Policies
Studio
Our studio is currently located on the traditional territory of the Anishinaabeg people, which include the Odawa, Ojibwe, and Pottawatomi Nations collectively known as the Three Fires Confederacy. This land is apart of Treaty 16, the Lake Simcoe Purchase (1815) between the Crown and certain Anishinaabe peoples.
Our studio is closed for in store shopping at this time due to unforeseen circumstances. We hope to be able to welcome you back into studio soon!
Shipping
All orders ship within 1-3 business days unless otherwise specified.
We ship all orders via Canada Post or UPS with tracking and insurance.
If your tracking says that your package has been delivered but you can’t find it please check around your property or building for another place they may have placed it. It also likely that it was mis-scanned or scanned early at another location and it may be delivered the next day. If your package does not show up after 24 hours send us an email and we will start the claim process. Refunds can not be processed until 30 days past the intended delivery date.
US Duties Policy
Once your address has been added to your cart at checkout, the duties will be automatically calculated for your order and shown as a line item. Packages will be shipped as DDP (Deliver Duty Paid). You should not receive any additional duties upon delivery. Any orders that are returned to us will only be refunded the cost of the items in the package, shipping and duties will not be refunded as they will have already been remitted to the US Government or Canada Post. If the items are damaged in any way the package will not be refunded.
Returns and Exchanges Policy
We currently do not accept returns or exchanges on products.
If you notice that you did not receive the correct items in your order please send us an email at fullmoonfibres@gmail.com and we will send you your correct items. This must be done within 10 days of receiving your order.
If you think that your yarn is flawed or damaged, please send us a photo of the unused, intact skein of yarn within 10 days of receiving your order and we will either ship you a replacement (if that yarn is still in stock) or you will receive a refund on the cost of the yarn (shipping not included). Refunds and replacements are determined on a case-by-case basis. We cannot replace yarn that has become tangled during the winding process, please ensure that you are taking your time to carefully wind your yarn. We highly recommend that you use a skein umbrella that clamps onto the table in order to wind your skein into a ball.
Photo Clarity
For each update, we will include new photos of every available colour way in order to provide reference for how the yarns will appear in person. However, please note there is still a possibility that your yarn will not look 100% like the photo (due to different monitor screens). We promise to try our best to accurately portray each colour way in our photos.
Due to the settings on different monitors the colour may not be exactly as shown online, we do our best to ensure that all photography is done accurately to the monitors here in the studio.
Wholesale
We offer wholesale! If you are a shop or a maker that is interested in carrying our yarns send us an email at fullmoonfibres@gmail.com and we will forward you our Wholesale Application. Currently we are only wholesaling to Canadian shops.