Customer Service

Order Processing Policy

Please submit your order at shop.Bernat.com, we are not able to process orders via telephone. After you submit your order, you will receive a computer-generated confirmation that your order was placed. Please check your spam/junk folder if you do not see this email within 5 minutes of completing your order. If there are extra shipping, handling or other charges for your order, we will let you know the amount when the order is confirmed.

At this time we do not process backorders. If your item is out of stock at the time of fulfillment we will cancel the out of stock product, ship the balance of your order, adjust your order total, and send you a Ship Confirmation email notifying you of the change. You will need to place a new order if you still need the item when it is back in stock.

If the item(s) you order are out of stock at the time of fulfillment we will cancel the order to stop the hold on your funds. If you have not received a Ship Confirmation email within 4 business days and you have verified the Ship Confirmation email is not in your spam/junk folder, please log into your Shop.Bernat.com Account to confirm your order is still active. If it has been cancelled, please watch for the item(s) to return to the In Stock status and place a new order.

Pricing

Pricing is in US currency only. Shipping and handling are separate.

Sales Tax

Sales Tax (if applicable) will be calculated based on the State or Province to which the merchandise is shipped.

Shipping Policy

Although certain restrictions apply, shop.Bernat.com ships to all states, including Alaska and Hawaii. We also ship to Military APO / FPO addresses and P.O. Boxes. At checkout, you can generally choose from two delivery methods for your Standard Ship items: Standard Ground Shipping or Second Day Shipping.

Please Note: Most orders are packaged and shipped out within 3 business days (Monday–Friday) of receiving your order. When you chose a delivery route, it is intended to expedite your delivery time. We still need time to prepare and package your order; the expedited delivery time will start once the order leaves our facility. If you choose expedited delivery and you place your order after noon Friday, Saturday or Sunday, your order will still need two business days of the next week to process through our system. Deliveries delayed due to extreme weather conditions will not refunded.

Standard Ground Shipping

Standard Ship Items sent by Standard Ground Shipping will typically arrive within five to ten business days after leaving the warehouse. Most orders leave the warehouse in 48–72 hours. Business days are Monday–Friday, excluding federal holidays within the United States.

Second Day Shipping

The delivery of most Standard Ship Items can be upgraded to Second Day Shipping. Items shipped using the Second Day Shipping method usually arrive two business days after leaving the warehouse. Most orders leave the warehouse in 48–72 hours. Business days are Monday–Friday, excluding federal holidays within the United States.

UPS requires a street address. Addresses with only a PO Box will be sent by USPS Priority Mail.

International Shipping Information

Return Policy

Please package the items, unopened and unused (for yarn this pertains strictly to the paper wrapper around each skein), in a box with a copy of the original packing slip or a copy of the Ship Confirmation email and send them to;

If you are located in Canada and need to make a return, please send to the address below.
Shop.Bernat Returns
1700 Bassett Avenue
Listowel, Ontario
N4W 0B1

All other returns should be sent to this address:
Shop.Bernat Returns
165 Cottage Grove SW
Grand Rapids, MI 49507

NOTE: Full refunds will be issued for merchandise returns that have been received within 50 days of the date your order shipped. Shipping charges are not refundable and you are responsible for the return shipping charges. Please allow up to 5 business days from the time your package is received for processing.

Questions? Please email orders@bernat.com for details.

Restocking Policy

We do not charge a restocking fee.

Contact Information

Should you have any issues, please email us at orders@bernat.com or call us at 1-800-351-8356. We are not able to process orders placed via telephone; please submit your order at shop.Bernat.com.