FAQ

Orders

What forms of payment are accepted?

We accept all major credit cards, as well as PayPal.

Is my credit card information secure?

Yes! Our payment system is secure and all personal information is encrypted.

Can I order by phone?

We are not accepting phone orders at this time. Please contact us for assistance with online ordering: customercare@knomad.com.

Can I change my order?

Once your order is placed, we immediately begin packing and shipping your order. This makes it difficult to change an order already in progress, so please place your order carefully. You do have the option to return any unneeded items for a refund.

Do you have a catalog?

We focus on being kind to the environment in every area possible. In alignment with this tenet, we show all our offerings online and do not offer a printed catalog.

Can I download my order invoice?

Yes! Your invoice is available in your order confirmation email, as well as online in your account. You must be logged in to view your invoice.

What if my order arrives incorrect?

We can help! Please contact us immediately at customerservice@knomad.com if your order is not correct.

Do I have the option to order with a gift receipt?

We do not offer gift receipts at this time.

Can I order samples?

Our sample packages deliver a great sampling of our yarns. You can find our sample packs on Our Yarns page.

www.knomad.com/our-yarns/?swoof=1&pa_fibre=sample-pack

Shipping & Returns

How soon will my order be shipped?

All orders placed by 2 pm EDT are shipped the same business day. Orders placed after 2 pm EDT, or on a non-business day are shipped the next business day. For same day shipping, please make sure to place your order before 2 pm EDT.

How soon will I get my order? What are the shipping rates?

Shipping rates and transit times depend on the shipping method you select at check out. The rate is calculated automatically at check out. For same day dispatch, please make sure to place your order before 2 pm EDT. We currently offer the following shipping methods:

Overnight: Arrives the next day (provided you order before 2pm EDT on a business day)

2-Day Shipping: 2 days transit time

3-Day Shipping: 3 days transit time

Ground (free shipping for orders over $100): 4-7 business days transit time

Do you ship internationally?

We currently ship to the US and Canada.

Do you have overnight shipping?

Yes, for overnight shipping we offer three different options:

Overnight: Arrives the next day (provided you order before 2pm EDT on a business day).

You can select one of this option when you check out, in the Shipping section. Please note, orders placed after 2 pm EDT ship the following business day. For same day dispatch, please make sure to order before 2 pm EDT.

Can I track my order?

Yes. Once your order ships, you will receive the tracking number for your order via email. You can copy and paste the number into a search engine to track it, or simply click on the number in your email. You can also access the tracking number on our site by logging into your account.

How will I be notified about the status of my order?

You will be notified by email shortly after placing your order, as well as when your order ships.

Do you offer free shipping for orders over a certain amount of money?

Orders of $100 or more ship free via FedEx ground.

What is your return policy?

We do accept returns! Please make sure to ship back your yarn within 30 days of receipt, in the same condition it was received.

To begin your return process, click here.

Follow the instructions on the screen to generate a prepaid postage label, you may print out and attach to your return packaging. You can schedule a Fed-Ex pick up when you create your return label, or bring the package to a Fed-Ex drop box or a brick and mortar location. Returning from Canada? Please contact us directly at customercare@knomad.com to complete your return.

Where should I ship my return?

Our online return process securely generates a return shipping label that is prepaid and readdressed. All you will need to do is schedule a pick up with FedEx, or bring the return to a FedEx location.

Will my return shipping be refunded?

Using our hassle-free return process, the return shipping is on us! All you need to do is click here to start the process and download your prepaid return label.

How will I be refunded?

A refund will be issued about 10 days after we receive your returned items, to the credit card, debit card, or PayPal account originally used to place the order.

Will I recieve a full refund (what if the price has changed)?

You will receive a full refund (excluding any shipping fees you may have paid) as long as you ship your returns back to us within 30 days of receipt.

Fibres

What special prep is needed before dyeing your yarns?

There are a huge variety of dyeing techniques, each with its own unique look, so we invite you to experiment and get creative! But here are some basic tips to get you started on your color journey. The majority of our yarns are made from protein fibre. Protein fibres include wool, alpaca, silk, cashmere, and mohair. Protein fibers must be treated with acid and heat to ensure the dye adheres. This can be done by presoaking the yarn in a solution of water and white vinegar or citric acid. Typically just a splash of white vinegar or a couple tablespoons per pound of fibre of citric acid is needed. You can also add white vinegar or citric acid to your yarn along with your dye. You can usually find more information on specific quantities of white vinegar or citric acid needed as well as information on dye techniques from your dye source. Heat can be applied in many different ways, but we recommend agitating the yarn as little as possible to maintain the beautiful structure of the yarn as well as preventing tangling.

Where are your fibres sourced?

Our fibres are sourced from our trusted fibre partners around the world. For more information, please contact us at customerservice@knomad.com.

Are your yarns in any retail stores?

We currently offer our yarns online and at select live events. Please see @knomad_yarn on Instagram for more info on upcoming live events.

How will I know about new products?

Sign up for our newsletter located in our footer and we’ll keep you up to date on all the exciting new products we have in stock!

Do you have any special deals or bulk discounts (other than wholesale)?

Please contact us at sales@knomad.com for bulk pricing.

Do you have any US products?

We are not currently offering any US made products. Do you have an idea for a new Knomad product? We are always open to ideas! Get in touch at customercare@knomad.com.

Do you have any dyed yarns?

We do not offer any dyed yarns, but the world of hand dyed yarns you can find online and in your local yarn store provides endless options!

Account

What to do if I forgot my account information?

Enter your email address into the login field on the site and click “forgot your password?” This will generate an automatic email you should receive in your inbox within minutes. You can click on the link in the email to reset your password.

Can I see past orders?

You can view your past orders in your account. You must be logged in to view your past orders.

Wholesale

What are the requirements to qualify for wholesale discounts?

Please contact us at sales@knomad.com to inquire about our wholesale program.

Do you work with Co-ops?

We do not work with buying co-ops at this time.

As a small dyer, can I share my discount with a local yarn shop?

No. Each company or individual wishing to purchase yarn at wholesale prices must have their own wholesale account, it cannot be shared.

Other

Do you have an email subscription?

Yes! Sign up for our email newsletter and you’ll always be the first to know about new products and promotions. You can locate our newsletter signup in our footer, and you can unsubscribe at any time.

What is your environmental policy?

At Knomad, we do all we can to minimally impact the environment. Our fibre processing facilities run in part on solar electricity and waste water is conserved for reuse. We offer organic options in order to support organic textile manufacturing. We are always looking for ways to take care of our environment and we welcome any suggestions you might have!

How do I submit photos to be showcased?

Share your photos using the hashtag #knomadyarns. You can also submit your photos directly through our website in the “Share Your Story” section on the homepage.

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