Our Customer Service department is currently receiving higher than expected call and email volume. Our team is doing everything they can to respond to customer inquiries as quickly as possible. We apologize for any issues you may be experiencing while reaching out to us.
- What's the status of my order?
Status of my orderStandard Ground orders take up to 3 business days (Mon.-Fri.) to process in our warehouse. If an order is placed on Friday, Saturday or Sunday, it will ship out within 3 business days the following week. You will receive an email once your order ships or if any status changes. Please allow up to 4 business days (Mon.-Fri.) to receive a shipping communication email or a status change update. While the order is processing at our warehouse, the status doesn't change and will remain "In Progress". Orders containing fabric that is cut by the yard, may take on the higher end of our processing time. Items shipping direct from the manufacturer will take additional processing time and ship separate from the remainder of your order. Visit our My Account page to easily check the status of your order either by logging in to your account or using the Track an Order feature.
- Can I change or cancel my order?
Q: What if I need to cancel or change my order?A: Once your order is placed, it begins processing and is sent to our warehouse. If you want to change or add to your order, please place a separate order for any item not in your original order. Any unwanted items can be returned. For product return instructions, please click on "Return Policy" at the bottom of the home page. Once the returned item has been received at our warehouse, a credit for the product price and tax or processing fees will be issued to your account in approximately 2 to 3 weeks.
- Why was an item cancelled and will I be charged?
Q: Why was an item on my order cancelled and will I be charged?A: While we do our best to fulfill all of our orders, occasionally we have to cancel an item on an order due to availability. You will receive a separate email letting you know about this cancellation and your credit card will not be charged. When you originally placed the order, we authorized your credit card for the full order value, however you will only be charged for the items we shipped and the original authorization value will fall off based on your banks standard timeline. Bank timelines vary but should not be more than a few days.
- How do I enter a promotion code for my order?
Q: How do I enter a promotion code for my order?A: Promotion codes, if applicable, can be entered on the shopping bag page by clicking on "my bag" on the top right of any page after adding items to your cart. The promotion code field is below the item details before the subtotal in the right hand column.
- Can I use more than one promotion code?
Q: Can I use more than one promotion code per order?A: No. At this time you are able to use one coupon or promotion code per order on Joann.com.
- I forgot to enter my promotion code, can I adjust my order?
Q: If I forget to enter a promo code can my order price be adjusted?A: An order may be able to be adjusted within 30 minutes and please contact us to discuss order options.
- What items are excluded from promotions?
- Why are there multiple authorizations on my credit card?
Q: Why are there multiple authorizations on my credit card?A: You may see multiple authorizations on your account if you attempted to process an online order multiple times by hitting the "submit" button. Even if your order did not process, you may still see an authorization on your account. An authorization is a pending charge or hold on a payment account and is not a true charge. The authorization on your credit card or PayPal account allows Joann.com to make sure the account is valid and has the necessary funds available to process your order. Your payment method is not charged until we ship your order. The release of an authorization may also appear as a refund on a credit card statement, or the authorization may be deleted from the account entirely. The void may take 7 business days (or longer, depending on your bank) to appear.
- How do I return my item?
Hours of Operation:
Attention: Customer Service Department
5555 Darrow Rd.
Hudson, OH 44236