FREQUENTLY ASKED QUESTIONS


Ordering

Can I contact you/order by phone?

We have a small staff and are not set up to take orders or offer customer service by phone. If you are unable to order through our website, you can call our warehouse to place an order at 207-710-0821. Please have your desired items and credit card information ready. If we do not answer, please leave your name and number and we will call you back. Please note that all phone orders are processed through our website - the most secure way to order is directly through our website, which is Level 1 PCI DSS compliant.

What is your return policy?

We'll happily accept your returns or exchanges in original condition within 60 days of your order date. Please include your order number and a note explaining what you'd like us to do: Refund your purchase or exchange it. You can find your order number through your account page.

Send your package to:

Quince & Co.
32 Main St. Bldg 13W-101
Biddeford, ME 04005

Can you wind my yarn for me?

At this time, we don't have the staff or equipment to provide this service for our customers.

I forgot something. Can I add to my order?

Of course. If your order hasn't shipped yet (you'll receive an emailed shipment confirmation if it has) you can place another, new order on our website. In the comments field of your second order you must include both order numbers with a request that they be shipped together. We’ll make sure to ship them together and refund you the appropriate shipping.

I need a specific dye lot. How do I request that?

It’s always a good idea to check and see if we have the dye lot you need in stock before placing your order. You can email your query to orders@quinceandco.com. If we have it, go ahead and place your order, and add your dye lot request to the comments field on the checkout page.

My package is being held by customs and/or my country is charging import duties on the package. How can Quince help?

Unfortunately some countries hold packages, delay shipment, and occasionally even charge import duties (seemingly at random). Quince & Co. is not responsible for international customs fees, taxes, import duties or any fees associated with collecting these charges. We are legally obligated to report all international purchases as "merchandise" with exact retail value as paid by the customer. This information and value is clearly noted on the required CN22 form that serves as the USPS shipping label and US export customs form. We legally cannot mark retail merchandise as “gifts” nor declare a value lower than paid for by the customer.

International customers may be subject to import fees, taxes and duties according to your country's import policies. These policies vary widely from country to country; please contact your local customs office for any specific information on import policies and fees.

Once a package has left the U.S. it is in the hands of your country's national postal service. Quince & Co. will no longer have tracking information from this point until the package arrives at its final destination. If you should have questions regarding tracking a package once it has left the U.S., please contact your local postal service.

Shipping

What are your shipping options and policies?

We offer a range of shipment options through USPS. The shipping cost will depend on order size and destination - our shipping pricing comes directly from USPS. Free shipping on orders over $150 shipped within the contiguous US! $9.50 flat-rate shipping for Alaskan and Hawaiian orders over $150.

It may take up to 2 business days from confirmation to process your order before it hits the mail stream. If you order expedited (Express) shipping, we will do our best to expedite processing as well. Once a package enters the mail stream it is outside of our control. For USPS delivery standard times and policies, and information about what to do for lost or delayed packages, please visit the USPS FAQ page. You may also contact us by email to orders@quinceandco.com for assistance with enquiring after lost or delayed shipments with USPS.

Where is my package?

The location of your package can be followed with the tracking number provided in your shipment confirmation email. Inclement weather and holidays can delay ship time and prevent the tracking history from updating regularly. We are not able to provide additional information as to the whereabouts of your shipment beyond what USPS has provided.

My package is being held by customs and/or my country is charging import duties on the package. How can Quince help?

Unfortunately some countries hold packages, delay shipment, and occasionally even charge import duties (seemingly at random). Quince & Co. is not responsible for international customs fees, taxes, import duties or any fees associated with collecting these charges. We are legally obligated to report all international purchases as "merchandise" with exact retail value as paid by the customer. This information and value is clearly noted on the required CN22 form that serves as the USPS shipping label and US export customs form. We legally cannot mark retail merchandise as “gifts” nor declare a value lower than paid for by the customer.

International customers may be subject to import fees, taxes and duties according to your country's import policies. These policies vary widely from country to country; please contact your local customs office for any specific information on import policies and fees.

My tracking hasn’t updated in several days - what is going on with my shipment?

Sometimes the tracking information provided by USPS fails to update. Usually, your package is still in transit and there is no need to worry.

My package was damaged during shipment - what should I do?

If your order arrives damaged, please take photos of the packaging and the condition of the contents and email them to us at orders@quinceandco.com.

Patterns

What do I do if I think there's an error in my pattern? Where can I look for errata or get an updated copy of the pattern? How do I know my version is the latest?

We do our very best to make sure our patterns are clear and error-free, but occasionally, the inevitable mistake escapes the trained eyes of our technical editors and proofreaders. If you believe you've found an error, please send us an email at info@quinceandco.com. We list corrections on our errata page. If you suspect you may have an older version of a pattern and didn't get an updated one, please email us and we'll send you the latest version.

I'm a designer, can I contact you with design submissions/ideas and/or do you provide yarn support?

While we currently are not taking unsolicited design submissions, we encourage designers to sign up for our submission call mailing list for news about our annual collection calls. If you'd like to self-publish a design using our yarn, we can provide yarn support in the form of a discount on a project-by-project basis. Please email us for more information.

Pattern and Ebook Delivery

All patterns sold on Quinceandco.com are in pdf format unless otherwise noted, including pattern collections. Most of our books are sold as both a pdf and a print and pdf bundle version.

How long will it take for me to receive my patterns?

When you place an order that contains a pdf, you will receive two emails: one to confirm the order itself, and a separate email with instructions on retrieving your downloads. The download email will come from notifications@fetchapp.com. Consider adding this email address to your contacts or safe sender list to help prevent your download emails from going into your spam or junk folders. Check your spam/junk folders if you have not received your download email within 30 minutes of placing your order.

Do I have to wait to get the download email in order to access my patterns?

If you have an account at Quinceandco.com, you can access your patterns after purchase by logging into your account and clicking on your order number, then clicking the "Download Purchase" button.

If you made a purchase as a guest, you will need the download retrieval email in order to access your patterns.

I checked my spam and junk folders and still can't find my downloads/I can't access my account. How can I get my patterns?

If you're unable to locate your download email, access your patterns, or log into your account, please send an email to orders@quinceandco.com. Customer support is available via email Monday through Friday during normal business hours. If you send an email after hours or on a weekend or holiday, you should get a response within 1-2 business days. We will do our best to help you as soon as we can.

Can Quince add the patterns I've purchased to my Ravelry library?

We are unable to add patterns you've purchased at quinceandco.com to your Ravelry library.

Yarn

Do you have color cards/samples available?

We do! You can purchase color cards here.

Will the color of the yarn I receive be exactly the same as the color on the website?

The short answer is, probably not. We try to represent our yarn colors on our website as accurately as possible. There are many factors that can affect how the images appear online, including differing computer monitors and settings, and most importantly lighting both of the photo and the location that you are in when looking at the yarn. For example, the color will look very different if you are looking at it in full sunshine or if you're in a dimly lit room lit with CFLs . We photograph our yarns for the product pages in as neutral lighting as possible.

Are any of your yarns superwash? How do I care for my knitted wool and wool blend items?

We love wool fiber the way it comes off the sheep. We don't treat it with chemicals to make it machine washable. We prefer to leave intact the little barbs that give wool its wonderful insulating, elastic, and felting qualities.

Therefore, we recommend that you hand wash your wool project with gentle soap, such as Twig & Horn's lanolizing Wool Soap, in cool water. If using a gentle soap such as Wool Soap, you do not have to rinse. If you use a regular detergent, rinse it thoroughly and gently press out extra water and roll it lightly in a terry towel to absorb more of the moisture. Lay your project out to the correct measurements and let it dry naturally. If you want to speed up drying, aim a fan at the drying surface.

If you'd like to try machine washing your wool and wool-blend garments (not recommended), use cool water and a gentle cycle. After spinning, lay your garment flat to dry. And never, never put your knitted wool garment in the dryer.

How should I care for items knit with linen yarns?

Our linen yarn is machine washable in cold water. Lay it flat to dry and iron, if necessary, with a medium-hot iron. The more you wash a linen piece, the softer and drapier it becomes. We (and many knitters) have had success with drying our linen pieces in the dryer without shrinkage. As each machine is different, we strongly recommend that you test drying time, heat level, etc. on your gauge swatch.

How should I care for items knit with cotton yarns?

Our cotton yarn, Willet, is machine washable, in some cases. Every machine is different, and we would recommend, if you are unsure about your machine, that you stick to hand-washing. If your machine can wash gentle and cool, then machine washing your piece will work just fine. Lay flat to dry.

Other Questions

Can we visit you/your mill/your store/do you have a company store?

We are an online store with a growing number of stockists all over the world. If you're visiting Portland, Maine, and would like to see our yarns in person, please visit KnitWit at 247A Congress Street. Our spinning mill is not open to visitors, sorry! If you are in another part of the world but want to see our yarns in person, please refer to our stockists page to find the closest Quince & Co. stockist to you.