FAQs

If you forget your password or need to reset it, you can do so here.

If you need to update the email address on your account, log into your account here, and you may update your name, email address, or change your password.

If you completed your order as a guest, you will not be able to edit your email address on your own. Please contact customer service here.

Unfortunately we are unable to offer price adjustments on products that go on sale after a purchase has been made.

All prices and totals are shown in USD.

Please use the Contact Us form that can be found here.

Our Customer Support team is available Monday - Friday from 8:30am - 5:00pm ET (except U.S. national holidays.)

Not completely satisfied with it? Don't worry, returns are easy. Returns must be received within 30 days of the purchase date. To get started, complete the form here.

Items must be unopened, in original packaging, and unused.

In addition to completing the form, please be sure to send us as many of the following as possible:

• Order number or invoice number.
  
• Packing list and invoice.
  
• Reason for return request.
  
• If a product is defective explain what is wrong with the product, photos help.

*Please note, all clearance sales are final and cannot be returned or exchanged.

You can place an order on our website by checking out as a guest or creating an online account with us. Please note that we are unable to ship to customers outside the contiguous U.S. at this time. We apologize for any inconvenience.

We accept all major credit cards: Visa, Mastercard, Discover, and American Express. We also accept Apple Pay, Google Pay, and Shop Pay

The order process begins when you click on the submit order button in the checkout. We are unable to modify an order once it is submitted.

Please note that your order number is required when requesting an order cancellation. 

Please contact us here to request an order cancellation.

We will gladly cancel your order if it has not been processed.

To view your order status, you must be logged in. If you are not already logged in, click on the "Account" button – 

Desktop computer users: the button is at the top right of the page next to the cart icon. 

Mobile device users: the link is at the bottom of the main menu. 

Enter your email address and password in the appropriate fields.

Once you've logged into your account, you'll be able to view the status of your order.

• Yes. To request tax-exempt status, please contact us here and select “Tax Exempt Request” as your reason. Please include: Your company name, the email address on your account, the state(s) the exemption applies to, and a copy of your valid exemption or resale certificate.
• Our Customer Service team will review your document and update your account. Once you’re notified, please log in to your account at checkout so the exemption can be applied.

We generally ship orders within 48 hours of placement of the order, Monday - Friday. Standard shipping time is 5-10 business days, depending on your location and barring complications such as adverse weather conditions or shipping delays as noted.

For more information on our shipping policies, please click here

We offer Flat Rate Shipping of $10.95 on all orders under $49.00.

Orders of $49.00 or more ship FREE!*

*Order value is calculated based on pretax subtotal after any discounts and promotions are applied.

Yes, we do! We use USPS to ship to P.O. Boxes. If you have entered a P.O. Box, please make sure an additional street address line has NOT been entered.

Please Note: If both a P.O. Box and street address line have been entered, this will delay order delivery.

Unfortunately, we do not ship to customers outside the contiguous U.S. at this time 

Unfortunately, we are unable to ship our products to customers residing in countries outside the U.S. at this time. We apologize for any inconvenience.

Make sure your hands are clean, dry and lotion-free while stitching. Otherwise, moisture and/or oils from your skin or the lotion can transfer to the fabric.

To help protect the fabric even further, you can place a piece of tissue paper on top of the fabric before placing it in a hoop or frame for stitching. Then tear away a small section of the tissue paper to expose the area in which you will be working.

When not actively working on your design, keep it covered. If you are using a hoop, remove the hoop when not stitching to prevent marks or creases that may be difficult to remove when you are finished with the design.

• Needlepoint designs stitched with wool yarn should NOT be washed with soap and water. If the design needs to be cleaned, commercial dry cleaning is the best choice.
• For designs stitched with embroidery floss you may want to spot test a small area before submerging the entire design in water. Or you can try washing some leftover floss, particularly darker, richer shades, to see if you notice any bleeding.
  NOTE: While the floss in our needlecraft kits is colorfast, it’s always best to err on the side of caution. Dyes can occasionally react to water temperature or specific minerals in tap water.
• If the design includes embellishments such as ribbon, tassels, or pompoms, spot cleaning is probably best to maintain the integrity of the embellishments.
• Use cold water and a mild dishwashing liquid to gently handwash the design. Do not scrub with a brush and do not rub sections of the fabric together, as this may damage the stitching.
• If you see any signs of bleeding, stop washing and immediately rinse under cold water. Keep rinsing to wash away the dye before it attaches to the fabric.
• When finished washing, let the water drain from the fabric. DO NOT wring. Place the design on a towel and roll them together in a jelly roll fashion to remove excess moisture. Repeat with another towel if needed.
• Lay the design flat to air dry. Remember that natural fabrics may shrink slightly after washing, so it’s important to measure the finished design before purchasing any framing materials.
• To press the design after it has dried, lay it face down on a dry towel. Use a dry iron on a medium temperature setting and press lightly so you don’t flatten your stitches. Use extra caution if your design includes embellishments.

Yes, replacement floss and yarn is available. Please visit this page for more info and to request your replacement. 

Yes, we can send you a replacement pattern as a printable PDF file. Please visit this page for more info and to request your replacement.