FREQUENTLY ASKED QUESTIONS

This page is designed to answer the most common customer questions.  Please contact us by phone at 866-579-1702 or by email if you need more information on any subject.  We've oragnized the FAQ responses by subject matter: Ordering, Returns, Shipping, Referrals, and Free Custom Sweater Patterns.

Ordering Questions

1. Can I order over the phone, as opposed to online?
Please feel free to call us at 866-579-1702 to place an order over the phone, 10AM-6PM Eastern Time, Tuesday through Friday; 10AM-5PM, Saturday; and 11AM-4PM, Sunday in October through March.

2. Is the ordering process secure?
Yes. We use industry standard SSL-encryption to protect data transmissions during the ordering process. Your security is a priority with Accents on Knits and we do everything we can to protect you.

3. Why am I having trouble adding products to my shopping cart?
Some old browser versions require that you have "cookies" enabled to be able to add products to your shopping cart. The "cookie" allows our web server to know you have an active shopping cart with items in it throughout your shopping process. There is no personal information stored or retrieved by the cookies.

4. When will you charge my order to my credit card?
We will charge your credit card when items are shipped. If an item is backordered, we will charge as the items are shipped out.

5. Can I pay with a personal check instead of using a credit card?
Yes. Orders paid by personal checks will be held for 7 days until the check clears to ensure payment has been received.

6. Will sales tax be charged on my order?
We only charge sales tax if your shipping address is in New Jersey and then only on items other than yarn which is not taxable.

7. Will Accents on Knits wind my yarn for me?
Yes! We are happy to wind most hanks of yarn in your order free provided they are 500 yards or less.
For hanks in excess of 500 yards there is a $2.00 fee per hank. Please allow a 24 hour lead time for shipping on orders with requested winding service. Note: Yarn that is wound cannot be returned!

Returns Questions

1. What if I would like to return an item?
Only yarn [excluding sale items and special orders] and buttons can be returned. Mail the unused items you would like to return in the original packaging within 30 days of receipt to: Accents On Knits, 55 Market Street, Morristown, NJ 07960. We can exchange the items, credit your card or provide an in-store credit.

2. How much time do I have to return an item?
You have 30 days from the date of delivery to return an item but exceptions can be made when circumstances warrant.

3. Can books, patterns or tools [needles, etc.] be returned?
No, these items cannot be returned.

4. Can sale items or special orders be returned?
No, sale items and special orders cannot be returned.

5. Will shipping charges be refunded?
We do not refund your shipping cost or the shipping cost charged on your order unless we made an error on your order.

Shipping Questions

1. How quickly will my order be shipped?
We ship orders Tuesday through Saturday. We will act on your order the day it is received or the following business day.  We will let you know if all items are in stock, and if not, when we expect to receive backordered items.  We will also provide alternate yarn suggestions when appropriate.  We will also alert you to any problems with Free Custom Sweater Patterns you requested [see FAQ's on Free Custom Sweater Patterns below] before shipping your order.

2. How do you ship to domestic addresses?
We use the USPS [postal service]; 1st Class on amounts under 14 oz., Priority Mail for heavier packages.  Priority Mail packages are normally delivered 2-4 days after mailing.  Actual USPS charges will be added to your bill. 

3. Is expedited shipping available?
Expedited shipping is expensive but is available if you request.  The actual cost which varies by weight and distance will be emailed to you and must be approved by you prior to shipping.  Contact us for more information.

4. Do you ship to an address outside the United States?
Yes, we do. We also charge the actual shipping cost for international addresses: either USPS First Class International (without tracking) or USPS Priority Mail International (with tracking). We will email you a shipping quote after you order which you must approve prior to us sending the package.  Please contact us if you have trouble entering an international address.

5. What do I do if I don’t receive by order when it is expected?
We get tracking information on all Priority Mail shipments [over 13 ounces] including a confirmation when the package is delivered.  If you contact us we can quickly check to see where your order is. We have found Priority Mail to be very reliable. 

6. Do I have to sign for my order when it is delivered?
Unless requested, we do not require Signature Confirmation at delivery.  Signature Confirmation means your package will not be delivered until you sign for it. We only recommend Signature Confirmation if you live in an apartment building or where your package will sit outside.  There is currently an additional charge of $2.05 for Signature Confirmation.

Referral Questions

1.  What do I receive if I refer someone?
You will receive by email a “15% Off Your Next Order” coupon that is valid for 90 days as a thank you! You will receive this coupon after the person you referred makes their first purchase of at least $25 within 60 days of your referral. 

2. What if someone I refer does not identify me as the one that referred them?
Every effort will be made to identify new referral customers and the person who referred them. If you believe that someone you referred has made a qualifying purchase and you did not receive a coupon by email, please contact us and provide your referral’s name and address!  We will investigate immediately.

3. What if more than one customer refers the same person?
If a person is referred by more than one Accents On Knits customer, only the first person who made the referral [within 60 days of the qualifying purchase] will receive a coupon.

Free Custom Sweater Patterns

1. Am I eligible to get a free pattern with every yarn purchase?
Yes, but you must buy enough yarn to complete each project.

2. How will I know if I have bought enough yarn?
Our software determines the amount of yarn required to complete each of your custom sweater pattern projects.  To avoid possible dye lot problems, we will send you an email before we ship your order if you didn't buy enough yarn.