frequently asked questions
Categories
Orders/Accounts
Where is my account history?
On May 18, 2020 we transitioned to a new website. If you created your account prior to that date, you will need to create a new login and password. Your previous account history was not imported to the new site; however, we have all of your history and are happy to answer any questions you may have. Simply email us or fill out our contact form and will be happy to help.
How can I make a return?
We will accept returns of regular-priced merchandise in original condition from smoke-free homes within 30 days of purchase for a full refund (shipping not included; no returns accepted on sale items, needles, patterns, wound yarn, digital products, or special orders of out of stock inventory). The buyer will pay for shipping to return the item. In the case of manufacturer defect please contact us for further instructions.
Where is my pattern download?
If you have completed checkout on a .pdf pattern download, an email has been automatically sent to you by our system with a link to download your purchase.
If you do not see this email in your Inbox, it most likely has been routed to a Spam/Junk/Promotional/All Mail type of folder. Please check there for your email.
Gmail users, our emails often will end up in your Promotions tab. If you are unfamiliar with the Promotions tab and how it affects your email deliveries, read this article for more information. It also won’t hurt to add our email address to your Address Book, as well.
What are your shipping costs?
We offer $4 flat-rate USPS domestic first-class shipping on orders $50 and under, and $6 flat-rate USPS domestic first-class shipping on orders $50.01 and over. Yay!
In addition to our great flat-rate shipping, we have the following alternate shipping methods available:
USPS Priority Mail (1-3 day delivery); prices based on package weight.
USPS First Class International to most countries; prices based on package weight.
*Certain oversized or overweight items may cost more.
General
Are you open?
As we ease back into being open, we ask that you help us keep our customers and employees safe by booking an appointment to shop at the store. Each half hour of the day (11am to 4pm) will have availability for one appointment and one walk-in (first-come, first-serve). At this time we will only be open Monday through Friday.
If you live in a county that has not yet been approved for Phase I, please continue to take advantage of our curbside pickup program or have your online order shipped.
What are you doing to keep your store clean and safe?
As we return to public shopping in the store, the health and safety of our customers and our staff is of the utmost importance. All employees check their temperature before reporting to a shift. We will be wearing masks and ask visitors to do the same. We are also observing social distancing guidelines in the store and maintaining 6 feet distance between ourselves and customers. We are cleaning the store daily, washing our hands before entering the shop, and regularly disinfecting hard surfaces.
Do you have a physical storefront?
Yes! We are located at 11 Third Street in beautiful downtown Hood River, Oregon. Our current hours (beginning June 8) are Monday through Friday 11am to 4pm, and we offer one booked appointment and one drop-in shopper per half hour.
Will you share my email address with anyone?
Knot Another Hat is committed to protecting your privacy. We will not sell or disclose any information that identifies you to a third party. We may use the information we collect to periodically notify you about fun stuff related to our shop that we think you'll like. If you would rather not receive this information, you may send an email to hello@knotanotherhat.com with "remove" as the subject line. Knot Another Hat does not sell, trade or rent your personal information to others.
Do you have a rewards program?
Here at Knot Another Hat we have a customer rewards program, earning you 5% back for every dollar you spend! For every $1 spent, you earn 1 reward point*. At 500 points you earn a $25-off coupon good on your next purchase over $25. The points accrue for online and in-store purchases, and they never expire! Reward coupons expire 1 year from date of issue and are good on non-sale items only. *Points do not accrue for gift card purchases and class fees.
Why do your pictures sometimes show two (or more) balls of yarn?
Sometimes we feel that a yarn color and texture can be best displayed for you if we photograph two balls together. Alas, the pictures don't mean you'll get two for the price of one. All yarns are sold by the single ball/skein unless specifically stated otherwise in the product description.