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Frequently Asked Questions
Hopefully we can answer all your questions here. If not, please do not hesitate to contact us at 540-432-3029, Tue-Sat, 10am-6pm. We would love to hear from you.
How quickly will my order be shipped?
Once you place your order we will review your order before the next business day, ensuring accuracy and completion. All in-stock orders are processed and shipped within 72 hours. Most orders have to be pulled from our warehouse, and will be shipped within 10 business days.
Do you charge Shipping & Handling fees?
United States residents pay for standard ground shipping (3-7 days) via Fed Ex. Rush orders are available, and actual shipping charges will be calculated based on the speed of delivery and shipping address. Please call to confirm shipping costs before placing your order.
What are your shipping costs?
You can view an estimate of shipping costs by viewing your cart. However, final shipping costs will be displayed on the Invoice you see before confirming your order.
How can I view the status of my order?
Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.
Do you ship to an address outside of the United States of America? Yes. Orders from outside of the United States of America will be charged the actual shipping rate for delivery address. Please contact us at service@yarnmountain.com for details.
Can I pay with a personal check or money order instead of using a credit card? We accept all major credit cards, Paypal, or USPS money orders only. Credit card orders may be placed on our website. All other orders will need to be mailed to the address below.
Yarn Mountain
Attn: Orders
25 E. Water ST
Harrisonburg, VA 22801
Will you be charging sales tax on my order? Sales tax is charged on orders shipped to a Virginia address. We do not charge sales tax on orders shipped to addresses outside of Virginia.
How can my package be tracked if it does not arrive and how would signature confirmation help? All shipments are made via Fed Ex, and are traceable at no additional cost to you. We include tracking with your purchase, and this will show if a package is delivered to your address. We cannot be held responsible for packages delivered to the address, but not received.
Does Yarn Mountain have a retail location? Yes. The Yarn Mountain natural fiber yarn shop is located at 25 E. Water St, in Harrisonburg, VA 22801.
Returns
What if I need to return something? our complete satisfaction is important to us. We work hard to ensure we process your order as quickly and accurately as possible. If you are not completely satisfied, please let us know what we can do to fix the situation. Call us at (540) 432-3029 or you can email us at service@yarnmountain.com. Please contact us before making a return. Yarn Mountain will issue an RTV # (Return to Vendor Number) to you. We will not be able to receive nor process any returns without this number. If you have any questions regarding this procedure, please contact us at: service@yarnmountain.com
Every order arrives with an itemized packing slip/invoice. Unused yarn, in its original packaging and condition, can be returned within 30 days of purchase. We do not accept returns on patterns, needles or books unless they have been damaged in shipment. (Please include a description of the damage with your return.) We also do not accept returns on sale merchandise, unless damaged in shipment.
After you receive your RTV#, simply pack your return with a copy of the original sales receipt or packing slip properly filled out and ship to our address below. We prefer that you ship via UPS or FedEx and that the package be insured for the purchase price. Shipping costs for non-defective, non-damaged returned merchandise are your responsibility and are not covered by Yarn Mountain. Please return to:
Yarn Mountain
25 E. Water St
Harrisonburg, VA 22801
Refunds are administered in the same method of payment as the original order.
Will I be refunded on the shipping to return an item? Shipping costs for non-defective, non-damaged returned merchandise are not covered by Yarn Mountain
How much time do I have to return an item? Unused yarn, in its original packaging and condition, can be returned within 30 days of purchase.
Can books, patterns and needles be returned? We do not accept returns on books, patterns, or needles unless they have arrived damaged from shipment. We also do not accept returns on sale merchandise, unless damaged in shipment.
Can sale items be returned? We do not accept returns on sale items or discontinued merchandise, unless they have arrived damaged from shipment. (Please include a description of the damage with your return.) We also do not accept returns on books, patterns, or needles.
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