Welcome to The Woolery!
We want to make your experience with fiber arts enjoyable and successful. The Woolery has been in business serving the needs of weavers, knitters, spinners and other fiber artists for over 29 years. With our extensive inventory of products and our fast turn around time, we strive to provide you with high quality, competitively priced fiber arts supplies accompanied by excellent customer service.
For more on
our history - click here.
We are family owned and operated and our shop is located in Frankfort, KY. We are very excited to be located in an area that is very accessible to the public (and next door to the national UPS hub in Louisville Ky). The Woolery is now one or two days standard shipping from 48% of the U.S. which saves you time and money. Historic downtown Frankfort is a wonderful place to visit; small enough to be small town friendly, yet big enough to offer travelers the amenities that they expect. Frankfort is a special place to visit. We would love to see you!
The shop is staffed daily by Nancy (answers most incoming calls, orders
all of the inventory, and keeps everyone calm), her husband Chris
(fumbles around trying to keep up), the other Nancy (most excellent
teacher and very knowledgeable in all aspects of fiber arts), Anita (the
knitting queen, spinner, and weaver), Dara (spinner, weaver, knitter,
and dyer—to name a few), Rebecca (spinner, knitter, and rug hooker),
Judy (our shipping magnet), Connie (our web guru), Anna (newest member, theater buff, and kumihimo lover), and Christian the dog
(he thinks he is in charge and keeps the delivery people hopping,
requiring a treat if you come in the shop).
We offer classes and private instruction in our shop as well as help on the phone. We can provide guidance and help with your fiber arts projects and help with equipment selection, repair and maintenance.
Our mission is to provide fiber arts supplies at competitive prices with fast turn around times and excellent customer service. We strive to be a part of the fiber arts community and it is part of our mission to strongly support guilds, festivals and other fiber arts people that work so hard to keep the crafts alive and improve them for future generations.
We believe that it is essential for a fiber arts supply company to provide the following services:
• Have a brick and mortar shop that you can visit, shop in, attend classes in, learn and fellowship in.
• Answer the phone and provide knowledgeable people to answer questions.
• Stock the products in house (How can you know about a product if you have never seen or used it?).
• Offer an outlet for new craftspeople to sell their stuff such as tools, spindles, finished fiber arts products
and more.
• Participate in the development of new products and strive to provide new sources for products that are
hard to get or have disappeared.
• Support fiber arts publications, festivals, guilds and artists both financially and physically.
We are very grateful to be involved in something that we all know and love. We take much care in selecting and recommending products and fiber to our customers.
You are welcome to shop our brick and mortar shop in Frankfort, Monday through Friday 9-6pm and Saturday 10-3pm. All orders placed on the website are typically shipped within 24hrs and many go out the same day. We understand when you place your order that you want your supplies ASAP and do everything we can to alert you if something is back ordered of delayed.
Contacting The Woolery?| Address | Telephone | Internet Info | The Woolery
315 St Clair St.
Frankfort, KY 40601 | 800-441-9665
502-352-9800
FAX:
502-352-9802
| E-Mail
info@woolery.com
Web Site
www.woolery.com |
Hours of Operation?
Office hours - 9:00 am to 5:00 pm, eastern time, Monday through Friday.
In-Store hours - 10:00am to 6:00pm, eastern time, Monday through Friday. Open Saturday 10:00am to 3:00pm.
How Can You Order from The Woolery?
By Phone: the most efficient way to order is by using our toll-free phone number, 1-800-441-9665. For those out-of-country shoppers, call 502-352-9800.
We suggest for phone orders that you use our on-line cart system to create your order. When you get to the "Summary" portion of the cart, just print out the page or click on "View Cart" and then gives us a call. Your selection will be saved and we can pull your order up.
On-line: if you like shopping on-line and the convenience of doing so at any time of the day or night, you are ready to go. Our shopping cart system is easy to use and secure.
Your on-line order will be confirmed by e-mail so you will know that the order was received and is being processed.
E-mail: you can e-mail orders but for security reasons, if you need to send a credit card number, it is best to use our on-line cart system. If e-mail is the way you want to go, use this address: info@woolery.com
Your order will be confirmed by e-mail so you will know that the order was received and is being processed. The Woolery does not open any attachments so do not use an attachment to place an order.
Fax: send in your order by fax; make sure it is legible! Call 502-352-9802.
We suggest for fax orders that you use our on-line cart system to create your order. You will be given an opportunity to print an invoice which you can then fax to us.
Mail: yes, we still take orders by mail. We suggest for mail orders that you use our on-line cart system to create your order. Our address for mail orders is:
The Woolery
315 St Clair St.
Frankfort, KY 40601
Be sure to include your telephone number and an e-mail address (if you have one) with all orders.
Need a Printed Woolery Catalog?
The Woolery Catalog - Our page printed catalog is available. We will be happy to send you a copy. Just give us a call or you can order it on this website.
The Woolery
315 St Clair St.Frankfort, KY 40601
The catalog is offered free with any order, when requested.
Should I Use the Catalog or Web Site?
You may have a preference, but let us note the differences:
The Woolery catalog is published periodically; from the day it is printed it begins to "age": prices, content, and other information will become out-of-date. But a printed catalog is great for reading away from a computer or phone, to use at your convenience.
The Woolery website, because of the technology, has more content, is up-to-date, offers new products made available after the publication date of the printed catalog and it gives you the opportunity to place an order on-line
How is the Website Organized?
Our web site has been online since 1995. We have always received comments about how well it is designed both for content and navigation. With the introduction of shopping carts we add a new level of use that you will find easy to use. With our new (second generation) website, we can offer many more services and add new products in a timely manner.
Here is a brief primer on how to use The Woolery website:
All links to various topics are located either at the top of each page as "tabs" :
or on the left side of the page:
A tab may take you directly to a specific page or it may offer a drop down menu that gives you additional pages to select. You can click on the main tab to see more descriptive information or you can click on the sub tab. For example you can click on SPINNING WHEELS:
And the following page will appear:
Or you click on the sub category under "Spinning Wheels" titled "Ashford Spinning Wheels":
And the following page will appear:
Or you can click on the Sub Category under "Ashford Spinning Wheels" titled "Ashford Kiwi":
And the following page will appear:
Use these tabs to navigate to all pages.
In the content of each page you may find text links to still other pages. A text link will always be in a color different than the color of the surrounding text (the actual color may be controlled by your browser). Click on the text link to go to a new page.
Some links will open a new window in your browser. After reviewing the information on such a page, close it so you can view your proceeding page.
How Do I Use Woolery Carts to Buy?
Let's say this first - using our cart system is good for all types of orders: fax, mail , call-in or on-line. The cart system will produce a list of the products you have placed in the cart (print the cart page and use that as part of your fax, mail or call-in order) or an invoice if you wish to check-out by paying on-line.
If you have used web-based shopping carts before, you will find our set-up to be consistent with your prior experiences..
First, if you use our Cart System, rest assured that your transaction is secure. We use up-to-date security methods to keep all your information private. All personal information you send to our server is sent using an SSL connection, which means the information is secured as it travels the internet to our site. This is "industry standard" and is what is used anytime you see the following in your URL address: https:// The "s" means secure. You may also see an image of a LOCK; if you click on the LOCK, you can read information about our SSL certificate.
We have gone even further to enhance security measures by conforming to PCI compliance standards (Processing Card Information) and by encrypting all sensitive card information. That means that if our database is ever compromised, all card information is encrypted and your information continues to remain secured. Our interest is that your experience with the Woolery is safe and secure.
Steps Used to Select and Purchase Products Using the Carts
Each Woolery product presents information about the product, a product code, and price. Associated with each product is an interface to add a product to your cart. It can be as simple as a "Buy", "Add" or "Purchase" button that you select or it may be a series of buttons or drop down menus that you must address. You may need to type in a quantity amount, select a color or size, or perhaps both of these; then select the "Add", "Buy" or "Purchase" button.
Note: if you are unable to place items in the cart you may have anti-virus, spyware interceptors or other security software running that will not allow you to open a pop-up window. Turn this off to continue to order.
After you have purchased each item, a new window will open on your computer to show what you have placed in your shopping cart. Confirm each item and the quantity. You can adjust the quantity on this page by typing in a new number and click on the "Update Quantity" button. To "remove" an item from the cart change the quantity to "0" and click on the "Update Quantity"button. To continue shopping, select the "Continue Shopping" button at the bottom of the form.
If you are ready to complete your transaction and pay online, select the "Checkout" button. This will take you to new pages that are secure where you can select the manner of shipping, addresses, specify credit card type and supply some additional information. You know if you have placed an order because you will see a screen invoice and receive a confirming e-mail.
If you want to place your order by phone, fax or mail, use the handy cart system, then print the cart page for a convenient list of your products and codes.
May I Get Volume Discounts?
A number of products we sell are eligible for discounts. For example, books and videos, when purchased in specified amounts, qualify for a discount. Certain books (out-of-print books for example) may not quality for a discount and this is indicated in the product information. Discounts normally do not apply to a product that is also offered as a special.
Where discounts are offered we so note on the page or with the product. Call if you need help.
Is There Free Shipping?
What does it mean when you see an item that states "Free Shipping?" Free shipping means that if an item is being sent anywhere in the continental US by ground, we will remove the item from our calculation of shipping charges (we get to choose how the order is shipped). If you specify an "air" service, normal rates apply.
Free shipping applies only to the product(s) in your order that have the "Free Shipping" phrase. Other items in your order may result in shipping charges being applied (based on the dollar amount of those other items only - see "Shipping Charges" below). Should
you decide to return an item that was sent to you with “free
shipping”, the shipping cost will deduct from your store credit
or refund.
Free shipping does not apply to orders going out of the continental United States.
What is Shipping on Assembled Looms or Trucked Looms?
Some loom manufacturers ship their larger floor looms assembled or the size requires truck shipping. The price of the loom reflects this and for these looms The Woolery offers free shipping.
Most assembled looms, as well some other looms that have large pieces (Glimåkra), must ship with a trucking company, not UPS. You may not be accustomed to receiving orders in this manner, so here is some information that you should know and consider:
- depending on your location, delivery (from time of shipping from the manufacturer) may take 1-2 weeks.
- in addition to your delivery information, your phone number will be part of the bill of lading with instructions that you should be contacted before delivery is attempted.
- because most deliveries for looms are residential, the trucking company will want to arrange an appointment with you to assure you are available. Be aware that trucking companies and/or unions may dictate what happens when the truck arrives. At the least, you should be prepared to assist in getting the loom and other items off the truck (this may mean having extra hands available). To be sure that you are satisfied, ask the trucking company what their rules are or if there are additional fees before they arrive. In most instances, your delivery will proceed satisfactorily, but asking questions about what will happen will eliminate last minute problems. From tail gate to the final location in your house, you must work this out with the trucking company, the driver and any additional help you may need. Having a cup of coffee ready for the driver might be a good idea. If any extra services beyond delivery to your address result in a charge back to the shipper and then to The Woolery, we will charge you for that amount. You can avoid these charges by asking questions first or paying for extra charges directly to the delivery company.
- thus, free shipping of trucked looms means The Woolery will pay for basic shipping to your address; additional fees, if any, will be the responsibility of the customer
- be sure to examine the shipment for damage and report any to the driver; hidden damage that is only discovered after the loom is uncrated can still be reported to the trucking company so hold on to your shipping documents. Also contact The Woolery immediately; we can help.
- these deliveries normally go very smoothly but asking questions prior to delivery and being prepared to work with the trucking company will result in a happy weaver.
- if your address/location makes it difficult or impossible to deliver by truck, tell us when you place the Order. It is possible that you may need to pay a surcharge if other arrangements can not be made.
If you have questions, please ask.
What Are Your Payment Options?
We accept cash, personal checks, bank checks, Visa, MasterCard and Discover (minimum card charge order - $20) and PayPal. All our credit card transactions, whether you call in your order or provide information via our web site, are handled under secure SSL connections. This means your on-line orders with personal information is 128-bit encrypted, thus making it private from your computer to us.
For non-credit card charged orders over $150, we recommend that you send certified funds or a money order to avoid delays in shipping your order.
International orders may require a wire transfer and for these there is a fee of $30 to handle bank charges. Please contact us about this.
Purchase orders: if you are ordering for a school, business or other organization that has "standing" we accept purchase orders. Please e-mail - info@woolery.com - or fax a copy of the PO to 502-352-9802, even if placing the order by phone or on-line. Verbal orders are fine but we must have a signed purchase order form prior to shipping. No exceptions. Terms: net 26 days from invoice date.
Prices are subject to change or correction. Prices maintained at our home office are the official prices. If in doubt, contact us directly for price information. If there is a price correction of any "significant" amount on an order received, we will contact you before we process your order, otherwise, we will make any small adjustments that are needed.
Returned Check Fee - $25
What if I Need a Special Order?
Some items we sell require special ordering. It may be a product that is made-to-order or perhaps something that a manufacturer has to make to fulfill your order or an item that we just do not stock.
In such cases we may require a full up-front payment.
Special order items, perhaps a loom or a wheel, that may have to be ordered from a manufacturer and require a period of time before shipment, are subject to a cancellation fee if you cancel the order within 72 hours after placing it. This charge is fixed at $50 regardless of the total amount of the order you placed or the reason for the cancellation. We will refund your credit card, minus this amount. Cancellations placed after 72 hours will be evaluated on a case by case basis with manufacturers stipulations being taken into consideration.
If we finish a spinning wheel for you, we will process your credit card the day we take the wheel out of the box to begin the work. It is a purchase at that time and such orders can not be canceled.
Items that are special orders may not be returned. Special orders that have been "started" by a manufacturer or shipped from the manufacturer may not be canceled or may be subject to a cancellation fee, depending on the circumstances.
How Do You Handle Back Orders/Out-of-Stock Items?
The Woolery keeps a significant inventory of nearly all items we sell (the exception being large floor looms, products that just do not turn over very often, some yarns). However, there will be instances where an item will not be in stock or available when you order. When this happens we can accommodate you in several ways:
- if ordering online, be sure to tell us what to do by reading and checking off the appropriate button on the Billing page.
- if you have ordered by fax or mail, we can contact you for instructions (or tell us in the order what to do).
- if you order by phone, we should be able to tell you right away if an item is in stock.
There is no additional charge for partial shipped orders. Under all but special circumstances, we will charge your card only when we ship an item. Free shipping is not applicable for back ordered items if the back-order(s) is less than $100.
Do You Have Lay Away?
We can help you make a purchase over time by offering a lay away program.
Place you order and prepay 1/3 of the total. On a regular basis (first of each month) over a period not to exceed 6 months, make additional payments to equal the total and we will ship after the final payment.
What Are the Shipping Options and Rates?
We ship via UPS and U.S. Mail, depending on the product, size, weight and value of the products shipped. For domestic lower 48 states. Normal UPS ground service or Priority USPS is standard (see map for time in transit from our location using ground service); however you may request faster UPS options at a higher price (for faster UPS options we charge the actual UPS rate plus $3.
If you specify mail service on a Free Shipping Item(s) and we prefer to ship with UPS (why? Because UPS offers free insurance up to $100, free tracking information and just better shipping control), we may need to increase your shipping charge to offset the increased expense or risk. Call if you have a shipping issue.
Note on Faster UPS Air Service: we strongly suggest that if you require UPS Next Day, 2-Day Air or 3-Day Air, you call in your order. There are just too many issues that can result in your being disappointed. We will do everything in our power to ship your expedited order the business day it is received but we can not guarantee this. Again, call in on matters of faster shipping if you need to nail down the issues. If there is any issue with your air service that will delay shipping, we will contact you by e-mail or phone and will hold your order until we can communicate with you.
For on-line orders requiring International Mail, our cart should provide you with an accurate quote. If for some reason the address is not reconized the cart will allow you to check out. Go ahead and check out, we will contact you via email with a shipping quote for your authorization. To more closely control this, you should call in or e-mail for a quote.
Do you need UPS Air Service?: If you select an air service to your destination that would ordinarily arrive on time using UPS Ground or Priority Mail (much less expensive shipping charges), we reserve the option of "correcting" the manner of shipping you have selected to ground service. For example: if you select 3-Day Air to your location and the UPS system estimates that their guaranteed ground service will have the package arriving in 3 days or less, we may change your shipping to be ground or perhaps Priority Mail. (see map for time in transit from our location using ground service)
If you do not want us to make any changes to the shipping instructions you have chosen, please use the Special Instructions box to indicate this.
UPS Shipments - What if shipment does not arrive when they say it should? Read this from UPS.
NOTIFICATION OF SHIPPING: if you provide an email address and we use UPS or US Postal to ship, we will provide your email address to the shipper and they will attempt to send you tracking information (UPS) or a shipping notice (USPS). These emails do not originate with The Woolery. If your computer mail is set up in any way to block certain emails, there is a possibility that you will not receive notification. UPS email uses the name "QuantumView"
Notice about correct UPS addresses: If we ship to the address you specify for your order and you subsequently arrange to have the shipment re-directed to another address, or if you provide an incorrect or incomplete address (suite number, floor number, room number, lot number, etc., as determined by UPS) you will be charged for the additional shipping charges we are charged by UPS plus $5.
Note: tracking of orders shipped to Alaska and Hawaii is not available with Priority Mail; delivery confirmation only will tell when a package has been delivered, but not where it is at any time. Thus, once a package is turned over to USPS, we and you are at their mercy; claims for non-delivery may require a wait of 45 days before the procedure can even begin. We regret that, unlike UPS, there is not a better procedure with USPS. If you require tighter control of your shipment, talk with us about UPS service to Alaska and Hawaii. Alaska ground service is delivered in 4 days and Hawaii is delivered in 6 days (rates are about 25-50 percent higher than mail service). Express Mail service is also available by request and at a higher price.
We regret we can not be responsible for items properly shipped via international mail that may not arrive or arrive damaged if insurance is not available (or refused) for your order. If a package is lost or damaged and we can collect from the postal service, we will replace your purchase, less the shipping charge, after the postal service refunds the insured value. Postal claims for lost packages require a minimum of 45 days before a claim can be filed; it will take even longer to receive a claim. All risk involved with international shipping is assumed by the buyer. However, it is rare to have any delivery issues with international shipping, so proceed with confidence.
Any "value added tax" or other fees that result from shipping to your country are your responsibility.
UPS Worldwide Service for international orders - We now offer expedited UPS air service (generally 3-5 business days) for international orders (except Canada) and we have negotiated significant discounts with UPS for this service. While still expensive (and more expensive than mail air service), you will receive your order quickly, the packages can be tracked at all points and claims are more easily handled. All documents services are covered by the shipping charge (no need to have an agency do this for you on arrival) but if there are taxes or other fees imposed by the country being shipped to, you will be responsible for this. This service is probably most appropriate for packages with weights of 10 pounds or more. Call for details, but below is a simple price comparison.
Any "value added tax" or other fees that result from shipping to your country are your responsibility.
What is the Kentucky Sales Tax?
For customers having orders shipped to points within Kentucky, the cart will add the state sales tax (6%). The tax is calculated on the total of goods AND shipping.
What Should I Do if I Have Problems with My Order?
Missing/Incorrect Items
When you receive your shipment, immediately examine the contents to determine that all items ordered are accounted for, either in the shipment or noted as back-ordered. If a small item is "missing" immediately check packing materials. All items we ship have a bar code label that we remove prior to shipping and it is placed on our in-house invoice; we can tell you if the item was packed. Call. Depending on what you ordered, there is also the possibility that not all boxes have arrived or that an item is on backorder (and you will see the letter "BO" on your invoice if this is the case and no charge for the item). It is possible for multiple box shipments to arrive over several days. Also, sometimes orders include a product that will be drop-shipped from the manufacturer/distributor resulting in packages arriving on different days.
If you note a problem with your order - missing items, duplicate items, wrong items -, contact us immediately at 800-441-9665. Claims made after 5 days of the arrival may result in denial of claim.
Damage
When you receive our shipment, immediately examine the contents to determine safe arrival. You need to do this within 5 days of receiving your order; a delay beyond this time period may limit or eliminate a claim process. Protect yourself - inspect. If you note damage, you need to do several things:
- maintain all shipping boxes and materials; these may need to be examined by the shipping company (UPS) and returned to the shipping company. Failure to maintain the packing materials can impact how a claim will be handled.
- if the shipment traveled with UPS, you need to call UPS (800-742-5877) and report the damage to them. They will want information from the shipping label and information from you about the nature of the damage. Follow the instructions you receive from UPS.
- after you have contacted UPS (if UPS was used to ship your order), contact The Woolery (800-441-9665 or 502-352-9800 for further information.
Did it arrive?
When possible, we use a form of shipping that either tracks or confirms delivery, or both. We accept this information that your order was delivered.
How Do I Return Products?
All returns must be authorized in advance by The Woolery... call us.
Authorized returns must be received by The Woolery within 8 days; include copy of invoice, a return authorization number and a brief comment about the reason for the return.
Use this address for returns via UPS:
The Woolery
315 St Clair St.Frankfort, KY 40601
Return of merchandise for reasons other than incorrect shipment on our part are subject to a 15% restocking charge and the return shipping back to The Woolery is the responsibility of the customer. Any return which originally received Free Shipping is subject to the original shipping cost being deducted from the return funds. We reserve the right to remedy any problem by correcting, in whole or part, the purchase. There are no returns after 30 days and no returns on books, videos, dyes, large looms, products that required substantial assembly or special order items. No unfinished products that have been finished (by you or the Woolery) can be returned. All returns must include all original parts, packing material and receipt and be in "new" condition. We have long relationships with most manufacturers and we will work with the customer to remedy any purchase covered by a manufacturing warranty. Items that are "special orders" may not be returned.
NOTE: For returns The Woolery recommends that you (1) use a carrier that offers shipment tracking for all returns and (2) either insure your package for safe return to us or declare the full value of the shipment so that you are completely protected if the shipment is lost or damaged in transit. If you choose not to (1) use a carrier that offers tracking and (2) insure or declare the full value of the product, you will be responsible for any loss or damage to the product during shipping. Please note that the United States Postal Service (USPS) offers limited tracking capabilities and that there is a 30-calendar-day waiting period before the USPS will initiate a trace.
Woolery Privacy Notice
Overview
When you visit The Woolery web site, you can rest assured that any information that you provide to us in the delivery of our products to you will be carefully protected and secured. When you purchase and enter your credit card information it is encrypted while it is passed to authorizing financial institutions; your personal information remains confidential.
Following are additional details regarding our privacy policy. The Woolery reserves the right to change this privacy policy at any time. If you use any services available from The Woolery, on-line or off-line, you are agreeing to the these terms:
Information Use
When you attempt to place an on-line order with us, we ask you for personal information. We use this information to process your orders and to communicate with you about the status of your orders. We also use your e-mail address to send you confirming mail about your order or to clarify issues.
The Woolery does maintain your address information and we do, from time to time, use that address to send to you promotional information through the Postal service or email. If you do not wish to receive possible mailings, please indicate this in “Special Instructions” online or by calling our office.
Cookies
As you browse The Woolery site, cookies are placed on your computer's hard drive. (Cookies are small pieces of data that are sent to your browser from a Web server and stored on your hard drive.) Cookies allow us to track the items you select, and help us match your address and credit card information with your order so you don't need to retype the information each time you visit our site.
Disclosure
Except as described in this section, we will not sell, rent or disclose your personally identifiable information to third parties without your express authorization.
We do provide your address information to various shippers, including UPS and the Postal service for delivery purposes. In the course of providing such services, these companies will receive some information, but limited to names, addresses and maybe a phone number to help deliver your product.
Any exceptions to this policy of sharing your name, address, e-mail address and phone number will only be done with your permission. The Woolery also reserves the right to disclose information when required by law.
Security and Access
When you provide personal information to us, we use a secure server (SSL) to encrypt all of your personal information to protect against unauthorized access.
We have implemented technology and security features, as well as strict internal guidelines, to safeguard the privacy of your personal information from unauthorized access or improper use. We will continue to enhance our security procedures as new technology becomes available. While we make every effort to ensure that your information is secure on our system, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, we cannot guarantee the security of any information you transmit to us, and you do so at your own risk. |
