FAQ
SHIPPING
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Below is the progress of your order:
First: After you finish placing your order, it will be captured and transfer to "Processing" process. This process would take 1-3 days to complete.
Second: After the "Processing" process, your order will be ready to be shipped out. We will send you the tracking number via the email that you used when placing your order.
Delivery time will take up to 7 - 21 business days.
* Please note that shipping in Holiday season would take 1 - 2 business days more than usual.
Since an order needs up to 3 weeks to be delivered, please reach out to us if that period has passed.
HOW CAN I TRACK MY ORDER?
After we have shipped your order out, an email which is entitled "A shipment from order #xxxxx is on the way" will be sent to the email that you used when placing your order.
After that, click to the blue button "View your order" then you will land on your order's status page where you can track your order.
To Track your order simply take the tracking number provided and paste it into tracking app (https://www.17track.net/en)
Simply click enter on the tracking code provided on the tracking page to check your order's status.
**Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update**
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see tracking events within 24-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
How to Cancel your Order!
Knitfirst allows up to 24 hours for customers to cancel there Order or change an address.
To cancel your order for what ever reason please contact our support staff at Support@knitfirst.com
All cancelations will need to take place within 24 hours of purchase, after this timeframe the order will begin processing and shipment.
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
Where do we ship from?
All products and shipments will be shipped from China or Usa.
PAYMENT
HOW CAN I PAY FOR MY ORDER?
We offer safe shopping and accept payment via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.
WHICH CURRENCY ARE YOU USING ON YOUR WEBSITE?
Our products are set in US Dollar. Fortunately, our system will automatically convert it for you, don't worry!
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
PAYMENT ERRORS
WHY COULDN'T I COMPLETE MY ORDER BECAUSE OF "ZIP CODE DOES NOT MATCH" ERROR?
This error typically occurs when the billing address entered does not match what is on file with your financial institution.
Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.
Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your issuer bank to figure it out.
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
PRIVACY POLICY
HOW CAN I TRUST YOUR STORE TO PROVIDE MY CARD INFORMATION?
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
WILL MY CARD'S INFORMATION BE KEPT OR STOLEN?
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
MANAGING YOUR ORDER
HOW TO PLACE AN ORDER?
First of all, visit our store at: https://knitfirst.com/
Choose products that you love, then click "Add to cart" and "Check out".
Then fill in your information and pay.
That's it! Very easy.
POST - PURCHASE
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.
If you received a defective/damaged item, please kindly contact us by sending an email to support@knitfirst.com, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem.
There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 30%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.
WHAT SHOULD I DO IF I PROVIDE YOU A WRONG SHIPPING ADDRESS?
In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to support@knitfirst.com and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.
TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?
There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver.
In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.
Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.
HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?
Below is the progress of your order:
First: After you finish placing your order, it will be captured and transfer to "Processing" process. This process would take 1-3 days to complete.
Second: After the "Processing" process, your order will be ready to be shipped out. We will send you the tracking number via the email that you used when placing your order.
Delivery time will take up to 7 - 21 business days.
* Please note that shipping in Holiday season would take 1 - 2 business days more than usual.
Since an order needs up to 3 weeks to be delivered, please reach out to us if that period has passed.
HOW CAN I TRACK MY ORDER?
After we have shipped your order out, an email which is entitled "A shipment from order #xxxxx is on the way" will be sent to the email that you used when placing your order.
After that, click to the blue button "View your order" then you will land on your order's status page where you can track your order.
To Track your order simply take the tracking number provided and paste it into tracking app (https://www.17track.net/en)
Simply click enter on the tracking code provided on the tracking page to check your order's status.
**Please note after receiving your tracking number it can take up to 2-3 days for the tracking to update**
WHEN WILL MY TRACKING INFORMATION APPEAR?
You should see tracking events within 24-72 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.
WHY IS MY SHIPMENT STATUS UNCHANGED?
Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. Please note that tracking information can be displayed after your order started being shipped.
How to Cancel your Order!
Knitfirst allows up to 24 hours for customers to cancel there Order or change an address.
To cancel your order for what ever reason please contact our support staff at Support@knitfirst.com
All cancelations will need to take place within 24 hours of purchase, after this timeframe the order will begin processing and shipment.
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
Where do we ship from?
All products and shipments will be shipped from China or Usa.
PAYMENT
HOW CAN I PAY FOR MY ORDER?
We offer safe shopping and accept payment via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.
WHICH CURRENCY ARE YOU USING ON YOUR WEBSITE?
Our products are set in US Dollar. Fortunately, our system will automatically convert it for you, don't worry!
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
PAYMENT ERRORS
WHY COULDN'T I COMPLETE MY ORDER BECAUSE OF "ZIP CODE DOES NOT MATCH" ERROR?
This error typically occurs when the billing address entered does not match what is on file with your financial institution.
Firstly, please attempt your order again with updated billing information. Please be informed that you need to match your billing address correctly to the address which you have registered with your card issuer bank. This includes any formatting associated with applicable unit numbers, as well as requiring a full nine-digit zip code for some verification.
Secondly, be advised that every instance in which this error populates results in a pre-authorization, which will simply fall off and never post to your account. For getting the better support, please contact your issuer bank to figure it out.
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
PRIVACY POLICY
HOW CAN I TRUST YOUR STORE TO PROVIDE MY CARD INFORMATION?
To protect your personal information, we take reasonable precautions and follow industry best practices to make sure it is not inappropriately lost, misused, accessed, disclosed, altered or destroyed.
If you provide us with your credit card information, the information is encrypted using secure socket layer technology (SSL) and stored with a AES-256 encryption. Although no method of transmission over the Internet or electronic storage is 100% secure, we follow all PCI-DSS requirements and implement additional generally accepted industry standards.
WILL MY CARD'S INFORMATION BE KEPT OR STOLEN?
Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
Payment:
If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.
For more insight, you may also want to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
STILL NEED HELP?
Can not find the answer you need? Contact us: support@knitfirst.com
MANAGING YOUR ORDER
HOW TO PLACE AN ORDER?
First of all, visit our store at: https://knitfirst.com/
Choose products that you love, then click "Add to cart" and "Check out".
Then fill in your information and pay.
That's it! Very easy.
POST - PURCHASE
WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?
We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.
If you received a defective/damaged item, please kindly contact us by sending an email to support@knitfirst.com, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem.
There are 3 options that we can offer you, that we will send you a replacement, or you return our product to get a full refund or you can keep the product and we refund you 30%. Please be informed that you can only choose 1 of 3 options above, and it is the final solution for your request.
WHAT SHOULD I DO IF I PROVIDE YOU A WRONG SHIPPING ADDRESS?
In case of providing us an incorrect shipping address, you should contact us immediately by sending an email to support@knitfirst.com and provide us your correct address. We will check whether we can change it for you.
If your order was shipped out, we are really sorry that we are not able to change it for you nor sending you another packet without any fee.
TRACKING SHOWS "RETURNED TO SENDER", WHAT SHOULD I DO?
There are 2 common reasons that make your packet be returned: Your shipping address is incorrect/insufficient or you are absence at the time the packet was attempted to deliver.
In cases that your shipping address is not correct, we are not able to take any responsibility since we shipped it out to the address that you provided us and it is not the mistake from our end.
Otherwise, we are willing to send you a replacement. If the second packet can not reach you, we are sorry to tell you that we are not able to help you out with this.