Frequently Asked Questions
Here are answers to commonly asked questions. We hope can find the information you're looking for here. If you have questions that aren't addressed here, please call:
Customer Service Department
(831) 728-2584
M-F 9am-5pm PST
Email: customerservice@knitting-warehouse.com
How do i order online?
Browse our catalog by using the navigation at left, or using the search. Once you have found what you are looking for, click on the order button to add to your shopping cart. You will see your shopping cart which will list the cost for each item and also show how many are in stock. You can change your mind later and easily add and subtract items from your shopping cart. We do receive merchandise daily, so please, check back to see if the item is back in stock. Continue shopping until you're ready to check out. When you have finished shopping, click on the shopping cart. You can remove items, add or subtract from the quantities ordered by using the buttons provided in the shopping cart.
If you have questions or difficulties, please contact us at:
(831) 728-2584
M-F 9am-5pm pst
Email: customerservice@knitting-warehouse.com
(When emailing, please place your order number in the subject heading.)
How will i get confirmation that my order has shipped?
You will receive an e-mail confirmation that your order has been received. You will receive a second email when the order ships showing total amount to be charged. This email will also include a tracking number if available.
How long does it take for an order to ship and what will the shipping charges be?
Shipping costs are calculated based on weight.
» We offer ground and second day shipping to the 48 contiguous states.
» Shipments to PO Boxes must be sent via DHL SmartMail or FedEx SmartPost depending on weight.
» Shipments to military bases (take a few days longer) must be shipped
via FedEx SmartPost.
» We currently ship to Alaska and Hawaii via FedEx.
» We ship to rural route numbers.
» We ship internationally to Canada only.
» We do not ship to multiple locations, please submit separate orders.
» Most orders have a processing time of 3-5 business days (Monday-Friday).
» We will send you a confirmation of receipt of your order via email, as well as tracking numbers where applicable.
» Click to see UPS MAP
How do i know if my items are available?
The quantity in stock will be indicated in your shopping cart. If we are temporarily out of stock, quantity will show "0". Please check back as we receive product almost daily.
Where is my backorder?
At this time Knitting-Warehouse does not process backorders. If your item is out of stock at the time of fulfillment we will cancel the out of stock product, ship the balance of your order, adjust your order total, and send you an email notifying you of the change.
What credit cards do you accept?
We accept Visa, Mastercard, American Express, Discover Card and PayPal. Although we try to accept debit/credit cards, we cannot always guarantee they will be accepted. We apologize for any inconvenience.
Is my credit card information secure?
Yes, we encrypt all information sent via the internet, so that data arrives privately and securely at its destination. Knitting-Warehouse.com makes every effort to protect your online order by using secure sockets layer (ssl) technology.
When is my credit card charged?
Your order will be charged to your credit card upon acceptance of the order.
What is your return policy?
If for any reason you do not want to keep an item you have purchased, you may return any unused, unopened, undamaged item within 30 days of receiving your order for a refund of the item's purchase price. Only merchandise that is returned in its original or sellable condition will be credited to your account. Please contact our customer service department for a Return Merchandise Authorization number (RMA#) and further information regarding merchandise returns.
Defective or damaged or missing items:
If any of the items from your order are missing, broken, or damaged when your package arrives, please contact a customer service representative for assistance within 2 business days of delivery by calling (831) 728-2584 or by sending an email containing your name, order number and a description of the problem to customerservice@knitting-warehouse.com. If you receive a defective or damaged item we will send you a replacement or issue you a full refund after we have received the product back in our warehouse.
How to return an item:
Please contact our customer service department M-F 9am-5pm PST at:
Phone: (831) 728-2584
E-mail: customerservice@knitting-warehouse.com
We will issue you a Return Merchandise Authorization number (RMA#) and information regarding merchandise returns. Once the return is authorized, items should be carefully packed and shipped to us with the RMA# prominently marked on the outside of the box. Knitting-Warehouse will cover shipping costs in the case of damaged, defective or wrongly shipped items. Customer will be responsible for shipping costs for all other returns. When emailing us about your order, please place your order number in the subject heading. UPS is our preferred carrier for sending back returns as they provide tracking services. Knitting-Warehouse.com is not responsible for items lost or damaged in transit.
Crediting your refund:
Once we have received and processed your return, we will send you an email stating the amount we are crediting your credit card. Please allow 10 business days for us to process your return. It may take up to two credit card statements for your credit to appear. Please let us know if you every have any problems or concerns about our policies. We appreciate your feedback.
How long does my refund take?
Once we have received and processed your return, we will send you an email stating the amount we are crediting your credit card. Please allow 10 business days for us to process your return. It may take up to two credit card statements for your credit to appear.
What is your privacy policy
Any personal information you share with knitting-warehouse will be closely guarded. Our shopping cart is safe and secure (using encrypted codes) and your personal information (e-mail address, telephone number, credit card number, etc.) is not, and will not, be shared, traded, sold or given to any other company. we love our customers!
Will you share my e-mail address with other businesses?
Absolutely not. We do not share or sell any customer emails or information. View our complete Privacy Policy.
How can i speak to a "real person" or get a question answered?
We can be contacted by phone Monday -Friday between 9am-5pm PST at (831) 728-2584. If one of our customer service representatives is not available, please leave a message and we will respond to you as soon as possible.
You may also email us at customerservice@knitting-warehouse.com. When emailing us about your order, please place your order number in the subject heading.
