FAQS

 E-Mail: contact@
penguin-soup.com

 We are a Canadian
based company

 Flat rate shipping
to make ordering easy

 Tag your projects
#penguinsoupyarn

FAQs. General Information

Where did the name PenguinSoup come from?

Ginny has always loved to study Ancient Egypt. She also happens to love penguins. When she thought of penguins in the desert she thought of melty penguins which resulted in PenguinSoup. It translated really well to dyeing yarn in a big old soup pot. And thus, PenguinSoup was born.

Don’t worry. No penguins were made into soup.

Where do you get inspiration for your yarns?

We like bold, beautiful colours and are inspired by geek culture, pop culture, video games, books, nature, and the general world around us. We take pride in accurately capturing a character through colour and hope you enjoy the results.

Where are you located?

PenguinSoup started as a podcast and had grown into a home based independent dye company that is located around Toronto, Canada. Ginny is the Mega Penguin, and the mastermind behind the colourways.

Do you take custom orders?

PenguinSoup currently does not accept custom orders. We may be open to requests to add an existing colourway to our next dye batch. Although, no holds would be placed on these items.

What bases do you use?

You can see a complete list of our bases here.

Can I visit?

Unfortunately, PenguinSoup does not currently accept visitors to our studio.

How often do you update your stock?

Currently PenguinSoup doesn’t have a set update schedule. Regular colourways will be added frequently. Be sure to sign up to the mailing list to be the first to hear about stock updates.

Do you accept wholesale orders?

Unfortunately, we do not current accept wholesale orders. We may be open to partnering with a LYS for Trunk Shows or a specialty order.

Can you wind my yarn into cakes for me?

You can request to have your skeins wound into a center pull cake for an additional charge of $3 per cake.  Simply add the center pull cake product to your cart for as many skeins as you would like wound and leave a comment at check out with which skeins you’d like wound.

Please note: All caked yarns will be final sale and can not be exchanged or returned for a refund.

Does this shop have a cart hold function?

Once an item is added into your cart you have five minutes to head to checkout. This will limit any “cart jacking” and you can peacefully make your selections and head to checkout without the need to checkout multiple times to not miss out on items in your cart.

Will I be charged duties or taxes?

These charges are designated by the country’s government and we have no control over them. The buyer is responsible should these charges arise. We do not falsify claims documents.

You may consider making multiple orders to avoid these charges.

Please note that all purchases made within Canada will be charged 5% GST (Government Sales Tax)

PenguinSoup is in Canada. What currency are your prices in?

This website has been designed to show prices in CAD if you’re in Canada and USD if you’re in the United States or anywhere else.

Can I buy your yarn anywhere else?

PenguinSoup products are not currently available anywhere other than on this website.

What payment types do you accept?

You can pay by either PayPal or Stripe. Both are secure payment processors and you do not need an account with either to complete your payment.

Where do you ship to?

PenguinSoup ships worldwide.

How long will it take to receive my order?

Orders are processed within 3-5 business days.
PenguinSoup currently ships via Canada Post to ship all orders.

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

How much does shipping cost?

We currently offer flat rate shipping prices. (princes in USD)

Canada: $6.00
USA: $6.50
UK: $7.60
INTL:$8.00

I haven't received my item. What can I do?

If your order has not arrived after 7 working days (if you are a Canadian buyer) and 15 working days (if you are an international buyer), please contact us. Working days means Monday to Friday. Please do not get in touch until these times have passed.

Please check with your local Post Office / depot / neighbours to see if your order is waiting there, as sometimes delivery carriers can forget to leave a note if there is nobody at the address to receive the parcel.

If your order has been returned to us, we shall contact you to let you know.

Do packages have tracking?

Parcels shipped within Canada will come with a tracking number. Unfortunately, international orders do not receive a tracking number.

Can I combine multiple orders to avoid more shipping fees?

Unfortunately, orders are shipped as we receive them. We do have customers who place multiple orders to attempt to avoid duties.

I used the wrong address during checkout.

The buyer is responsible in ensuring that all information is accurate at checkout. PenguinSoup does not accept responsibility for packages that are lost or delayed due to an incorrect address. We will not refund or replace the order. Please ensure that your PayPal/Stripe address and the address on your account are up to date.

Returns

If you’re not satisfied with your PenguinSoup purchase, please feel free to return it. All products must be in new condition, unwound and with tags on. You have 14 days in which to notify PenguinSoup of your intent to return your purchase. This period begins upon receipt of your order. You are responsible for the cost of return postage unless the item is deemed to be faulty.  A refund shall be made within 14 calendar days of receipt of the item. It is your responsibility to send back and obtain proof of postage. In the likelihood of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until a refund is issued. Refunds will be processed in the original payment method.

Exchanges

PenguinSoup is happy to provide an exchange if you’re not happy with your purchase. Please notify PenguinSoup of your intent to exchange within 14 days upon receipt of your purchase. All items must be in original condition, unwound and with tags on or the exchange will be denied.  You are responsible for the cost of return postage unless the item is deemed to be faulty.  An exchange shall be made within 14 calendar days of receipt of the item. It is your responsibility to send back and obtain proof of postage. In the likelihood of the returned product going missing in transit, you are to pursue your postage provider for compensation as the product is legally yours until an exchange is issued.

Privacy Policy

The privacy policy can be found here.

Do you offer clubs?

Currently we do not offer any clubs. We do plan on opening up these subscriptions at a later date.

How do I wash my yarn?

We recommend hand washing in cool to warm water with a dash of wool wash or detergent and lay flat to dry.

How do I avoid bleeding?

For the most accurate results we recommend swatching and washing that swatch as you plan on caring for the finished object.

Hand wash in cool water with a drop of wool wash or detergent. If you’re concerned with bleeding you could use a colour catcher to help absorb any bleeding dye.

Some wool washes cause more dye to leach out than others.

We do not recommend vinegar soaks as the dyes we use require acid and heat to set. This means the vinegar will not stop bleeding.

Reds and blues tend to bleed or crock more than any other colours.

Can my socks go in the washer and dryer?

To keep your project beautiful longer it is recommended to hand wash and lay flat to dry.

At PenguinSoup Headquarters, we have been known to machine wash our socks on delicate and lay flat or hang to dry. We do not ever put our socks in the dryer (although others have been known to risk it).

This is for our superwash sock yarns with at least 2 plys.

But we still don’t think you should do it. PenguinSoup is not responsible for any issues that may arise from deterring from our recommendation of hand washing in cool water and laying flat to dry.

70 COLOURWAYS CREATED
62 PODCAST EPISODES
2 YARN SHOWS
10 COUNTRIES SHIPPED TO