FAQs

General Questions

Where are you located?

I currently dye out of my home studio located in Santa Fe, NM.

Do you have a brick and mortar store?

No. Currently, Long Dog Yarn is run from a private, home studio. Yarn can be purchased directly from the online shop, and through local yarn shops who may host trunk shows and/or carry my yarns as a stockists. A list of my current stockists can be found here. 

When are shop updates?

Shop updates are generally announced first on Instagram. You can follow me on Instagram @longdogyarn. You can also find shop update announcements in the top announcement bar on the homepage of longdogyarn.com. To receive a full breakdown of the colorways and yarn bases included in a shop update, along with any other exciting shop news, I recommend signing up for my newsletter. You can find the newsletter signup form on the homepage

Who makes your items?

All yarn is hand-dyed, skeined, labelled, and packaged by me and my husband Andy in our home studio. Occasionally, I collaborate with other makers within the fiber community to produce special items, such as project bags or progress keepers, for limited edition sets.

Where do you source your yarn?

I source yarn from several different wholesalers. My merino wool is from South America and comes from mulesing-free farms. 

 

 

Yarn Care

Do I need to wind/cake my yarn before using it?

Yes. My yarns are shipped as a twisted skein and must be wound into a ball or cake before you begin using it to avoid tangles and lots of frustration. I recommend keeping the yarn in the skein until you are ready to begin your project as it allows the fibers to remain in a relaxed state. 

Caking service is available upon request. A small fee for caking may be applied to your order for requests of 3 or more skeins.

Does your yarn bleed when washed?

All efforts are taken to set dyes during the dyeing process and yarns are rinsed in a scentless, light detergent to remove excess dye particles following the dyeing process. However, bleeding may still occur due to differences in water chemistry between my studio and your home. Bleeding is more likely to occur with dark colors, deep reds, bright pinks, and bright blues. I recommend washing/blocking projects in cold water to keep bleeding at a minimum.

How do I care for projects that use your yarn?

To preserve the longevity of wear and color, I highly recommend hand washing all items utilizing hand dyed yarns with a light detergent or wool wash. Superwash wools may be machine washed on the delicate cycle with cold water. Hand knits should be laid flat to dry. 

 

Shipping

When will my order ship?

In stock, ready to ship items will ship within 3 business days of your order. Preordered items will ship within the specified turnaround time that is provided in each item's listing. You will receive a shipping notification email when your order is ready to ship. Please allow 2-3 days for items to be dropped off at the post office and for the tracking numbers to be scanned.

Do you ship to...?

Probably! Long Dog Yarn ships worldwide, except to Germany and the UK.

How much does shipping cost?

Shipping fees are based on package weight and shape. Domestic orders less than 16oz ship USPS First Class. Domestic orders over 16oz ship via USPS Priority Mail. International packages ship via USPS International First Class.
 
The most accurate way to determine what your shipping costs will be is to go through the checkout process to see the shipping options. 

Can you combine my orders?

Sure thing! If you have already placed multiple orders, please send me a note at longdogyarn@gmail.com noting your order numbers and I will be sure to combine them when they are ready to ship. If you currently have an outstanding order and are looking to place another, please leave me a note when you checkout that you would like to combine your order with a previous one. 
 
For combined orders, any excess shipping fees will be refunded at the time of shipping.

My tracking says my order was delivered but I haven't received it. What do I do now?

My first recommendation is to look around your property and with neighbors in case the package was left in an unusual place. In some cases, packages are marked as delivered, but don't actually show up for up to 24 hours. If after 24 hours, you still cannot locate your package, please contact your local post office regarding the missing mail. You can learn more about the action to take for a missing package marked as delivered by visiting the USPS FAQ page.

All domestic packages are sent with tracking and delivery confirmation to give you the most up to date information and confidence that your package will arrive at its destination. For this reason, Long Dog Yarn is not responsible for loss or damage of items due to improper handling during the shipping process. 

I'm an international customer. Will I be charged taxes and/or duties?

I am located in the United States. International customers are responsible for any taxes and/or duties that may be assessed by their country to import my items. Taxes and/or duties are not included in the order total at the time of purchase. 
 
If you refuse to pay the taxes/duties on your package and it is returned to me, you will be issued a refund minus shipping fees once I have received the returned items. 

 

 Returns & Refunds

What is your return policy?

If you are not completely happy with your order, you may return it for a refund or exchange within 14 days of receiving your items. If you would like to make a return or exchange, please contact me at longdogyarn@gmail.com. 

Refunds will only be issued for items returned in their original state (e.g. yarn cannot be wound/caked or knit with). Items must be shipped within 21 days of their receipt to qualify for a refund.  Refunds will be issued once the item has been received by me. Refunds will not include shipping fees. 

Digital items, such as patterns, are not eligible for refunds.

I received the wrong item or something was missing from my order. What do I do?

I apologize for any mistake made in packaging orders. If you received the wrong item or something was missing from your order, please contact me at longdogyarn@gmail.com. I will work to rectify your order as soon as possible.