Customer support

We are available for telephone support during shop hours:

Thursday-Tuesday: 10:00-6:00

Wednesdays: 10:00-8:00

 

We answer emails throughout the day, and you should receive a response within 24 hours (usually less).

 

Phone: 732.898.6898

Email: shopkeep@balzacfibers.com

1 Orders & Shipping
1.1 How will my orders be shipped?

Orders received by 2pm will usually be shipped same day. At a minimum, your order will be processed the following business day and you will receive a confirmation email including carrier information, tracking number and estimated shipping time. Domestic shipping is FREE on orders over $95. Domestic orders totaling less than $95 ship for a flat rate of $7.50.

1.2 Do you ship internationally?

We can on a case-by-case basis. Please email us at shopkeep@balzacfibers.com or call us at +1.732.898-6898 with your request. The cost to ship can be a deal breaker for some and we want to be transparent with you before the item is shipped.

1.3 Do you offer expedited shipping?

Yes, please email or call us and we would be happy to priority mail or Fed Ex a shipment to you.

1.4 Do you charge sales tax?

New Jersey sales tax will automatically be charged to all online orders with a New Jersey shipping addresses and all in-store purchases.

1.5 What forms of payment do you accept?

For in store purchases, we accept cash, checks, Visa, Mastercard, American Express and Discover. For online and phone orders, we accept Visa, Mastercard, American Express, Discover and Pay Pal.

1.6 Can I cancel, add to or change an online order after it has been placed?

Please call or e-mail us immediately, and we will do our best to accommodate you. We try to process orders as quickly as possible and are unable to intercept a package once it has left our store.

1.7 How do I return or exchange something I bought in the shop?

We offer store credit or exchange within 90 days with the receipt for unused, non-sale, non special ordered yarn in the original form. All other items including kits are a final sale. 

1.8 How do I return or exchange something I bought online?

For online purchases, unused, non-sale yarn in the original form/condition will be accepted for refund or exchange with the receipt within 90 days of purchase. Needles, notions, sale items, yarn that has been knit or wound into balls, kits, accessories, books and patterns are all a final sale. There will be no refund for shipping costs on any returns or exchanges. If you'd like to make an exchange, please place a separate order for the new items, and we will refund your card upon receipt of the returned items.

Please send returns and a copy of your sales receipt to:

Balzac & Company
PO Box 147
Ocean Grove, NJ 07756

Balzac & Company is not responsible for any shipping costs associated with returns or any items lost in transit. If the entirety of an order that qualified for free shipping is returned to us, you will be credited your order total less the actual shipping paid.

1.9 I received the wrong item, what do I do?

Your satisfaction is very important to us. We do our best to fill all online orders flawlessly. If you receive an order with an error, please call us at (732) 898-6898 or e-mail us at shopkeep@balzacfibers.com immediately, and we will make it right. Items sent in error can be exchanged or returned for full credit. We will absorb all associated shipping costs.

If your order was filled correctly and included all agreed upon colors and quantities, please refer to our return/exchange policy.

 

1.10 Do you match dye lots?

Yes, we always match dye lots. It's important to note that some of our vendors dye yarns in lots as small as 4-10 skeins. Large orders may include more than one dye lot, assuming we feel they match well. If we have any concern, we will call or e-mail you prior to processing your order.

1.11 Do you wind the yarn before you send it?

No, but we will wind yarn by request. Please make a note in the "special instructions" section during check out if you would like your yarn wound. Please note that once yarn is wound, it is no longer eligible for any return or exchange.

2 Hand-dyed Yarns
2.1 Do you match dye lots?

Yes, we always match dye lots. It's important to note that some of our vendors dye yarns in lots as small as 4-10 skeins. Large orders may include more than one dye lot, assuming we feel they match well. If we have any concern, we will call or e-mail you prior to processing your order.

2.2 I'm new to hand-dyed yarns, what do you suggest?

We love hand-dyed yarns and encourage you to try them out for any size project. Variation between skeins, even skeins within the same dye lot, is completely normal. Some people like the pooling of colors when using one skein at a time, others like to break up the pooling. The best way to blend hand-dyed yarns is to alternate two skeins. Work two rows of your first ball then two rows of your second ball, carrying the yarn up the edge as you knit.

Let yourself enjoy the unpredictability!

Most hand-dyed yarns are sold in hanks and not balls. You will need to wind your yarn into a ball before you start working with it.

3 Classes
3.1 What is your policy regarding classes?

Classes must be paid in full at the time of registration in order to hold your spot. All supplies must be purchased before the class. Upon signing up for a class, for any changes to attendance we would appreciate as much advance notice as possible, preferably at least three days prior.

3.2 Can I cancel a class?

If you need to cancel a class, we will issue you a shop credit for the amount paid. In most cases, there are make-up sessions if one of the class sessions is missed. Some classes have minimum enrollments; if these are not met, we reserve the right to cancel classes with 24 hours notice. Refunds for classes we cancel will be given in the method paid or shop credit.

3.3 Do you offer private or semi-private classes, or parties?

Yes, private and semi-private lessons as well as parties are available by appointment. In general, a single private session is $25 per hour, and a set of 3 sessions is $60. Call us for details for a party.

4 Hours and location
4.1 Where can I find you?

Visit Us

 

Thursday-Tuesday: 10:00-6:00

Wednesdays: 10:00-8:00

 

Phone: 732.898.6898

 

50 Main Avenue

Ocean Grove, NJ 07756 

 

We're closed on:

Thanksgiving Day
Friday After Thanksgiving
Christmas Day
New Years Day

Contact us
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