If you don't see your frequently asked question listed, please contact our Customer Service department for help.

Ordering & Shipping

When will my order ship?

Our normal processing time is 2–3 business days before an order is packed and shipped from our warehouse. We do our best to ship within this timeframe, but please feel free to call if you need faster shipping options. We will email a shipping notification once your order ships with any available tracking information. See our Shipping Information page for more details about our shipping process.

How can I get expedited shipping for my order?

If you need a faster shipping option than our normal processing time of 2–3 business days, we provide Next Day Air, Second Day Air, and Three Day Air through UPS within the Continental U.S. You can select one of these options during checkout for an additional cost.

Expedited orders placed before 12pm ET will be shipped same day. Expedited orders placed after 12pm ET will be shipped the following business day. UPS does not ship on Saturday and Sunday, so orders placed close to the weekend will only be shipped on business days. For example, an order placed on Friday using Next Day Air will be delivered on Monday.

If you have a drop-dead date for which you need to receive an order, please contact Customer Service for the most accurate advice on how to ensure that your will receive your order in time.

How do I redeem a String Gift Card?

To redeem your Gift Card online, simply put the gift card number in the Gift Card Number field when checking out. If you are using multiple cards, put the authorization number from the back of the cards and the gift card values in the Special Instructions box on the Payment & Review page during checkout, and we will apply the balance to your order. Physical String Gift Cards can also be used in the store or on the phone.

What are my payment options?

We accept all major credit cards—Visa, MasterCard, Discover, and American Express. For checks or money orders, please mail them with a list of what you would like to purchase including quantities and prices, and remember to include shipping costs, which can be calculated using our shipping charts. Note that money orders and check orders are held two weeks for bank clearance.

We do accept PayPal for online orders too. But we cannot accept PayPal for phone orders.

All listed prices are in U.S. Dollars.

Can I pickup my online order in the String retail store? - Store Pickup is temporarily suspended until our store reopens.

Yes! Here are a few guidelines to be aware of if you’re choosing the Store Pickup option:

  • Please allow 2–3 business days from the time you place the order to be completed and ready for pickup. Orders placed on Friday, Saturday and Sunday will be processed on Monday. When your order is processed and ready to pick up, you will receive a confirmation email.
  • If you call to make a change to your order, it may delay when your order is ready for pickup.
  • As with all orders placed online, your order will be charged when it is filled. A complete invoice will accompany your purchase.
  • Occasionally we will be unable to fill your order with a single dye lot. We will contact you if we have a mixed lot and inform you of the options for completing your order.
  • If an item is backordered, we will pick and charge what we have in stock and contact you when the backordered items arrive. If the item is sold out, we will pick the rest of the order and contact you for substitutions.
  • If you want to do more shopping when you come in to pickup your order, we will add any discounts to your in-store purchase that may apply.

Why can’t I find my order listed under Recent Orders or in my Order History?

In order to view an order under your Order History, you must be logged into your account when you start the checkout process. Phone orders do not appear in your online Order History. If you have questions about an order placed over the phone or when you weren’t logged into your account, contact customer service and they can help you.

Shopping & Products

What does it mean if an item is backordered?

If an item shows 0 in stock or you want more than we have in stock, you are able to add the quantity you wish to purchase to your shopping bag. We will backorder this item for you and send it when it is back in stock. We don't charge for backorders until they ship, and most backorders take an average of 2–3 weeks to be back in stock. We will keep your backorder in our system for as long as it takes to receive more stock, unless you choose to cancel it.

Will my yarn order come from the same dye lot?

We try to fill all yarn orders with a uniform dye lot. If we don't have the quantity you ordered in a single dye lot, we will contact you to see what you would like to do. If it is a regularly stocked yarn, we can usually backorder the yarn and fill your order when new stock arrives so that the quantity you ordered can be filled from one dye lot. If the yarn is dyed in small batches, this isn't always possible.

How do I request a specific dye lot of yarn?

You can place an order with a specific dye lot request in one of 2 ways: either place an order for the yarn through the website and listing the dye lot in the Special Instructions text box on the Payment & Review page during checkout; or call Customer Service and place an order with one of our representatives. If we have your dye lot in stock it will usually ship in 2–3 business days. If we do not, we will contact you.

What is your Return Policy?

Please see our Return Policy page.

Why can't I download the PDF pattern I purchased?

Prior to purchasing any digital pattern, you must first sign into your account or create an account. Either of these can be done through our Log In page. If you are still having difficulty accessing your digital pattern, contact Customer Service for help.

How will I receive my PDF pattern?

You can access digital patterns you’ve purchased through your Pattern Library, which you can find on the My Account page. There is no expiration time for downloading digital patterns.

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