Frequently Asked Questions
What are the WEBS discounts?
SAVE! The WEBS discount system saves you even more above our low yarn prices. You may deduct 20% on a $60 yarn and/or book order and 25% on a $120 order. It's that simple! The discounts apply to standard yarns, our own lines, some mill ends. They also apply to regularly priced books (not including pattern booklets). The yarns and books that apply are marked with a discountable tag. Yarns and books that do not have the discountable tag, their price is net and they don't count in the total for your discount.
Does WEBS have a retail store and when is it open?
Yes, our retail store and 21,000 square foot warehouse are open to shoppers. We're located on Service Center Rd. in Northampton, Massachusetts. WEBS is open Monday-Saturday 10:00am-5:30pm, and Thursday evenings until 8:00pm. We are closed on Sundays and on New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas Day. We are open Sundays from November 30th through December 28th from Noon to 5pm each Sunday.
How do I get onto the WEBS mailing/email list and/or request a catalog?
If you have purchased from us in the past twelve months, you are automatically on the list. As long as you continue to purchase from us once per year, you will remain on the list. If you would like to be added to the list, but have not previously purchased from us, simply call or email Customer Service and request a catalog. You can also use our Catalog Request form. You will continue to receive mailings and catalogs for the next twelve months. In order to remain active on our list beyond 12 months, you will need to make a purchase one time during the year.
How do I redeem a WEBS Gift Card?
To redeem your Gift Card on-line, simply put the gift card number and value in the “Special Instructions” field during the checkout process and we will apply the balance to your order. WEBS Gift Cards can also be used in the store or on the phone.
What does it mean if an item shows "backordered".
If a particular item shows as "backordered" on our website, you are still able to place an order in our system if you would like us to send it when it arrives. 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.
After I place items in my cart and click "Continue Shopping," my cart is empty. What's going on?
Check your computer to make sure you have your "cookies" turned on.
When will my order ship?
Our normal processing time is 2-3 business days before an order is packed and shipped from WEBS. We do our best to ship within this timeframe, but please feel free to call if you need faster shipping options. We will send a shipping e-mail once your order ships with any available tracking information. See our Shipping Information page for more details about our shipping process.
The website only offers Standard Shipping. Is there a way that I can get an expedited shipping option?
We do offer expedited shipping through UPS, using their 3-Day Air, 2-Day Air, and Next Day Air services. To place an order with expedited shipping, you need to contact Customer Service to place the order. Expedited shipping costs will be considerably greater than the standard option. By placing the order over the phone, we are able to provide an estimated shipping cost for your order and insure that it is processed promptly by the shipping group using the expedited method of your choice.
What are my payment options?
We accept all major credit cards. 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. We do not accept PayPal.
How do I add to my order after I have just placed it.
You can add to an order just placed by replying to the email confirmation that you received with a message with the items you want added. We can also make additions by telephone.
Why can't I download the Valley Yarns pattern I purchased?
Prior to purchasing any downloadable pattern, you must first sign in as a returning user or create an account. Either of these can be done through the "My Account" section found at the top of the website. If you purchased a downloadable pattern before logging in, please contact Customer Service to have the pattern e-mailed to you.
What is your Returns Policy?
Your complete satisfaction is very important to us. Your order is carefully picked, wound, and packed. Should you receive an order with an error, simply give us a call, and we will do our utmost to fix the problem.
On returns in general, the following is our policy:
* Yarns sent in error or defective yarns may be returned for full credit or replacement. We will absorb all shipping costs.
* If your order was filled correctly—including agreed-upon colors on telephone orders—we will gladly accept your return; however, there are no refunds on shipping and handling costs on correctly filled order.
* Yarns in sealed packages, such as the linens and Valley Cottons, will not be accepted for return if the packaging is opened. Yarns sold by the cone in standard weight units, such as Harrisville Designs, must not have been drawn down.
* If you return part of an order that received a discount and the remaining part of the order in your possession by itself would not qualify for the discount, we will recalculate the charges on your entire order to recover the discount before issuing your credit on returned goods.
* All sale items are final sale. Sale items are not returnable or exchangeable.
* Books, magazines, and patterns are final sale and may not be returned or exchanged.
* No returns accepted after 60 days from the date on your sales slip.
What are Grab Bags?
WEBS buys a huge number of bags of yarn from manufacturers who close out styles. We sell these at tremendous savings to our customers by mail and in the retail store. Grab bags are not discountable. Standard Grab Bags are bundles of five or ten bags of name-brand yarn offered at even better savings. You don't get to make many choices, but you save up to 60-70% off the normal retail price. Bags can contain ten skeins of either 50 or 100 grams per skein. Supreme Grab Bags are closeouts of more expensive luxury yarns, while the standard grab bags are of high quality, but not as expensive. Single Skein Deluxe Grab Bags are grab bags containing 25 or 50 single skeins, the ultimate variety pack of closeout, mill end, and great but lonely yarn. Please specify your color, weight, and fiber preferences in the special instructions of the checkout form and we will try to match them when possible.
Can I sell something I made from a Valley Yarns pattern or draft?
Valley Yarns knitting/crochet patterns and weaving drafts are for personal use only and may not be copied. Any commercial use, including selling patterns and/or drafts and items made from them is prohibited.