Frequently Asked Questions

What are your business hours?

Remarkable Yarns’ Shipping and Customer service department is regularly open Monday-Friday from 9:30-5:00 Eastern time. 

We close for major holidays when the postal services are also typically closed.  These include Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas Day and New Years Day.

We also close for 7-10 days at the end of every year depending on when Christmas Day and New Years Day occur.  In 2019 we will be closed from December 23, 2019 – January 1, 2020.

How can I contact Remarkable Yarns?

You may reach us by email at customerservice@remarkableyarns.com.

You may reach us by phone at 585.678.4894.  Please note that we share this phone number with our sister company, Yarn Culture.  Be assured that any messages left for Remarkable Yarns will reach the proper person.

We are located at 1387 Fairport Road, Suite #885, Fairport, NY 14450.  Remarkable Yarns does not have a showroom and is not open to the general public.

What do I need to do to become a Remarkable Yarns customer?

Yarn Customers

If you are interested in carrying Rosy Green Wool, Crave Yarn or Spun Right Round you will need to complete and submit an application.  The application is available on our home page or you can find it here.

Book Customers

You do NOT need to complete a wholesale application if you are interested in ordering books.  To order books, complete the order form for the specific book to initiate an order.  You can find the link to order books here.                                                     

How do I place an order?

Once your application has been approved you will receive a password to access order forms in Dropbox.  You can use these forms to place your yarn orders.  In addition to yarn line and color choices, these forms include other important information including skeins/bag, opening order minimums, payment terms, etc.

If you are unable to use the forms or you prefer to place your order another way, we are happy to accept orders in a format that works best for you. If you send us an order in the text of an email please clearly state in the email that you are placing an order.  You are still required to understand and accept our terms and conditions even if you do not use our order forms.

When will my order ship?

Once we receive your order we identify any items on back order, estimate shipping and send an invoice with a link to pay online. We will ship your order when we receive notice that payment is complete.    

Our USPS and FedEx carriers pick up between 10 am and 12 noon. If we receive payment notice after the daily pickup your order will ship the next business day. We aim to process orders within 1-2 days of receipt.

Which postal carriers do you use?

We have the best rates with FedEx and USPS.  We check both carriers for each order and select the shipping method that is least expensive.  If you have your own account or prefer we use another carrier please contact us in advance of your shipment and we will be happy to accommodate your request. 

Please note that most orders ship via ground.  Most book orders under 15 copies ship via USPS media mail which has a 5-7 day delivery time frame.  If you would like to expedite your book order, please let us know at the time of your order and we can provide estimated shipping time/costs.

Is my shipment insured?

Yes!  We add the cost of insurance to your shipping cost, so every shipment is insured in case of loss or damage in transit.

How can I pay my invoice?

We email invoices via QuickBooks.  There is a link and instructions in the email to view your invoice and pay online.  If you would rather pay over the phone via credit card or with a check please contact us and we can accommodate your needs.  If you choose to pay by check, your order will ship when your check is deposited and clears the bank.

Unpaid orders will be held for 30 days after which time the order will be returned to inventory.

Spun Right Round

Though we maintain back stock for Spun Right Round, with more than 200 SKUs we dye-to-order for large orders and lower volume colors.  As a result, there can be a 3-6 week lead time for Spun Right Round orders. 

When you place your Spun Right Round order, we will contact you with an estimated ship date.  Any orders that cannot be filled with on-hand inventory will require a 50% deposit.  The balance for these orders will be due prior to shipping.    

How do you handle out-of-stock SKUs and back orders? (except for Spun Right Round)

If we are out of stock in a color, we will create a back order for you.  Once we have re-stocked that color, we will contact you to confirm the back order and understand if you would like to add anything more to the order. With that information we will process the order as usual.

If I only want to order books do I need to complete a wholesale application?

No!  If you are just ordering books fill out our book order form (found on that book’s information page online) to initiate an order.  We will process your order without the wholesale application.                              

Do you have trunk shows?       

Like you, we know that samples sell yarn.  We have created trunks shows for almost all our lines to help you present our yarns.  Contact customerservice@remarkableyarns.com to schedule a trunk show for your shop.

Please don't hesitate to contact us with questions, concerns or compliments at customerservice@remarkableyarns.com.