FREQUENTLY ASKED QUESTIONS

If you don't see your question here, just email us at info@thestonewool.co.

Your most common questions

We offer a range of shipment options. Your order shipping cost will depend on order size and destination - our shipping pricing comes directly from the carrier. 

We offer free shipping on orders over $100 shipped within the contiguous US. 

We will do our best to have your package in the mail to you within one business day of your order. We have a small team, so sometimes this is not possible, but rest assured, we will do our best to get you your order as quickly as we can.

If you order expedited (Express) shipping, we will do our best to expedite processing as well.

For USPS delivery standard times and policies, and information about what to do for lost or delayed packages, please visit the USPS FAQ page. You may also contact us by email to orders@thestonewool.co for assistance with inquiring after lost or delayed shipments with USPS.

International customers may be subject to import fees, taxes and duties according to your country's import policies. These policies vary widely from country to country; please contact your local customs office for any specific information on import policies and fees. Once a package has left the U.S. it is in the hands of your country's national postal service. Stone Wool will no longer have tracking information from this point until the package arrives at its final destination. If you should have questions regarding tracking a package once it has left the U.S., please contact your local postal service.

The location of your package can be followed with the tracking number provided in your shipment confirmation email. Inclement weather and holidays can delay ship time and prevent the tracking history from updating regularly. We are unfortunately not able to provide additional information as to the whereabouts of your shipment beyond what USPS has provided.

We want everyone to love what they purchase from us. If you don’t, or for any other reason, we'll happily accept your returns or exchanges in original condition within 60 days of your order date. Please include your order number and a note explaining what you'd like us to do: Refund your purchase or exchange it. You can find your order number through your account page.

Send your package to: Stone Wool 102 Main St. Saco, ME 04072

Yes! We'd love to see your design submissions. Please send them to submissions@thestonewool.co. Please include all details we will need to evaluate the design.

First, look at our Errata page to see if there are any known errata on the pattern. If not, please contact us at info@thestonewool.co with the subject line, "POSSIBLE ERRATA - [PATTERN NAME].

A download link for your digital pattern purchase will be sent to your email, separate from your order confirmation.

“Superwashing” wool chemically burns off the natural scales from wool, eliminating many of the characteristics of wool that we love. So no, our yarn is not machine washable, but it is not hard to care for!

We recommend that you hand wash your wool project with gentle soap, such as Twig & Horn's lanolizing Wool Soap, in cool water. If using a gentle soap such as Wool Soap, you do not have to rinse. If you use a regular detergent, rinse it thoroughly and gently press out extra water and roll it lightly in a terry towel to absorb more of the moisture. Lay your project out to the correct measurements and let it dry naturally. If you want to speed up drying, aim a fan at the drying surface.

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