River City Yarns and COVID-19

Updated as of December 4, 2020

Shopping at River City Yarns

Getting your River City Yarns order before December 24, 2020 »

Due to increasing COVID cases in Alberta, River City Yarns will be closed for any in-person visits until the new year (2021), and we will reassess at that time. Contactless curbside pickups and regularly scheduled shipping options are still available.

How curbside pickup works

  1. Select curbside pickup as your delivery option when ordering online.
  2. Wait for your fulfillment email and read it for the days and times available. Curbside pickups are Tuesday through Saturday 12–4 pm, but if you need an alternate time or day, email or call us to book.
  3. After you get your fulfillment email, come to the store and TEXT your last name and order number to our dedicated cell phone at 780-803-9276. We’ll bring your order out to you. (Note: this number is for curbside pickup only. If you need to contact us for any other reason, please call our main line at 780-477-9276.)

With winter here to stay, we've made some changes to curbside pickup.

#1. We’ll be leaving packages on the table outside the front door for pickup rather than walking them out to your car. We'll get your package to the door much quicker. That said, we're happy to accommodate customers with mobility issues. If you do require door-to-car delivery, please call ahead and we’ll be happy to help.

#2. We will not be able to offer on-the-spot exchanges or purchases. We understand that you might like to add to your order or that the colour of yarn you chose online is not right for your project. We’re trying to accommodate but we can’t do these exchanges or add-ons at the door. To avoid errors and disappointment, it’s important that we fill all the orders in the queue in the order they are received.

If you’d like to add to your order: needles, notions, pattern printing, for example, please place a second order online or call the shop and leave a message. We’ll call you back as soon as possible and help you with your add-on request.

So what happens if you aren’t 100% happy with your order when you pick it up? Maybe you ordered the wrong thing, or maybe the colour just isn’t what you wanted. Don’t worry, you’re not stuck with it. We’ll be happy to refund all or part of your order right away. We just won’t be able do exchanges or bring different colours out to show you right now. You can place another order online for the item of your choice, or call into the store and do some over the phone consulting before placing a new order.

#3. We won’t be able to take phone orders from the parking lot. For the same reason we can’t do on-the-spot exchanges or purchases, we can’t do on-the-spot phone orders. When you place an online order, everyone (you, our staff and our fantastic online store) knows what’s available for you to buy. This keeps it fair for everyone. We are happy to help you with over-the-phone orders, we just need to take care of our online orders first.

#4. We are unable to accept cash for payment at this time. If you need a work around to using a credit card, we can offer an electronic funds transfer option to purchase a gift card that you can use online instead. It’s pretty slick and works really well.

About no in-person shopping...

Ever since COVID struck, we’ve been running RCY with minimal staff. It’s been a lot of work for a very few people. We’ve also been taking extraordinary precautions to keep our staff (and our customers) safe and healthy. Some of those precautions haven’t been very popular with some folks, but we’re operating on the premise of “better safe than sorry”. And to our customers—the vast majority of whom have been very understanding and supportive—we offer a very heartfelt,
“Thank you, thank you, thank you!”

True, we can’t accommodate as many customers as we used to. But for us, accommodating fewer customers is better than accommodating no customers which is what could happen if any of our staff were to contract COVID and we had to close down entirely. Believe us, we do realize how very fortunate we are to be in a business that can still function amid the pandemic while so many others are struggling to survive.

While we were able to offer in-person appointments for a time, the increase in COVID cases in Edmonton prompted us to re-evaluate that service. As a result, we’ve been experimenting with shopping by Zoom meeting. And we’ve been very pleased with how it’s worked out so far. You will still need to make an appointment to do so, but it’s the next best thing to being in the store. We’ll be able to show you the colours— and colour combinations—that interest you before you make your online purchase. If Zoom isn’t your thing, we’ve become very good at offering alternatives, such as an emailed photo of a colour combination. And, as always you can phone in to the main line for help with any other questions you might have. Our phone line has been very busy, so if we don’t answer right away, please leave a message. We will get back to you.

Need to order by phone?

No problem! Call 780-477-9276 to leave a message, and we’ll call you back as soon as we’ve fulfilled our current orders.

Need help?

If you need help placing an order, we’re here Tuesday through Saturday 12–4 pm to answer questions and guide you through any issues you might have. Email us at info@rivercityyarns.com or call our main line at 780-477-9276.

Thank you!

We also want to take this opportunity to thank all of our loyal customers whose online shopping have kept us going through these difficult economic times. Your words of support and your willingness to try something new has been amazing. We are so grateful. Thank you.

Barb, Cynthia and as always, our wonderful team of people at River City Yarns