FREQUENTLY ASKED QUESTIONS
Don't see an answer to your question? We've got you! Please e-mail email@example.com
Our support hours are Monday - Friday from 10AM - 5PM CT. Please allow 24 - 48 hours for a response.
* SUBSCRIPTION BOXES *
Q: Am I able to see what's in the most recent subscription box before it ships?
A: Yes! Our main subscription box shipment's go out on or around the 7th of the month. Vickie reveals what items have been hand picked for you every month in an unboxing that happens on the 3rd at 12pmCT. You can watch them live, or the replay after, on Vickie Howell Facebook page.
Q: When will I be charged for my monthly subscription box?
A: Our monthly subscriptions automatically renew on the 6th of the month. Our multi-month subscriptions (i.e. monthly subscription pre-paid in chunks) , are renewed on the 6th of the month, too, but only in the 3, 6, or 12 month increment that the subscriber has chosen.
Q: How do I get my 5% subscriber discount?
A: All active YarnYAY! subscribers will receive a digital coupon code for 5% off in the YarnYAY! shop, every month. This is a one-time use code that will expire at the month's end. Codes are delivered via email between the 6th and 7th of each month. Discounts may not be combined and do not work on subscription products.
Q: When will my subscription box ship?
A: Standard subscriptions ship on the 7th of the month (unless that falls on a Sunday or holiday). Our Opt-in Early Subscriptions (see below) ship on or around the 2nd of the month.
*Please note : New subscriptions placed after our initial ship date(s) will go out within 2 business days from the initial order for that first box. All subsequent boxes will ship with the Standard shipments.
Q: How do I update my shipping and/or billing address?
A: Simply log into your account by going here.
To update a SHIPPING address: click on “Shipping Address”, then click on the arrow where the address is listed. This will then take you to a new page to update your information. Make sure to scroll all the way down to click “Update Shipping Address”. This must be done by 10:00 pm CT on the 4th of the month to prevent shipping issues. If you are in the middle of a multi month subscription please email us to verify the update.
To update a BILLING address: click on “Billing Information”, then click on the arrow where the address is listed. This will then take you to a new page to update your information. Make sure to scroll all the way down to click “Update Billing Address”. This must be done by 10:00 pm CT on the 4th of the month to prevent shipping issues.
If you’re having trouble, you can email firstname.lastname@example.org for help.
Q: How do I update my credit card information?
A: To update credit card info, log into your account by going here. Click on "Billing Information", then click on the arrow in the "Payment Method" box, which will then take you to a separate, secure page. Enter your new card info there. Be sure to scroll down to click "Update card" at the bottom!
If you’re having trouble, you can email email@example.com for help.
Q: I'm a month-to-month, box subscriber. Can I skip a month without cancelling my subscription?
A: Yes, you can. However, you must skip by 10:00 pm CT on the 4th of the month to guarantee that you won’t be charged for or receive the subscription pack in question. Early Opt-in subscribers must skip no later than 10:00 pm CT 3 days before they will be charged, on the 1st of the month.
To skip: log into your account by going here. Click on "Subscriptions", then click on the active Subscription you would like to skip. This will take you to a new page, scroll all the way down and you can click “Skip this Order”. You should see this verified in your “Upcoming Orders” page with a tag saying “Skipped”. If you need any further assistance, please email firstname.lastname@example.org. Early Opt-in subscribers must skip no later than 10:00 pm CT 3 days before they will be charged, on the 1st of the month.
Q: I'm a multi-month subscriber. Can I skip a month?
A: No. As of March 2021, we can no longer allow skips for multi-month subscriptions.
Q: Will my subscription automatically renew?
A: Yes, all subscriptions automatically renew on the 6th of the month. You can, however, log into your account and cancel at any time. Please note that cancellations that occur after the deadline of the the 4th of the month will then go into effect the following month. Cancellations for multi-month subscriptions will end at the end of their prepaid months.
Q: How do I cancel my subscription?
A: Login to your account by going here. Click on "Subscriptions", then click on the active Subscription you would like to cancel. This will take you to a new page, scroll all the way down and you can click “Cancel Subscription”. You should see this verified in your “Subscription” page with a tag saying “cancelled”. Please note that this MUST occur before 10:00 pm CT on the 4th of the month to be applied to the current month's subscription.
Early Opt-in subscribers must cancel no later than 10:00 pm CT 3 days before they will be charged on the 1st of the month.
If you need any further assistance, please email email@example.com.
Q: Can I give a subscription as a gift?
A: Yes, we'd love that! Simply subscribe under the giftee's name, for whichever plan you choose, and include a gift message in the "Notes" section. We'll take care of it from there!
Please note: If you don't want your gift to automatically renew with the next cycle, you MUST log in and cancel the subscription before that happens.
Q: How do I join the Opt-In Early Shipment Listing?
A: Early Opt-In shipping is great for subscribers who like to be surprised and hardly/never skip. You can email us at firstname.lastname@example.org to be added to the listing.
* NON SUBSCRIPTION-RELATED PRODUCTS *
Q: Can I expect any pandemic-related delays to my shipment?
A: Due to the challenges posed by the current global COVID-19 situation, some shipments may be delayed or refused before delivery. Please check the tracking information provided at the time of shipment. Thank you for your patience and understanding!
Q: Do you ship internationally?
A: Yes we do! Our regular Shop products are available with different, international shipping rate options. Our subscription boxes have a flat, $20 shipping rate.
*Please note that YarnYAY! Is not responsible for any additional charges encountered as packages move through customs.*
Q: When will my shop order ship?
A: Currently, all shop orders are processed on Tuesdays and Thursdays. You will receive tracking information once it ships.
Q: Will I get tracking information for my order?
A: Yes, you will receive an email with tracking information when your order ships.
Please note: Once we've printed your shipping label, it may take a day or two for the tracking information to populate.
Q: Do you take returns?
A: Currently, we do not take returns on monthly subscriptions or shop purchases unless there is a manufacturer’s defect OR you were sent an item in error.
Please feel free to check out our YarnYAY! Buy/Sell/Trade Facebook group, though.
Q: How do I use Afterpay?
A: Afterpay allows you to split your payments on a purchase into 4, interest-free installments. To use Afterpay, simply choose it as your form of payment at checkout and follow the instructions. Having issues with Afterpay? Please contact their customer service team via www.afterpay.com. *Unfortunately, Afterpay cannot be used for subscription products. Please purchase those separately.
Q: I need help with a pattern from one of the subscription boxes. Where should I go?
A: No problem! We have a Tutorials Playlist on Vickie Howell's YouTube Channel. We also have a very supportive YarnYAY! Facebook Group filled with YarnYAY! team members and community members who are happy to assist. You can join it by going here.