Shop Policies

SHIPPING & RETURNS POLICY

We want shopping with Riverside Yarns, whether in-store or online, to feel clear, fair, and friendly. If you ever have questions or something doesn’t feel quite right, please reach out. We’re always happy to help.

All prices and refunds are in Canadian dollars (CAD)

 

Shipping

Where We Ship
We currently ship within Canada. Shipping policies may evolve as we grow, and any updates will be shared here.

Shipping Rates & Free Shipping

  • Flat-rate shipping: $15CAD per order.
  • Free shipping on orders of $200CAD or more (calculated on regular-priced items only; discounted items, gift cards, and items purchased with discount codes do not count).
  • Orders are shipped via Canada Post or Purolator, depending on destination and service availability.

Processing Time

  • Orders are typically packed and shipped within 2 - 4 business days.
  • Shipping timelines are calculated from the day your parcel is handed to the carrier, not the order date.
  • Once shipped, you’ll receive a confirmation email with tracking information when available.

Please note that while we do our best to get your order to you quickly, carrier delays, weather, or service disruptions (including strikes) are out of our hands. We also cannot take responsibility for packages lost or damaged in transit.

Local Pickup
Local pickup is available. You’ll be notified by email when your order is ready. Please wait for confirmation before coming to the shop.

 

Returns & Exchanges

General Guidelines

  • Returned items must be unused, unwound, and in original packaging, in the same condition as when purchased.
  • A receipt or proof of purchase is required.
  • We reserve the right to refuse returns that do not meet these conditions.

In-Store Purchases

  • Eligible items may be returned or exchanged within 60 days of purchase.

Online Purchases

  • Eligible items must be shipped for return within 7 days of receiving your order.
  • Return shipping is the responsibility of the customer. We recommend using a tracked shipping method, as customers are responsible for items until they are received by us. We cannot be responsible for items lost or damaged during transit.
  • Approved returns will be refunded to the original payment method.
  • Original shipping costs are non-refundable.

Online Orders Picked Up In-Store

  • Customers may return or exchange items in-store within 30 days of pickup. Shipping back to us is not required.
  • Refunds will be issued to the original payment method, provided items are in perfect condition.

 

Final Sale Items

Almost everything except yarn is final sale. Items must be in perfect, sellable condition to be eligible for return.

Final sale items include:

  • Swifts and yarn winders (we have one of each in-store for you to try before buying!)
  • Needles and crochet hooks, including kits
  • Notions and tools
  • Project bags and cases
  • Patterns, books, and magazines
  • Gift cards
  • Clearance or discounted items
  • Special orders

If a final sale item is defective, please contact us as soon as possible, and we’ll do our best to help.

 

Defective or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

  • Contact us promptly with your order details.
  • If the issue is confirmed, we will arrange for replacement, repair, or return shipping at no cost to you.

Items damaged through misuse, normal wear and tear, or use outside manufacturer recommendations are not considered defective. Damage or loss during shipment with the carrier is the customer’s responsibility; you’ll need to contact the carrier directly in these cases.

 

ChiaoGoo Product Warranty

We’re proud to carry ChiaoGoo needles and accessories, which include a limited warranty through our supplier, Estelle.

Riverside Yarns is only able to assist with warranty claims for ChiaoGoo products purchased directly from our shop. If your needles or accessories were purchased from another authorized retailer, you will need to contact the store where they were originally purchased for warranty support.

What’s Covered

Manufacturing defects in materials or workmanship on ChiaoGoo products purchased from an authorized retailer (Riverside Yarns). If your item has a covered defect, we’ll help submit the proper paperwork to Estelle, who will coordinate with ChiaoGoo to process replacements.

What’s Not Covered

  • Normal wear and tear from regular use
  • Damage from accidents, misuse, or abuse
  • Items not purchased at Riverside Yarns
  • Some components (such as kinked cables), which are specifically excluded from coverage

If you believe your ChiaoGoo product purchased from Riverside Yarns has a manufacturing defect, please bring it to us along with your purchase details. Proof of purchase is required so we can submit the warranty claim on your behalf.

For full details on ChiaoGoo’s warranty, you can review the official manufacturer’s page here: 🔗 ChiaoGoo Product Warranty – chiaogoo.com/product-warranty

 

 

Colours, Dye Lots & Product Information

We do our best to accurately represent yarn colours and product details. However:

  • Colours may vary due to differences in screens and monitors.
  • Yarn is dyed in lots, and variations can occur between dye lots.

We encourage purchasing enough yarn for your project at one time and reaching out with any questions before ordering.

 

Special Orders

We’re happy to help with special orders whenever possible. Because many yarn suppliers have specific ordering requirements, please note:

  • Special orders are only available for brands we currently carry and suppliers we already work with.

  • Many suppliers require minimum purchase quantities (often a full bag or pack of skeins, typically 5–10). Customers are generally required to purchase the supplier’s minimum.

  • Full payment is required before the order is placed, and special orders are final sale (not eligible for return or exchange).

  • Special orders are typically placed with our next scheduled supplier order. If an item needs to be ordered separately or rushed, additional shipping charges may apply.

  • Delivery timelines vary by supplier and may take several weeks.

  • Dye lots can vary, so exact matches cannot be guaranteed.

Planning your project: We recommend purchasing all the yarn needed for your project at the same time, as dye lots and colour availability can change and we cannot guarantee additional skeins will be available to reorder later.

We’ll always communicate clearly if a special order isn’t possible.

 

Policy Updates

Riverside Yarns reserves the right to update or modify these policies at any time. Changes will be posted on this page.

If you have questions about shipping, returns, or anything else, please don’t hesitate to get in touch, we’re always glad to help.