SHIPPING
We are a Canada-based mobile and online store. All products ship from our base location in Woodstock, Ontario via Canada Post. We ship within 3 business days of receiving your order. If an item is out of stock or there is a question about your order, we will contact you by email or telephone. Effective April 12, 2022 a flat rate shipping fee of $20.00 is applied to all orders being mailed within Canada. US customers, please reach out for a custom quote.
Local pickup is available free of charge. This option is available at check out with a valid postal code. If you are coming from out of area, please contact us via email for a checkout code that will override the default address settings. Local pick up arrangements require 24 hours notice to ensure your order is ready when you arrive.
RETURNS
Returns are accepted provided they are eligible for return* (see below). Returns and/or exchanges cannot be processed after 14 days from the date of purchase.
*To be eligible for a return, your item must be unused, unwound (yarn), and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- Items purchased on sale and/or clearance
- All needles/hooks with the exception of defective items applicable to warranty replacement
- Magazines and Books
- Gift cards
- Downloadable patterns
- Custom orders (and associated deposits)
- Shipping costs
To complete your return, we require a receipt or proof of purchase.
REFUNDS
Once your return is received and inspected, we will notify you (in person or via email) that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Third party policy changes impose limits to the amount eligible for refund when your purchase has been made using a credit card. Effective June 6, 2023, processing fees (via Square) will not be returned to sellers when a full or partial refund is issued to customers. As a result, our policy will align with this evolving cost on the same date, recognizing that The Thoughtful Artisan does not recoup these costs. Effective June 6, 2023, all eligible refunds (for credit card purchases made via Square) will be subject to a deduction of processing fees in the amount of 3.5% of your total purchase.
EXCHANGES
We only replace items if they are defective or damaged. Please let us know if there is a problem with your purchase within 7 days of receipt. If you need to exchange it for the same item, send us an email at [email protected] Please note that, due to the one-of-a-kind nature of many of our products, a direct exchange may not be possible. If this situation arises, rest assured that we will work with you to find a satisfactory resolution.
RETURN PROCESS
If you need to return any item(s), please contact us to acquire the mailing address.
NOTE: The buyer is responsible for all shipping costs associated with returning any item(s). Shipping costs are non-refundable.
Please be sure to use appropriate packaging for the item(s) you are returning, as we cannot be held responsible for any item(s) damaged during shipping due to insufficient/inadequate packaging.
If you are shipping any item(s) over $75, we strongly advise using a trackable shipping service and purchasing shipping insurance for the value of contents. We cannot guarantee that we will receive your returned item, and cannot be held responsible for packages not received.