Got a question? Let us answer it!

Don't see what you're looking for? Please email questions(at)stashlounge.com

Shopping Online: 

I live in Calgary, but want to shop online! Do you offer location pick-up? 

Absolutely! Once you make your way though the checkout, you'll see a FREE local pick-up section! In most cases, pick up orders are fulfilled same day. *You will receive an email confirmation when your order is ready to pick-up.*

How much does shipping cost? 

Alberta orders under $140 CAD: $12 flat rate shipping

Canada orders under $140 CAD: $15 flat rate shipping

USA orders: shipping to the USA is temporarily suspended, here are the full deets.

We pay the shipping on orders over $140 CAD! 

Teeny tiny packages are eligible for a $5 lettermail option. If your order is eligible, you'll see the option at checkout. This is an UNTRACKED, uninsured option.

Fine Print: Shipping charges are non-refundable, and returned orders that received free shipping will have the shipping cost deducted from the return. 

Special orders  (including looms and spinning wheels) are subject to a shipping charge. Please see our policies for more information about shipping. 

Can I use a STASH gift card to shop online?

As of June 2023, our gift cards work in store and online. Gift cards purchased in store prior to June 2023 are still valid, but will need to be updated to work with our new POS system. Shoot us an email if you have an old school gift card that needs updating. 

Can I collect STASH points online?

Heck yes you can! If you are currently an in-store points collector and haven't used them online yet, give us a quick shout and we will add your email to your account so you can use your current points online. You will need to make an account on our website after we've added your email to your Kangaroo Rewards account. 

New peeps, just place your first order and you can start collecting points! If you create an account on our website, you will be able to redeem your rewards, too! 

What currency are your prices listed in?

Our prices are listed in Canadian Dollars (CAD). US customers may be billed in USD. 

Prices are subject to change without notice. 

Will I be charged sales tax on my order?

Canadian customers will be charged the appropriate GST, HST or PST according to your provincial requirements.  

STASH is required to collect PST on non-exempt products in British Columbia. 

Will I be charged duties or customs on my order? 

If you live in Canada, you will not be charged any duties or custom fees on your order.

As of February 5th, 2024, shipping to the USA is temporarily suspended. Here are the full deets.

International (including USA) customers may be charged duties, taxes, or fees according to your country's rules and regulations. STASH is not responsible for any duties, taxes, or fees associated with your order. 

How do I track my order? 

When your order ships, you'll receive an email from us with your tracking number. You can check the status of your order at any time by visiting the link in the email. 

Somethings not right with my order! What do I do?

Please email us at online(at)stashlounge.com ASAP and we'll help sort things out! 

What is your return policy?

Please see our full return policy for details.

Does STASH offer yarn winding?

Yes we do. In store, we can wind up to 2 skeins per visit. This is so we can ensure we have enough staff on the floor at any given time. We are always happy to hold onto your yarn and wind it for pickup later. :-) 

Online - leave us a note at checkout if you'd like your yarn wound. We recommend only requesting winding for the first couple of skeins you are going to use - winding the yarn puts it under tension which you don't want for long periods of time. Wound yarn is final sale. 

I want to join your super awesome email list! 

Yay! Check it out here!

I no longer want to be on your super awesome email list.

We're sad to see you go! You can unsubscribe anytime using the "unsubscribe" link at the bottom of the most recent email you've received. 

Will all my yarn come from the same dye lot? 

When you're shopping for yarn online with STASH, you might notice a colourway with the notation Lot-1 (or 2, or 3) beside it. This means that these skeins came from the same shipment. This way, you can guarantee that you'll be getting all your yarn from the same lot. If there isn't enough yarn in either lot, give us a call. We'll check our stock to make sure you get a good match!

What's a dye lot?

Each batch of yarn is dyed, and while companies do their best to create a consistent recipe, the colour may vary slightly between dye lots. Your dye lot is typically indicated with a number on the ball band. 

A note about colours: 

STASH does our best to ensure that our photos represent the colourway as accurately as possible. Please be aware that there will be a slight difference in colour between different devices. Remember that dye lots can be as rare as unicorns - be sure to snag enough of the colour you need, because next time, the colour could be different! As always, please get in touch if you want to see more photos of a certain colour. We're happy to help!

There's a knot in my yarn, what do I do? 

Unfortunately, knots are a part of yarny life! Industry standards dictate that there can be up to 2 knots in a 50g skein - this is highly unlikely! Most skeins contain 0 to 1 knots. If you come into a knot, our recommendation is to undo it, and weave the two ends into your work, just like you would when you add a new skein of yarn to any project. If you think you've found an especially knotty ball of yarn, please get in touch.