Shipping & Returns
NGY ships your orders in 100% recyclable mailers and boxes that are made with recycled content.
Orders containing in stock as well as dyed to order yarns will be shipped together when all yarns are complete. If you want to have them shipped separately please place two orders. Orders placed after 4pm Central Time will not be processed until the next business day.
In stock items are shipped within 1-3 business days within receipt of payment. Dyed to Order yarns will be shipped as soon as they are complete, shipping within 14 business days. During busy season when wool is in high demand most orders ship right at 13-14 business days. Dyed to order completion times are kept updated on the website in the event of holiday notices, vacation closures, or extended processing times.
We ship Tuesdays through Fridays and our business days are Tuesday - Saturday with the exception of our announced closure dates for holidays and events.
T-shirts & other logo printed items are printed on demand and shipped directly from the printer. Their processing time is normally 3-5 days but during peak shopping season it is about 7-12 days.
We offer shipping through the website via USPS First Class Mail & USPS Priority Mail. All items shipped in the US and most International locations are shipped with Delivery Confirmation.
Studio Pickup: If you wish to stop by to pick-up your order we are available for pickups during our store hours (click here for more info). We will email you to let you know when your order is complete. T-shirts and other logo printed items are shipped direct from the printer and are not available for studio pickup.
Special Information for Canadian and Overseas Orders
First Class typically takes 5-10 business days but may take as long as 2-4 weeks. Sometimes things get held up in customs and may add additional time to delivery. Priority Mail is said to take 6-10 days per the USPS.
Canadian & Overseas customers – please make sure you enter a phone number! If you do not have a phone number on your order it may slow your package down if it gets stuck in customs and they have no way to reach you. Any additional taxes/duties/customs and other fees are the responsibility of the customer.
Returns, Refunds and Cancellations
We insure club shipments & USPS Priority Mail packages automatically, the quoted cost of shipping via our USPS tool includes insurance. Don't have your package? Read on on how we can help!
USPS reports my package returned/lost/delayed/delivered and I don't have it!
I highly recommend you call your local post office first - 99% of the time calling your local postmaster finds the package within 24-48 hours. Usually it's as simple as a misdelivered package or a package that is left in the truck. Your local post office can be most helpful!
Unfortunately, if your package was stolen after delivery, mailing insurance will not cover it. Please ensure that you have your package sent to a location that is relatively secure.
If your package is listed as lost, tracking stalls for a week without movement, or the post office never delivered it and you've contacted them to no avail, please let us know. Contact us at firstname.lastname@example.org and we will let you know what we need to to proceed with an insurance claim (clubs & Priority Mail only) and get your order replacement/refund taken care of.