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, and 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.
Do you have any promo codes?
Because of our great yarn and book discounts, we rarely offer promo codes.
What is Steve's Deal of the Week?
Each Tuesday a new set of deals is posted on our Facebook page, in our Ravelry group, and on our website here. No promo code is necessary. Each deal starts at midnight EST on Tuesday and ends 11:59pm EST on Monday. Deals are in-stock only, no further 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. Please note, if you are planning to visit WEBS as a group with 6 or more people, please contact our Store Manager Stephanie with as much advance notice as possible and let her know when you are coming. You can reach Stephanie at firstname.lastname@example.org or call 1-800-FOR-WEBS.
During the holidays, WEBS' retail store will be open on Sundays from 12–5, starting November 22nd. The last day of holiday hours is Sunday, December 20th.
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.
Can I get coned yarn wound off in the store?
We no longer offer wind-off service in our retail location. If you need coned yarn wound off, place an order online and choose the "in-store pick up" shipping option. Please allow 24-36 hours from the time you place the order for it 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 phone call or e-mail. Find more information about in-store pickup on our shipping information page.
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. Read more about backordered products here.
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 back order 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 a closeout, or 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 Shipping Confirmation page; or by calling our Customer Service Department at 800-367-9327 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.
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. Cookies are small pieces of information stored on your hard drive that help the website keep track of pages you visited, the fact that you are logged in to your account, which items you have placed in your cart, etc. This information is used to make your shopping experience more enjoyable.
Neither of these forms of cookies retains any personal information whatsoever. They only record which pages you have visited, and provide us information on how well our marketing programs are doing.
Since cookies are managed in each web browser differently,
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.
Is there a way that I can get an expedited shipping option?
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 if you need faster shipping options, we do 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 1pm Eastern Standard time will be shipped same day. Expedited orders placed after 1pm Eastern Standard time will be shipped the following 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.
Is there a way to pickup my online order in the store?
Yes! Here are a few guidelines to be aware of if you’re choosing the In-Store Pickup option:
* Please allow 24-36 hours 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 dyelot. 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.
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 accept Paypal. If you are logged into your account, you will need to click "log out" at the very top of our website. Paypal is an option under Guest checkout.
How do I add to my order after I have just placed it.
Provided that your order hasn't already shipped, you can add to an order you've 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 PDF 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.
How will I receive my Downloadable PDF?
Once you have completed your purchase, go back into your order history and the Download Now button will be waiting for you. There is no expiration time for the link.
What is your Returns Policy?
Your complete satisfaction is very important to us. Your order is carefully picked 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.
I'm interested in designing for Valley Yarns, who do I contact?
Valley Yarns is not currently seeking outside designers but we're always willing to consider adding a strong or interesting new design to our line of patterns. Contact ValleyYarnsDesigns@yarn.com. Tell us who you are, include a sketch of your design, a picture of a swatch and a description of the design. Please also tell us which Valley Yarn you'd like to use and include any relevant links to your website, Etsy shop, Ravelry or Craftsy account or any other link that showcases your previous design work.