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frequently asked questions

Can you wind my yarn?

Yes, we can!  You can ask us to do this in the special instructions section.  Please note that wound yarn is not returnable. 

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Why is your shipping rate so high for small items?

Our shipping rate for US orders is based on a one pound package with insurance up to $100.00.  While some packages do not weigh one pound, UPS requires that we round up to the nearest pound so even small orders such as a quarter yard of fabric or one pair of knitting needles would  still be considered a one pound package.   Keep in mind that the more you order the shipping rate stays the same.

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Do I have to pay sales tax?

We have business locations in New York and in California so you will be charged Sales Tax in those states.

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Can I visit the warehouse in California?

Yes you can - we love meeting our online customers!  While we used to ask that you call for an appointment, that is no longer necessary.  You can come to see the warehouse and shop here on Tuesday - Friday from 9 - 2:30.  We are also closed on Tuesday after a Monday holiday.  If you are visiting with a large group of people, we would love to know ahead of time.  Also, keep in mind that it is a warehouse and can be on the cold side if you visit in Winter (yes, even in Southern California!) so bring a sweater!

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Can I pick up my order at the store in NY?

Orders ship from our warehouse in Southern California.  While we carry mostly the same things online that we do at the store we can run out of different colors at different times so it is not usually possible to pick up your online order at the NY store.  

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Why is your warehouse fulfillment center located in California?

When Purl opened as a small knitting store back in 2002, there was only one owner and she lived in New York, Joelle Hoverson.  A year later Joelle's sister Jennifer joined the business to head up the website.  While she loves New York, she really loves California so the decision was made to run the warehouse from Orange County, CA.  The newest partner at Purl, Page Norman, lives near Joelle and together they try to convince Jen to join them on the East Coast but she just can't give up the sun.

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Are your colors accurate in photos?

Products are photographed in natural light or with lighting equipment that simulates natural light and our fabrics are scanned.  Our computer monitors are calibrated using Spyder Calibration Software. We do our best to make the color in our photos and scans as accurate as possible based on this calibration system.  Unfortunately, we can't guarantee that the color you see on your monitor is accurate as each monitor shows color differently.  If you have questions about color, please feel free to call for clarification.

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What is the measurement of the fabric photos?

When you click on a thumbnail to bring up the zoom image while viewing fabric, this photo represents an 11 x 17 inch rectangle.  The selvedge runs vertically on the image shown.

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What is your return policy?

Please see our return policy here:  http://www.purlsoho.com/purl/shop/return

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How many yards of fabric fit into a priority envelope?

It depends on the type of fabric!  We can fit about 8 yards of regular quilt weight fabric into a priority envelope and about 4 yards of upholstery weight fabric.  For double gauze, about 6 yards fits in the envelope.  

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Do you send samples?

For fabric, you can order as little as a quarter yard for a sample.  For yarn, we regret that we cannot do samples as it takes away yardage from the skein.

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Do you have a catalog?

The turnover on our inventory can be very quick so in an effort to save trees, we've decided to forgo a catalog.  Our inventory online is "live" so what you see is what we currently carry.  If an item is no longer available, it will be noted on the product page.  

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If my order contains a backorder, when will the other items in my order ship?

Orders that have a backorder listed in the product which also have other items will all ship together when the backordered item arrives.  If you would like us to split the order, please let us know in the special instructions section.  The special instructions section will be clearly noted at checkout.   Credit cards are charged at the time the order is placed.

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Will my items be charged taxes/customs fees/VAT upon arrival?

Unfortunately, we have no control over customs fees/VAT tax to international destinations.  Each country is different on what is assessed so be sure to check the limits in your country before placing an order if this is a concern. 

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