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.
We are based in Canada but have implemented a multi-currency feature on our website to enable our Canadian and U.S. customers to view prices, pay for orders at checkout, and receive refunds in their local currency. Additional currency options will be added as we expand our shipping regions beyond North America.
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.
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.
We currently ship to Canada and the continental U.S. only. World-wide shipping options will be added shortly!
All orders are shipped via Canada Post. 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. We do not ship out orders on the weekend.
Dyed-to-order items will generally ship within 2-3 weeks.
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.
Orders within Canada are sent Expedited Parcel; they are trackable and insured up to $100.
- Up to $199.99 before taxes - $16
- $200 or more before taxes - FREE!
Untracked orders to the US are sent Small Package Air; they are not trackable or insured.
- Up to $199.99 - $16
- $200 or more - FREE!
Tracked parcels are sent via Tracked Packet.
- Up to $299.99 - $22
- $300 or more before taxes - FREE!
Please note that customers are responsible for the payment of any customs fees, duties, or taxes charged to them by their country.
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.
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.
We are not responsible for incorrect shipping addresses and will not refund orders that are lost for this reason.
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.
At this time we do not offer exchanges however returns are possible within 10 days of receiving your order. Please see above.
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).
Sonder Yarn Co. is committed to ensuring that your privacy is protected. We do not sell or distribute any information collected through our site.