Policies and FAQ

Shipping:

We offer 3 types of order fulfillment:

  • Local pickup - always free! You pick your order up from us in the Inner Harbour area of Kingston, Ontario. You'll receive the pickup address and instructions once you place your order. 
  • Local delivery - we bring your order to you! Available for addresses within 10km of the Inner Harbour. If you're just outside the delivery range, email us to see if we might be able to accommodate a drop-off for you.
    If you're not home, we'll drop your order in the safest location we can find. If you have specific drop-off instructions, please include them in the instructions field on your order.
  • Shipping - We currently ship within Canada, hopefully expanding to other geographies soon. Add items to your cart to see available shipping options and rates. We pay the shipping on orders over $250. 

Refunds and exchanges:

If you have any issues or concerns about your order, please reach out to us (kylie@innerharbouryarn.ca) - we would be happy to assist!

We allow refunds within 60 days of original purchase for items returned in original, sellable condition. Yarn must be in the original skein or ball with label, accessories must be sealed in their original packaging.

Wound or caked yarn is final sale and cannot be returned.

We do not refund original shipping fees and customers who are not local are responsible for return shipping fees. 

Stock and custom orders:

As we've just soft-launched our website, we're still bringing in new items!

If you're looking for something specific, please email us (kylie@innerharbouryarn.ca). If it's a brand / dyer we already carry, chances are very high we can order it in for you! If it's something we don't yet carry, we may still be able to get it. 

Visiting us:

Unfortunately, we don't have a brick-and-mortar location you can visit (maybe in the future!). 

If you want help choosing yarn or accessories, or are local and would like to see colours or feel yarn before purchasing, please email us (kylie@innerharbouryarn.ca). We're happy to send photos of colour options, or arrange to meet with you for a personal shopping appointment to narrow down your shortlist!

Sustainability:

We try to reduce our carbon footprint as much as possible. A big part of this is re-using shipping materials. Your order may come to you in a re-purposed box, envelope, or other material. Thank you for helping us give these items a second life!