Can I change or cancel an order after it’s been submitted?
Yes, as long as the package hasn’t gone out yet. Please notify us as soon as possible with any changes. Call during business hours (650) 726-2550 or e-mail after hours: email@example.com
How much is shipping? And how do you ship?
We usually send everything via U.S. Postal Service. Please let us know in the comments section at checkout if you require a different service. Shipping is free for domestic orders of $75 or more and international orders over $100 (excluding tax), otherwise, shipping within the U.S. is a flat rate of $4.00 for standard shipping (5-7 business days, but usually faster), or $10.00 for expedited shipping (1-3 business days). If you would like Express shipping (next day delivery), please contact the store at 650-726-2550. International shipping is a flat rate of $10.00 (7-10 business days). Fengari is not responsible for packages lost in transit. Insurance is available for an additional cost.
Can I return unused yarn for a refund or store credit?
You may return unused yarn for a refund within 60 days with the receipt, or store credit within 120 days with the receipt. Yarn must be in its original condition and packaging, and from a smoke-free environment.
The customer is responsible for shipping charges on returns.
The following items do not qualify for a refund or exchange:
Can I place a special order?
Mostly. If it’s a yarn that we already carry, you can order any quantity. If it’s a yarn we don’t carry, but from a company we already deal with, we can order it, but it would need to be sold in full bags (which is usually ten, but sometimes five, and hand-dyed companies have various minimums.)
All yarns from Brown Sheep Company can be ordered in any quantity (Yay!). When ordering yarns that we don’t stock, orders will need to be pre-paid. Just give us a call or email for more information, and we will do our best to accommodate your special order needs.
What about Sales Tax?
Sales tax will be applied to orders being shipped within California, and to in-store purchases, unless you have a re-sale license.
Can you wind my yarn?
Yes! We are happy to wind yarn purchased at Fengari. When placing an order online, make a note in the comments section at checkout if you’d like us to wind any or all of the skeins. Please note that yarn cannot be returned once it’s been wound.
Do you send samples?
Regrettably, we are unable to send yarn samples.
What do I do if there was an error with my shipment?
Oops, sorry about that! We make every effort for accuracy, but if there is a mistake with your order, please call or email us, and we will make it right (and of course we will pick up the additional shipping costs).
Hand-dyed yarns… why do the colors vary, even within the same dye-lot?
Hand-dyed yarns are works of art, and just as with anything hand-made, some variation in color is natural, and even expected. Some accept it as part of the beauty of hand-dyed yarns, but for those that prefer a more even distribution of color, the suggestion is that you work with 2 skeins at a time. Alternate every two rows with each skein, carrying the yarn up the side as you go (over and back with skein “A”, then over and back with skein “B,” and repeat).
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