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Navigating and Shopping Help
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Privacy Policy |
| To enhance your online experience and to improve the quality of our services, Elann uses cookies to store user preferences and to collect anonymous traffic data. Your browser can be set to refuse all cookies or to indicate when a cookie is being sent. However, some website features or services may not function properly without cookies.
When you place an Elann order, you will need to fill out and submit an online registration form. Be assured that when you submit personal information to Elann, this information will be kept in strict confidence, and will not be shared with any other company or organization.
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Returns Policy |
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Most important to us, is that you be pleased with your Elann order. We guarantee our products
to be of first quality and free of manufacturing defects. If you are not completely satisfied with any
purchase we want to know about it.
Our Returns Guidelines are as follows:
- Yarns, needles, and tools in original (saleable) condition may be returned for a store credit, exclusive of all shipping charges, within 30 days of purchase.
- We're sorry, but due to copyright laws, we do not accept book, software, and pattern returns.
- We do not make "exchanges". Returns and new purchases are treated as two separate transactions.
When we receive your return, we will post a credit to your website customer account for the value of your returned goods, and then notify you via email as soon as the credit has been posted,
so that you can apply it to a future order. Credit cannot be applied retroactively to an order already in progress.
- Please include a copy of your receipt with your return. If you
haven't kept a copy of your receipt, please print one off from our
website by logging on with your email address and password, and then
clicking "Your Account" on the black menu bar. At the
top right on the account page, there's a "View Your Shopping History"
button that takes you to a printable page of all your orders.
- Canadian and overseas returns should be addressed to our Canadian PO Box address (see "Contacting Us" below),
and US returns via US Mail should be addressed to our Washington PO Box address (see "Contacting Us" below).
For US returns via UPS, please ship to elann.com inc. c/o TSB Shipping Plus, LLC, 1574 Gulf Road - #1543, Point Roberts, WA 98281.
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Contacting Us
elann.com inc.
PO Box 18125, 1215C-56th Street, Delta, BC V4L 2M4 Canada
and
elann.com inc.
PO Box 1018, Point Roberts, WA 98281-1018 USA
Phone: 604-952-4096 (7:30am-3:30pm PST, Sunday thru Friday)
Fax: 604-952-4097
Email: info@elann.com
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Our Nationality |
| Elann is a Canadian-owned retail company with Canadian, American, and overseas
customers. You'll notice that this has necessitated making some choices
between British and American English spellings, and that
what we decided upon was a compromise -- you'll see that we opted
for fibre with the "re" instead of the "er,"
and color with the "or" instead of the "our."
For check, we also opted for the "ck" over
the "que", and finally, for catalogue, the "gue"
instead of the "g". What could be more fair?!! |
Available Payment Methods |
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We accept the following forms of payment
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Mail Orders
Customers who do not use credit cards may wish to consider a traditional mail order. If you add items to your cart at
the website, and then click "Your Cart" to go to the checkout, your total,
including shipping and handling charges, will be shown to you. You can print this off, as a traditional mail order, and send it to us with
a money order. Our mailing addresses for Canada (for Canadian customers) and the US (for US customers) are shown when you click Contacting Us.
For items like patterns and needles, which we stock on a continual basis, this is a good option. For limited stock items, like discontinued
yarns, however, most customers who do not use credit cards opt for our PayPal or pre-paid account (see below) options, as only they
ensure you'll be able to get limited quantity items when they're available -- items are not yours until they are paid for, and the
traditional mail order may lead to the disappointment of the items you want not being available by the time your mail order and money order arrive
by mail.
Pre-Paid Account
For customers who do not use credit cards or PayPal, and want to ensure they'll get our limited quantity items when they're available,
we offer a pre-paid account system. Just send us a money order in the amount of the balance you'd like to add to your pre-paid account,
and the funds will be made available to you for future purchases at the website checkout. Our mailing addresses for Canada (for Canadian customers)
and the US (for US customers) are shown when you click Contacting Us. As soon as we
receive your money order, we will add it to your pre-paid account, and notify you by email that your account has been updated, and the funds
are available to you for an online order.
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Currency |
| To best meet the demands of international transactions, prices shown at this website are based on US dollars, and all US and international customers will be charged in US dollars. As we are
a distinctly Canadian company, however, we also display Canadian currency conversions for all items shown in this catalogue, so that residents of Canada may pay in their own currency. The Canadian/US exchange rate for the site
is updated daily, based on exchange rates reported by The Universal Currency Converter™.
We encourage international customers to follow our link to this world class site to best see how the US dollars charged by Elann convert to their own currencies.
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Taxes |
| US and international orders are not subject to taxes. For Canadians, total purchases plus S&H are subject to 5% GST (13% on all but books for residents of NF, NB, and NS).
Residents of British Columbia pay 7% PST only on items that are not yarn, patterns, or books.
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Shipping and Handling - Canadian Orders |
| Canadian shipping and handling rates below are displayed in US dollars.
At the time of checkout, these rates will be converted to and display Canadian dollars, so that Canadians may pay in their own currency.
For Orders Totalling:
US$ 00.01 to US$ 10.00: US$ 3.50
US$ 10.01 to US$ 20.00: US$ 5.00
US$ 20.01 to US$ 40.00: US$ 7.25
US$ 40.01 to US$ 60.00: US$ 8.75
US$ 60.01 to US$ 80.00: US$ 10.00
US$ 80.01 to US$100.00: US$ 11.75
US$100.01 to US$150.00: US$13.25
US$150.01 to US$200.00: US$15.50
US$200.01 and over: 7% of total purchases
Shipping and handling for North American orders of gift certificates and subscriptions is free.
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Shipping and Handling - US Orders |
| US orders up to $200.00 are shipped from Point Roberts, WA, and shipping and handling
charges are based on order weight. Our checkout forms are designed to automatically calculate the
weight of your order, and then display air or surface shipping and handling rates to your zip code via USPS or UPS,
according to your preference. Our minimum shipping and handling charge for non-gift certificate and subscription
orders is $3.00 USD, regardless of weight. Shipping and handling for North American orders of gift certificates and subscriptions is free.
In compliance with US Customs regulations, US orders over $200.00 are shipped from Canada via Canada
Post, in order that they may clear US Customs in Seattle, WA (allow approximately 2 weeks).
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Shipping and Handling - International Orders |
| International orders will be shipped via Canada Post, and shipping and handling
charges will be based on order weight. Our checkout forms are designed to automatically calculate the
weight of your order, and then display air or surface shipping and handling rates to your country, with or without insurance, according to
your preference. Allow approximately 2 weeks for air shipping and approximately 6 weeks for surface shipping.
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Elann Account Help
Elann Customer Loyalty Credits |
| Each time your purchases total
$500.00 USD, you'll automatically receive a $50.00 USD credit to your Elann customer account. Once you have an Elann Dollar credit on file, the next time you place an order, it will be deducted from your grand total, at the final checkout
screen, after you have selected your shipping and payment methods. Please note that this credit cannot be earned and used within the same order. It is earned when the order which trips the $500 USD clock is completed, and is then applied to the order which follows it.
$2.50 USD credit vouchers are earned when
you purchase books or subscriptions. They are designed to refund you $2.50 USD off every $25.00 USD
of yarn purchased, and they will be automatically applied to your yarn purchases at the checkout the next time you order (i.e. the order which follows the order that puts the vouchers on file).
Provided you always register accessing the same customer file, our database will automatically
keep track of your purchases and credit vouchers. Be sure you always register as an "Already
Registered" customer, and that you use the same password each time you register. Unless your
purchases are accumulated under one record, you will not be maximizing your potential discount.
If you experience difficulties accessing your customer file, please don't create a new one;
use "Password Help," or email us for assistance.
If you need to change the email address associated with your customer file,
Click Here for instructions.
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Changing Your Email Address |
| To maximize the Elann discount you
receive for accumulated purchases, be sure that all your purchases are accumlated in the same
account each time you shop the Elann site. Since our log on is by email address, and since you
may need to change your email address from time to time, you will want to keep the email address
associated with your customer file current. You may change the email address associated with
your customer file as follows:
-Log on with your old email address and password
-Click "Your Account" on the first menu bar
-Click the "Change Email Address" button on the account menu bar
-Change your email address and save
-Log off
-Log on anew with your new email address, and you should find all in order.
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Subscribing or Unsubscribing to the Elann Email Newsletter |
| Elann offers an email
newsletter announcing new products, which is mailed to subscribers once every 4 weeks.
When you register as an Elann customer, you will be given the option of subscribing to this
newsletter. Once you are a registered customer, you may unsubscribe or re-subscribe at any time
as follows:
-Log on
-Click the "Your Account" button on the first menu bar
-Click the "Change Email Address" button on the account menu bar
-Check or un-check the subscription box as desired.
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Changing Your Password |
| You may change the password
associated with your customer file as follows:
-Log on
-Click "Your Account" on the first menu bar
-Click the "Change Password" button on the account menu bar
-Change your password and save
-Log off
-Log on anew with your new password, and you should find all in order.
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Changing Your Billing and/or Shipping Address |
| You may change the address(es)
associated with your customer file as follows:
-Log on
-Click "Your Account" on the first menu bar
-Click the "Change Billing Address" and/or "Change Shipping Address" button(s) on the account menu bar
-Change your address(es) as necessary and save.
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Navigating and Shopping Help
Adding Items to Your Cart |
| To add items to your shopping cart, type the number you desire in the quantity window displayed
on the product page, and then click the "Add" button. To proceed to the checkout with the items you wish to purchase,
click "Your Cart" on the upper left menu.
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Updating Quantites in your Cart |
| To change the quantity of units you have in your shopping cart,
click "Your Cart" toward the bottom of the left frame menu. You'll be given a list of the items
you have put in your cart, and at the end of each line, you'll see an "Update" button.
If you need to change a quantity, type the quantity you desire in the quantity window,
and then click the "Update" button. Once the "Update" button has been clicked, the screen will
refresh with a corrected listing and revised subtotals and totals for your order.
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Removing Items From your Cart |
| To delete items from your cart, click "Your Cart" toward the bottom of the left frame menu.
You'll be given a list of the items you have put in your cart, and at the end of each line,
you'll see an "Update" button. If you need to delete an item, type "0" in the quantity window,
and then click the "Update" button. Once the "Update" button has been clicked, the screen will
refresh with a corrected listing and revised subtotals and totals for your order.
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Troubleshooting Help
Problems with Pop-Up Windows |
| Sometimes pop-up windows can take a little time
to load, particularly if your connection is a dial-up. Try giving your first click a little
time before trying to open a second window. Having more than one or two windows open at a
time can also sometimes be the cause of problems for subsequent openings.
Our pop-up windows open on a Java Script command. Check the settings for your browser to be
sure it is Java-script enabled.
Shade card window problems may also be caused by an error occurring in your browser. Try
shutting down your browser, re-opening it, and then opening just one pop-up window at a time (i.e. be sure to give the first window time to
open, and then close it after moving onto another pop-up window selection).
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Registration Problems |
| If you've tried to register, but each time you click "Your Cart", you are asked
to register anew, your information has not been registered with us successfully. In order to
register successfully, your browser must be set to accept cookies. This site uses temporary
cookies to remember what products you have in your shopping cart. Rest assured that we do not
store any other information but the contents of your cart on these temporary cookies.
If you've recently downloaded a new browser version, it may not yet be set to
accept cookies, and it may just need to be set to accept cookies to allow
you to go to the checkout.
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"Add" Button Does Not Display |
| Sometimes, when yarn color names and numbers are especially long,
you may find that the "Add" to cart button on the right hand side of the product information
page disappears off to the right, and you cannot scroll right to get to it. One of two settings
changes will usually correct this problem. First and easiest, try decreasing the font size in
your browser settings. If this does not resolve the problem, check to be sure that the display settings
of your monitor are set to 600 x 800 pixels.
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Difficulty in Printing Free Patterns |
| If you are finding that part of the pattern instructions are cut off on the right hand side when you print our free patterns, do not print by clicking the printer icon
at the top of your browser. Instead, call up the print command by choosing "File" and then "Print" from your browser menu. This way, you'll have the option of choosing to print the patterns
in "Landscape" orientation (11" x 8 1/2").
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