We strive to provide excellent customer service and hope all of our customers are thrilled with the items they receive from Henrietta's Yarn House. But this is real-life, so we’ve listed some terms, conditions and disclaimers to make our legal counsel happy, and to protect both us and you.
Our Free Shipping offer applies to Standard/Economy Shipping by the USPS only to U.S. address, and excludes expedited, special services, non-USPS carriers and oversize item shipping surcharges. Shipping to locations outside the U.S. will incur additional charges regardless of the method of shipping. This offer is not valid on previous purchases or returned items. Next day and second day air shipping is available on some items, at an additional charge. Other restrictions may apply.
Clearance, Discontinued, "Old Stock" and Pre-owned items
Discounts for Clearance, Discontinued, "Old Stock" and Pre-owned items are specific to each individual item and apply only to those items included in the Clearance collection. Cannot be used with other offers, discounts or promo codes. Henrietta's reserves the right to remove, add or change items in the Clearance collection without prior notice. Prices cannot be applied to past purchases. Clearance collection items available while supplies last and are sold “as-is”. No refunds or returns on Clearance collection items. Other restrictions may apply.
Undeliverable and Unclaimed Order Restock Fees
When an order is returned to Henrietta's as "Undeliverable as Addressed" and/or "Unclaimed" the following steps will be taken:
- We will attempt to reach you (the buyer) and arrange for a second delivery attempt. You will be responsible for all shipping costs incurred from this attempt, and the package will be re-sent after payment of these charges has been received.
- If we are unable to reach you, or you decline a new deliver attempt, we will refund the price and tax for all items in the package, less a 20% restocking fee. Items in the package that were special ordered will be subject to a 50% restocking fee.
This includes orders returned as a result from a wrong address provided by you (the buyer), contact information or address changes made after the order was placed, deliberate refusal to pick-up/sign for/accept the package, or other reasons beyond Henrietta’s control.
Cancelled Order After Shipment – Stocked Items
We usually ship stocked items out within 24 hours of payment received. If your order is cancelled by you after shipment has been sent and posted, a 20% restocking fee will apply to your refund. The partial refund will issue to original payment account after the return is received.
Cancelled Order – Special Orders
Sometimes you want an item that we don’t stock, and we’re happy to help you get it! Special Orders are welcome at Henrietta’s, and we don’t charge extra for them. Let us know what you’re looking for and we’ll get back to you with a quote for your approval.
The quote will include an estimated time for delivery, which can be anywhere from a few days to more than a month. Placing the order denotes your acceptance of all terms described in the quote.
Should you decide that you do not want the item(s) after the order has been placed, we will unfortunately have to charge a restocking fee of 30%, which will be deducted from your order refund. And if you decide you don’t want them after they’ve already shipped to you, the restocking fee jumps up to 50%. Ouch!
Special orders that have been monogrammed or customized cannot be returned or cancelled. I mean, really, what are we going to do with a hundred “Big Bubba’s” pink and yellow baseball hats? So read that quote closely!
Returns and RefundsPlease read this section carefully - items returned to us that do not meet the conditions described below will not be refunded!!
We want you to be happy with your purchase! But if you’re not, we will accept returned items and refund the amount you paid, provided the following conditions are met:
- You must contact us to receive a Return Authorization Code before shipping any item back.
- Our return policy is 30 days from purchase date. If 30 days have gone by since your purchase, we cannot offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition, damaged or missing parts for reasons not due to our error will not be refunded.
- Several types of goods are exempt from being returned:
-- Perishable goods such as food, flowers, newspapers or magazines cannot be returned.
-- Sanitary goods, personal care items, hazardous materials, or flammable liquids or gases.
-- Gift cards
-- Clearance, Discontinued, "Old Stock" and Pre-owned items
-- CD, DVD, VHS tape, software, or other media that has been opened or with original shrinkwrap/security tape removed.
-- Items noted as "non-returnable" in the product's description
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer, unless specifically advised to do so.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
If you haven’t received your refund after 7 days:
-- First check your bank account again.
-- Then contact your credit card company, it may take some time before your refund is officially posted.
-- Next contact your bank. There is often some processing time before a refund is posted.
-- If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Refunds are for the cost of the item and tax only. Additional surcharges paid at time of original shipping to you are not included or refunded. Return shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Henrietta's Outdoors is not responsible or liable for items lost in return.
Items Damaged in Shipping
The majority of our items are shipped by the USPS, and we’ve found their services to be awesome. But sometimes, accidents happen and things get damaged in shipping. If you receive a broken or damaged item, please contact us so that we can follow up with the carrier and get you a replacement as quickly as possible.
Issues Not Covered in This Disclaimer
We can’t think of everything! Questions and issues not covered in Terms and Disclaimers can be addressed to Henrietta’s Yarn House by email or phone. Henrietta's reserves the right to change all terms and conditions without notice.
So you’ve read down this far, huh? Good for you! The truth is, we’re reasonable people, and we believe that most people just want to be treated fairly. Our loyal, repeat customers know that we will go above and beyond for them. Having said that, if you feel that you have extenuating circumstances, or severe buyer’s remorse, or really just don’t like that color, and you don’t meet the terms listed above, shoot us an email, or give us a call. We’ll work with you and find a solution that everyone can live with!