E-K Soft Ergonomic crochet hooks 8pc set. E to K Susan Bates Silvalume. 6.25" with an aluminum in-line head and round soft handles. #12698

Frequently Asked Questions

AFTER YOU PAY (ADDING ON, ADDRESS CHANGE, PROCESSING TIME, DELAYS, GUARANTEES: When Will Your Order Ship? Is the arrival date guaranteed? (also see ETA below)

• By Etsy rules, we must ship to the address provided; cancelling and redoing is the only option

• We can't add items to orders; we can cancel if need be.

• PROCESSING TIME is the time it takes BEFORE your item ships. I cannot do not guarantee the arrival by a certain date.

• DELAYS: Transit delays caused by a pandemic, weather, delivery routing, weekends and regional holidays do occur. International orders are subject to customs inspection delays.

• SLOW TRANSIT REFUNDS are not provided for shipping costs related to a delay in transit time; EXCEPT when Priority Express Shipping was purchased and the Post Office failed to meet their guarantee. Guarantees may be waived for severe weather. International Priority Shipping is NOT faster.

ETA: When Will Your Order Arrive? (also see "PROCESSING TIME, DELAYS, GUARANTEES" above)

• WE SHIP FROM NORTHERN ARIZONA. All orders are personally shipped by either Dave or Marlene. We do not drop ship or use a 3rd party shipping service.
• ETA: This can be tough to predict for both US and international orders.
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>> US orders usually arrive 3-7 delivery days after shipping. Things like a pandemic, weather, and postal routing changes including the closing of facilities have been known to create long transit delays. Please expect some delays Nov/Dec and if your order arrives exactly as scheduled, don't forget to thank your delivery person.

>> CANADIAN orders arrival date can vary greatly as they must pass through customs inspections. Typically Canadian orders arrive in 10-12 business days.

OTHER INFORMATION: Packaging, Receipts, Getting a Refund, Combined Shipping

• PACKAGING: We mostly use plastic poly mailers to ship items. We recycle boxes, bits of cardboard, used Kraft paper, and bubble wrap/bubble mailers into packing materials. If you are sensitive to recycled materials let us know when ordering.

• RECEIPTS: A small receipt is with each order. "Gift Receipts" are less detailed and do not have the prices listed.

• REFUNDS are issued by Etsy. Returned item MUST be in the original condition as received; they CANNOT be used in anyway. Yarn is weighed before we ship; don't use and return

• COMBINING ORDERS/MULTIPLE ORDERS: Combined shipping is automatic when items are in the cart. We can cancel an order and you can "start over". Shipping refunds are not automatic; we will review via request only.

RETURNS: ADDRESS ISSUES, NOT PICKED UP: Undeliverable as Addressed. Buyer Remorse/Changed Mind/. Cancellation Request after it Shipped. Refused. Not Claimed.

The item cost(s) only will be refunded upon return. The original shipping cost is non-refundable. Shipping costs to return items not wanted are not refundable. This applies to:

• UNDELIVERABLE AS ADDRESSED: If your order is returned because you moved or for an invalid or incorrect address
• BUYER REMORSE/CANCEL AFTER SHIPPED/REFUSED: If you change your mind about a shipped order, you can Refuse the delivery; once opened you can ship it back at your expense. Orders must be returned in the ORIGINAL condition - no exceptions.
• Packages that are not retrieved/unclaimed from Post Office, Refusal for VAT: orders returned for these reasons will be treated as REFUSED.
• CANCEL REQUESTS Absolutely must be sent via an Etsy message not an Email.

LOST, DAMAGED, STOLEN/NOT RECEIVED: Please contact me and I will assist you on a one on one basis as to what to do. This is a family business so we do sleep while the shop is still "on" so please allow 24hours for a response.

• LOST PACKAGES are those that never reach their destination and have the correct shipping address. You must open a case through Etsy.
• STOLEN PACKAGES/NOT RECEIVED - Sometimes tracking shows delivered but shows up a few days later. Contact USPS, police or home owners insurance for stolen packages. Etsy may refund you if you open a case.
• DAMAGED PACKAGES ((KEEP ALL PACKAGING!!)) and contact us immediately with details of the damage and a few photos of the damaged package/product. We can't file a damage claim without proof.

ABOUT YOUR SHOP: Where is your shop? Who works in your shop? What is your shop environment? Are your items handmade? Do you use recycled packaging materials? I resell goods manufacturered by other companies; they are in retail condition. ((( NO PETS - NO SMOKE )))

• LOCATION: The 3rd-floor home-based shop is proudly located in Detroit, Michigan, USA.
• WORKERS: Marlene & Dave - a wife & husband team!
• ENVIRONMENT: We do not have pets and no one ever smokes in my shop or home. We do not burn scented candles or generate other strong smells.
• SUPPLIES & HANDMADE GOOD: All supplies are new, "off-the-shelf" in manufacturer's retail condition. We am not the manufacturer; We cannot warranty items.
• PACKAGING: We often recycled corrugated boxes and stuffing (kraft paper, bubble wrap, cardboard) to keep your items safe when shipped. If you are sensitive to recycled packaging leave a message to let us know.

SHIPPING COMPANY/IN PERSON PICK UP: Which Shipping Company do you use? Can I meet you?

• IN PERSON PICK UP: Unfortunately, we do not do in person sales, we do not have a physical store, and we do not leave orders outside for pick up.
• US SHIPPING: We ship primarily via the US Postal Service (USPS) many west coast or heavy boxes will be shipped UPS mostly for reliability reasons. All orders have tracking included unless otherwise stated in the listing details. No shipment is guaranteed to arrive by specific date and the date you may see it literally an "Estimated" time of arrival. PLEASE message me if carrier preference is an issue!
• INTERNATIONAL SHIPPING: Non-US orders are shipped from the US via the US Postal Service (USPS) and final delivery is made by a secondary carrier contracted by the USPS.

INTERNATIONAL CUSTOMERS: Import Fees, VAT, Customs Delays/Clearance, Refunds, Unclaimed Items, Declaring as a "Gift"

• ADDITIONAL FEES: VAT fees, import fees, handling/processing fees and all other taxes, duties and fees associated with importing goods are the responsibility of the receiver. We do not and cannot collect or pay these fees and it is not included in the shipping price you paid. Fees are regulated by individual countries and are the buyer's responsibility. For any additional information, direct questions to your local customs agency before you make a purchase.
• MARKING AS A "GIFT": The price of the order cannot be hidden.
• DELAYS: Customs delays are not uncommon. We will not cheat you but you must be patient.
• REFUNDS will not be issued for items not picked up nor slow transit. Return shipping costs are deducted. Shipping is not refunded.

DAMAGED OR DEFECTIVE: Returning a damaged or defective item that is NOT yarn MUST include the RMA paperwork

If you receive something that is damaged or defective/not working correctly, we may have to involve our supplier for bit items. We WILL get it straightened out; please be patient
1) Contact us ASAP; include photos
2) We submit your pics
3) In 3-4 days we'll know if they want the item back or not
-a) They DON'T want it back; we'll ship you a new one or refund
-b) They DO want it back. See process below
>> b1) In 2-3 days the supplier will send us a link to print a FedEx label and the Return Merchandise Authorization (RMA) paperwork which we will physically MAIL to you
>> b2) You must ship it within 20 days
>> b3) YOU MUST INCLUDE THE RMA paper that we send you
NOTE: Failure to include the RMA or return in 20 days means we cannot refund you

DONATIONS, WHOLESALE, BULK ORDERS: Do you donate your supplies? Do you sell wholesale? Do you do Bulk Buys?

• DONATIONS: We sometimes donate yarn to 501(c)3 charitable organizations and local summer events for neighborhood kids. In general what we donate are leftover scraps and unused skeins; items that we would not sell in the shop.
• WHOLESALE: We do not sell wholesale; but can give better pricing at www.redrockyarns.com - contact us for information about making bigger purchases for your handmade items in your Etsy shop!!
• BULK BUYS: We have some listings that are tagged as "bulk buy", please use our search box to find those. If it's in stock, a color substitution can be made (ie 6 pack of 50s Stripes for a 6 pack of Gentry Gray sock yarn). This is not an offer for mixed colors. Message us to inquire about a color swap for a bulk buy item!