Getting status on your order - do you ever check your email!

It bears repeating again. Last year we added a means to check and inquire about the status of an order. Simply go to "My Account" on our website (click the link in this blog) and view your recent orders. Click on the order you want help with.

From this page you can check on the status of an order or even cancel an order. Please use this to tell us anything regarding your order. This places the comment directly in front of our shipping department. If you leave a message with technical support or an email elsewhere our shipper will not see it and may miss any changes you wish to request on your order. (Note it does not help to add the same escalating comment every hour until we respond, we will get to it as soon as we can)

I have been asked "Do you ever check your email?". Well we do at technical support, however we don't handle customer order enquiries. Again, please use the link above and do not try emailing the store, they simply do not have additional staff to check for the odd customer email amongst the hundreds of spam messages received daily and we already have a better mechanism in place. If you feel really neglected try calling the store by telephone, otherwise using the "My Account" link our store staff will get back to you within a few days. Much as we would love to respond within hours, we simply do not have the staff levels required to do this. Remember more staff mean higher prices, if we have to pay someone just to answer emails we can't offer discount shipping and everyday low prices!

Updates to Accounts and Order History

We have made some big changes to the "My Account" Section of the Yarn and Fiber Company website which should improve your shopping experience.

Firstly we have added the ability to download PDF patterns for manufacturers that allow us to do so. You can buy the patterns as a PDF or paper copy, if you purchase as a PDF this is made available to you immediately after checkout, and can be retrieved at any time under your "My Account" page on the web site.

Secondly we have added a way to ask questions about your order status by viewing your order under "My Account" and selecting the appropriate option at the bottom of the order. This is available to you 24 hours a day and links your comment directly to your order (and the person processing it), avoiding possible confusion or delays that can occur with emails or phone calls.

February 27th Storm Power outage

Due to the storm that occurred Friday night much of Southern New Hampshire is without Power, including us. This means the main website, email and telephones are out of operation. The store is still open however. We will hopefully have full service restored in the next couple of days so please try back later.

Update - Power restored, normal service has resumed. We will however be down for about 20 minutes Sunday morning for server maintenance between 7:00 and 8:00 am EST.

Website Improvements - In response to customer requests

In the past we have has some confusion over our use of the term "back order". What we really mean by this is that the product being ordered is not in stock and we have to order it from our vendors. This is really a "special order" in almost all cases.

In order to avoid some confusion over special orders we have revamped the way special orders appear during the ordering process.

Firstly products that we cannot reasonably order in a fairly short time are no longer available for "special order" and are simply marked "out of stock" as is the case with most other vendors.

Products (other than yarn) are marked aas being available for "special order". Because yarn is often ordered in multiples we do not show this until you look at your shopping cart or go to check out. This will now be shown on the first (shipping) page of checkout as "special order" if we do not believe we have enough yarn in stock to fill an order.

Caveat - although a yarn may appear to be in stock in sufficient quantities we do not ship mixed dye lots. In this case you will be notified and the yarn will be special ordered.

We now will (in most cases unless specifically requested by the customer) cancel any and all special orders that we cannot or do not expect to fill within 6 weeks.