COVID-19 Policy - Updated July 31, 2020
Studies suggest that the novel coronavirus does not survive long on soft surfaces (e.g., fabrics, yarns), and even hard surfaces seem to shed the virus within 72 hours. Since the transit time for most packages exceeds 72 hours, we are only taking special precautions during packaging for local packages that may arrive within that window, or by request. Please email us at email@example.com to request a sanitized packaging procedure. In the event that anyone in our household falls ill with COVID-19, we will suspend shipping.
In light of the global pandemic, you should anticipate slower-than-usual delivery times for your yarn. We are not responsible for postal delays, and will not be issuing refunds for delayed packages. US and international destinations face especially long wait times, due to delays in the Canadian postal system and your own, as well as delays at customs. US and international customers who do not choose to upgrade to a tracked shipping option do so at their own risk; we will not be offering refunds for any missing packages until a full postal investigation can be completed. Whether you choose a tracked or untracked package, we will not have any more information than you do about its whereabouts or its expected arrival date.
All packages are shipped via Canada Post and delivered by your country's mail service. Shipping costs are calculated automatically based on your order weight and your location.
All packages sent to Canadian addresses will automatically be sent with a tracking number. Customers shipping to a US address can choose a tracked or untracked shipping option at checkout; if you did not select the tracked shipping option but later decide you want it, contact us immediately and we may be able to invoice you for the upgrade if your order hasn't already been packaged. We CANNOT upgrade your order to a tracked package once the order has been packaged, and we will not have any additional information about the whereabouts of untracked packages.
As of August 20, 2020, customers shipping to an international (non-US, non-Canadian) address will be restricted to a tracked option. With long and uncertain delays for international border crossings due to COVID, we can no longer offer an untracked option.
For all Canadian and International customers, as well as US customers who choose to upgrade, tracking numbers will be sent to the email provided once the package has shipped.
Canadian Free Shipping Offer
As a Canadian company, we fully appreciate how expensive shipping is in Canada. That's why, if your shipping address is located in Canada and you spend 175 CAD or more on in-stock yarn in a single transaction (before shipping costs or taxes), we're happy to ship your order for free! Unfortunately, we cannot apply this offer to custom orders and we cannot combine multiple orders in order to reach the 175 CAD threshold. Valid for Canadian shipping addresses only.
If you're local to the Halifax Regional Municipality and wouldn't mind a drive to Dartmouth, you can skip the shipping costs altogether by entering the code HRMlocal at checkout. We'll get in touch ASAP to coordinate a pickup time.
Customers are responsible for ensuring their shipping information is current, complete, and accurate, as parcels cannot be re-routed once they have been shipped. When parcels are returned to us for any reason (e.g., address unknown, customer moved...), we are charged a fee to receive it; we are happy to re-ship such parcels, but the customer will be charged 1) the return to sender fee and 2) the cost of re-shipping to the corrected address.
Hypothesis Yarns is not responsible for any packages lost or stolen once they enter the postal system, and cannot issue any refunds or replacements. Investigations for such incidents should be opened with the relevant postal authorities.
Customs, duty, VAT, etc.
Customers are responsible for all customs, duty, import taxes, and other fees associated with importing products into their country from Canada. Consult your local postal authorities for the relevant regulations.
Hypothesis Yarns is a Canadian GST-registered business and is obligated to collect and remit appropriate GST or HST amounts for all products and services sold within Canada.
From time to time, we may offer storewide sales, sales on certain products, or discount codes that can be applied to purchases. Shipping costs and any relevant taxes are excluded from sales and discounts. Unless otherwise stated, discount codes may only be applied to in-stock listings, not to custom orders. Discounts may not be applied retroactively, so please make sure you're using any discount codes you have at the time of purchase. Any products listed in our SALE section are final sale, and are ineligible for return or exchange.
Returns and Exchanges
We are happy to accept returns or exchanges on unused yarn in its original condition, within 30 days of your purchase date. Note that we cannot accept returns or exchanges on sale yarn, mystery sets, Hypothesis Tests (our one-of-a-kind batches), or yarn that has been wound into a cake or a ball. Special considerations can be made if returns or exchanges are initiated because of damage to the yarn that occurred before it left our hands or as a result of improper packaging.
Customers are responsible for any shipping costs incurred to return the yarn to us. A refund for the full amount paid for the returned yarn, minus any shipping costs, will be refunded once the yarn is received and confirmed to be in its unused and original condition.
Customers are responsible for the cost of shipping the yarn back to us and for the cost of shipping the replacement yarn to them, as well as any differences in cost between the original and replacement yarn.
Although much care is taken to ensure that our products are accurately depicted in our photography, variations in screen display settings are unavoidable; the colour, vibrancy, and brightness of our products may appear different on different displays, and may appear different in real life than on digital displays.
Moreover, because of the nature of hand-dyeing in a small studio setup, colour outcomes can vary both between and within batches. The photographs in our shop should therefore be taken as a reference only. Hypothesis Yarns will not provide refunds due to colours mismatching expectations, but will allow for exchanges under the conditions listed above.
With the exception of our Suri Silk base, all of our regular yarn bases are superwash treated. Although this means it is generally safe to machine wash the yarn in cool water on a gentle cycle, we strongly recommend hand washing all finished objects in cool water with wool wash to prevent stretching, snagging, shrinking, and bleeding. All Hypothesis yarns are thoroughly rinsed, but colours may bleed slightly on the first few washes; this is especially true for non-superwash bases. For best results, finished objects should be laid flat to dry.