FAQ

Have a question that isn't answered here? Please ask the next time you are in the shop or email us at hello@blacksquirrelberkeley.com. Inquiries about orders? Please email orders@blacksquirrelberkeley.com. You can also call or text us, though we only answer the phone and text messages during shop hours.

Do you offer gift certificates?
We do! You can purchase e-gift cards for our shop by clicking here. They can be redeemed for both in-store and online purchases and never expire. If you have a gift card from our old point-of-sale system (Square - the code is all numbers not a mix of letters & numbers), please contact us via the email above with your Square gift card number and we will issue a new e-card to you for our new system.

I can't find the email with my e-gift card or lost the paper print-out of the code that I was given. Can you help me?
Yes. We can look it up in the system and resend it. Contact us at the email above.

Where are you located?
Our brick & mortar shop is located at 651 Addison St, Suite B in Berkeley, California. Check our Find Us page for more information.

What are your store hours?
Monday, Wednesday & Friday from 12 to 6 pm
Thursday from 12 to 9pm
Saturdays & Sundays from 11 to 6

We are closed on Tuesdays
Online 24/7
Shop hours including Holiday hours are listed on our Classes & Events calendar page.

Are you pet-friendly?
Yes! We love dogs! Pets are welcome in our shop as long as they are well-behaved, under their person’s control/on a leash, and friendly with other animals and people. We have treats at the counter.

Can you special order items?
We can! Whether it is an indie-dyed yarn, a commercial yarn, a notion, or a tool; we are always happy to help if we can source it for you. Contact us via the email above or come in to see us for more information!

Can I get help on my project?
Yes! We are here to help! Supporting our crafting community is very important to us. Dropped a stitch? Need help deciphering a pattern? Want to make sure you’re doing your yarn-overs, shell stitches, or french knots correctly? Then feel free to drop by any time (or contact us via the email above for virtual help)! You don’t need to be working with supplies you bought from us. Everyone who works in the shop is very friendly and helpful. All we ask is that you be patient; we may get interrupted by other customers. We are also available to support our customers with special needs.  Contact us via the email above to see how we can help you.

Can I just hang out and craft in your shop?
Yes! Community is at the heart of who we are. We'd love to have you come and hang out with us any time we are open; there is always room at the table for you. We also have a free and fun weekly Stitch & Bitch crafting circle on Thursday evenings from 6-9pm and Queer & Crafty on Monday evenings from 6-9 pm.

Are you an ADA-/Queer-/BIPOC-/all-age-/budget-friendly business?
YES! The answer to this question should always be an enthusiastic YES! We actively work at making our shop a welcoming and inclusive space for all people.

I don't use the name listed on in your system. Can I change it?
Absolutely! We would rather use your preferred name. We can do that in store or by email.

Do you check dye lots or match indie dyed skeins before shipping?
Absolutely! If the skeins or dye lots don't match, we will always email you before shipping.

My order hasn't arrived, where is it?
Packages from us will have a shipping notification email with USPS tracking information. The exception is very small items like stickers which are shipped in an envelope. It is possible that there was an issue with your order that we want to resolve before shipping. If skeins don't match or something is out of stock we will always contact you before shipping. Please check your spam filter for an email from us. If this doesn't help, please see our shipping policies here or contact us at orders@blacksquirrelberkeley.com for more information.

I see a product in your online store. Can I find it in your brick & mortar store?
Yes! Everything we have online is available in person as well.

I don’t see a product in your online store. Do you have things in your brick & mortar store that aren’t online?
We do have a few things that aren’t online. Please contact us via the email above with any questions.

What are your policies regarding shipping, returns, and exchanges?
You can find our shipping policies here and our returns and exchanges policies here. If you have any questions not addressed there, please contact us via the email above.

Do you offer free shipping?
Yes. We offer free USPS Ground Advantage shipping on all domestic orders over $100. See our shipping policies here for more information.

I have a question or concern about my order. What should I do?
Reach out to us! We stand behind our products and always strive to give you the best and most friendly customer service. We want to hear from you! Contact us via the email above. You can also call, text, or visit us in person.

Can I order online and pick up my order at the shop?
Absolutely! Select pick up at check out. We will notify you via email when your order is ready for pick up. If you haven't received a notice from us, please check your spam filter or contact us. See our Order Pick Up Policies for more information.

Have a question that isn't answered here? Contact us! We really do want to help.