FAQs
Does my order come with tracking and/or insurance? First Class Mail is not insured; however Priority mail comes with $50 of shipping insurance. Tracking within the U.S. is available and will be sent to your email once shipped. Any claims filed for lost packages must be made by purchaser (usps.com), HCW is not responsible for lost packages or delays. International mail is not insured nor is tracking available beyond U.S. borders. You can expect an international package to be delivered anywhere from 3-6 weeks once shipped (not ordered). If your package hasn’t arrived after the 6 week point please contact orders@highcountrywool. We will do what we are able.
Claims must be filed by you, the recipient, through USPS. As per USPS guidelines, once the package is picked up by the postal service the ownership of that package is now yours. I have no control of claims filed as I’m no longer considered the owner.
Can I return my order? Yes. You may return items within 14 days of receiving them, all items returned must be in their original packaging, from a smoke-free home and undamaged or tainted by animal hair. Returns are refunded once received. Unless the error was ours or the product was damaged, you are responsible for return shipping expenses and a 10% restocking fee. Please be sure to look over your item upon receiving it as returns cannot be accepted past the 14 day mark.
Pelts are non-refundable. All sales are final.
When will my order ship? Ready-to-ship items will ship within 5-7 business days (M-F). Please refer to the individual listings for pre-order items. We do our best to get these items out as soon as possible. All items are shipped via United States Postal Service. Please be sure that the address provided is correct before submitting your order (PayPal). If there is an issue with shipping to your provided address and the shipment is returned to me, you are responsible for the re-shipping costs. If the error was ours, we will cover the cost.
I have an issue with my order what should I do? Please email orders@highcountrywool.com to resolve any issues with your order.
How long will it take for me to receive my items? For domestic purchases, it takes approximately 6-8 business days. For international packages please allow 4-6 weeks. Mail delays can occur and do. Please contact USPS (usps.com) or your local post office to inquire about any packages that haven’t been received before contacting me. I will do my best to look into it, however, am not responsible for any lost or delayed packages.
Why does my colorway look different from the picture on the listing? First, please consider that small batch dyeing produces varied results. Every. Time. Uniqueness is one of the most beautiful elements of hand-dyed yarn and generally appreciated. Unless you receive the exact skein that was photographed, items you purchase from the store will have their own color variations and shifts. Computer monitors also vary greatly. The color you’re seeing on your computer may be generating a more green or red shade on the color spectrum.
My yarn is bleeding, is that normal? It’s normal for your yarn to bleed slightly for the first couple of washes especially if the colorway is rich. Try soaking your hand knits for 5-10 minutes in cold water and lay them flat to dry. l always recommend hand washing for longevity. Your yarn should not bleed onto your hands while knitting, if this occurs please contact me to resolve the issue.