How do I contact customer support?
UBI is an internet based business.. Our phone is used for messages primarily. If you need to reach us quickly, we recommend emailing [email protected] or through the contact form on our website.
How do I cancel or change my order?
Please contact us at [email protected] within one hour of placing your order.
Can I add to my order once placed? Can you combine orders?
While we do our best to accommodate our customers' requests, this often complicates matters on our end. If you do require additional items, we prefer the order be placed through the website.
How do I stay in the loop with news and information?
Follow us on our social media links at the bottom of our website. You can also sign up for our newsletter there. You'll find more updates on our social media platforms.
I ordered the wrong product. Do you accept exchanges?
Yes! As long as the item is in brand new condition and still sellable, we will gladly exchange it for the item you require. Please email us at [email protected] before sending any product back.
I am not happy with a product. Do you accept returns?
We take pride in our products and would like to understand the reason for your dissatisfaction. As long as the item is in brand new condition and still sellable, we will issue a refund for the item (excluding shipping) once we receive it. Please email us at [email protected].
I'm coming through Santa Fe. Do you have a storefront I can visit or pick up my supplies from?
Sorry, we do not have a storefront and are not open to the public.
When can I expect my order? How do you ship?
As a small business with a limited number of employees, we politely ask for 2-4 business days to process and ship orders. Our business tends to get a little hectic during the holiday season and the winter months. We use the US Postal Service and UPS for shipments to Canada during Canada Post strikes. While we don't offer overnight shipping, you can choose priority shipping from USPS at checkout.
Do you have in person classes?
Please sign up for newsletters or follow our socials to receive information about upcoming private classes and workshops.
Do you offer bulk rolls of mohair or alpaca?
We no longer offer bulk rolls of 8 ply and spools of 2 ply. Please contact our affiliate suppliers located on our home page.
Do you offer custom colors?
Do you offer cinch yarn sample cards or swatches for sale?
Unfortunately, we do not have samples available. Assembling sample cards is extremely time-consuming, so we ask our shop assistant to focus on processing orders quickly instead. However, we would be happy to send a few samples upon your request.
