When you place your order through our certified secure shopping cart, you can select the payment method of your choice.  As you order each item, you will be shown a list of all your selections and their prices. You may change quantities and delete items from this list whenever you choose.

Once you have selected everything you want, click “Check Out.” When you have entered the required information and are satisfied that your order is correct, submit it.  Do NOT close your browser window until after you see an Order Confirmation screen – early closure will abort the transmission and we will not receive your order. If you have questions or encounter difficulties, please don’t hesitate to contact us.

We ship most orders the day after we receive them — if you order on a Tuesday, we ship your items out Wednesday morning. Friday and weekend orders are shipped Monday morning. U.S. orders are shipped for free using First Class Mail. You may pay extra to upgrade your order to Priority or Express shipping.

International orders of $100US or more are shipped for free using International First Class Mail. You may pay extra to upgrade your order to International Priority or International Express shipping.

Sometimes an item is out of stock; you’ll see a note about a wait time just above the Add To Cart button when you select the item. You may still order it and we will put it on backorder. Most backordered addi items take about 1-3 days to arrive, though some may be backordered at the factory in Germany and take longer to arrive. Most Fleece Artist and Hand Maiden items usually take between 2-6 weeks to arrive, depending on yarn base availability and time of year. Average wait time for each yarn will be given on ordering page when yarn is selected.

If your order contains short-term (1-3 day) backorders, we’ll hold your order and ship it when it’s complete. If your order contains long-term backorders, we’ll ship in-stock items immediately and the backordered items when the new supply arrives. If the destination is international, we will always hold everything until the order is complete.

Your payment is completed in full at the time of checkout, including for backordered or pre-order items. Please provide a phone number if possible. We will only contact you if we have questions or issues with your order. We do not sell or give out our customers’ contact information for any reason. If you have questions, please do not hesitate to contact us.

Domestic Shipping:

FREE SHIPPING inside US, APO, FPO, Protectorates for all orders of $100US or more; orders under $100 will be charged actual USPS shipping costs. You may choose to upgrade shipping on any order for an additional cost.

International Shipping:

FREE SHIPPING on all orders of $300US or more; orders below $300US pay actual shipping costs (including insurance where available) for standard shipping methods. You may choose to upgrade the shipping method for an additional cost.

• Please also note that your country may apply customs and/or delivery fees. These fees vary from country to country and Twitchy Hands Creative, Inc. is not responsible for them, even if your order qualifies for free shipping.
• We cannot include inaccurate value declarations on customs forms, as this is illegal. However, we do not include shipping fees in the total value.
• Due to USPS regulations, the maximum value of packages being shipped internationally is $400US. If your order has a total value over $400, we will break your order up into smaller packages.
• At this time, we are unable to guarantee delivery to any international countries. Please note that the purchaser assumes the full risk of orders shipped outside of the US Postal Service coverage area.

IMPORTANT NOTICE – Due to the VAT system, we are currently unable to ship to the UK. We sincerely apologize to our UK customers!

Shipping Policies:

• All orders are shipped via USPS only. Please be sure to give us an accurate postal mailing address.
• We will choose the most economical shipping method for your order.
• If multiple orders are placed in a single processing day or over a weekend that are going to the same shipping address, we will combine the orders into a single shipment and refund any surplus in shipping costs back to your account.
• If you have backordered items, we will hold your order until it is complete. If you prefer us to ship one or more partial orders, you may choose to pay additional shipping for additional shipments.
• Backordered items ship via First Class Mail.
• If you are paying for expedited shipping (Priority or Express), and would like your order to go out the same day it is placed, please e-mail us at hello@twitchyhands.com to let us know.  We will do our best to accommodate you. All other expedited packages, and packages that ship for free, will go out the following processing day.
• If your order ships and is returned to us because you provided an incorrect shipping address, you will be responsible for the cost of re-shipping to the correct address. If you decide to cancel the order rather than re-ship, we will refund your total less our original cost of shipping (if your order shipped for free).
• If your package is returned to us marked “unclaimed” by your post office, you will be responsible for the cost of re-shipping. If you prefer a refund, if less than 30 days has passed since your order, we will refund you for the original cost less the cost of shipping. If more than 30 days has passed, we will issue you a store credit for the cost of your original order less the cost of shipping.
• If a package has been marked delivered by the post office, we consider it to have been delivered, and we cannot be responsible if you have not received it. Your next step will be to contact your local post office. Please provide a secure mailing address for receiving orders. If you have an unsecured mail box, you may wish to have your package delivered to an alternate address.
• If you would like to add signature confirmation or additional insurance to your package, please contact us and we will be happy to help.

If a package is lost in the mail:

• Thankfully, this happens only rarely. However, please be aware that for domestic shipments, we will need to wait 10 days after the last recorded entry in the USPS Tracking History (visit www.usps.com to check tracking history) before initiating a lost package search request. The USPS may extend the amount of time required to declare a package lost during high-volume seasons (e.g. the end of year holidays) or during worker shortages (e.g. widespread COVID-19 outbreaks). We will always default to the current USPS lost package requirements. If a package can reasonably be determined to be lost in the USPS system, we may choose to re-ship or refund your order. If a package can reasonably be determined to have been lost or stolen after delivery, we will not re-ship or refund your order. Please provide a secure delivery address.
• For international packages, we must wait a minimum of 30 days before initiating a lost package request. We do not guarantee delivery for international packages, so will not re-ship or refund these shipments. However, we will of course do everything we can to track down your missing package.

If you have any questions or encounter problems, please contact us!

If any item arrives damaged or defective, contact us and we will arrange to replace it as soon as possible.

A note about yarn: Please understand that no two yarns or kits, even of the same colorway, will ever look exactly alike. We always photograph every new dye lot of yarn that comes in, but skeins within the same dye lot can vary quite a bit; and of course, the yarn image may vary from monitor to monitor. Colorways may vary from one batch to another – this is part of the artistry of Fleece Artist and Hand Maiden yarns and is not a defect.

If you decide that an item does not meet your needs, we will be happy to issue a store credit or refund for items returned in a sale-able condition within 30 days from the original date of shipping (we will be flexible if an item was delayed within the USPS). Please note: items that have shipped free and are returned for reasons other than our error or product defect will have the original cost of shipping deducted from the store credit or refund. If you prefer to make an exchange, we will not deduct the original cost of shipping from your store credit, but we will charge shipping for the replacement package. Purchase of expedited shipping (Priority, Express, etc.) cannot be refunded for any reason.

Sale-able condition, for yarn, means that the skein is still intact, including tags; it has not been wound into a ball, and it has not absorbed or been exposed to any strong odors.

Sale-able condition for tools (including knitting needles, crochet hooks, accessories, etc.) means that the item includes all retail packaging (zip-top bag, plastic packaging, or box; cardboard insert and/or any brochures or instructions), and has not absorbed or been exposed to any strong odors.

Please pack your items for return/exchange carefully — we cannot accept returns that have been damaged on their way back to us. If your returned item has acquired any odors (such as cigarette smoke, perfume/lotion, etc.), we will be unable to accept a return for any reason. If an item cannot be accepted for return, we will ship it back to you for the actual cost of postage.

Please return items to the address below. Include a note with your name, email address, and instructions for what you’d like for us to do (refund, exchange, etc.); it is helpful if you include a copy of your receipt, though not necessary. Once we receive it, we’ll refund or exchange your items ASAP. We do not provide return postage labels unless we shipped out an incorrect item.

Sales of Special Order Yarns and Clearance Corner yarns are final; no returns.

If you have questions or encounter difficulties, please contact us.

Your sensitive information is safe with us. We will never lend, sell or otherwise share any of your information with any other company or person.

Further, you will not receive any direct advertising from us, either hard copy or via e-mail. We do not currently have a newsletter, but should we create one in the future, it will be on an opt-in basis only.

All new products, inventory status updates, and other content about our shop is announced in our News and More section.

If you have questions or encounter difficulties, please contact us.

As an authorized addi dealer, all of the addi products we sell are backed by addi’s lifetime guarantee against manufacturing defects. If an addi item that was purchased from us proves to be defective, we will provide a replacement of the item at no cost. If an item arrives damaged, please contact us for immediate replacement.

We are not able to provide monetary refunds for defective items. If the identical item is no longer available, a reasonable substitute will be made. If no reasonable substitute is available, a store credit will be issued in the amount of the original purchase.

We will send replacements via USPS according to our Shipping Policy, which includes free domestic shipping and international shipping at cost. For expedited packages, the customer may pay for upgraded shipping.

The lifetime guarantee does not cover wear and tear beyond normal usage, damage caused by accidents (e.g. pet damage), damage caused by unusual use (e.g. using tools in unexpected ways), or damage caused by improper storage (e.g. rust or bent needles).

If your defective item was purchased with another retailer, you will need to contact them directly for a replacement. If the original retailer is no longer available and you are within N. America, you can contact the addi distributor to fill out their replacement request.