Order Information

FAQs & What you need to know!

To have a successful shopping Experience with us, follow these few helpful tips!

What you need to know before placing your order:

 

We would like to make a few helpful suggestions to ensure a happy shopping experience with us!

 

  • You can shop through our site adding each pattern you would like to purchase to your cart, depending on which device you are shopping from you can either click "continue shopping" and it will bring you back to the page you were just on OR you can choose between the open tabs to go from cart to store. Once finished you can view cart and make any changes and then proceed to checkout.

 

  • Please put knitwitsheaven@gmail.com in your address book, to help ensure delivery of your patterns. That way they won't get sent to your bulk/junk folder, and that attachments are not blocked.

 

  • Orders received through Pay Pal will be sent to the address supplied by Pay Pal. If you wish to receive patterns at a different email address please send us an email prior to ordering, so we can get them sent to the right address the first time.

 

  • Patterns are sent in PDF format (PDF files open in a PDF Reader program) via email only.

 

  • Credit card orders through Pay Pal don't require a Pay Pal account. Simply click the buttons for your pattern selections and once you proceed to the checkout choose "Pay by credit card".

 

  • Money Order information: We cannot accept Money Grams, international or otherwise, they will be returned upon receipt, and patterns will not be sent. We are sorry for this inconvenience, but we are unable to cash these at our banks or our local postal outlets. Money orders from outside of Canada MUST be International POSTAL Money orders ONLY. No exceptions.

  • If wanting to pay by money order, e-mail us the list of patterns you would like and let us know you are paying by money order and we will send you our mailing address. Patterns will be sent when we receive the money order.

 

 

HELP I DIDN'T GET MY ORDER!! WHY?!

 

You have placed your order and you hear nothing back! Patterns ordered from our site are NOT instant downloads, we receieve a notification from PayPal and then we reply sending the patterns usually within a few minutes to a few hours.

 

Reasons you won't get your patterns via email:

 

  • Email address given to paypal hasn't been updated to your current email.

 

  • Your email is blocking incoming emails from our address because of attachment, unknown address etc. Remember if we cannot email you because of spam folders etc we also cannot email you to tell you your order we sent out was rejected or marked as undeliverable.

 

  • We haven't received notification of your order. This does happen, it's rare but does happen.

 

  • Your order was sent later in the evening, when we have stopped checking emails for the night. We will get your order in the morning and send the patterns out right away.

 

  • We might not be home. There are days or a even weekend we might be away from home and unable to reply to incoming orders/emails.

WHAT DO I DO?!

 

If you haven't received your patterns within 24 to 48 hrs of your order make sure:

 

  •     You have a valid email provided to PayPal

 

  •     Your spam/bulk/junk folder isn't set to block us

 

  •     Add us into your contact list or safe sender list

 

THEN EMAIL US!!! let us know. We are usually pretty quick to respond to orders. Most within minutes to a few hours of order being placed. So if you haven't received yours please email us and we will fix it right away.

Are Refunds Available?!

 

No, we do not issue refunds. Due to the eletronic nature of our patterns, the items cannot be returned. Once patterns are sent there is no refund. There are times of course refunds ARE issued:

 

  • You email us before patterns are sent to cancel the order.

 

  • Mistaken double purchase during ordering. When we see this we give the option of a refund or choosing another pattern.

 

  • *NEW* …. Every sale we get, PayPal collects fees from it. As of May 19th/2020 Paypal will be updating their refund policy and will not be returning those fees collected during original sale. So any refunds issued will be amount paid minus any fees, you will not get a 100% refund. If you need, we will show you proof of fees collected by PayPal.