Shipping Policy & FAQ

Contact us anytime with questions! We are located in Central Florida close to the parks and attractions. If you’re in town come and visit us!

334 3rd St NW
Winter Haven, FL 33881
863-662-8288

Frequently Asked Questions

GENERAL SHOP STUFF

Are you open today? We are open our regular store hours listed on our website at the bottom of each page. We close for some major holidays and even the occasional hurricane that decides to head our way. Please keep an eye on our social media accounts (Facebook and Instagram) for unexpected shop closings.

Can I phone in an order? Yes, you can. If you call and get our voicemail it is likely because we are on the phone with another customer. Please leave us a voicemail and a Yarnista will get back to you as quickly as possible.

What forms of payment do you accept?
We accept all major credit cards: Discover, MasterCard, Visa, American Express, and PayPal. If you would rather pay with a credit card over the phone, give us a call at the shop at 863-662-8288. We do not keep your credit card information (unless you ask us to).

I bought something online already. Isn’t all my info there if I call in an order?
The in-store account and online account are two different systems. Also, we do not have access to your credit card info that you used to make your online order.

I’m having trouble ordering on your website. Can you help?
Sometimes yes, sometimes no. We can’t see what you’ve put in your cart and sometimes it’s difficult to talk someone through the process of the online ordering system over the phone. However, please call the shop as the Yarnistas are happy to process your order over the phone. 

Will all of the yarn I am purchasing be from the same dye-lot?
As often as possible, yes. We do hand-pick skeins for each order and try our hardest to give you the best matching skeins. Often with hand-dyed yarns, there is variety within batches. If we don’t feel the skeins are well-matched (and we look at these things with a critical eye as knitters/crocheters ourselves!), we’ll call or email you with options for you to choose from. We have made every effort to display (as accurately as possible) the colors of the products that we carry. We cannot guarantee that your computer monitor’s display of any color will be absolutely accurate.

Also, if your purchase is from the clearance then there is a chance that it will be from different dye lots, however, we will always call/text/email and let you know this before shipping. 

Are your shop samples for sale? Not usually. Some of the display samples actually belong to customers and are on loan to us. We generally sell the samples after the yarn it was knit/crocheted from is sold out/discontinued. Any samples that might be eligible for sale are in the clearance room. Once or twice a year we have a “sample sale,” so watch for that in our newsletter!

What does “Four Purls” mean? The owners of the shop have four children and they are their pearls — or purls in this case. The kids — Aspen, Emma, Jon Paul, and Thomas — are very much involved in the business and have practically grown up in the shop! In fact, Aspen and Emma are the primary dyers of “Emma’s Yarn” and Jon Paul runs Love and Leche, which are hand-poured lotion bars that we sell in the store. Last but not least, the fourth purl — Thomas — is currently in high school.

Is there a fee to wind my yarn? If you purchased your yarn at Four Purls we do not charge for winding yarn into cakes. We even wind clearance yarn! However, if you purchased yarn elsewhere, we may be able to wind it for you, after hours, for a small fee of $2 per 400 yards. Please inquire via email, let us know the brand and yardage and we’ll reply. We may recommend to hand-ball some skeins (even some we stock) as they collapse after coming off the winder and just generally do better as actual balls instead of cakes.

Do you carry Red Heart (or any other big box store brand)? No, we do not carry Red Heart or any other brand that you can find at a big box store such as Wal-Mart, Jo-Ann Fabric, or Hobby Lobby. We have recently been made aware of the practices of Hobby Lobby stealing hand dyers colorways and having them mass-produced on low-quality yarn in India. We are appalled by this practice and will not allow Hobby Lobby yarn to be used in any of our classes, help sessions or to be worked on in our living room. We hope you will join us in our refusal to shop at stores that continue to try to squash small businesses by stealing from them. We do have many content options such as acrylic and price ranges (balls less than $5) but in general, Four Purls is a high-quality yarn shop.

Do you have yarn in the back? The only yarn we have “in the back” is Emma’s Yarn — as we are the home store of EY we have access to the dye studio. But other than Emma’s, we do not have any back stock or hide anything in the back of any of the other lines we carry. That being said, we order often from many of our suppliers and would be happy to add your special requests to our upcoming orders — just give us a call!

Is the VICKS program still available? VICKS (our frequent buyer program = Very Important Crocheters Knitters Spinners) is no longer open to new members. If you purchased a VICKS membership while it was available then you are still getting your benefits.

What are your social media pages? We are on Facebook here and on Instagram here. 

Do you teach knitting or crochet? Yes. We have “Knitting 101” and “Crochet 101” by appointment at $15/hour. We also have regular weaving classes once a month. Special classes (techniques, etc.) are held also. Please click here to visit our classes page. Also, be sure to check our shop calendar. As soon as we are able to add classes again we will notify everyone via our weekly newsletter.

Can you help me pick out a yarn over the phone? Yes, we are happy to help you via texting, Facetime, or even email. 

Can I bring my pet with me to the store? While we would love to see your furry friends we ask that you refrain from bringing them into the store. Several of our employees have allergies. Thank you for understanding.

PROJECT STUFF

Can you help me find a pattern? Yes, we are happy to try to help you find a pattern that will suit your criteria. We recommend perusing Ravelry.com before you call us as it is a powerful pattern search engine and will likely be the exact website that our Yarnistas will go to to help you. On Ravelry, you can search for a pattern, specific yarn, designer, book, etc. 

Is someone at the store that can help me with my project over the phone? It depends on so many factors. Helping someone over the phone with a pattern is tricky. Our Yarnistas can try their best but not seeing the pattern and work-in-progress in person makes it difficult. Photos can be texted to the shop phone or sent via email with a description of the issue. If you would like in-person help, please sign up for a special help session here. 

I’m pretty sure the pattern itself is wrong. Can someone help me to figure it out? It’s possible that there is an error in your pattern. Have you checked for an errata yet? Oftentimes, the designer will release corrections as an “errata” after the original design has been published. Google your pattern name and “errata” or look on Ravelry.com or wherever you purchased it.

I want to knit a shawl/garment/baby blanket / etc. that I saw in the shop on display a while ago. Can you tell me what the pattern was? Well, we can try!! If you’ve been to Four Purls you know that we are constantly moving things around to keep it all fresh and that many of our models are part of trunk shows or are on loan from a customer. The best advice we have is: If you see something you like, make a note of it or take a photo of the tag hanging from it that says the pattern name and yarn used. 

Do I have to make a gauge swatch? For a scarf or a shawl (flat items) that you have plenty of extra yarn for — generally not. However, if your project is a garment and you’d like it to fit or in yarn, you could run out of, then yes, we highly recommend you make a gauge swatch. Making a swatch is important for not only finished size but yarn usage. Making a swatch is also helpful when using hand-dyed yarns to not only see how colors will work out but to test for colorfastness.

What is and how do I make a gauge swatch? A gauge swatch is basically a mini sample of the pattern you intend to make. Each designer recommends a specific yarn, needle/hook size, and a number of stitches per inch. A finished swatch (usually 4×4”) generally gives you an idea if you are getting the same stitch count per inch as the pattern designer intends. And if not, then you need to go either up (too many stitches/inch) or down (not enough stitches/inch) in your needle/hook size.

The pattern I want to make uses a yarn that is no longer being made. What can I use? We can help you find a substitution in the same weight category (fingering, worsted, DK, etc.) or fiber content of the original yarn. You should plan do a gauge swatch (see number 6 above) and may even want to swatch a few different yarns.

What does yarn weight mean? Yarns come in different thicknesses (i.e. skinny to fat). The order is: cobweb, lace, fingering/sock, sport, DK, worsted, Aran, bulky/chunky, super bulky. Sometimes there are slight variations in wording on patterns, such as “light worsted.” — a DK weight could be used in this instance. Note: Four Purls does not carry cobweb weight.

I need a particular lot number for my color. Can you find it for me? We can see if any of our current stock matches your lot number (and if you bought it from us, it’s very possible we have the matching number). Beyond that, it gets extremely difficult to find exact lot numbers. Sometimes you can contact the yarn manufacturer but most do not track which stockists received which lot numbers. The lesson here is usually to buy more yarn than you think you might need so you don’t run out. If you find yourself working from two distinct dye lots, you can use a technique to “work in” the odd lot. We are happy to help explain the best method for your project.

Do you offer finishing services? Yes. We all know there is a big difference between homemade and handmade knitwear, so let us help you finish your hand-knit and crocheted items so that they look their absolute best. We provide an array of crochet and knitting finishing services including minor alterations, assembly, blocking, buttonholes, repair, seaming, and weaving in ends. (Please note that in general, “finishing” includes the services just mentioned but does not mean actually finishing knitting or crocheting your project. However, occasionally exceptions are made.) We understand you have put a great deal of time and care into creating your garment, and we will do the same to help you finish your piece into the work of wearable art you intended it to be.

I don’t live anywhere near Four Purls; can I mail in my project to be finished by your finisher? Yes but please call in advance to let us know it’s coming and what your finishing needs are. Also, please include details with your project when you mail it in (we get packages all the time and it can be tricky to keep track of who sent what and why if there is nothing included with the package but the project itself). You will be charged for the finishing work itself and the cost to mail it back to you. 

My dog ate a hole in an old afghan my grandmother made. Do you fix crochet or knitting projects? It depends on many factors. We have a talented staff who loves to help our customers; they will listen to your needs and ask each other to see if anyone is available to fix your project and do their best to match the yarn. 

WEBSITE + EMAIL STUFF

Can I purchase something online and pick it up in the store?
Absolutely! Just choose the “pick up in-store” option and we will hold it at the shop for you until you get here. You must pay for the item at the time of sale. This is a great way to avoid shipping costs while ensuring that your item will be in stock when you arrive. Note: Our Florida customers have oftentimes indicated “local pick up” on their online order when they did not intend that — if your order does not go over our $75 free shipping threshold (not including state tax) then you will receive an email indicating your order is ready for pick up. So, if you need it shipped, please call the shop and we will process your credit card over the phone for the shipping costs.

Where’s my order? Please note we try to get orders processed the same day or the next. Occasionally, we experience a backup of orders and we do our best to get shipments out in the order they are received. Sometimes, we need to get the yarn from the dye studio of Emma’s Yarn and so there is a slight wait as your order (or part of your order) is being dyed.

In the meantime, please check your tracking number, which was emailed to you automatically when we purchased your shipping. Look in your email for an email with the subject line: “Your Four Purls Yarn Shop order is now complete.” If you cannot find this email, please check your spam/junk folder. If you still cannot find this email, it is possible we haven’t processed your order and shipped it yet. Feel free to send us an email for an update!

Also, please note if you ordered something that was indicated as a “preorder” then we will get it to you just as soon as we get our hands on it.

Where’s my tracking? Your tracking number is about halfway down in the email titled: “Your Four Purls Yarn Shop order is now complete.”

I think my package is lost. Your package is likely not lost—it’s likely taking the scenic route to get to you. We’ve experienced a package destined for NYC taking a detour to LA (no kidding), or the time a package on its way to Denver made a quick stop in Puerto Rico (also not kidding). Please understand that once the package is picked up from the shop by the USPS postal worker it is literally out of our hands as to the route it takes to get to you. We have zero control over it after it leaves the shop. Please have patience and just keep an eye on your detailed tracking. 

How do you ship? Generally, we ship via USPS. If you have special instructions (such as you’d prefer a different carrier) please contact us before placing your order.

What are the shipping costs?
Shipping costs are based upon distance and weight. The shipping calculator will indicate the actual cost of shipping as determined by USPS.  We do not charge a handling fee, we only charge the USPS cost to ship.

If I live outside the United States, will I have to pay customs fees?
Customs fees are determined by your own country’s customs agency. As a retailer, we are required by law to mark customs forms with the actual package contents, their value, and as “merchandise.” Shipping costs at checkout are for your package’s postage payment only. You may incur an additional fee via your country’s specific agency requirements, which is the responsibility of the customer, not of Four Purls.

How do I get your weekly newsletter? Sign up here. 

I signed up for your newsletter but can’t find it. Please check your junk or spam folder and make sure to mark it as “safe” or add [email protected] to your “white list.” If you still can’t find it please contact us.

Can you wind my yarn before shipping? We sure can. Please note your desire for winding in the “notes” section upon checking out online. Please note that yarn that has been wound is not eligible to be returned — this is store policy.

What is your return policy? To return an item to the shop, it must be in original condition (unused and not wound in a skein), within 30 days of purchase and with an accompanying receipt. You will receive store credit for your return.

I signed up for a class but cannot make it. Can I get a refund? We are happy to give you shop credit in the amount you paid for your class.

What if I did not receive the correct items in my order?
We put every effort into ensuring orders are packaged correctly, but occasionally we do make mistakes. If you discover something wrong with your order, please let us know either by phone at 863-662-8288 or email [email protected]. We will do everything we can to make it right. Including sending prepaid postage for the incorrect item to be returned

Can I return something for cash or a refund on my credit card or PayPal account? Due to the fees incurred by the latter two options (Paypal charges a 3% fee to refund your order), we will refund your return with a store credit or timely merchandise exchange. Cash returns are only processed for $10 or less.

I’d like to do a straight exchange for a different color but I don’t live near the shop. How can we do this? There are two ways. 1) Purchase the color you’d like and we’ll ship it out right away, and you send back the yarn at your leisure, or 2) Send us back the unwanted (and unwound) yarn first and upon receiving it we’ll mail you the new color. In either scenario please contact us first to let us know about the situation and include a note with your return. Our staff rotates through the week so your note is very helpful. 

Please note: All sales are final on all clearance, needles, books, patters, Trunk Show and Consignment items. Shop credit will be given on returns of yarn within 14 days of purchase for items that are in new, sell-able condition (unwound yarn only).

EMMA’S YARN

Can I get Emma’s Yarn from Four Purls? Yes. We are the home store store for Emma’s Yarn. Emma is the “third purl” (out of the four) and she and her sister, Aspen (the first purl), are the primary dyers of Emma’s Yarn.

How did Emma’s Yarn start? When Emma was 15 she dyed some yarn as a homeschool assignment to learn proportions. She was very good at it and customers started requesting repeats of certain colors and making special requests. She tracked her “recipes” and was able to repeat colorways successfully. Not long after Emma began, her sister Aspen graduated college and became the manager of Emma’s Yarn. Today you can find Emma’s Yarn in about 145 stores in the US, three in Europe, and one in Japan. 

I own a shop and would like to be a stockist of Emma’s Yarn / I carry Emma’s Yarn in my store and need to contact them. Can I call Four Purls to reach Emma’s Yarn? No. Please send Emma’s Yarn an email here. Our 4P yarnistas cannot connect you to Emma or Aspen. Emailing is your best avenue to reach Emma’s Yarn.

I ordered some of Emma’s Yarn and haven’t received it yet. Please note that we aim to ship the same day or within a few days at most. Yet occasionally we experience a back up of orders of Emma’s Yarn. Also, note we do our best to ship your skeins that look like they were “born on the same day.” So, if you order 5 skeins of a particular color and we go to pull those 5 in stock… and 3 looks like they were born on a different day than the other 2 (not uncommon with small-batch hand-dyes), we have Emma or Aspen dye you 5 new skeins so that you receive the best results possible in your finished piece. So, occasionally there is a slight wait and we thank you for your patience!

Why can’t I order yarn on Emma’s Yarn website? Because that website is for wholesale orders / stockists only. You can see the colors on EmmasYarn.com but you need to order it from Four Purls (or any other stockist that is listed on that site). Aspen and Emma strongly believe in supporting local yarn shops as they are the backbone of our fiber communities. If you own a yarn shop and would like to join the waitlist to become a stockiest you can email them.

Download printable fiber funsies:

My Four Purls Yarn Shop Wish List

My Maker’s Project Planning Sheet