Frequently Asked Questions
I forgot my MDK account password.
I can’t log into my MDK account, and I did not receive a new password after using the “forgot password” link. How can I get access to my account?
Your email address could have been entered incorrectly when you registered for your account. If so, we’re happy to help get it corrected for you. Please email us at [email protected] and we’ll confirm all your information so that you may log in and continue accessing your account. Please note: receiving Snippets or New Post Notifications does not mean you have an MDK account as they are separate.
Tell me about your newsletter, Snippets.
Our weekly newsletter, sent every Saturday, is a digest of the prior week’s happenings at MDK. Snippets features our latest projects, articles and interests, as well as new products in our Shop. Snippets readers often get first crack at those just-can’t-resist items we love (and know that you will too!). We take our readers’ privacy seriously and will never share your personal information with anyone.
How do I subscribe to Snippets?
Our subscription box appears at the bottom of every page of our website. Enter your email address in the field marked “Email Address,” then click the box that says “Subscribe” to submit your request. (Please note: signing up for our emails does not automatically create an MDK account, it simply adds you to our mailing list. To create an account please visit “View My Account” through the home page.)
How do I subscribe to your Daily New Post Notifications?
Underneath the subscription box that appears at the bottom of every page of our website, there is a check box that says “Also receive daily new post notifications”. Leave this box checked, then enter your email address in the field marked “Email Address,” then click the box that says “Subscribe” to submit your request. Please note this will sign you up for the newsletter and post emails. Please note, you may always unsubscribe by clicking the “Unsubscribe” link at the bottom of every email. (We’ll sure be sad to see you go though!)
Do you collect sales tax?
Yes, but only if your shipping address is in Tennessee.
From where do you ship and how often?
We ship every weekday from our headquarters in Nashville, Tennessee. From Nashville (37208) to other major metropolitan areas, transit time is usually 3 business days, but can take up to 7 days. (Delivery times are not guaranteed.) You’ll receive a tracking number via email when your order has shipped—if you haven’t received it, please check your spam folder, and allow 24 hours for it to begin tracking. Orders received on weekends and after noon Central time on Fridays will ship out the following Monday or business day. Please see our Shipping Policy for further details.
Do you ship internationally?
Yes! We currently offer international shipping to Canada, Australia and the United Kingdom. At this time these are the only international shipping locations we offer. Our wholesale options are limited to shops within the United States. We adhere to all customs requirements and cannot mark the package as a gift or falsify the value. Any taxes/duties/customs fees charged by your country are strictly your responsibility. Please see our Shipping Policy for further details.
What forms of payment do you accept?
We accept all major credit cards. Payments are securely processed through Authorize.net. At this time we do not offer PayPal as a form of tender.
How do I get my patterns? Can I print or save a pattern as a PDF?
All our patterns are for sale as individual PDF files. PDFs are delivered digitally for download; you will not receive by mail a hard copy of a pattern purchased in PDF format. Upon completion of your purchase, you will be provided with a “Download” button in your browser. Clicking on this button will automatically begin the PDF download to your computer (depending on your browser, you may be required to choose a “Save As” location for your new file). You will also receive a confirmation via email with a download link for your file(s). If you have completed checkout using your MDK account, you can also always access your patterns and downloads by signing into your MDK account, clicking on the little human icon in the upper right hand corner, which will have a drop-down option “Downloadable Patterns & Books”—your files will be in there. Customers are provided 5 separate downloads of a PDF per purchase. Once you download and store a pattern on your computer or device, you should be able to open the saved version in the future—there should be no need to re-download it each time you need it. However, if you do exceed your download limit for a pattern, please contact us at [email protected], and we’ll be happy to reset the download limit for you.
You can easily print using “File → Print” if you are on a desktop version of the site. Or once you have saved your PDF to your device, you can open the file and follow the prompts to print through whatever preview program you are using.
Please note: MDK patterns purchased through Ravelry must be accessed there and will not carry over to your MDK account as they are two separate, unlinked libraries. For trouble with Ravelry pattern access, please reach out to Ravelry directly.
Can I purchase digital patterns as a collection or e-book? Do you sell printed versions of your patterns?
Can I exchange or return my order?
If you would like to make an exchange or return for store credit, please contact us at [email protected] within 15 days of receipt. Exchanges are accepted for products that remain in their original sale condition (e.g., all kits contain original quantity of skeins; yarns remain unwound in skein with original labels). Please note that you are responsible for all shipping costs associated with exchanges. When sending your item(s) back, kindly include: a copy of your order packing slip, your email address, your phone number and your shipping address. Please note that we are not responsible for any uninsured or lost packages.
We are unable to accept returns on print books or digital content, including ebook and pattern PDFs.
Can I make changes to my order after it is placed?
Orders are typically processed within hours of receipt as we strive to process orders as fast as possible. We will certainly attempt to accommodate any changes made to an existing order as best we can, as long as the order hasn’t already begun processing or shipping. If you have placed an order and would like to request a change, please send an email immediately to [email protected] including your name, order number and the words “Order Update Request” in the subject line and we will do our best to accommodate your requests. Please note changes to orders will likely delay shipment of your product. We cannot make changes to electronic orders (digital patterns, PDFs, ebooks, etc.).
I received my order, and there was a mistake. What should I do?
Please contact our Customer Service at [email protected] within 15 days of receiving your order and we’ll resolve the discrepancy as quickly as possible. If your purchase arrives damaged, please contact us at [email protected] within 15 days of receipt of the damaged item and we will provide instructions for return/replacement. If a return is granted due to damage, permitted refunds will be in the form of a credit to the original credit card used for payment. (Please note your bank may require additional days to process and post the transaction.) Yarn must be in its original condition: unwound in skein with original labels.
Are the product colors in your photos accurate?
We do our very best to ensure the color in our product pictures is as close to real life as possible. Unfortunately, we cannot guarantee that what is seen on your monitor is accurate as each monitor, device and settings show color differently.
Can you wind my yarn?
No, unfortunately. As a small shop we do not have the tools or capacity to wind yarn for orders. We appreciate your understanding!
How can I be a writer, contributor, or sample knitter for MDK?
We are always excited to hear from our readers and fellow crafters. You are welcome to send us an email at [email protected] or use our hashtag on social media, #mymdk. Sample knitters please complete our Sample Knitter Submission form here (note US only). If a collaboration is a possible fit, we will certainly be in touch.
How can I be a wholesaler? And are all your products available for wholesale?
Currently our Field Guides are the only MDK products available for wholesale. Please visit our Wholesale link at the bottom of our site and complete a Wholesale Application. If you experience any difficulties with the form submission, please email your contact information, store name, phone number, website, address, email, and a copy of your wholesale certificate/resale EIN to [email protected] and we will get you set up. You must have an MDK account to be set up with wholesale purchase access. Please note, you must be logged into your approved wholesale account to see all wholesale rates, products and previews.
Where are the old blog letters on your new site?
Ann and Kay still write to each other daily, and these daily letter entries can be found by clicking on the “Letters” tab on the top left hand side of the MasonDixonKnitting.com homepage. (We’ve even created a handy user manual for our site, How to MDK!)
Can I visit MDK in Nashville?
While World Headquarters is in Nashville, we do not have a brick and mortar storefront as we are an e-commerce shop only. Although we don’t have a physical shop set up, you are welcome to shop with us any time (and from the comfort of your own home! Shopping in PJs? No judgement here!) via our website. Do we offer the occasional popup shop here and there? You bet. Should we expand MDK World Headquarters to include a physical shop, our readers will be the first to know.