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FAQs / General Policies

Twisted LLC BBB Business Review

Last updated February 15, 2017

Please also view our Terms of Use page and our Privacy Policy page.

By ordering from this site, you the visitor agrees to all of the below. These General Policies may change at any time without notice. Please check these general policies before each order to make sure you are aware of our most recent policies.

Shipping

FREE SHIPPING

Within the United States only, shipping by Twisted's choice of method is free for overs over $100. Wheels, floor looms, and other heavy/bulky/fragile items are NOT eligible for free shipping at our discretion. Otherwise, shipping charges are generated from an electronic quote provided by the USPS based on the order's estimated weight.

LOST/DAMAGED PACKAGES

We cannot accept responsibility for items lost or damaged in shipping. Customers will be emailed a tracking number when a package is shipped and can use that to file a claim with USPS.

TIMELINE

Orders placed before noon Pacific Time will be picked up by USPS on the first business morning following the placement of the order.

Approximate shipping time lines are below. Please note these are in addition to our in-store handling time line listed above. These are NOT guaranteed delivery times. Holidays, inclement weather, and other unforeseen events can delay shipping.
Domestic parcel post within the contiguous 48: 2-14 business days depending on your distance from Portland, OR
Domestic first class within the contiguous 48: 2-7 business days depending on your distance from Portland, OR
Domestic priority mail within the contiguous 48: average of 2-4 business days depending on your distance from Portland, OR
Domestic express mail within the contiguous 48: overnight delivery to most locations. Find the guaranteed delivery time from the USPS here. Please note this is in addition to our in-store handling time line above.
Delivery times for Hawaii, Alaska, and international mail depend on the destination.

INTERNATIONAL

Shipping costs DO NOT include customs duties, taxes, and related fees. International customers are responsible for all customs duties, taxes, and other fees incurred after a package is mailed. Additional charges billed by the destination country are not predictable, not part of what we can pay ahead of time in shipping costs, and will not be refunded if charged. For example: all packages containing retail goods over $20 Canadian shipped from the US to Canada are technically liable for customs tax. In practice, this is rarely charged. We do not know ahead of time if or when this customs fee will be due. In the event that Canadian Border Services does flag a package as requiring a customs fee, the customer must pay it before the Canadian post office will release their package. We advise international customers to investigate and prepare for additional fees that will be due to their destination country.

Quantity In Stock

Quantities listed as in stock are accurate to the best of our knowledge. They reflect the actual number of skeins we believe to be in our brick and mortar store in Portland, Oregon. Unfortunately, it is an unpleasant fact of retail that occasionally products sprout legs and wander out the door without being recorded in our sales system. Thus, our listed available inventory quantity may be wrong. In addition, it is possible that a web customer and an in-store customer or two web customers may purchase an item at the exact same time. If we are unable to fill your order as submitted for any reason, we will contact you as soon as possible. By placing an order, you agree to this and to working with us and our best, reasonable, efforts to resolve the problem.

Returns/Exchanges

Damaged, defective, or faulty merchandise may be returned, of course - please call us at 503-922-1150 or email info@twistedpdx.com. We will usually need to see a photo of the defect or have it shipped back to us in order to issue a refund. This is so that we can provide proper feedback to the manufacturer. Twisted will pay for any shipping costs, either direction, associated with replacing damaged merchandise. Please do not ship back items without contacting us first!

There are no returns on clearance items, books, patterns, magazines, needles, hooks, wound yarn, or used/opened merchandise. We are strict about this to protect authors' copyrights and to ensure we offer all our customers the very highest quality of brand new products. Thank you for understanding.

Other items in new condition may be exchanged for a refund ( less shipping charges) within 14 days of the order. Store credit will be given for returns within 60 days. We do not pay for shipping charges in either direction for exchanges. Shipping charges for exchanged merchandise are the customer's responsibility.

For information and policies surrounding discounts we offer, please see our  Discounts Policies.

Speaking Truth to Yarn

Industry standard is that several breaks or knots is acceptable in an average skein or ball of yarn.

Gauge is important – do a gauge swatch before knitting your project. We cannot be held responsible if a customer uses the wrong needles or gets the wrong gauge.

All monitors are different – colors are rendered to the best of our ability, but we cannot be responsible for color differences between monitors or between skeins.

Superwash yarns tend to grow when washed. They tend to snap back when put in the drier briefly. Non-superwash wools tend to shrink or felt if washed improperly. We cannot be responsible for either situation - or for improper care in general.

Many hand-painted, hand-dyed, and other yarns tend to bleed. Color may come off on the knitter’s needles, hands, and in the water the first several times items are washed. This is normal and out of our control.

Single-ply yarns, while gorgeous, are by their nature not as strong as plied yarns. They are more prone to breaking and, when within reason, this is normal and out of our control.

General Acts of God

Twisted is not and cannot be held responsible for shipping delays, weather, and other acts of God out side of our control.

By ordering from this site, you the visitor agrees to all of the above. These General Policies may change at any time without notice. Please check these general policies before each order to make sure you are aware of our most recent policies.

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