Shipping policy
For orders in the United States, USPS or UPS will be used to ship your items. The cheapest shipping rate will be applied at checkout. You may choose to expedite your shipping and pay expedited shipping costs. The shipping times range from 1-5 days depending on how close you are to South Carolina.
For orders outside of the United States, DHL Express is used. The shipping times are 1-3 days.
Most orders ship the next business day after they were placed and estimated delivery dates will be available before purchase. Orders including dyed-to-order yarns can take around a week to process, but may ship sooner depending on available stock. All dyed-to-order yarns will be marked in the product description as such.
If you would like to place your order to reserve your yarn but have the items ship at a later date, please include those instructions in either the notes on the order or by sending an email prior to placing your order. Send the email to hello@mountaintopyarn.com
Shipping Policy
At Mountaintop Yarn, we aim to provide the best possible experience for our customers. Once your package is shipped, we provide tracking information so you can monitor its journey.
Packages Lost in Transit
If your package shows no movement for 10 or more business days, contact us so we can open a claim with the carrier. Replacements or refunds are handled on a case-by-case basis once the carrier completes their investigation.
Returned Packages or Packages with Incomplete Address Information
If an order is returned due to an incorrect or incomplete address entered by the customer, the customer is responsible for reshipping costs. Original shipping fees are non-refundable.
Lost or Missing Packages
If a package is marked as delivered by the shipping carrier but you cannot locate it:
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Double-Check the Delivery Location
- Look around your property, including porches, side doors, and mailboxes.
- Check with neighbors or building management to see if it was delivered to them by mistake.
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Contact the Carrier
- USPS can provide additional details on where and when the package was delivered. Contact your local USPS office with your tracking number for assistance.
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Contact Us
- While we are not responsible for packages once they are marked as delivered, we are here to help where we can. If you need further assistance, reach out to us at hello@mountaintopyarn.com. We may offer solutions such as discounts or replacements on a case-by-case basis.
International Orders
International customers are responsible for any customs duties, import taxes, or fees imposed by their country. Delivery times can vary based on customs processing.
Damaged Items
If your order arrives damaged, please contact us within 3 business days with photos of the packaging and contents so we can assist with a replacement or claim.