FAQs

What are the WEBS discounts?

When you shop at WEBS, you can save up to 25% on your favorite yarns and books by taking advantage of our discount program! The program is simple: 

When you spend $60 on discountable items, you save 20% on those items.
When you spend $120 on discountable items, you save 25% on those items.

What is a discountable item? Any yarn or book (not including pattern booklets) at full retail price qualifies as discountable. Patterns, needles, notions, hooks, and other accessories are not discountable. Sale yarns and yarns marked with a "Closeout" tag are also not discountable. Still not sure whether an item qualifies for the discount? Look for the WEBS discountable tag on the product page!

Do you have any promo codes or free shipping?

Because of our great yarn and book discounts, we rarely offer promo codes or free shipping. We do have many promotions for free gifts or free digital patterns with yarn purchases. You can see a list of these on our Special Promotions page.

What are Deals of the Week?

Each Tuesday new Deals of the Week are posted on our website. No promo code is necessary. Each deal starts at 12:00am 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 at 75 Service Center Rd. in Northampton, Massachusetts. WEBS is open Monday–Wednesday, Friday 10:00am–6:00pm, 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 sgibbs@yarn.com or call 1-800-FOR-WEBS

How do I get onto the WEBS mailing list, email list 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 online, simply put the gift card number in the “Special Instructions” field during the checkout process and we will apply the balance to your order. Physical WEBS Gift Cards can also be used in the store or on the phone. Note: Egift Cards cannot be redeemed in store.

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 Store Pickup 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 email. Find more information about Store Pickup on our Shipping Information page.

What does it mean if an item is backordered?

If a particular item is 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 call Customer Service 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.

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 email 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.

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. 

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 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 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.

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 chartsNote that money orders and check orders are held two weeks for bank clearance. 

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

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 My Account.

How will I receive my PDF pattern?

You can access digital patterns you’ve purchased through your Order History, Pattern Library, or the order confirmation email you received when ordering. There is no expiration time for downloading digital patterns.

What is your Return Policy?

Please see our Return Policy page here.

I'm interested in designing for Valley Yarns. Who do I contact?

Valley Yarns is always willing to consider adding strong and interesting new designs to our line of patterns. Please contact ValleyYarnsDesigns@yarn.com to find out if there are currently any open calls. 

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