Ordering

Helpful tips and questions about ordering from our shop

Breaks - 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.

Colors - Photos show accurate colors to the best of our ability, and we note yarns that are likely to have extra variation between lots and skeins. In particular, hand-dyed yarns will be different from lot to lot and skein to skein. In addition, all monitors are different so the skein you get is likely to differ somewhat from the color you see on the screen.

Superwash - Superwash yarns tend to grow when washed, especially when soaked. They tend to snap back when put in the drier briefly. Be sure to do a blocked gauge swatch for your project treating the swatch how you expect to treat the finished garment.

Wool - Non-superwash wools tend to shrink or felt if subjected to heat, damp, and friction. This is simply the natural, inherent character of most wool. All fibers must be properly cared for to last and wear well.

Bleeding - Many hand-painted, hand-dyed, and other yarns can bleed. Color may come off on the knitter’s needles, hands, and especially in the water the first several times items are washed. This is normal.

Natural Materials & Hand Crafted Items - Hand-painted and hand-dyed yarns, as well as all items made from natural materials like wood, are by their nature unique and one-of-a-kind. The item you receive will vary from what is pictured.

Single-Ply - 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 not a defect.

If you order multiple skeins of the same yarn, we will always try to send you skeins that are all from the same dyelot or - if a yarn doesn't have dyelots - that visually match.

Unfortunately, sometimes we don't have sufficient quantity of the same lot to fill an order. If you order more than one skein of the same yarn you'll be prompted on the Review Your Cart page to select your preference for what to do in this situation.

In most cases, no. We do our best to make sure the photos are representative of the product, but photographing every individual item would be more or less impossible. Hand-painted and hand-dyed yarns, as well as all items made from natural materials like wood, are by their nature unique and one-of-a-kind. The item you receive will vary from what is pictured.

Quantities listed as in-stock are accurate to the best of our knowledge. They reflect the actual number of that item we believe to be in our warehouse in Portland, Oregon.

Our listed available inventory quantity may occasionally turn out to be inaccurate. For example, it is possible that two 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 to offer our apologies and a few possible solutions.

By placing an order, you agree to this and to work with us and our best, reasonable, efforts to resolve the problem.

gift card entry

At checkout enter the gift card number where indicated.

If your gift card or store credit balance is less than your total order, you can pay for the difference using an additional payment method. If you don't use the full gift card or store credit value, the remainder will stay ready to use with that same code for your next order.

Some older gift cards issued 10 or more years ago may have fewer digits than our current system allows. In this case, enter zeros (0) at the END of your gift card number so that it is 8 digits. For example, 1234 would become 12340000.

Check your gift card balance here.

Due to software limitations, you can only send a gift card to one recipient per order.

You can, though, purchase multiple gift cards for that recipient, or purchase a gift card in addition to other products and services.

Yes, you can use (redeem) multiple gift certificates on the same order. Just enter one code and apply it, then enter the next code and apply it. Any unused portion of the final gift certificate will remain tied to that code. If a balance is owing after apply all your gift certificates, you can pay via the method of your choice.

We offer group and private knitting lessons via Zoom.

As of late March 2020, we are an online only shop with no brick and mortar store front, so we do not anticipate re-starting any in person classes after the pandemic.

UPDATE 12/17/2020: Raaaaaaats. Our winder is broken. (Literally - a large piece fell off.) We have a replacement part on order but, in the meantime, we're temporarily unable to wind yarn. We're so sorry! Thank you for your understanding!

We did try our best to use a regular human-powered winder instead of our industrial motorized winder. But it takes much longer and the quality of the ball isn't as consistent. We're a small business of about 6 FTE, and we're doing our best and working our buns off during this busy time of year while also maintaining COVID protocols.

If you're bummed and frustrated that we can't wind your yarn right now, please know that we verrrrry much share those feelings. One last gift from 2020. Also, please remember that if you chat/email/call us a real live human is on the other end.

Again, we're really sorry!

UPDATE 12/17/2020: Raaaaaaats. Our winder is broken. (Literally - a large piece fell off.) We have a replacement part on order but, in the meantime, we're temporarily unable to wind yarn. We're SO sorry! Thank you for your understanding!

We did try our best to use a regular human-powered winder instead of our industrial motorized winder. But it takes much longer and the quality of the ball isn't as consistent. We're a small business of about 6 FTE, and we're doing our best and working our buns off during this busy time of year while also maintaining COVID protocols. If you're bummed and frustrated that we can't wind your yarn right now, please know that we verrrrry much share those feelings. One last gift from 2020. Also, please remember that if you chat/email/call us a real live human is on the other end. Again, we're really sorry!

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The heart of the issue is that winding yarn is time-consuming, which means it is expensive in labor costs.

Portland is an awesome city in an awesome state, which means our staff members' hourly wage is higher than it might be other places. We also provide paid sick leave, and of course there are payroll taxes, payroll processing costs, and unemployment insurance on top of wages. Right now we simply don't have the resources to wind without an additional charge all the yarn our wonderful, valued, awesome customers buy.

When we were a brick and mortar shop, team members could multi-task while winding yarn, so we didn't charge extra. We could offer advice while also winding, or tidy up the front counter, or quickly check out another customer.

We've found that as an online-only shop, though, the tasks that we're doing now just don't lend themselves well to multi-tasking. The way to get your order picked and packed 100% correctly is to devote 100% of our attention to every order, every email, every time.

We did some tests and on average between big skeins and small skeins, skeins that wind easily and skeins that go bananas, a skein takes about 10 minutes to wind.

We're looking for a more nuanced solution that is also easy for customers to use, but it's proving to be a challenge. We're doing our best, but we know it's imperfect.

Shipping

No. As of late March 2020, we are an online-only business without a brick and mortar storefront.

We tested offering contactless curbside pickup in ways that could still keep customers and staff safe during the pandemic. But, to be completely frank, we were sad to find that far too many people did not respect the necessary precautions. For everyone's safety we decided that offering free shipping on most orders over $40 was a better, healthier solution. As a family member said when canceling her wedding due to the pandemic, "We love you too much to see you any time soon."

Within the United States only, shipping by Twisted's choice of method is free for most orders over $40.

In light of the ongoing COVID-19 pandemic, we lowered our free shipping threshold from $50 to $40. If you're looking for a way to support our small business during this difficult time, please consider selecting a non-free shipping option if you're able. This helps us to sustain a lower free shipping threshold.

Looms, ceramics, umbrella swifts, and other heavy/bulky/fragile items are NOT eligible for free shipping at our discretion. Similarly, we will sometimes offer up slightly-damaged or gently-used items for free, and these are not eligible for free shipping. Otherwise, shipping charges are generated from an electronic quote provided by the USPS based on the order's estimated weight.

STEP 1 - WE PACK YOUR ORDER

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

USPS does not pick up mail on Sundays or holidays. Twisted is closed all day 7/4, 12/24, 12/25, 12/31, and 1/1 so those are not "business days" for us.

With the staggered schedules and strict occupancy limits required to protect our employees from the COVID-19 pandemic, we are not able to add capacity when order volume increases without asking people to work overnight. We're doing our best!

If we have questions about your order, we will pull it aside and try to contact you before shipping it. In general, if we don't hear back from you in four days then we'll make our best guess to resolve whatever issue popped up and go ahead and package up your order.

STEP 2 - USPS SHIPS YOUR ORDER

Approximate shipping timelines are below. Please note these are in addition to our in-store handling time noted above. These are NOT guaranteed delivery times. Holidays, the pandemic, inclement weather, and other unforeseen events will delay shipping.

HOLIDAY + COVID-19 SHIPPING DELAYS: The postal system is severely overburdened. Please expect shipping delays of up to several days beyond the USPS-robot-provided estimates.

Domestic media mail within the contiguous 48: 3-14 business days depending on your distance from Portland, OR
Domestic parcel post within the contiguous 48: 3-14 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: an 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 timeline above.
Delivery times for Hawaii, Alaska, and international mail depend on the destination.

If you've selected a shipping method that includes tracking, you'll receive an automated email with a tracking number when your order ships, another email when it is out for delivery, and a final email when it has been delivered.

We ship most orders with delivery tracking. Exceptions are noted with shipping method choices at checkout. Please consider the insurance and tracking options for each shipping method noted at checkout. Cheaper options may not include insurance and tracking, which limits your recourse in the event of a lost package.

When applicable, your tracking number will be automatically emailed to you when your package ships. Please check your inbox for this email. If you don't see it, try checking your spam folder. In addition, you will receive an email when the package is out for delivery and again when the package has been delivered.

HOLIDAY AND COVID-19 SHIPPING DELAYS
While we are meeting our in-house processing timeline, due to the pandemic the postal system is severely overburdened. Please expect shipping delays of several days beyond the provided estimates.

Per the USPS guidelines, a package is not considered lost until 15 days after mailing. Before that they won't reply to our messages.

We ship most orders with delivery tracking, and that tracking number will be automatically emailed to you when your package ships. That helps prevent almost all lost packages - or prove where the USPS dropped the ball.

At customer request, we have started offering cheaper shipping methods on some packages (e.g., first-class stamped envelope) that do not include insurance or delivery tracking. Shipping options that do not include delivery tracking or insurance are noted in the shipping options at checkout. Without delivery tracking, neither we nor the USPS can do much to confirm if a package has been lost or stolen.

We cannot accept responsibility for items delayed or lost during shipping, BUT we will do everything in our power to get you the item you ordered! For example, if an item with delivery tracking is lost or damaged during shipping, if possible we will try to ship you a replacement and file a claim with the shipper directly.

Unfortunately, porch piracy is on the rise. If a package is stolen off your porch after it has been confirmed as delivered by the USPS, there is nothing either they or we can do. It is just as if the item was stolen at any other time while it is in your possession. Please consider having us send your package somewhere secure like a work address.

Yes! But - be aware that 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.

We do our best! While we are constantly re-evaluating our packing materials and sources. At this time it is cost-prohibitive to use exclusively compostable and post-consumer recycled poly mailers. That said, the packing materials that we purchase are all compostable, recyclable, or post-consumer recycled.

When purchasing mailers, we opt for paper compostable mailers whenever possible. For items that can't be shipped in those, we purchase/use post-consumer recycled plastic mailers whenever possible. We no longer purchase new, single-use plastic packing materials.

The biggest caveat is that we do currently utilize the free Tyvek mailing envelopes provided by the USPS. We have also assessed that continuing to use standard adhesive shipping labels and thermal receipts is ultimately more environmentally friendly than the readily available alternatives.

REDUCE

We work hard to minimize packaging, plastic, and waste throughout our operation. We no longer purchase single-use plastic packaging materials. We package most orders using recyclable kraft paper, corrugated cardboard padding, masking tape, and compostable paper mailers.

REUSE

Whenever possible we reuse clean packing materials. This allows us to reduce the environmental footprint of shipping items to you. Examples include bubble wrap, packing peanuts, and cardboard boxes. We no longer purchase single-use plastic packing materials, but we do reuse such materials that we receive.

We also ship larger yarn orders in reusable cotton drawstring project bags.

RECYCLE

When we aren't able to reuse packing materials we make our best effort to responsibly recycle them.

Returns & Refunds

INCORRECT, DEFECTIVE, OR DAMAGED ITEMS

We're so sorry! Please let us know within 7 days if we've shipped the wrong item, or if an item is defective. In these instances, Twisted will pay to ship you a new item and provide a postage-paid label to send the incorrect/defective item back to us. Returns are by mail only - we do not accept returns at our warehouse.

To initiate a return, you can use our self-service returns portal. If you run into any issues, you can also email us at info@twistedyarnshop.com.

FINAL SALE ITEMS

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.

GENERAL

Other items in new condition may be returned for a refund or store credit (less shipping charges) within 14 days of the order. Store credit (less shipping charges) will be offered for returns within 60 days. Twisted does not pay for shipping charges in either direction for returns or exchanges. Returns are by mail only - we do not accept returns at our warehouse.

To initiate a return, you can use our self-service returns portal. If you run into any issues, you can also email us at info@twistedyarnshop.com.

Sorry, 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!

We're so sorry! Please let us know within 7 days if we've shipped the wrong item, or if an item is defective. In these instances, Twisted will pay to ship you a new item and provide a postage-paid label to send the incorrect/defective item back to us. Returns are by mail only - we do not accept returns at our warehouse.

To initiate a return, you can use our self-service return portal at https://twistedyarnshop.com/a/returns. If you run into any issues, you can also email us at info@twistedyarnshop.com.

No. Returns are by mail only - we do not accept returns at our warehouse.

To initiate a return, you can use our self-service return portal at https://twistedyarnshop.com/a/returns. If you run into any issues, you can also email us at info@twistedyarnshop.com.

No, we can't offer a refund if you don't attend a class you're registered for.

To cancel your class registration and receive store credit, we request 72 hours' notice for group classes or 24 hours' notice for a private lesson.

In this time of working from home, staggered schedules, and physical distancing, several team members may have planned their and their family's days around your appointment. Please email us as soon as possible if you need to cancel or reschedule a service.

If adequate notice is given, we will reschedule your appointment or provide a refund in the form of store credit. If sufficient notice isn't provided, no refund will be offered.

Discounts

As a general rule, coupon codes cannot be combined. In other words, you can use only one coupon code per order.

You can use a coupon code and a gift card or store credit on the same order.

Ask us if you have questions about how discounts will apply to your particular purchase.

General

On January 6, 2020, Twisted announced that we would be closing our brick and mortar storefront and transitioning to online-only sales at the end of March 2020. Obviously, a lot has changed in the world since then. Due to the novel coronavirus pandemic, our physical store closed a bit earlier than planned on March 17, 2020.

Because Twisted is now an online-only business, we are fully operational, fulfilling your orders every day! We're grateful to have the capacity to continue operating during these wild times. There are many changes from the way we operated for 13 years as a brick and mortar LYS, though. We've done our best to outline these below.

Read more about this new chapter in the Twisted story!

We're very concerned for the health of our customers, staff, and community.

Per OSHA, CDC, and state and local guidelines, we are doing as much as possible to maximize physical distancing, staggered schedules, working from home, and hygiene. Staff and visitors (e.g. our mail carrier) must wear face masks on the premises.

Please read more HERE

Twisted is committed to providing an environment that is safe and positive for customers and staff. We welcome all races, religions, countries of origin, languages, sexual orientations, genders, bodies, ages, skill levels, and abilities.

Read our full inclusivity policy here.

You can view our full privacy policy here. Essentially, we take our responsibility to safeguard your information very seriously.

100% off your tip goes to team members.

Every two weeks we total the tips from that period, then split that amount among staff members (not the owner) on their paycheck based on how many hours each team member worked that pay period. So, team members who work more get a bigger share of the tips.

Sorry, we're not able to direct tips to a particular staff member.

Thank you for supporting our hard-working team!