FAQ, Returns, Terms & Conditions

Location

We are an online yarn store, with a warehouse located at 300 Florence Avenue, Union Beach, NJ. Local pickups of online orders are possible from this location.

Purchase of patterns

We have a selection of free patterns, that you can find here. Otherwise, per Sandnes Garn world-wide policies, all patterns require purchase of a project’s worth of yarn.

Shipping & insurance

How do I add additional insurance to my order?

From the shopping cart, if you scroll down you will see “Cart Totals” and below that is a link that says “calculate shipping”. Click there, fill out the information requested, and when you get your shipping estimate, it will also provide you with the option to add insurance.

When will my order ship?

All orders are typically shipped next business day, Monday-Friday (excluding holidays) from 9:30am-3pm ET. Due to Covid-19, there may be short delays in shipping as we have limited staff in the building with us. Our current estimated shipping schedule is M/W/F. If you are concerned about your order, please don’t hesitate to reach out to us via our Contact Us page. We answer emails M-F from 9am-7pm ET; if you do not see a response, please check your spam folder.

If you have any questions regarding any product, please contact us before making your purchase. We are always happy to answer any questions and guide you as best we can.

I didn’t receive an order confirmation.

Please check your spam folder; all order notifications are automatically sent to the email you provided.

If you still can’t locate the email, please contact us so that we can verify your order was received and/or there isn’t a typo in your email address.

Tracking your package

How do I track my shipment?

As soon as your order is packed & shipped, our shipping software automatically emails you the tracking information. If you don’t see it, please check your spam folder. (In some email clients it may be under “Promotions” or “Updates” as well. If you still can’t find it, search your email for “Mother Knitter”.

The tracking shows that my package has been delivered but I didn’t receive it. Now what?

If the tracking shows that it’s been delivered, then you will need to contact USPS (or UPS, depending on the service used), let them know that your item did not arrive and have them put a trace on your shipment. They will be able to help you from there.

If my shipment has been lost, how do I get my money back?

First, you must have USPS or UPS place a trace on the package.

If your order was shipped via USPS Priority mail, you are automatically covered up to $99. You can file a claim here: https://www.usps.com/help/claims.htm

If your order was shipped via USPS Priority mail and your order was greater than $99 and you paid for extra insurance during checkout, then please file the claim up to $99 with USPS and contact us to have the balance of your claim filed.

If you placed an order and it was shipped via UPS, you are covered up to $100 and can file a claim here: https://www.ups.com/us/en/help-center/claims-support.page

If your order was shipped via UPS and your order was greater than $100 and you paid for extra insurance during checkout, then please file the claim up to $100 with UPS and contact us to have the balance of your claim filed.

If you selected USPS First Class mail, but added extra insurance, then contact us to process your claim. If you selected USPS First Class mail but did not purchase extra insurance on checkout, then unfortunately, there is no coverage for lost or stolen packages.

Ordering & returns

Can I order a catalog without yarn?

Per Sandnes Garn requirements, each catalog purchase requires a corresponding yarn purchase for the entire project. If you are having trouble putting a catalog into your cart, please add the yarn first and then the catalog (we’re sorry for the inconvenience; newer catalogs have the yarn on the project/pattern pages). Yarn purchased in conjunction with a catalog is final sale only. Orders placed that contain a downloadable catalog or pattern cannot be canceled or returned.

Do you send out color cards?

Yes, you can have color cards shipped to you; they are $1 each plus shipping.

What is your return policy?

Due to volume and dye lots, returns must be in the condition received and made within 10 days of receipt for store credit only. Please let us know in advance that you are returning your item; we will issue a store credit when it arrives. As dye lots change frequently, it’s important that we strictly adhere to the 10 day window for returns as it’s not fair to other customers if we have random dye lots coming back into inventory. All orders for yarn that was purchased with a catalog or pattern is final sale only. Plyste products are all final sale.

Returns are sent to: Mother Knitter, 302 Florence Ave, Union Beach, NJ 07735. Please include your information so we know whom to credit for the return.

Thanks for your understanding.

If you have any questions regarding any product, please contact us before making your purchase. We are always happy to answer any questions and guide you as best we can.