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FAQ


We do our very best to make your shopping experience with us as easy as possible. If you need any assistance, please email us anytime at knitsandmitts@gmail.com and we’ll be happy to help! 

IS THIS WEBSITE SAFE OR IS THIS A SCAM? 

Please rest assured that this is a legitimate website and business. We are still pretty young, having started in November 2015, but we’re working hard to better ourselves, our website, and our product


With regards to payment issues, we use Paypal (www.paypal.com), the #1 trusted online payment system. As well Stripe as our Credit Card processor. (www.stripe.com) All our transactions go through payment and we do not have access to any of your credit card information whatsoever. 


SIZING: HOW DOES YOUR WEBSITE'S SIZING WORK?

Most of our items come in regular US sizing. However, some sizes run small, which is why we do not put up a standard size chart. The best way to tell if an item will fit is to compare the measurements listed with a clothing item of your own! For further clarification, please view our size chart provided on each product's page. 

HOW MUCH IS SHIPPING TO MY COUNTRY?

Shipping is FREE prices of items include shipping fees, there are no additional costs when you pay!


WHY DOES SHIPPING TAKE 3-4WEEKS, CAN I EXPEDITE MY ORDER?

Depending on the country you live in, shipping may take anytime from 1-4weeks. However, we prefer to give a range of 15-30 business days in case of unexpected delays due to customs, weather delays, national holidays. Please note that packages to Canada, Australia and the United Kingdom may take longer as well, about a month or a little longer. All packages are shipped from HK/China and we ship all items via China Post International, and all orders come with a tracking number and delivery confirmation. In order to keep prices low, this is the best option for now, but we promise it’s worth it! 
That said, if you feel anxious at any time during the shipping process, feel free to email us and we’ll be glad to track the package for you and allay your concerns. 


I HAVE PLACED AN ORDER, WHEN WILL MY ORDER BE SHIPPED?

For each order, items will usually be shipped within three - five working days. Usually it takes less, but we just want to be safe.

I HAVE PLACED AN ORDER, HOW DO I TRACK IT?

All shipped orders can be tracked at :

17track.net or here USPS.com

with the tracking number provided when your item has been sent. If you’ve just been sent the number, please allow up to 72hours for the postal system to update the status.


INCORRECT ADDRESSES AND PACKAGES RETURNED TO SENDER 
Packages that are shipped with an incorrect address provided by the customer during the order process are subject to an additional $15USD service charge if the address has to be changed once the order ships. The delivery process will also be delayed in this case as the item will be redelivered back to us before being re-sent, depending on circumstances. 

Orders ‘Returned to Sender’ by the carrier are subject to a $15 charge. This includes but is not limited to: orders in which the customer provided an incomplete or incorrect address, the customer is not available for delivery, the customer fails to provide a P.O. Box or physical address, or the order is refused by the customer. 


YOUR PRICES ARE IN USD, HOW DO I CONVERT TO MY LOCAL CURRENCY?

When you make payment, STRIPE and paypal will convert the amount into your local currency.


Have more questions? Email us at knitsandmitts@gmail.com and we'll get back to you as soon as possible!