FAQ's | Some of your most frequently asked questions! – The Mitten Company

Product Questions

 

Are all of your mittens 100% wool?


Yes, all of my mittens are 100% wool. It is the warmest product and wears very well. Other mitten makers may use sweaters that are a combination of wool along with acrylic or cotton fibers. These are not nearly as warm and may not keep their size and shape when laundered.

 

How should I wash my mittens?


Wash your mittens along with your regular laundry in warm water, dry in the dryer. Pretty easy, huh?

 

What do you mean by “felting the wool”?


Felting is a process of washing the 100% wool sweater in hot water and drying it in a hot dryer. This will shrink the actual fibers and close the air holes in the sweater. This makes a very warm fabric from which to make the mittens.

 

Which kind of wool is the warmest?


Boiled wool is the warmest, but it doesn’t allow much hand movement. Next warmest is Shetland wool. It is quite coarse and thick. Lamb's wool is next warmest and is soft to the touch. Cashmere is the thinnest of the wools and is the least warm, but has a wonderful softness.

 

Is cashmere really a wool?


Yes, it comes from mature goats.

 

 

 

Ordering Questions

 

Can I ship you old sweaters to make me custom mittens?


As of now, we are overstocked with sweater submissions. We will make an announcement when we start accepting sweater submissions again.

 

How long will it take to process my order?


Most orders are processed and put into the works within 24 hours. And within 3-5 business days during peak holiday season. From there, it's all up to USPS... If any problems arise, we’ll get a hold of you within that timeframe and let you know.

 

How can I check my order status?


We’ll send you an order confirmation email immediately upon your order being received, as well as a shipping confirmation email (complete with USPS tracking information) when your mittens have shipped.

 

Can I change my order after it has been placed?


Within 1 hour of ordering, changes and/or modifications shouldn’t be a problem. Past 1 hour, we may not be able to modify or change your order. Yes, sometimes your orders get in the mail within 1 hour of you placing your order :)

 

 

 

Payment Questions

 

What forms of payment do you accept?


We gladly accept major credit cards such as Visa, MasterCard, Discover, and American Express.

 

 

 

Shipping Questions

 

How long does it take for my order to arrive?


Plan on 5-7 business days from the time we receive your order to the time we lovingly ship it to your desired destination. Outside of the continental US, including Alaska and Hawaii may take slightly longer.

 

How much does shipping cost?


We ship all orders USPS. Orders leave our building within 1-3 business days, and within 5-7 business days during peak holiday season. From there, it's all up to USPS...

USA orders = FREE SHIPPING

Canada orders = $12
Read our recent article about increased Canada shipping rates.

 

Do you ship international?


Right now, we only ship to the US and Canada. We will let you all know if that changes.

 

Will you ship to an address other than my billing address?


Of course we will. Simply enter a different shipping address in the checkout from the correct billing address listed on your credit card account. We do not ship any order without proper billing information. If your billing information does not match your billing address, we will contact you to sort it out.

 

 

 

Returns Questions

 

Do you accept returns?


Absolutely. Our goal is 100% satisfaction and we feel a reasonable return policy is a big part of the satisfaction.

 

What is your return policy?


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your mittens must be unused and in the same condition that you received it. Use the original packaging. Due to the uniqueness of our mittens, it is impossible to exchange your mittens for an exact duplicate. We would be happy to exchange your mittens for a similar color/style. Sizing exchanges are subject to the same restrictions. Look over our size chart to make the best decision for your size needs. Please be as specific as you can when requesting an exchange. We will do our best to make you happy with your purchase.