. 

Q: Will you wind my yarn?
A: Yes, and free of charge - when you checkout just add a note for us and we'll wind your yarn before shipping! Please note... depending on the size of your order, requesting winding services may delay shipping and, we do not accept exchanges or returns when yarn has been wound. As well, we recommend winding a few of our yarns once you receive them (mini skeins...), either by hand or with a home ball winder.

Q: Will my yarn be from the same dyelot?
A: We make every attempt to match dyelots and batches of hand-dyed yarns for the quantity placed in your order, if your order cannot be filled from the same dye lot, we will contact you prior to shipment to see how you would like to handle this. In some instances, (ex. closeout items) dyelots may be mixed and these products are noted as such - if it's crucial for dyelots to match on these items, please contact us at the shop before placing your order online to make sure we can meet your needs.

Q: I received my yarn, but it's looks different than the color shown on the website?
A: When viewing products on our website, colors may vary from the actual product due to your monitor settings, the natural variation of products with the hand dying process and natural fibers used. You're welcome to contact us at the shop if you have a question on a product before placing your order. 

Q: I placed an order earlier, but now the yarn I ordered is unavailable?

A: We share inventory with our brick-and-mortar store, so occasionally an in-store customer will purchase an item before we can pull it from the shelves for you. If this happens, we will do our best to resolve the issue to your satisfaction, whether that means finding a suitable replacement or backordering the out-of-stock item.

Q: Can I place a special order?
A: We handle special orders on a case by case basis. If there is something you'd like us to order that's not in stock please email us with the details of what you would like to order we'll let you know if it's an option and provide a quote.