Thank you so much for shopping with us! We encourage you to take a moment to review our policies whenever you use our site. We reserve the right to update or modify these at any time.

CURRENCY

We are based in Canada but have implemented a multi-currency feature on our website to enable our Canadian and International customers to view prices, pay for orders at checkout, and receive refunds in their local currency.

FORMS OF PAYMENT

We accept Visa, MasterCard, American Express, Discover, Shop Pay, Apple Pay, and Google Pay. This is done securely via Shopify Payments. We also accept PayPal.

SALES TAX

All Canadian customers will be charged sales tax. We do not charge sale taxes to customers shopping from outside of Canada, however, please be aware you might be charged taxes and duties by your home country when you receive your order.

SHIPPING

We currently ship to Canada, the continental U.S. and Europe.

We are currently using a network of couriers and USPS to ship your packages. In-stock yarns will ship within 2-3 business days of order placement (often sooner!). If there is a question about your order, we will contact you via email and/or telephone. You will receive an e-mail notification when your order is shipped. Please note, we do not ship out orders on the weekend.

Pre-order items will ship on a pre-determined date that will be clearly indicated on the product page. If other items have been ordered at the same time as the pre-ordered items, they will ship at the same time.

• CANADA
  
  Orders within Canada are sent via Canada Post or UPS Standard; they are trackable and insured up to $100.
  - Up to $199.99 before taxes - $16
  - $200 or more before taxes - FREE!
  
  
• CONTINENTAL US
  
  Parcels are sent to the US via USPS or UPS Standard; they are trackable and insured up to $100.
  
  - Up to $199.99 - $15
  - $200 or more - FREE!
  
  While orders valued under US$800 usually enter the United States duty and tax free, please note that customers are responsible for the payment of any applicable customs fees, duties, or taxes that may be incurred.
  
  
• EUROPE
  
  We are now shipping to the following European destinations: Austria, Belgium, Finland, France, Germany, Hungary, Ireland, Italy, Luxembourg, Malta, Netherlands, Poland, Portugal, Spain, Sweden, Denmark, Iceland, Norway, Switzerland, and the United Kingdom (see UK-specific information below).
  
  Orders are shipped International Tracked Packet and are insured up to $100.
  
  - EU Flat Rate (under $150 CAD) - $25 CAD
  - EU Flat Rate (over $150 CAD) - $35 CAD
  
  Please note that customers are responsible for the payment of any applicable customs fees, duties, and taxes
  
  
• UNITED KINGDOM
  
  Minimum order requirement - 135 GBP (please see explanation below).
  
  Orders are shipped International Tracked Packet and are insured up to $100.
  
  - UK Flat Rate - $22 GBP
  
  As we do not have a UK VAT number nor the capacity to collect and remit duties and taxes on behalf of the government, we have set a minimum purchase amount of £135 for customers ordering from the UK.  For orders over £135, you will be asked to pay the sales tax/customs fees upon the arrival of your package into the country.  These amounts are determined by the size of the order and are your responsibility as the customer.
  
  
• AUSTRALIA & NEW ZEALAND
  
  We are now shipping to Australia!
  
  Orders are shipped Tracked Packet International and are insured up to $100.
  
  - Tracked Packet International (under $180 CAD) - $35 CAD
  - Tracked Packet International (over $180 CAD) - $45 CAD
  
  Tracked packet ship time is approximately 10-15 days.
  
  Please note that customers are responsible for the payment of any applicable customs fees, duties, and taxes
  
  

LOST PACKAGES

Unfortunately, Sonder Yarn Co. is not responsible for packages that do not arrive. While we will do our best to answer any questions about your shipment, Canada Post should be contacted directly to resolve the issue. 

You can track your package at the Canada Post website at www.canadapost.ca or call 1-866-607-6301.

Please note that US customers who select the “Untracked” shipping option will not be able to obtain any information about the location of a package from Canada Post. Sonder Yarn Co. is NOT responsible for lost or stolen packages that are sent without tracking.

REFUSED PACKAGES

If you refuse an order and it is returned to us, you will only be refunded the cost of the yarn. Shipping costs will not be refunded.

INCORRECT ADDRESSES

We are not responsible for incorrect shipping addresses and will not refund orders that are lost for this reason.

RETURNS

We want you to love your yarn! Please let us know right away if you are not satisfied with your purchase, if it has been damaged in any way, or if you have received the wrong item(s). We will accept and refund all eligible returns that are initiated within 10 days of receiving your order. Items must be unused and in sellable condition with original packaging. Please note that sale items and special pre-orders are non-refundable.

Unless your order was filled incorrectly, return shipping charges are not refundable. 

Unfortunately, we cannot assume responsibility for items lost or damaged in transit on their way back to us.

Please mail your return to:
Sonder Yarn Co. Returns
4592 Wilson Ave.
Montreal, Quebec
H4A 2V4
CANADA
hello@sonderyarnco.com

EXCHANGES

At this time we do not offer exchanges however returns are possible within 10 days of receiving your order. Please see above.

COLOURS

We do our best to photograph and present yarn colours as accurately as possible. Due to variations in dye lots and because computer monitors vary, there may be some inconsistencies.

ERRORS, INACCURACIES, AND OMISSIONS

Mistakes happen. Occasionally there may be information on our site that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, promotions, offers, and availability. We reserve the right to correct any errors and to change or update information at any time (including after you have submitted your order).

PRIVACY POLICY

Sonder Yarn Co. is committed to ensuring that your privacy is protected. We do not sell or distribute any information collected through our site.