FAQ
We know we can't answer all your questions, but here is our stab at a few of the more popular ones.
Shipping & Delivery
How much does shipping cost?
Shipping is calculated at checkout based on the weight of your order and your distance from our shop. We pass our discounted business rates directly to you to ensure you get the most affordable shipping possible.
Please note: If we find a less expensive or faster shipping option during processing, we may adjust your choice to provide you with better service.
Do you offer Free Shipping?
Yes! We offer Free Shipping within Canada on orders of $150 or more (before tax) of regular-priced merchandise.
Exclusions: Gift certificates are excluded from this threshold.
Oversized Items: Exceptionally large or heavy packages may incur additional charges on a case-by-case basis. Our shipping department will contact you if this applies to your order.
Why is Shopify charging me shipping when my order is over $150?
To keep our prices low on sale items, the system sometimes struggles to calculate the "Free Shipping" threshold when regular and sale items are mixed.
Don’t worry! We review every order manually before processing payment. If your regular-priced items hit the $150 mark, we will manually remove the shipping charge before your card is officially charged.
Do you guarantee matching dye lots?
Absolutely. We know how important colour consistency is for your project, so we always prioritize picking matching dye lots for your order. In the rare event that we do not have enough of a single dye lot to fulfill your request, we will contact you with options before shipping to ensure you're happy with the batch.
Do you ship internationally?
Yes! We ship worldwide. International rates are calculated at checkout. Please note that customers are responsible for any customs, duties, or import taxes.
Do you offer Local Delivery?
Yes! We offer local delivery through Trexity for a $7 flat rate. Next-day delivery is available to the following postal code prefixes:
J8P, J8T, J8X, J8Y, J8Z, J9A, J9H, J9J, K1A, K1B, K1C, K1E, K1G, K1H, K1J, K1K, K1L, K1M, K1N, K1P, K1R, K1S, K1T, K1V, K1W, K1X, K1Y, K1Z, K2A, K2B, K2C, K2E, K2G, K2H, K2J, K2K, K2L, K2M, K2P, K2R, K2S, K2T, K2V, K2W, K4A, K4C, K4M, K4P
Products & Services
COMING SOON: Yarn Winding Service!
Want to start your project the moment your package arrives? We are happy to wind your yarn for you! To help you choose the best option for your project, here are three important things to keep in mind before you check the box:
Ready to Stitch: Having your hanks wound into neat, centre-pull cakes saves you time and prevents accidental tangles at home.
Final Sale Policy: Once a skein or hank has been wound into a cake, it puts a small amount of tension on the fibres. Because of this, all wound yarn is final sale and cannot be returned or refunded.
Shipping & Pickup Time: Choosing to have your yarn wound may add up to an additional 24 hours of processing time before your order ships. If you choose winding for an in-store pickup order, you might need to come back the next day to pick it up.
Please Note: Unsure about your colour choice or project? We recommend receiving your yarn in its original form. If you change your mind later, we're always happy to help you find a Swift or Ball Winder to build your own home studio!
What is the difference between a ball, a skein, and a cake of yarn?
Good question, long answer!
A Ball: A round mass of yarn that is oh-so-tempting to your cat.
A Skein: Those pretty twisted ones. Once untwisted, you have a loosely wound ring shape that must be wound into a ball or cake before use.
A Cake: The flat-topped, centre-pull result of using a ball winder!
Do you offer private lessons?
Yes! We offer private lessons in 30 or 60-minute sessions. Whether you need help with a tricky pattern or a new technique, please contact the shop to book a time.
Do you carry needlework supplies?
Absolutely. We carry a wide selection of needlework items, including everything you need for cross-stitch and embroidery.
Sales & Returns
What is your return policy?
To ensure the quality of our inventory, our return policy is as follows:
Eligible for Return: Only regular-priced yarn in its original condition (unwound, labels intact) may be returned within 4 months (120 days) of purchase.
Final Sale: All needles, hooks, patterns, needlework items, gift certificates, wound yarn, and all sale items are final sale.
Note: Shipping costs are non-refundable.
Is your sale section available online?
The majority of our large sale section is in-store only. Visit us in Nepean to browse our current clearance and discounted treasures! We try to share some of these treasures online, but they go quickly.
About Our Team
How long have you been open?
We have been a proud part of the community since we first opened our doors in 1986.
Who are the W.W.W.?
That would be the Wonderful Women of Wool-Tyme!
Is everyone who works at Wool-Tyme a knitter?
Just about! Combined, our team has over 100 years of experience. While we love to knit, about half of our staff are also avid crocheters. We also have team members well-versed in embroidery and even our very own "Cross Stitch Queen"!
Visit Us
Store Location: 190 Colonnade Rd South, Nepean, ON K2E 7J5
Getting Here by Bus: We are accessible via OC Transpo. Routes 80 and 199 typically service the Colonnade Road area. We recommend checking the OC Transpo Travel Planner for the latest schedules.