Frequently asked questions: in-person visits, online shopping, RCY Rewards

Updated as of June 30, 2021

When will you open for in-person shopping?

Thank you for asking. Like many businesses we’ve had to completely restructure during the pandemic. We had to significantly downsize and move everything, including our workshops, online. It’s a lot of change. We’re extremely grateful to all of our customers who supported our online business and kept us going through the pandemic. We’re committed to ensuring our service to both our local pickup customers and our ship-to customers remains a priority. Without you, we wouldn’t have made it.

Reopening to in-person shopping is going to take some time. We can’t really say how long it will take but we can say that there are a number of tasks we have ahead of us, including hiring our staff back and training on our completely new systems, cleaning protocols, and health and safety standards. And we have some major work to do in getting the store front reorganized for in-person shopping.

That’s a long answer to a short question. When we’re ready and we have a better idea of the future, we’ll make an announcement. Until then, we’re here and ready to help you find a great yarn, by phone, by email, with shipping or with curb-side pickup. You’ll get individualized service, without having to leave home!

I can't shop online! How can you help me?

Rest assured, we've got a work around for you. We've been helping our customers find the right pattern, yarn, needles and hooks, over the phone, by email and zoom now for more than a year now. Want to try out a yarn before you buy a sweater quantity? We can now put yarn on reserve for online customers (for a short period of time). Want a better idea of the shade/intensity of a colour of yarn? We can take a photo for you, with the yarn next to other shades of colour or with neutrals, so that you can get a better view. Looking for a DK weight, 100% cotton yarn? We have a built-in filter on our website and would love to show it to you. Trying to navigate our website on a mobile phone? We can help you with that, too. For those of you who are local, we offer a full/partial refund at the door if your order isn't exactly what you wanted. But in all cases, we find that having a phone conversation before you order makes all the difference. And you don't have to stand in line to wait your turn, or wear a mask, or use hand sanitizer to access Barb or Cynthia. If you prefer to place your order over the phone because you don't have a computer or an email address, we're more than happy to help you with that as well

Shop online and get RCY Rewards Points!

It's easy to collect points; they're automatically added to your account with every purchase and you can redeem them for a discount code that can be applied to any purchase. You can use them to pay for classes, products and shipping, you can even use them to buy a gift card! Sweet. When you're logged in, just click on the RCY Rewards lozenge to see your points total. Need some help redeeming them? Click here and Cynthia will talk you through it!

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. ETA? In most cases, we'll be able to pick your order, package and make it available within 24 hours. Order today, pick up tomorrow.
  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 and press 5 to speak to a sales associate.

Questions about curbside service

Where do I pick up my order? Park right in front of our store and text. We’ll put your order on the table outside the front door for you. Please check the name on the order before you take it. If you have any mobility issues, just call ahead and we'll arrange to bring your order to your car.

I forgot something! Can I just add on to my order? I don't like the colour of the yarn I bought. Can I exchange it? 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. If you’d like to add to your order, please place a second order online or call the shop, and press 5 to speak to a sales associate. We’ll help you with your add-on request before you head over to the store.

If you aren’t 100% happy with your order when you come to pick it up, please let us know before you leave. We’ll take your order back inside and refund all or part of it right away. Our curbside staff are not able to exchange or bring different colours out to show you. Call the main line (780-477-YARN) and press 5 to talk to a sales associate.

I just placed an order from the parking lot, can I get it now? We appreciate your order, we really do! We hope that you understand that ordering from just outside the store doesn't mean that we'll be able to fulfill it immediately. It's always best to order from home and wait for the "ready for pickup" email.

Can I pay with cash or debit? We are unable to accept cash at this time. And we can't hold your order for payment at the door (debit). If you need a work around to using a credit card, we can offer an electronic funds transfer option.

Alternatives to in-person shopping?

Our out-of-town shoppers have been "visiting" by Zoom for quite some time now and since COVID struck, we've been arranging with our locals to do a little Zoom shopping and we're very pleased with how it’s working out. You will still need to make an appointment, 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 colour combinations. 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 and press 5 to speak to a sales associate; we’ll call you back as soon as possible.

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 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