Shipping
We ship orders Tuesday through Saturday. Orders received before 5 PM on a business day or 1 PM on a Saturday are usually the same day; if you’d like to cancel an order, please let us know as soon as possible. (Please be aware that you will be responsible for any fees charged by the payment processor.)
It is the customer’s responsibility to verify the shipping address is correct. If a package comes back to us due to the customer’s error, it will be re-shipped once the address has been corrected or the problem has been resolved and the customer pays the new shipping charge. We will attempt to contact the customer by the phone number and e-mail address on file; if we do not receive a response within two weeks the returned package will be considered abandoned.
We offer shipping through the US Postal Service and UPS. Online orders will be given shipping options. The automated postage system is very reliable with predicting costs. There are exceptions. If the system over-charges for shipping, we will refund the difference.
If our site says that it cannot ship to your location, e-mail us at centaur@coppercentaur.com–we can work it out! Please be aware that any local taxes, tariffs, or fees are the responsibility of the customer.
We do not have easy access to DHL or FedEx drop-off locations.
Magazine back issues are shipped first-class mail as they do not qualify for media mail. Returns and exchanges are not accepted on magazines.
APPLE PAY CUSTOMERS: Please double check the shipping address. Apple’s system can be challenging to update shipping addresses. It can autofill forms with the older information.
UPS ORDERS: We can drop off UPS orders until approximately 5 PM on weekdays. UPS limits Gound Shipping only to the work week (Monday-Friday) in this area.
LOST PACKAGES: If your package is lost in the mail or has been misdelivered, please contact us immediately. Time is of the essence. The public tracking information that you see is exactly the same information we can access. USPS has much greater information available. On their internal reports, they can see includes package details, weight, size, photos, container numbers, time/date stamps, and most importantly GPS stamps.
** If a package is lost in transit, it is important to submit a Find Missing Mail Search. Seven days must have passed. Contact us. We can submit it. There are a number of scenarios one will encounter. 1. The package is sitting in a container on a dock–waiting to be processed. Depending upon staffing issues, this can be a lengthy waiting period. 2. Misdirected. Packages can end up in different parts of the country. One has to be patient as it finds its way to the customer. 3. Scans may not be recorded. We have seen packages travel across the country with only two scans: accepted and delivered.
** If a package is misdelivered, the GPS stamp can identify the last location where the last scan occurred. Time is of the essence. It is best for you to contact your local post office and speak to the supervisor. If you want to see your package, be polite and calm. On a daily basis, USPS staff deals with many irate and hostile people. Do not be one of them. The manager can access this information and quickly determine what most likely occurred. There will be two options: the supervisor can send the carrier back out to try to retrieve the package; or provide you with the address. The recipient of misdelivered packages will do one of three things: toss it in the trash, keep it, or return it to the post office as misdelivered mail.
** If the package was delivered to the correct address, check with other housemates. You will be surprised at home many times another person will bring the mail inside, set it down, it becomes covered with other objects, and the final recipient is not told about the package. Another scenario is the carrier might have “hidden” the package. Look for those places such as behind furniture, plants, or boxes, under seat cushions, etc. If that doesn’t work, ask the carrier.
** Filing a claim. We cannot immediately file a claim until a prescribed period of time takes transpires. The post office needs time to correct the issue. If you the Find Missing Mail Search was not activated, the claims process is more difficult. The claims process is NOT fast. It can take up to six months to complete. USPS will deny valid claims. This requires filing appeals and secondary appeals. Patience is mandatory.
Colors and Dye Lots
All photos depict the original product as accurately as possible; it is impossible to get a perfect photo due to differences in cameras, monitors, and dye lots. When possible, color charts are posted for comparison. The customer is responsible for return shipping costs if they judge that the color does not match the photo.
We will attempt to match dye lots, but matching dye lots cannot be guaranteed, especially in the case of hand-dyed yarn or discontinued products. If matching dye lots are crucial to your product, please call or e-mail us before ordering. If the customer does not specifically request the same dye lot, we will ship the available product. If the customer requested the same dye lots, we will notify the customer of the issue.
Returns, Exchanges, Cancelations, and Refunds
Please contact us within 7 days of receipt if there is a problem with your order. Returns and exchanges must be shipped back to us within 14 days of receipt to the authorized return address.
Intellectual property such as printed items (patterns or books) is not returnable and all sales are final.
Any items returned or exchanged must be in their original form (skein with skein band, spool, etc.) and packaging and free of dirt, damage, or odors (pets, smoke, etc.). If the customer requested that the skein be wound, the sale is final. Bead packages must be unopened.
If the customer cancels an order prior to shipping, the customer is responsible for any fees charged by the payment processor.
The customer may alter the order prior to shipping.
Once the package is shipped, the customer pays shipping on returns or exchanges due to customer error; we pay shipping on returns or exchanges due to our error. Any refunds or replacements due will be issued once the returned product has been received. Any postage due costs will be deducted from refunds. Returns and abandoned packages (packages that come back to us due to shipping or other issues) are subject to up to a 20% restocking fee.
Refunds will be issued to the payment method used.