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Customer Service

  From the moment you reach one of us on the telephone or you click through from our website, you are our focus. We want you to be perfectly delighted with every product your purchase, every person you speak with and every experience you have with us. We believe that ordering stitching supplies should be just as much fun as working on the project itself.

 The reality is that things don’t always run quite as smoothly as planned, and sometimes mistakes do happen. If you experience any problem with your order, then please contact us right away. Our Customer Service team is committed to going the extra mile to make sure that your questions are answered, your problems are recognized and resolved, and that you’re pleased with each and every item you receive.

Our hours are 8:30am to 6pm Eastern Time.

  • Telephone: 1-800-723-9210
  • Fax: 1-800-340-1757
  • International Customers: Dial the U.S. international access code, then 1-603-253-8731
  • Email: customerservice@patternworks.com
  • Mail:  Patternworks, PO Box 1618, Center Harbor, NH 03226 USA

customer service
Customer Service: Maggie (12 years), Laura (9 years), Debbie (1 year),
Becky (13 years), Vickie (7 years),

    If we ever fall short of this, please contact me personally because I want to hear from you. Your constructive comments are what will help us to serve you better. So please, contemplate your Keepsake Quilting experience!  If you were not perfectly delighted, then reach out to me and let me know. We value your friendship and trust and we don’t ever want to leave you feeling anything but completely satisfied.

Maggie Fuentes
PO Box 1618
Center Harbor, NH 03226
NoSkype800-723-9210
Direct line:NoSkype 603-250-6770
Maggie.Fuentes@fwmedia.com

 

 

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How do I return an item?
If you still have the packing slip from your order, then please fill out the back portion of the slip. If you do not have the packing slip, then be sure to write down your name, billing address, item(s) you're returning, and if applicable, the item(s) you would like to order in exchange. Be sure to include this with your return, and send to Patternworks, PO Box 1618, Center Harbor, NH 03226, ATTN: Customer Service. You do not need any kind of return authorization from us prior to sending back your item(s). You may return any item you have purchased from us, at any time, for refund or exchange.

How do I check the status of my order online?
To check the status of your order, you must first log in. Once you have done this, click on My Account. Your orders will be displayed under Order Status, and you may click on the order number for more details.

What does ship method PD mean?
If your shipment method shows PD, this indicates that the items were shipped by US Mail. Normal delivery time is 7-10 business days.

Where do I put in my club membership number when I'm ordering from the Web site?
When you log in on our Web site, your account references your customer number. Your club membership is directly tied into your customer number, therefore when you log in, the system already knows that you are a club member. There is no need to type in your membership number. The discounts on books and upgraded shipping will be applied automatically to your order. You will be able to see the adjusted total on your order confirmation that will be emailed to you after the order is submitted. If you have any problems applying your coupons to your order, then please tell us which coupons you are using when you get to the Comments window at the end of your order. When we process the order we will apply the appropriate coupons for you.

10/14/14: Due to overwhelming demand our shipping times are delayed approximately 4 days. We are working hard to process and ship your orders as soon as possible. If you must receive your order quicker, we are offering $5.00 off our expedited shipping charges for a limited time. Please use promo code PWSHIP5.
What are your shipping charges?
Our shipping charges are based on the value of the merchandise being purchased. For orders being shipped within the United States, the shipping charges are as follows:
Purchases up to $10.00 $2.50
  From $10.01 to $25.00 $5.50
  $25.01 to 40.00 
$6.50
  $40.01 to 55.00 $7.50
  $55.01 to 70.00 $8.50
  over $70.00 $9.50

For Canadian shipments, the shipping charge is the amount shown above plus $9.00. For Foreign shipments, the shipping charge is the amount shown above plus $15.00.

UPS 2Day® add $12.00
UPS Ground® (3-5) add $6.00

How will my package be shipped?
Our standard method of shipment is US Mail with normal delivery time being 7-10 business days. For shipments to Canada, we ship US Mail with normal delivery time being 10-14 business days. For all foreign shipments, we ship by Airmail with normal delivery time being 1 - 4 weeks.

What if I want to receive my order faster than normal delivery time?
We offer UPS Expedited Delivery. You may choose this option from our Web site as long as your shipping address is not to a Post Office Box. UPS Ground is a 3-5 day delivery service and is an additional $6.00, UPS 2 Day delivery is an additional $12.00, and UPS Next Day is an additional $20.00. Please note that expedited delivery is for in-stock items only. Your order must be placed by 1 p.m. (Eastern Time) Monday through Friday and shipped within the contiguous 48 states. Unfortunately, expedited delivery is not available for all items, or for delivery to rural routes, postal boxes or general delivery addresses. Please call Customer Service at 800-723-9210 for availability.

If an item in my order is on backorder, will I be charged again for shipping?
You are charged the total amount of postage and handling when the first portion of your order is shipped. All backorders will be sent when they are available with no additional postage and handling.

When is my credit card charged?
Your credit card will not be charged until your order is sent.

What if something in my order is damaged or missing?
Delivery is guaranteed. If your order gets to you in poor condition, or not at all, it's not your problem, it's ours. Please contact us by e-mail at customerservice@patternworks.com or by phone at 800-723-9210. Let us know what the problem is and well take care of it!

How do I get e-mail promotions? We regularly send out e-mails announcing upcoming events or advertising special sales. Please log in on our Web site and click on My Account; then go to Login Information, and click on edit. To be included in our e-mail promotions just click on the box so that a check mark appears. Then click Update.

Why do I need to choose a Secret Question/Secret Answer for my Login Information?
This is a special feature that will be helpful in case you forget your password. Once you save an answer to your secret question, you may retrieve your password easily at any time.

What if I forget my password?
Click on password recovery in the box titled Existing Customer Login. Fill in the e-mail address you use to log in and click the box for Send password to above e-mail or Answer Secret Question, then click on Next. Depending on your selection, your password will either be emailed to you or will be displayed immediately on the screen.

What is my User Name?
Your User Name is your e-mail address.

How do I get coupons?
You receive a selection of money saving coupons when you join our Patternworks Club.

Why did I not receive an e-mailed confirmation of my order?
Within ten minutes from the time you submit your order you should receive an e-mailed order confirmation. These e-mails are sent directly from our bulk e-mail server and may be filtered automatically as Spam or junk mail, depending on your e-mail settings. To avoid this happening, please add customerservice@patternworks.com to your address book. If you did not receive your e-mail confirmation and would like us to resend it for you, please contact us at 800-723-9210 or e-mail customerservice@patternworks.com.

What are your shop hours?
Our shop, located in Center Harbor, NH is open seven days a week.  Our winter hours are Monday through Sunday from 9:00 a.m. to 5:00 p.m.  Our summer hours are Monday through Saturday 9:00 am to 6:00 pm and Sunday 9:00 a.m. to 5:00 p.m.  Please check here to see if we are on winter or summer hours if you are unsure.  We are closed on Easter, Thanksgiving and Christmas.

How do I get to the shop?
From I-93 in New Hampshire, take exit 23. At the end of the exit ramp, head east onto Route 104 towards Meredith. Travel 8.1 miles, you will come to an intersection with Route 3. There is a traffic light at the intersection; turn left onto Route 3 North. Travel 1 mile and you will come to another traffic light, turn right onto Route 25 East. Travel 4.7 miles until you reach a double set of traffic lights. Heath's Hardware will be on your right and Senter's Market on your left. Turn left at the light. Our shop is located in Senter's Market.

Can I get the free pattern without purchasing the yarn?
We have a selection of patterns that are available free with the purchase of at least one ball or skein of the featured yarn. These patterns are not available to purchase separately.

Why do I have to log in to make a purchase?
Our Web site requires that you register an online account before you make your purchase. The initial registration will require that you type in your name and billing address, provide your e-mail address, choose a password, and choose your secret question/secret answer. Subsequent visits will only require that you type in your e-mail address and password. By doing this, you will be able to check back at any time to see the status of your order, and you are able to save items in your Wish List.

How can I change me e-mail address or my password?
You may change your e-mail address or password right from the Web site at any time. Simply log in and go under "My Account". At your Login Information, click on "edit". You may change your e-mail address, your password, and you may view or change your Secret Questions/Secret Answer.


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