Frequently asked questions: in-person visits, online shopping, RCY Rewards
Updated as of July 26, 2022
Important Message: RCY Rewards Program Phasing Out
Hey friends! We're phasing out our RCY Rewards program. Effective August 15, 2022, purchases will no longer add points to your account. You'll still be able to redeem them until the end of the year and on December 31, 2022, our RCY Rewards program will officially close. Need some help redeeming them? Click here and Cynthia will talk you through it! You can use your reward points to get a discount on anything we sell in the shop, including workshops, yarn, digital patterns, notions, project bags and even already-on-sale items... you name it! If you have questions or concerns about your RCY Rewards, please e-mail: email@example.com.
River City Yarns reserves the right to modify or discontinue the RCY Rewards program at any time.
When will you open for in-person shopping?
Thank you for asking, we understand that you miss us! Over the past two years, River City Yarns has survived by fully embracing the online shopping experience and we're going to continue with that model. The way you browse, find yarns and get support looks different than it used to, but Barb and Cynthia are here to help. Send an email to firstname.lastname@example.org or call the shop at 780-477-9276. Read all about it »
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 two years now. 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
How curbside pickup works
- Select curbside pickup as your delivery option when ordering online.
- 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.
- 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.
Flat Rate Shipping
Did you know that we have a one price shipping rate? Because it's not based on weight, It's a great way to get a package, without having to add or subtract items from your cart. No worries about your mailing address, either. We ship to all locations in North America (including the Canadian Territories, Alaska and Hawaii) for only $15 CAD. These days, that's only about 8 litres, or less than two gallons of gas!
In order to keep our shipping rate low, we are no longer able to provide free shipping on larger orders. As with any change in policy, we want to give you advance notice, so between now and the end July, we'll continue to offer free shipping on orders over $200. Effective August 1, we'll make the flat rate applicable to all orders. We're crunching the numbers to make our flat rate as low as possible (and easy for you). If you have questions or concerns about our shipping rates, please contact us at email@example.com.
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.
If you need help placing an order, we’re here Tuesday through Saturday 12–4 pm MT to answer questions and guide you through any issues you might have. Email us at firstname.lastname@example.org or call our main line at 780-477-9276.
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