Items are usually processed within 2 business days after your order is placed and payment is received. Most of our orders are shipped within 3-4 business days. Please note that we do not ship on Saturday, Sunday or holidays. Please allow an additional 24 - 48 hours for weekend orders.
When available, tracking information is usually provided within 24 hours of shipment. This will be available on the order page linked from your order confirmation email.
Shipping outside the USA:
We will have to check on the import regulations for your country for the products you are ordering. Some countries have very strict regulations on fiber products entering their country.
If you believe that an item is missing from your shipment: Please verify that the missing item is identified on the receipt located inside the shipping box. Please note, only items shipped are printed on the packing list. If an item you ordered is not in stock, we will notify you via email about the backorder. You may choose to wait for that item or be credited for it.
If you believe that we shipped an item and a product is missing, please contact us immediately at Skein Train.
If you have received the wrong product, please contact us immediately at Skein Train. Please also see our Return Policy.
You may return any unopened merchandise in its original condition within 14 days of receiving your order. We will refund the total sales amount, less a 20% restocking fee and the original shipping charges. The merchandise must also be in new condition, packed in its original manufacturer's box and include all original packaging material, original manuals and any accessories that came with the item.
Note: A Return Merchandise Authorization (RMA) is required prior to shipping your package back to us. We will only refund shipping costs and waive the restocking fee if the return is a result of our error. You can e-mail us at Skein Train.
Any claims for damaged items or discrepancies (for example: missing items in your order) must be submitted to our Customer Service Department within 3 business days after delivery. You must notify Customer Service by either e-mail or telephone. We will not be responsible for, nor issue a refund, if notified after (3) business days.
If the return is the result of our error, we will arrange to have the item picked up and returned to our warehouse. We will issue a complete refund including the original shipping costs.
Items that are returned more than 14 days after delivery, are in unsellable condition, are missing parts, or returned to us without authorization will be charged an additional restocking fee at our discretion.
Due to our changing inventory, we cannot accept exchanges. If you have an item that you wish to return for another item, simply return the item to our warehouse for a refund and then visit our website to purchase the new item that you want.
How to Return An item
1. Complete the Return Form - The Return Form needs to be filled out completely and signed before we process your return. Using this form, tell us why you are returning the item in as much detail as possible. Upon receipt of this form, we will issue an RMA# for the return.
2. Packing your return - Place the item in its original packaging with all documents, manuals, parts and accessories. Wrap your item carefully in a box with a copy of your order form and return form. Please clearly write your RMA # on the outside of your box.
3. Shipping your return - If the reason for your return is not our fault, the buyer bears all shipping costs. We recommend you ship us your returned item only via UPS or FEDEX or USPS/delivery confirmation to ensure proper tracking of your product.
4. Receipt of your item - We will send you an e-mail to notify you that your return has been processed and your account credited. You should expect a refund in the same form of payment originally used for purchase within 7-14 business days of our receiving your return.
- RETURNS - Please allow 7-14 business days after our warehouse receives your package for a refund to be processed to your credit card. For orders paid other than by credit card, we will mail a refund check via First Class Mail within 7-14 business days.
- This time does not include the time it takes for the item to be returned to our warehouse or the time involved to process a claim.
If you have not received your credit within the allotted time, please contact us at Skein Train.