FAQs

Q
Where are you from and will you ship to my country?
PenguinSoup was originally based in Winnipeg, Manitoba but we have since moved to Ontario, Canada! We ship worldwide and have flatrate shipping to make purchasing outside of your country easier on your wallet so you can get more yarn for your buck!
Q
How can I pay?
All payments are securely processed through PayPal. You do not need a PayPal account to checkout. It is not possible to pay by cheque.
Q
When is new stock added?
Currently, the stock is updated every 1st and 3rd Friday of the month with plans to move updates to every Friday.
Q
Do you do reserve listing?
To ensure fairness to all customers we do not reserve listings.
Q
Do you dye custom orders?
Yes, If you see something that currently isn't in stock or you have a great idea for a skein send us a message! Please see the Custom Order Policy before contacting us with your request.
Q
Can items be taken from my cart?
This site has a cart hold feature so that you cannot be "cart jacked". When you proceed to checkout, the items in your cart will be held for 5 minutes, allowing you to safely checkout with your items. Please note that the items in your cart are NOT held while you shop, it is only once you are in the checkout window that the items are held for you to purchase. If you see that an item is in stock but are unable to add it to your cart, this is because a customer has already added it to their cart and has proceeded to the checkout screen. Item quantities are not altered until payment has been made.
Q
Do you do clubs?
Currently, PenguinSoup clubs are closed. See this page for club info.
Q
What bases do you use?
Please see this list for details and prices of each base.
Q
I have a coupon code and I forgot to use it/ it expired.
Unfortunately, coupon codes are time sensitive and cannot be renewed. Coupon codes can only be used at checkout and cannot be applied retroactively.
Q
I found a knot in my skein
While the industry standard allows up to 3 knots per skein, we strive to minimize that. The majority of our skeins do not contain any knots, but sometimes a skein will fall in the middle of a join from the mills. We apologize for the inconvenience of a knot in your work but we are unable to avoids knots 100% of the time.
Q
How does your yarn come prepared?
Yarn is shipped as a skein (a long loop of strands) which will need to be wound into a cake or ball to be knit from. If you do not have a skein winder and/or swift, you can go to the addons section of the shop and select the "Addon: Cake my Yarn" listing and we will wind it for you.
Q
What if I need my package here sooner?
If you require a shipping upgrade, tracking number, insurance, or any other additions please mention this in the note to seller upon checkout and we will invoice you for the difference. Alternatively, you may contact us before you check out and a solution will be found prior to checkout.
Q
How long will it take to receive my order?
Canada Post Shipping Estimates:
  • Canada: Expedited Mail 3-5 business days (Tracking included)
  • USA: Small Packet - USA Air 5-10 business days
  • UK: Small Packet - INTL Air 6-14 business days
  • Q
    Does my package have tracking?
    Only customers within Canada will receive a tracking number with their order. To allow for flat rate shipping worldwide, a more economical shipping method is chosen and tracking is not available.
    Q
    I haven’t received my order yet.
    Please allow 14 business days for Canadian packages and 25 business days for international packages. Only after this point does Canada Post consider the package as lost. After this point, please contact us and we will submit a ticket with Canada Post. If your order has been returned to us, we will contact you to remedy this and have it shipped out again.
    Q
    Will I be charged fees or duties?
    As the buyer, you are responsible for any customs charges that your order may incur. If you wish to avoid customs charges, please consider making multiple orders as opposed to one. Your order will be posted out as multiple orders.
    Q
    My address is wrong/ I moved.
    We are happy to make changes to your address PRIOR to your order being shipped out. Once the order has been shipped, we are not responsible for packages which are lost or delayed due to incorrect address information nor will a refund be provided for such omission by buyers. Responsibility rests with buyers to ensure that the address supplied at checkout is their correct current address.
    Q
    Can multiple orders be combined for shipping discounts?
    Due to the fact that some customers would rather checkout in two separate transactions to avoid customs fees, we will not combine orders. All orders are shipped with an economical flat rate.
    Q
    My order is wrong.
    Incorrect items and/or missing items from your order will be shipped/exchanged at no extra cost.
    Q
    I don’t like my yarn.
    If you are not completely satisfied with your order, please contact us within 7 business days of receiving your order. Items must be sent back in the condition received for resale. A refund or exchange will not be granted for items that are used, soiled, or reskeined. Refunds and exchanges are handled depending upon the nature of the issue. Return shipping and re-shipping costs may apply. Returns/ Exchanges will not be granted for Club Yarns or custom orders.
    Q
    Do you take wholesale orders?
    Thank you for your interest, but we are not available for wholesale orders at this time.