General Subscription Questions
How do subscriptions work?
The charge for the first subscription will occur at the time the order is placed; after that the payment will be automatically charged on the same day of the following month according to the frequency chosen. For example, if you place your first order on March 8th, and choose to receive a new order every three months, your next payment will be June 8th.
The order will then be shipped out or marked as ready for local pickup on our next business day, Monday through Friday.
While we will do our best to ensure your product is in stock, there may be times when we are out of stock, and we will inform you as soon as possible.
Please note that 14 days before the next payment comes out, subscribers will receive an email, alerting them to the charge so they have plenty of time to change quantities, update the shipping address, update payment info, or skip/cancel the order.
Note: yarn subscriptions are a bit different, more details can be seen further down the page.
How do I make changes to my subscription?
Some changes, like skipping the subscription that month, you can make yourself, you will just need to create an account in order to do so (or log into your account if you have one). Once you have an account, click on the word Subscriptions (just above order history) and select the subscription order you want to make changes to. If you encounter any difficulties, or have any questions, please let us know so we can assist you.
Where possible, you will also be able to switch to a different linked subscription product, like switching to a different scent of Soak.
Can I add more in-stock products to the order?
Absolutely, just contact us before you get your shipping/pick up notice, and we can create an order that will combine shipping or add your in-stock products to your local pick up order.
If shipping: If you've already placed an order, just let us know before you get your shipping notice, and we will hold the order and combine shipping, refunding any difference. We cannot combine shipped orders once a tracking number has been created.
You cannot add in-stock products to the subscription order itself, you can only add linked subscription products.
I've attempted to add additional subscription products to my order but when I hit confirm, nothing is happening. What's going on?
This happens for one or two reasons. First, you may have missed checking the box agreeing to the new subscription amounts, and this prevents you from proceeding. If that box is checked, and the Confirm button remains grey and not black, that means there is not enough stock available for the new items you’ve chosen. The easiest way to find out how much stock is available is to go to the appropriate product page, and see what the stock levels show (unfortunately, there isn’t a way for us to show stock levels when editing orders).
I have enough rewards points to use a discount code, is that possible?
Yes! First, you will need to redeem your points for a discount code in the rewards program. If this is your first order, you can add your code at checkout. If this is for a future order, you can enter a discount code to be applied to your next order by editing your order in your account - just click on Subscriptions, then select the subscription you want to apply the code to, then edit. Add the code to the Discount Code box, then apply.
Codes generated from redeeming points are one-time use only, so they will only apply to the next order, and you will need to repeat the process with a new code for future orders. Because points are earned at the time the purchase is made, we cannot edit previously paid orders to retroactively apply discount codes and refund the difference.
Can I switch between local pickup and shipping?
Absolutely! If you haven't been charged yet for the next order, you can make the change in your account. If payment has been made but an order hasn't shipped, please make the change in your account for future deliveries, and contact us about the upcoming order so we can make adjustments to refund or charge shipping. Once the order has shipped, any changes made will only affect future orders.
I don’t want my next order, should I cancel or skip?
For regular subscription products like Soak, you can choose to just skip your order, so stock will be available for your next scheduled order. If you cancel, then we do not take your subscription into account when managing our inventory, and it is possible that a product could sell out around the same time as you are ready to subscribe again, especially if we have a big event happening around that time. Rest assured we will restock, it just might take awhile to come in, especially if the supplier is out of stock as well.
How many times can I skip my order?
If the subscription is for a product like Soak, and not a yarn subscription, you can skip as often as you want. Yarn subscriptions are treated a bit differently, please see the yarn subscription section further down the page for more details.
Can I make my payment early or permanently change the date?
You can make an early payment in your account, just select the subscription you want to pay for and click Charge Now. Note that this will not change when the product will be ready for you. If you would like to adjust the date going forward, please contact us so we can make the change.
My payment information has changed - how do I update it?
Payment information can be made in your account, select Subscriptions, then any subscription you need to change the information for, and select Update under the payment information.
How do I cancel my subscription?
You can cancel the subscription at any time by logging into your account and canceling the desired subscription(s). If you are canceling after a payment has been made, but before the product is shipped/ready for pick up, that order will not be cancelled and refunded - it will only affect the subscription for future cycles.
Yarn Subscription Questions
How do yarn subscriptions work?
With the exception of the very first subscription of its type offered, which will open a day earlier, new subscriptions will open on the 2nd - 4th of the month before the product is ready to be shipped.
The charge for the first subscription will occur at the time the order is placed; after that the payment will be automatically charged on the first day of the month before the subscription will be ready for shipment/pick up (ex, if the subscription ships in January, payment will be December 1).
Orders will be dyed and prepared for delivery and pickup over the next ~4 weeks. Orders will be ready for shipment between the 1st and 7th of the next month. Shipments will be sent by Canada Post on Monday through Friday, and will be marked as ready for pick up on our first business day after the first of the month. We picked a range of the 1st to 7th of the month to account for weekends, holidays, vendor events, shipping delays, and our normal business hours.
Please note that 14 days before the next payment comes out, subscribers will receive an email, alerting them to the charge so they can change quantities/bases, update the shipping address, update payment info, or skip/cancel the order.
What does the timeline look like for yarn subscriptions?
As an example, let's look at a subscription that ships in January:
November 18 - payment reminder email sent out to current subscribers.
December 1 - payment charged, no changes can be made for January subscription.
December 2 - 4 - subscriptions open to new subscribers, if space available.
January 1 - 7 - order will ship or be ready for local pick up at shop (after notification sent).
Please see the calendar at the bottom of this page for dates for all yarn subscriptions.
I’d like a sneak peek of the inspiration photo/colourway palette, and/or I just want to see the actual skein of yarn before I decide if I want to go ahead with the next subscription. Can I see it?
When asked about this in a survey, just over half of the respondents wanted to see inspiration photos/palettes, while about 30% wanted to see the actual colourway, and just under 20% wanted a total surprise. We decided that the best way to handle this would be to provide a link to the palette, and a separate link to the actual colourway. These will be added to the subscription product descriptions 14 days before payments are charged.
I have some colours I’d like to suggest for an upcoming subscription, how would I do that?
Current yarn subscribers can fill out a form to submit palettes and inspiration photos at any time that they are actively subscribed. The link to the form can be found at the bottom of the product description for each subscription.
We will review submissions and add them to a collection to potentially use at a future date. Not all submissions are guaranteed to be used. Please be aware that we will most likely turn inspiration photos into colour palettes so that it’s clear which colours are being used, and so that we don’t run into any copyright issues by using photos.
For yarn subscriptions, how many of each colourway will you be dyeing up at a time?
Currently, there are 96 skeins (combined total) of Barbury Sock, Fosbury Sport, and Fosbury Worsted available for each subscription.
Are all the colourways going to eventually be available to purchase online/in the shop?
All subscription colourways will be exclusive for a minimum of 6 months after shipping. After 6 months have passed, they may become part of our regular lineup at some point in the future, they may be made exclusively for wholesale accounts (which may be on different bases), or they may appear in kits like countdown calendars or in swag bag prizes at vendor shows. Some colourways will only ever be available once!
Can I order yarn subscriptions on more than one base?Yes! If this is your first order, then you can add the desired bases/quantities to your cart and check out. If you are adjusting a current subscription, then you can open your account, select Subscriptions and the appropriate order number, then click on the Add Product button to select the other base(s). Additional skeins are subject to availability.
I really loved the yarn I just received in this month’s subscription, can I order more right away?
Unfortunately, we won’t have extra stock on hand, so you will need to wait to see if the product becomes available as part of our regular line up. New product announcements are always available first to newsletter subscribers, who get an early peek and chance to buy on Shop Update days.
If I choose to pick up my yarn subscription will it always be ready on the first of the month?
Not necessarily, because there may be times that the 1st falls on a day that we are closed (either due to our normal business hours, holidays, or because we are at an event). You will receive an email when your order is ready for pickup, at which time you can come in during our regular business hours or book an appointment to pick up outside of our regular hours.
What about if I want more than one skein?
When checking out the first time, please select the number of skeins you would normally want (this will secure that number for you). In future months, if you would like to adjust the number going forward, you can log into your account, select Subscriptions, and change the quantity (note, if you want to increase, it will depend on availability).
What if I want more than one yarn subscription? What if I want all of them?
The subscriptions are set up so that you can pick and choose which ones have the colour tones that are the most appealing to you, instead of setting up a full year as the only option, which will likely have higher fluctuations of people opting in or out for that month based on the colours. If you want to subscribe to more than one colour tone option, please feel free to do so when the next one of that kind opens!
I’m looking at one of the yarn subscriptions, and I can’t order anything/get a 404 error for the link I saved. What’s happening?
Because there is a window when yarn subscriptions are open to order, there are actually 2 yarn subscription product pages for each product. If you are not a current yarn subscriber, then one product page is active whenever the product is NOT open to new subscriptions, and is up for information purposes only. It does not have any stock, and never will.
When the subscription opens up to new subscribers, the information-only page is hidden from the 2nd to the 4th of the month, and the product page where you can actually place an order is unhidden. This will have the correct amount of stock available, which we have to adjust manually after current subscribers have finalized their orders/payments. On the 5th of the month, it will be hidden again, and the information-only page will be unhidden, until the next time the subscription opens.
The information-only page will include “Yarn Subscription Information” in the title.
Can I make my payment before the 1st of the month?
Yes, you can do that in your account, just select the subscription you want to pay for and click Charge Now. Note that this will not change when the product will be ready for you.
Can I change the frequency of my yarn subscription?
Sorry, although it appears to be an option in your account (and is available for other types of subscriptions), we only have one frequency available for yarn subscriptions.
Can I return or exchange my yarn subscription?
Yarn subscriptions are treated the same way as a custom order is, and because we may not be carrying that colourway again, we can't accept returns or exchanges, unless there is a product defect.
I don't want this month's yarn subscription order, should I cancel or skip my payment?
If you cancel your order, you will no longer have a spot reserved for subsequent months, and may need to wait until there is an opening later on.
If you skip your order, you will still be subscribed for the following month, and won't lose your spot in the subscription. If you choose to skip, please read the next section.
How many times can I skip my yarn subscription order?
We only have a limited number of spots open for each base so that we can accommodate all orders. Because your spot in the subscription is held for you when you skip, your subscription will be cancelled by us if you skip your subscription twice in a row. You can subscribe again later if a spot is open!
I skipped my order, but changed my mind. It’s after the 1st, but before the 4th of the month. Can I change this?
You won’t be able to change it yourself, please contact us.
If you change your mind after the 4th, we won’t be able to make any changes.
I have a subscription to Soak, can I combine my two subscriptions so they arrive at the same time?
If you would like to do this, just let us know and we can change the date of your Soak subscription to align with your yarn subscription, and if applicable, refund any shipping overages.