Our Policies of Operation at
Avalon Springs Farm
Anti-Discrimination and Hate Speech Policy
We do not tolerate discrimination or hate speech against any group – race, creed, ethnicity, religion, sexual orientation, age, ability/disability, social or economic standing, or plain bullying. It will be removed, deleted, blocked or taken down from this site or any of our social media or public customer correspondence with us anywhere.
We make yarn and work with color to bring joy to the world. Our belief system is based on: welcoming one another; learning, listening and sharing, teaching; and above all LOVE!
Artisanal work
Most items are created by hand and in small batches with all or some aspect of the craft done at our farm.
- Some colors and attributes are repeatable, but may never be exact. Please note dye lot numbers. Please get what you need.
- Some farm created yarn bases, rovings, and felt are created with fleece from a group of animals at a particular time and place. Like color, it may be repeatable, but might not be exact. Even the same animal ages or copes with a changing environment. Rest assured to correct for variation, we grade all our fiber.
Client Communication
We look for communication from our Contact Us form on this website first.
- We will communicate with you at your preference methods: in-person, phone, email, text, with photos when applicable, and video calls. We can also offer American Sign Language by appointment.
- Our communications are closed/delayed during weekends and holidays and festival dates. Also we operate from the Eastern Standard Time Zone, and normal 9 am to 3 pm business day. If your message fall outside of this, we will resume on the next business day. Occasionally, we are away from the technology to operate the farm or the making yarn. Most is prompt, but please allow the occasional one to two business days.
- Further note on communication – We do not use every social media; we will try to catch your message within the ones we do use. If we have not seen something please use the contact method in this website as a default.
Client Satisfaction Commitment
- It is our utmost priority that our clients are satisfied and happy with our products and services.
- When something is not right, we will work with you to get resolution and mutual agreement.
- We know it is right when our clients feel welcome, pleased and at ease, continue engaging, and recommend us.
Intellectual Property Policy
Avalon Springs Farm, LLC reserves all rights @2021 for the content of the website and web-store and our work.
If you are interested in something, don’t take – please ask.
Privacy Policy
See separate link, listed in our page footer.
Refunds & Exchanges
- Returns are allowed within one business week of receipt of goods (determined by tracking information). Please contact us with-in that time frame. We do this for everyone’s bio-security.
- To return, yarn must be in resale condition. This means as was received. For example, but not limited to: as was originally skeined; with label; not cut, spun, caked, balled, wound, knit, crochet, or otherwise worked. Also, not exposed to smoke or scent, nor stained or wetted.
- Customer provides shipping cost on returns for an elected refund or exchange.
- No returns on sale items or coupon applications.
- If the item is damaged or incorrect, we will make every attempt to rectify, replace, or refund.
- If the item is damaged or incorrect, we will provide return shipping cost.
Sales Tax
We do business from Maryland, USA and all sales taxes apply.
Shipping
We suggest that packages containing yarn not be opened by cutting into the packaging.
If you opt for the Flat Rate shipping, we generally use the United States Post Office, Priority Mail.
- Packaging and shipping are done from the premises with pick up from here.
- Sometimes, a package requires a trip to the shipper (USPS or UPS), those will be done once a week during regular business hours and non-Federal holidays.
- Most items are ready-to-ship and will ship within one week.
- Custom orders will have their own dates & times accepted by clients before order is taken.
- Back orders are generally shipped within 30 days. We will communicate and confirm with clients on case by case basis.
Regarding Shipping Contingencies:
- Use your Tracking Number. For USPS it is a 22 digit number & UPS Brown is a 18 digit alpha/numeric ID. It will be listed on your email notice of shipment.
- Make use of the “Text & Email Updates” feature on either of these shipping methods. This lets the shipper know of your interest, as well as, letting you know of the movements of your parcel.
- Make use of the “Tracking History” feature on either of these shipping methods. You can see where it is in route to being delivered.
- Let us know that your package has not arrived, we will do the same steps from our end.
- USPS Customer Service is 1-800-2765-8777 and TTY 1-800-877-8330. Sometimes calling the local office of any of these shipping methods and speaking with a customer service person can make a big difference.
- Occasionally a compliant can be filed by us (the sender) to prompt further action or research.
- After the complaint process is exhausted, and the parcel is truly lost or not going to be delivered, then a claim can be filed, at which point we can proceed to replace the item. In most cases, Avalon Springs Farm would file the claim and receive the eventual inventory reimbursement.
- If the recipient dose eventually get the package, we ask that you contact us for return shipment or payment. Please remember that as a small business every sale matters.
Who, Why, When
We do all that we do as a small family and single person operation. Karen is the business and studio and farm. This means we love what we do, but we are working with in some factors –
Mother Nature is factor number one. Because we are a farm with live fiber animals, their welfare comes first. Sometimes, we will need to wait until weather permits, or delay something else because an animal needs us now. These things can impact our schedule or activities.
Family and our privacy is also a consideration. We are not open any hour or day. We absolutely welcome your desire to visit, but please go by our posted events, activities, and open hours of public operation. It’s then that we will be ready to greet you.