Covid 19 Policies FAQ

When are you opening the store to the public?

Despite the provincial announcement that we are allowed to open on May 19, the inside of our store is not yet set up for the precautions that we feel are necessary to protect the health of our staff and customers.  Our website will remain open 24/7 for all online orders, whether for delivery or for curbside pickup (see below), but will not be allowing customers into the store until we feel that it can be done safely for all involved. 

Do you offer curbside pickup?

Yes, we offer curbside pickup twice weekly, starting Saturday May 16. Our pickup days are Saturdays between 11am to 3pm, Tuesdays between 11am to 3pm, and Thursdays between 11am to 3pm.

Curbside pickup is not  available at ANY other times, without exception, for the safety of our staff and customers.

Where do I pick up my order?

Orders will be placed on the front step of Wabi Sabi behind a clearly marked line.  If there are other customers waiting for their orders, please maintain appropriate social distance for their safety and yours.

What do I need to pick up my order?

You need a copy of your online purchase confirmation email, and an order number. You will be asked for this at the front door when you arrive.

Please do not come to pick up your order until you have received an email letting you know that it is ready: our staff handling the pickup will not fill any new orders or orders that have not been processed!

When can I pick up my order?

Orders can be picked up on Saturdays between 11am and 3pm, and Wednesdays between 11am and 3pm.

Curbside pickup is not available at other times of the week, without exception, for the safety of our staff and customers.

Do you ship orders?

Currently, we ship to Canada only.  We ship all of our orders using Canada Post Expedited Parcel Shipping.  Your order will be processed as soon as possible, usually within 2-3 business days. If we need to contact you about your order we will do so by email or telephone.  Our rates are currently as follows:

$10 shipping for orders up to $199.99 before taxes 
FREE shipping for all orders $200 and up before taxes

Wabi Sabi is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact Canada Post to file a claim. Please save all packaging materials and damaged goods before filing a claim.

How do I return items?

Any items being returned must be in their original condition and be in a clear, sealed plastic bag. You can drop them off during our curbside pickup times (Saturdays 11am-3pm, Wednesdays 11am - 3pm) with a copy of your receipt, and they will be processed electronically as soon as possible by our regular staff within a week.

If you are returning an item through the mail, please contact the store by email and we will give you instructions from there.  Return shipping charges are not refundable unless your order was fulfilled incorrectly.

What about exchanges?

Any item being returned to the store must be in its original condition and be in a clear, sealed plastic bag.  You can drop the items off during curbside pickup, and pick up your exchange on the next curbside pickup time. 

If you want to drop off and pick up the item on the same day, contact us by email to arrange to have your new items prepared and any price differences reconciled ahead of time. 

Our staff during curbside pickup will not be able to do exchanges directly if you have not made arrangements beforehand. 

I have a question about my project. Is there someone there to answer it?

No. At this time, we ask that you consult with our staff via email as the physical store is still closed to the public.  You can also post your questions on our ravelry forum here.

Can you wind the yarn for me?

No. As the physical store is still closed to the public, we cannot wind yarn for customers.

Can I come into the store for any reason?

No. The store is currently closed to the public, and it would break the law to allow you into the store, no matter how much we miss you!

What precautions are being taken to protect customers and employees from transmission?

Masks and gloves are worn by our employees for curbside pickup, and with your cooperation, person to person contact will be avoided.

Any returned items are put in quarantine for at least 72 hours before they are returned to stock.

I have a printed gift card. Can I use it online?

Yes!  Email us the code on the back of your printed orange gift card.  We will confirm it against our records and reissue the remaining amount to you as a digital code that can be used on our website.  Please note that this may take a few days and will depend on staffing.

I have a store credit. Can I use it online?

Yes! Email the store with your name and, if you know, the approximate time the store credit was issued.  We will confirm it against our records, and reissue the remaining amount to you as a digital code that can be used on our website.  Please note that this may take a few days and will depend on staffing.