We love you. We're here to answer all your questions and make any concerns or troubles you have go away. Reach out to Furls Support and let us take care of you.
FAQ's
Status + Shipping + Order Changes
How Much is Shipping?
US Shipping
Standard US Shipping- $8.46
Average Delivery in 3-4 days
Free US Shipping- $0.00
Average Delivery in 3-4 days, Only on orders over $125
Canadian Shipping
Standard Canada Shipping- $13.96
Average Delivery in 6-14 days
International Shipping
Standard International Shipping- $18.79
Average Delivery in 10-18 days
Do You Offer Expedited Shipping?
We have chosen the speediest and cost-effective shipping methods possible for now. We may introduce more shipping methods in the future.
Do You Ship to PO Boxes?
Yes, we certainly do ship to PO Boxes in the USA and across the world!
Where is my order?
Alpha Series Wooden Hooks:
I purchased my wooden hook under 25 days ago and it's still not shipped:
If you purchased your Furls Alpha Series Wooden Hook 25 days ago or less and it still has not shipped, it's most likely that we're just experiecing a hook rush. We try to have all hooks finished and shipped 14-21 days after ordering, but when hooks are ordered in frenzies (especially during November and December) it can take up to 25 days or more to get a wooden hook made a shipped. Feel free to get in touch with our Support Team at support@furlscrochet.com to request a status update, but it is most likely that your hook will soon be on its way. We will notify you if there are any delays you need to know about, like accidental hook breakages.
I purchased my wooden hook over 25 days ago and it's still not shipped:
If you purchased your Furls Alpha Series Wooden Hook more than 25 days and it still has not shipped, please get in touch with our Support Team at support@furlscrochet.com. It is most likely that there have just been delays due to high order volume, but we'd like to give you assurance and we'll be happy to check for you.
I purchased my products (not a wooden hook) over 5 days ago and it's still not shipped:
If you purchased a product that is not a wooden hook more than 5 days ago and it has still not shipped, it is likely that there your order was (1) accidentally placed on backorder (2) . We guarantee your satisfaction, so if the mistake is ours or part of our system, we'll fix it for you at no charge.
US Orders: My order was shipped over a week ago, and it's still not here:
If you received a shipping confirmation for a US order over 7-10 days ago and your package has still not arrived, it's most likely that our carrier (USPS, or UPS) are experiecing delivery issues. Please get in touch with our Support Team at support@furlscrochet.com and we'll get in touch with the shipping carrier to locate and deliver the package as soon as possible.
International Orders: My order was shipped over a 14 days ago, and it's still not here:
If you received a shipping confirmation for an international order over 14 days ago and your package has still not arrived, it's most likely that the package is still in transit. On average, it takes our international orders 10-16 days to arrive, but countries frequently hold packages for an extra 10-16 days to allow for Customs Inspections and other international trade safety measures.
International Orders: My order was shipped over a 32 days ago, and it's still not here:
If you received a shipping confirmation for an international over 32 days ago and your package has still not arrived, your country may be holding you package for an extended period of time. This is very rare, but can happen with countries that do not trade with the US frequently or diplomatically. We've never had a package not arrive, but feel free to contact our Support Team at support@furlscrochet.com if you'd like us to check on the status with our shipping carrier.
Changes to My Order
If you entered the incorrect address or need to change, add, or subtract and item in your order, please contact our Support Team at support@furlscrochet.com as soon as possible. If your order has already shipped, we will make a new one for you with the right details, and you can always exchange products you have received.
Will My Country Charge me Customs or Duties?
International orders may be subject to import taxes, custom & duties and fees levied by the destination country. The recipient of an international shipment may be subject to such rates, and these must be borne by the recipient. Customs policies vary widely country to country; please contact your local customs office for your country's policies. When customs clearance procedures are required, it can cause delays and expenses beyond our delivery estimates.
Potential Misdelivery
If you believe that your order has been misdelivered by any one of our shipping carriers, email our Support Team at support@furlscrochet.com and we will get in touch with our carrier to sort things out as soon as possible.
Broken Products + Replacements + Refunds
Broken, Defective, or NonFunctional Products
Crochet Hooks:
I have a broken hook, and I want a replacement
No problem! Just email our Support Team at support@furlscrochet.com and we'll get a replacement started and you taken care of as soon as we can.
I have a broken hook, and I want a refund
No problem! Just email our Support Team at support@furlscrochet.com and we'll get a refund furnished and you taken care of as soon as we can.
I have a defective wooden hook, and I want a repair
Also no problem! Just email our Support Team at support@furlscrochet.com and we'll send you a return label to send back your hook. If you have a wooden hook that needs a repair, please inclue a copy of our Repair Instructions sheet that you have filled out with your hook when you send it back so we can diagnose the issue and repair your hook as effectively as possible.
Jewelry
If you have any sort of defective, broken, or unsatisfactory jewelry, we will replace, refund, or repair it at no cost. Just email our Support Team at support@furlscrochet.com
How often do Furls products break?
Less than 02.4% of all Furls products experience damages or need repairs (1/4 of the global consumer goods industry standard of 11.3% defects), and we back every product by a replacement or refund warranty. If something breaks, we'll fix it and make the situation right.
Replacement Issues
If your replacement breaks, isn't what you wanted, or is in any other way unsatisfactory, we'll be happy to provide you with a replacement that does meet your expectations or furnish you with a full refund.
Refund Issues
Please note that depending on your bank or financial institution, your refund may take 3-7 days to process. If you're having an issue with your refund, please contact our Support Team at support@furlscrochet.com
Crochet Questions
How do the hooks work?
Furls hooks combine a unique mix of science and artistry to perfectly meld hand and hook. Watch our Founder talk more about how Furls' hooks work or read all 7 Reasons Why You Deserve a Furls hook to find out more.
How long are the hooks?
Each crochet hook is 5.75”-6" long and just under .75” wide at it’s widest point. We have a unique hand metric that determines for average hands with an MCP (metacarpalphalangeal joint) width of 2.75-3.25”, leaving about 1.25” of straight shaft for working and about .5”-1” of crochet hook to flow off of the end of the palm (knife grip) or through the thumb-index finger wedge (pen grip).
Any recommendations for beginners? What hook is right for me?
If you're trying to find which hook is right for you to start, our Tulipwood or Cocobolo in Size 5mm is the best choice. These are the most popular (and two of the most beautiful woods) we carry, 5mm is our most popular size and fits a great variety of projects, and the wooden hook has such a comfortable and luxurious hand-feel, that you're sure to get started with as few hickups as possible.
I'm having a problem using my hook. Help!
If you're having trouble getting used to your hook, our best recommendation is just to experiment and get creative with your hand grip until you get creative. You can also read a great review of how Annemarie got used to her hook or watch Michael of The Crochet Crowd using his Blackberry hook as a reference.
Do you or will you make Afghan or Tunisian hooks?
Currently, we do not make any Afghan or Tunisian hooks because of the unique, ergonomic stylings of our hooks and how they interact with longer hooks. We are focused on providing the best possible crochet hooks, and do not want to divert our efforts by developing too many crochet hooks at once. We do not have any plans to produce Afghan or Tunisian hooks in the near future but if it's something you'd like to see, let us know by emailing our Support Team and we'll add it to our list!
Do you or will you make any other hook sizes?
Currently, the sizes we offer are Size F (3.75mm), Size G (4mm), Size H (5mm), and Size I (5.5mm) in our Candy Shop crochet hook line. We plan on adding Size J (6mm), Size K (6.5mm), and Size L (7.0mm) in late March 2014. Our Alpha Series Crochet Hooks are available in sizes E (3.5mm) through Q (15.0mm).
Do you have any recommendations on patterns or yarns?
Our strongest recommendation for patterns are Bonita Patterns and The Crochet Crowd. We love their work and both companies are run by really great people! For lace yarns and patterns, we also highly recommend Lisbeth Threads. Be sure to check them out and ask them for patterns if they don’t have any currently on their site; they’ve got some really fun stuff!
Ordering + Website + Newsletter Issues
How do I place an order?
You can place an order at any time by going to our product pages, selecting your desired crochet hook or hooks from the drop-down selection, and clicking 'Add to Cart'. From there, you will be taken through our secure online checkout and you may use any standard credit card, debit card, or Paypal to check out at your leisure.
We also have a manual order sheet in case you would prefer to order offline. Just contact our Support Team at support@furlscrochet.com and we'll send you our manual order sheet.
Do you currently offer any discounts or specials on orders?
Absolutely! We currently offer Free Shipping on all US orders over $125. We also have various seasonal specials and discounts which can be found through our Facebook page or through our Newsletter .
The website isn't working!
I can't checkout
If you're trying to checkout on the Furls Fiberarts website but for some reason you cannot checkout, we have 2 recommendations. The first is closing your browser and reopening your window in the latest edition of Google Chrome. If that still doesn't work, email our Support Team at support@furlscrochet.com and we'll send you a manual order sheet to use for your order.
My Cart Won't Refresh
If you're trying to use the Furls Fiberarts website but for some reason your cart is malfunctioning, we have 2 recommendations. The first is closing your browser and reopening your window in the latest edition of Google Chrome. If that still doesn't work, email our Support Team at support@furlscrochet.com and we'll send you a manual order sheet to use for your order.
Newsletter Issues
I can't sign up to the newsletter!
If you're trying to sign up to the newsletter but for some reason it's not working, we suggest either using our direct newsletter signup link or, if that doesn't work, emailing our Support Team at support@furlscrochet.com with your Full Name and Email and we'll add you manually.
I cannot see the attachment on the newsletter welcome email.
None of our newsletters are sent by attachments, they are all sent as content in the emails. If you're seeing an attachment on one of your newsletter welcome or confirmation emails, it's simply a piece of code telling your email host that we are friendly, not spam, and they can add us to your address book.
Affiliates + Partners + Wholesale
Are your products available for Local Yarn Stores or Wholesalers?
Wholesale Sign Up
Certain products are available for US + International Local Yarn Stores and other businesses at wholesale pricing. To become a wholesaler and view our available products for wholesalers, visit our wholesale signup page and follow the sign up instructions there.
International Distribution
Coming Soon
Affiliate Questions
How Do I Become an Affiliate?
Coming Soon
Affiliate Set Up
Coming Soon
Affiliate Payment
Coming Soon
