Shipping & Returns

We work hard to ship orders in a timely manner. Orders will be shipped within 3 business days from the time your order is placed (Tuesday-Friday, with the exception of holidays) – most orders received during our regular business hours will be packaged and ready to ship within 24 hours.

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 when a tracking number 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 orders@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.

• In-Store Pick Up: If you're local and want to place an online order to pick up at our brick-and-mortar shop (within 7 days), just note "In-Store Pick Up" in the notes section when you check out and we'll hold your item/s at the shop for you - you'll still be charged for shipping but we'll refund the shipping charge when you pick up your order.
• In-store pick up orders will be held for up to 7 days - shipping is credited when you pick up your order.
• Since the shipping is paid... if you decide you want us to ship your order (or if it's more than 7 days), we'll pop it in the mail for you.

SHIPPING & ORDERING FAQ

Q. What forms of online payment do you accept?
A: We accept Visa, MasterCard, Discover and American Express.

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 (Blue Sky Metalico, Unicorn Tails...), 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 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 placed an order over and selected free shipping, what shipping method will the shop use?
A: With Free Shipping, the shop selects the shipping method based on weight and size - most orders that receive free shipping will ship USPS Priority, but some may ship via First Class or another method. 

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: There’s a product on your website/at the brick-and-mortar store/on Facebook that I’d like to purchase, but it’s not listed in the online shop?
A: We're working to add as many products as possible to our website, but there are items that we carry in our brick-and-mortar store that aren’t shown, or may not make it to our website, for various reasons. If there’s an item we carry in the store that you’d like to purchase, please contact us at info@fireflyfibers.com and we’re happy to see if that item is available for you.

Q: Can I place a special order?
A: We can work with you to place a special order – the minimum special order amount is $50 and non-refundable/transferable deposit of at least 50% is required to place the order. Requests to order new yarn lines or colors we don’t currently carry, are handled on a case-by-case basis - in some cases, a minimum purchase amount may apply and will be determined by the company we are ordering from (ex. a full bag of 5 or 10 skeins may be the minimum for some special orders and this depends on the yarn/item requested). We will contact you when the yarn is in stock and ready to ship and additional shipping charges may apply (we can estimate this for you when you place your order). Sorry, we do not offer discounts or any other incentives on special orders. To place a special order, please contact the store with the details of what you would like to order to see if this is an option. 

RETURN POLICY

We want you to be happy with your purchase from Firefly Fibers. If your order is incorrect, please contact us within 72 hours of receiving your package and we will gladly correct our error and absorb all shipping costs associated with this.

If you are unsatisfied with your yarn purchase, regular priced yarn in original condition may be returned for store credit or exchanged when received at our brick-and-mortar shop within 30 days of the delivery date (via USPS tracking) with original sales receipt/invoice. We will contact you when your return has been processed and your credit is available. We cannot accept returns on other items, including: sale yarn, needles, accessories, books/patterns, special orders, kits, cut fabric, and closeout items.

When exchanging yarn by mail, you are responsible for shipping costs to and from Firefly Fibers. Returns/exchanges on orders that received free shipping discounts may have applicable shipping fees deducted from the exchange/return total and returns over $100 may also be subject to a 15% restocking fee. 

Yarn returns that are not in resalable condition or are received more than 30 days from the purchase date, will not be eligible for store credit or exchange and the customer will be responsible for all shipping costs associated with reshipping the yarn. 

If you have any questions on returns/exchanges, please feel free to contact us before shipping your return to our brick-and-mortar shop.