QUESTIONS AND ANSWERS



PRICE AND PAYMENT QUESTIONS

1. Am I shopping in US or Canadian funds?
2. How much is shipping?
3. Where can I see the current exchange rate?
4. How much duty will I have to pay?
5. What are Elann Loyalty Credits?
6. What are Elann Credit Vouchers?

PRODUCT QUESTIONS

1. Do you have a particular yarn, or will you be getting more of a particular yarn?
2. What happened to the free pattern?
3. How do I order the yarn on the "Sneak Peeks" page?
4. How do I ensure I get the dye lot I want?
5. Can you send me some samples?
6. When will you get more stock of the yarn I want?

ORDER QUESTIONS

1. Can I add to my order?
2. What is elann's Returns Policy?
3. What is the status of my order?
4. I had yarn in my cart, and then it disappeared - where did it go?
5. Do you have a store I can visit?
6. May I pick up my order at your warehouse?

ACCOUNT QUESTIONS

1. Can I change the email address associated with my account?
2. May I open a wholesale account?



PRICE AND PAYMENT QUESTIONS


1. Am I shopping in US or Canadian funds?

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 on this website, so that residents of Canada may pay in their own currency. At any time before proceeding to the Check-Out page, you may view the cost of your order in either US or Canadian funds by clicking either the USD or CAD currency option in the upper right corner of your screen. Prices will automatically reflect the correct currency for your account once you proceed to Check-Out.



2. How much is shipping?

You can find our shipping policies here.

If you prefer, you may also determine your shipping costs by logging in to your elann.com account, and placing the items you wish to purchase in your shopping cart. When you proceed to checkout, the cost of shipping will be displayed in the lower right corner above your order total.



3. Where can I see the current exchange rate?

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.



4. How much duty will I have to pay?

US orders with a value of less than $200 USD are shipped from Washington State, duty free.

US orders with a value of $200 USD or greater are shipped by Canada Post and must clear US Customs in Seattle, Washington, where duty may be assessed at the sole discretion of US Customs. We are sorry, but we are not able to provide estimates of duty charged. We strongly advise that our US and international customers speak to their local Customs office regarding import duties and regulations as import duties are affected by many factors, including, but not limited to, the country of origin and material.



5. What are Elann 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, you will be given the option of deducting it from your grand total, at the final checkout screen, after you have selected your shipping method. 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 can then be applied to the order which follows it.

Provided you always log in accessing the same customer file, our database will automatically keep track of your purchases. Be sure you always log in as a "Returning 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.



6. What are Elann Credit Vouchers?

Our $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 can be 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 log in accessing the same customer file, our database will automatically keep track of your credit vouchers. Be sure you always log in as a "Returning Customer," and that you use the same password each time you register. If you experience difficulties accessing your customer file, please don't create a new one; use "Password Help," or email us for assistance.



PRODUCT QUESTIONS


1. Do you have a particular yarn, or will you be getting more of a particular yarn?

The Elann website is set up to make searching for particular yarns and substitutions easy, using our Yarn Search Engine. It offers drop-down menus for searching for your specific criteria: company, gauge, fibre, and even color. If you can't find the yarn you're looking for through our search engine, we don't have it!

A list of yarns we've previously offered is displayed in our Yarn Archive. For those yarns where the possibility exists that we'll be able to re-stock, you'll see an envelope icon in front of the yarn name. Just click on the envelope, and you'll be notified if we bring in new stock.

If you're looking for a particular yarn, and you don't find it through our search engine, you may want to pay a visit to the Swap Center section of our Community where you can post a "Desperately Seeking" request to thousands of Elann customers who visit our site daily, and who just may have the yarn you're looking for.



2. What happened to the free pattern?

When elann.com has a particular yarn available, we often receive permission from the manufacturer to make a pattern for that yarn available to our customers free of charge. Once the yarn is sold out, the pattern is no longer available. If you have purchased the yarn for that featured pattern, please contact us and we will be happy to forward a copy to you. However, if you have not purchased the yarn, this would constitute copyright infringement and we will not be able to accommodate your request.



3. How do I order the yarn on the "Sneak Peeks" page?

The purpose of our Sneak Peeks feature is to notify our customers of yarns which will be available for sale in the next few days. These yarns will be posted for sale at 9 am Pacific Time on the day shown and an order may then be placed.



4. How do I ensure I get the dye lot I want?

At the elann.com website, each color of yarn is listed first with the color number, then the color name, and finally with the dye lot. When a color is listed more than once, you will notice that the dye lots are different. Although the color is the same, there might be a slight difference from one dye lot to another which may be visible in some lights. As long as you order enough of a single dye lot to complete your project, you will be fine.

If you are looking for a specific dye lot and you do not see it listed, then we no longer have that lot available for purchase. In this case, you might like to post in the "Desperately Seeking" section of our "Swap Center," which is part of the Elann Community Chat Center.



5. Can you send me some samples?

Because Elann specializes in discontinued yarns which sell quickly, we do not offer sample cards for all yarns we offer. We do, however, offer a newsletter by subscription which includes samples of 4 or 5 of the new incoming yarns each month.

Our Sample Skeins Subscription includes knittable samples of all new closeout and special purchase yarns for one full year - one sample skein for every Tuesday of every month - 52 sample skeins per year! Sample skeins are 10 yards each for the majority of yarns, 5 yards each for bulky yarns yielding 65 yards per 50g or less, and variable for rare precious yarns where the Elann price is greater than $10.00 USD per 50g.

Also available is our Sample Snips Subscription, which includes 2.5" sample snips of available colors. For Elann Collection yarns, you may also purchase Shade Cards. Your shade card purchase is guaranteed for one year – if this yarn is discontinued within one year of your purchase of its shade card, we will credit your website account for its purchase price. Please note, however, that all colors may not be in stock at all times, and that, because future stocking of any elann.com Collection yarn is dependent upon its popularity and continued sales volume, future re-stocks cannot be guaranteed.

Where we do not offer regular samples for a yarn, if you would like to see a maximum of 3 color snips, please send your yarn and color requests and a self-addressed stamped envelope to:

For US customers:
Elann USA
PO Box 1018
Point Roberts, WA 98281-1018
USA

For Canadian and International customers:
Elann Canada
#14-7355 72nd Street,
Delta, BC V4G 1L5
Canada

Please note, however, that all colors may not be in stock at all times, and we cannot guarantee that the yarn or color you'd like to see will be available for purchase.



6. When will you get more stock of the yarn I want?

When we receive a new shipment of yarn and it is available for purchase, it will be listed in the "What's New" feature of our website.

If you prefer, we can email you when new stock of this yarn is available. On each yarn page, below the featured pattern image, you'll see a link which says, "Email me if stock levels increase". When you click on this link, you'll be asked to log on at our website (if you haven't already done so), and you will have that item added to your "Product Notification List". To see which items you have requested notifications for, when you are logged in to your elann.com account, simply click on "Your Account" at the top right of the screen, and then scroll down to the bottom of the page. Although it's not possible to specify colors with this feature, you'll be alerted by email about any increases in our inventory, including both returns and new stock.



ORDER QUESTIONS



1. Can I add to my order?

Elann orders are processed in 12 hour batches at 12 noon and 12 midnight Pacific Time. At noon and at midnight each day, orders are closed for shipment, but until that time, you may add to your order to have everything shipped together to save on shipping costs. If you've just placed an order and need to add to it, and your order has not yet been designated "closed for shipment" in your order history, you will be able to place a second order, choosing the same shipping method as you chose for the first order, and you'll be automatically asked at the checkout if you want your second order merged with the first to save on shipping charges. Just be sure to choose the same shipping method for your second order as you chose for your first, so that both orders can be shipped as one.

Please note, however, that the maximum allowed weight of one package is 20 lbs. If adding to your order puts your package over this weight, you will not be offered the opportunity to merge your second order with your first. You will need to place multiple orders, with separate shipping fees, if you wish to order more than 20 lbs.



2. What is Your Returns Policy?

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 "Manage Your Account" on the "Customer Support" menu. When you log in, you'll be taken to the "My Profile" page, where you'll find your "Order History". Click on the order number of the order your return came from, and you'll be able to print off a copy of that order.

  • Canadian and overseas returns should be addressed to: elann.com inc. #14-7355 72nd Street, Delta, BC, V4G 1L5 Canada.

  • US returns via US Mail should be addressed to: elann.com inc. PO Box 1018, Point Roberts, WA 98281-1018 USA.

  • 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.
Please be sure that correct shipping information is on file in your customer account. If your order is returned to us because it is deemed undeliverable, we cannot re-ship it at our expense. In this event, we will contact you, and give you the option of either having the order re-shipped at your expense, or cancelled. If you opt to cancel the order, then the value of the goods, exclusive shipping and handling charges, will be credited to your elann customer account as store credit.


3. What is the status of my order?

Anytime you need to check the shipping status of an order, click "Manage Your Account" on the "Customer Support" menu, log on, and you'll be taken to the "My Profile" page. Here you'll find your "Order History", which lists all your orders, their contents, and their shipping status.



4. I had yarn in my cart, and then it disappeared - where did it go?

Items in your shopping cart are not yours until you go through checkout and complete the order with your payment. If we were to program the shopping cart to hold items, unscrupulous shoppers and mischief makers could potentially tie up huge quantities of inventory and, in extreme cases, there could be virtually no stock of a particular yarn at one moment, and then full stock the next. We believe that this potential bouncing up and down of inventory would ultimately be more confusing and frustrating to our customers than the prevailing system.

If you've encountered one of the rare instances where you and another customer had the same inventory in your carts at the same time, and you did not get the bargain you had hoped for, we do apologize and hope that you'll understand that the inconvenience was the lesser of two evils.



5. Do you have a store I can visit?

We don't have a retail outlet, but the elann.com warehouse is open to the public from 1 pm to 3 pm daily, except these holidays. Come visit us at:

#14-7355 72nd Street
Delta, BC, V4G 1L5


Warehouse Map


6. May I pick up my order at your warehouse?

Yes! We now have a new option at our website checkout. If you live near the elann.com warehouse, you'll automatically be offered the option of picking your order up at our warehouse, within 48 hours of placing your order online, free of shipping and handling charges. Our pick up hours are 1pm to 3pm Pacific Time, daily, except these holidays.

If you aren't offered the pickup option at the checkout, it's because you're outside our programmed pick up range. We'd still love to see you, however. Visit us between the hours of 1pm to 3pm Pacific Time, daily, and we'll place your order with you at the warehouse, and pack it up for you on the spot! We're located at:

#14-7355 72nd Street
Delta, BC, V4G 1L5

Warehouse Map


ACCOUNT QUESTIONS



1. Can I change the email address associated with my customer file?

Yes, you can change the email address associated with your customer file as follows:
  • Log on with your old email address and password
  • On the My Profile page, click "Change Main Email Address"
  • Change your email address and save
  • Log off
  • Log on anew with your new email address, and you should find all in order.


2. May I open a wholesale account?

I'm sorry but Elann is a retail only company and does not sell wholesale. All our products are displayed and sold through our website and all our yarns are offered at 20-80% off the regular retail price. You are certainly welcome to purchase any quantity you may wish at our already substantially discounted price.