Returns & Refunds
Here is exactly how returns work at Paradise Fibers. The short version: you have 30 days from delivery to return unused items, anything that arrives damaged, defective or wrong is on us, and store credit keeps the full value of whatever you send back. Every return starts with a call to (509) 536-7746 or an email to sales@paradisefibers.com, and either way you will reach a real person at our shop in Spokane, Washington.
Returns at a glance
- Return window: 30 days from the day your order arrives.
- Condition: unused, in the original packaging, and in the same condition it reached you in. A wound skein counts as used.
- Before you ship anything: call or email us so we can set the return up.
- Damaged, defective or wrong item: no shipping deductions, and we cover return shipping if it has to come back to us.
- Store credit: the full price of the item.
- Money back: the price of the item, less shipping costs, back to your original payment method.
- Timing: approved refunds and store credit usually go out within 5 days of your return reaching us.
- Final sale: gift cards, spinning wheels, floor looms, used equipment, bargain bin items, and anything bought on sale or at a discount.
How to make a return
- Contact us first. Call (509) 536-7746 or email sales@paradisefibers.com with your order number and the items you want to send back. We set up every return before it ships, so please do not mail anything back unannounced.
- Choose store credit or money back. Store credit is usually the better deal. See how each one works below.
- Pack it. Items need to be unused, in their original packaging, and in the same condition they arrived in. Keep your receipt or order confirmation handy, since we need it to process the return.
- Ship it to us. Take it to your own carrier, or ask us for a label at our rates, which are usually cheaper. If what you are sending is worth more than $75, use a tracked service or add insurance, because we cannot refund a return that never reaches us.
- We confirm it. When your return arrives we inspect it, email you to confirm it is here, and let you know whether it is approved. Approved refunds and store credit usually go out within 5 days.
Mail returns to:
Paradise Fibers
ATTN: RETURNS
225 W. Indiana
Spokane, WA 99205
Please send returns to us, not to the manufacturer.
Damaged, defective or wrong items
My order arrived damaged, defective, or it is the wrong item. What now?
Contact us as soon as you notice. This is entirely separate from a change-of-mind return, and none of the shipping deductions apply. Depending on the situation we will issue a full refund, send a replacement, or send whatever is needed to put it right, and if the item has to come back to us, we cover the return shipping. A photo of the problem, and of the box if it arrived crushed, helps us sort it out faster. You do not need to argue the case with us.
I found a flaw in a skein after I started using it. Can you help?
Yes, call us. The rule that wound skeins cannot be returned is about change-of-mind returns. A genuine defect, like a break in the yarn, a weak spot or a dye flaw, is ours to fix, and we will work out the right remedy with you. Keep the yarn and its label, since the maker and dye lot details help us trace the problem.
Store credit or money back
Should I take a refund or store credit?
Store credit is almost always the better deal if you think you will order from us again. It gives you the full price of the item, and return shipping is never deducted from it. A money-back refund gives you the price of the item, but shipping costs come out of it, as explained below. Store credit is yours to use whenever you order next.
How is a change-of-mind refund calculated?
It depends on whether your order shipped free.
If you paid for shipping on your order:
- Store credit: the full price of the item, with no deduction for return shipping. The shipping you originally paid is not credited.
- Money back: the price of the item. The shipping you originally paid is not refunded, and you cover return shipping.
If your order shipped free:
- Store credit: the full price of the item, with no deductions.
- Money back: the price of the item, minus what we paid to ship it to you, minus return shipping. Free shipping was never actually free on our end, so on a return that cost comes back out.
If we provide your return label, its cost is the return shipping that comes out of a money-back refund.
How long does a refund take?
When your return reaches us we inspect it, email you to confirm it arrived, and let you know whether it is approved. Approved refunds and store credit usually go out within 5 days. Money back goes to your original payment method, and your bank or card issuer may take a few more days to show it.
Who pays for return shipping?
If you are sending something back because you changed your mind, return shipping is on you. You can take it to your own carrier, or we can send you a label at our rates, which are usually cheaper. If the return is because of our mistake, or the item arrived damaged or defective, we cover it.
What can be returned
What condition do returns need to be in?
Unused, still in the original packaging, and in the same condition it reached you in. If an item has been assembled or altered in any way, we cannot take it back. Every return needs to be set up with us by phone or email first, and we need your receipt or order confirmation to process it.
Can I return yarn that has already been wound?
No. Winding a skein into a cake counts as using it, so a wound skein cannot be returned. This catches people out, so here is the practical advice: if you are not certain you will need every skein, have just one wound and leave the rest in skeins. You can always wind the others later, and anything still in its original skein stays returnable within the 30 day window.
What cannot be returned?
These items are final sale:
- Gift cards
- Spinning wheels
- Floor looms
- Used equipment
- Bargain bin items
- Anything bought on sale or at a discount
Single items valued over $300 and highly customized items are special orders and cannot be cancelled once production work has begun. If a final sale item arrives damaged or defective, that is a different matter: contact us and we will make it right.
What if it has been more than 30 days?
After 30 days from delivery we cannot offer a refund or an exchange. Call us anyway: we may still be able to take the return, but no longer at full value.
When is only a partial refund given?
When an item comes back not in its original condition, comes back damaged or missing parts for reasons that were not our error, or comes back more than 30 days after delivery.
Do I send my return to you or to the manufacturer?
To us, always. Please do not send purchases back to the manufacturer. Once we have set up your return, mail it to Paradise Fibers, ATTN: RETURNS, 225 W. Indiana, Spokane, WA 99205.
Cancellations and exchanges
Can I cancel or change my order?
Yes, as long as it has not shipped. Call us at (509) 536-7746 as soon as you can. The phone is much faster than email, and we can usually stop an order at the packing bench if we hear from you quickly. Unless production work has started on it, an order can be cancelled for a full refund before it ships. Once an order has shipped, a change becomes a return.
Can I cancel a special order?
Not once production work has begun. Orders for single items valued over $300, and highly customized items, are special orders. If work has not started yet, they can still be cancelled for a full refund before they ship.
Can I exchange an item?
Yes, within the 30 day window, as long as the item qualifies for a return. Call or email us and we will set it up. Often the simplest route is store credit: send the item back for its full value in store credit and order what you want instead.
Shipping times, rates and local pickup are covered on our shipping and pickup page, and our FAQ covers yarn care and choosing fiber. The formal wording of this policy is in our refund policy.