frequently asked questions
Q: How do I place an order?
A: Orders can be placed directly on our website. If you are unable to process an order on Joann.com®, please call
1-888-739-4120 for assistance.
Q: What if I need to cancel or change my order?
Please note that we are unable to modify or cancel orders once they are submitted. 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.
Q: How can I check the status of my order?
A: To track the status of your order, click the "Track Order"
link in the upper right-hand navigation area. You will need your order number and the e-mail address used to place the order. Please allow 2-3 days for your order status to post. If you are a registered user, you can also check your order status using the "My Account" link on the home page.
Q: What payment methods can I use?
A: You may pay for your order with a VISA, MasterCard, Discover or American Express credit card or debit card, or for U.S. Customers only, a Jo-Ann Gift Card. Currently, we are unable to accept payment by check, or payment by VISA, MasterCard, Discover, or American Express branded gift cards. At this time, you may only use one credit card per order. Joann.com® will add an authorization for funds to your payment method for the total amount or your purchase. Once your order ships, the charge will appear on your payment method. There may be multiple charges if your order is sent in many different shipments. All Joann.com® orders prices will be displayed and charged in U.S Dollars, USD. For international customers, additional credit card fees may apply; your credit card company may charge a fee for converting payment into USD. Please note that Joann.com® does not offer a layaway plan.
Q: Are credit card purchases safe on Joann.com®?
A: Yes, your credit card purchases are safe on Joann.com®. We use secure servers and Secure Sockets Layer (SSL) technology to encrypt all of your personal information, including your credit card data. Once encrypted, your data
cannot be read as it travels over the Internet. For additional information on how Joann.com® maintains your
We will securely store your personal billing information only if you have registered with us and have indicated
that you wish us to store your credit card information. The secure storage of this information will facilitate a
quick and convenient checkout for you. If you are not a Joann.com® member, your payment information will not be
stored or saved.
Q: What about U.S. Sales Tax?
A: United States sales tax is charged for orders shipped to states where sales tax is applicable. The amount of sales tax charged is based on current state and local tax rates in accordance with state tax laws.
State and local sales tax rates are subject to change at any time.
- Packaging and shipping charges may also be subject to sales tax in applicable states.
- Sales tax will be refunded for returned items.
- Gift Cards purchased at Joann.com® are not taxable.
- Items sent to APO/FPO military addresses and the states of Oregon, New Hampshire, Montana, and Delaware are not subject to
- We currently collect sales tax in all states except the following: DE, HI, MT, NH, OR, WY.
Q: What is the Processing Fee?
A: The processing fee applies to orders shipping to provinces in Canada and includes taxes owed to federal and provincial authorities. At this time, Joann.com® does not ship to Quebec.
Q: What if I have tax exempt status in the United States?
A: If you are tax exempt, please set up an account on Joann.com®. Fax your tax exempt information, including the e-mail address used on your registration, and your contact information, including your first and last name, phone number and e-mail address to
330-463-6760. Your account will be created once the information has been verified. You will be notified via e-mail when the
process is complete, and you may begin placing orders online. Each time you place an order, you must sign-in to your account, and
the order must be placed using the name and address as listed on the tax exemption. Tax will automatically be removed from your
order prior to completion. Note: We will not issue tax refunds on orders placed prior to the account having been set up as tax
Q: Can I save items in my shopping cart for purchase at a later date?
A: Yes. Items placed in your shopping cart and not purchased will remain for 30 days. Your saved shopping cart is accessible
only from the computer where it was created. To access your cart from multiple locations, please click on "My Account" and
create an account.
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Q: An item was in a Jo-Ann Store, can I also find it on the website?
A: The assortment of items on Joann.com® may be different from those offered at Jo-Ann Stores.
Please contact Customer Service at 1-888-739-4120 for assistance.
Q: An item was in the sales flyer or ad, is it on the website?
A: To find items seen in our ads, you can use the "Search" box located at the top right of every page or you can click
on the weekly sales flyer where you will find a link if the item is available online.
Please contact Customer Service at 1-888-739-4120 for assistance.
Q: What if I can't find an item on the website?
A: If an item no longer appears on the website, it may be out of stock or discontinued.
Please contact Customer Service at 1-888-739-4120 for assistance.
Q: What is Jo-Ann Fabric and Craft Stores Price Match Pledge?
A: Joann.com® does offer a price match policy. Seasonal items do not qualify for price adjustments. Patterns on Joann.com® are not eligible for price match with a Jo-Ann Store price. Please note that pricing may be different between the web site and Jo-Ann Stores for many reasons, including the timing of promotional events and product source. The Price Match Pledge will be honored on Joann.com® in U.S. Dollars (USD). Please see your local Jo-Ann Store location for their posted Price Match Pledge. Joann.com® will match prices when the following conditions are met:
- Applies to identical, in-stock item only
- Price to match must have been advertised within the past 7 days
- Includes ads for competitors
- Requires proof of lower price via original/current ad or print-out of online price
- Excludes special buys, liquidations, doorbusters and club purchases
Q: Does Joann.com® offer backorders and/or rain checks?
A: No, we are not able to offer backorders or rain checks.
Q: How can I find more information about an item on the website?
A: Many items have additional information available. To find out more:
- Read what other customers say about an item in the customer reviews
- Read the Description tab and Shipping Info tab on the Product Detail page
- See other items by a certain brand by clicking the Shop by Brand link
If you have more questions about an item's picture or description, please contact Customer Service at 1-888-739-4120 for assistance.
Q: What is the item special handling fee?
A: For some items shipping with in the U.S. and U.S. Territories, a per item handling surcharge may apply due to the size and weight of the item. These items are noted in the Shipping Tab on the Product Detail Page. Special handling will be automatically calculated and shown in your Shopping Cart.
For Canadian orders, the special handling fee covers the internal resources and administrative costs associated with an international order, will be automatically calculated and shown in your Shopping Cart.
Q: How do I place a special order for products not found on Joann.com®?
A: Please contact your local Jo-Ann store to place special orders for products not available on Joann.com®.
Q: Can I order custom framing online?
A: Please note that custom framing services are not available online. You can find a participating custom framing Jo-Ann store on our Store Locator
Returns and Exchanges
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Q: How do I purchase a Jo-Ann gift card?
A: Jo-Ann Gift Cards can be purchased online at Joann.com® or at any Jo-Ann store location. To purchase a Jo-Ann Gift Card online, go to the Gift Card
link in the left-hand navigation area. Complete information to purchase. At this time, Gift Cards are not available for shipping to any destination outside of the United States.
Q: What if I do not have the gift card recipient's e-mail address?
A: If you do not have the recipient's e-mail address you may enter your own e-mail address. The activation information will be sent directly to you once the credit card is approved and the gift card order is processed. You may then provide the activation details to the recipient.
Q: How do I activate a Jo-Ann gift card?
A: You may easily activate your Gift Card online at Joann.com®. You will need the electronic card number and PIN from the e-mail you received prior to receiving the plastic gift card, and the card number and PIN from the plastic gift card.
First, click the "Gift Card" link at the bottom of the Joann.com® home page. Once there, click the "Activate Gift Card" link and enter the required information to activate your new card.
Q: How do I use a Jo-Ann gift card?
A: You can use your Jo-Ann Gift Card online at Joann.com®, or in any Jo-Ann store location. If you received or purchased a gift card from a Jo-Ann store, you can use it on the website. To use your activated gift card on Joann.com®, shop the website and add items to your cart. When you are ready to check out, you will see an option to use a Jo-Ann gift card as a payment method in the shopping cart. You may use an electronic gift card (no actual plastic card), at Joann.com® any time. However, this type of gift card cannot be redeemed in stores. At this time, Joann.com® can only accept one gift card per order. If you have multiple gift cards to be redeemed, please contact Customer Service at 1-888-739-4120 for assistance.
Q: What if my gift card does not have a PIN number?
A: If your card does not have a PIN number or cannot be activated, you may have a card that can only be used in stores. To replace it with a gift card that can be used both online and in stores, call Customer Service at 1-888-739-4120.
Q: Can I use multiple gift cards online?
A: No. At this time you can only redeem one gift card per order. If you have multiple gift cards to be redeemed, please contact Customer Service at 1-888-739-4120 for assistance.
Q: How can I check the status of my Jo-Ann gift card account?
A: You can check your gift card balance, add funds, and activate your gift card online by visiting our Jo-Ann gift card main page. The link is located on the bottom of the home page.
Q: What are the terms and conditions for gift cards?
A: Jo-Ann Gift Cards are in U.S. dollars and are considered the same as cash. They cannot be replaced if lost or stolen. Jo-Ann gift cards cannot be redeemed for cash or applied as payment to any account unless required by law.
Jo-Ann gift cards can be reloaded through the website using a credit card, unless you have a zero balance, in which case you will need to purchase a new card.
Jo-Ann gift card accounts will automatically close when the balance reaches zero. Any unused gift card balance will be held in recipient's gift card account. A credit card or other form of payment will be required to pay for the balance on orders not covered by a gift card. Only one gift card can be redeemed per online order. Activated plastic gift cards are good for purchases online at Joann.com® and at all Jo-Ann store locations. Electronic gift cards are good for online purchases only. Plastic gift cards are sent to recipients within 4-5 business days after orders are processed. At this time, gift cards are not available for shipping to any destination outside of the United States. A $1.95 shipping fee will be applied to each online gift card order.
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Q: Do I have to register to place an order with Joann.com®?
A: No. You are not required to register to place an order. Joann.com® membership is optional and free of charge. Becoming a member will make your shopping experience more convenient by allowing us to prefill your address, remember the items in your shopping cart, keep all of your shipping addresses, and track all of your orders. The "My Account" function will allow you to view any previous order information, including items ordered and ship dates.
Q: How do I sign up for a Joann.com® account?
A: To create an account, click on "My Account" at the top right-hand area of the home page.
Q: I have previously ordered from Joann.com®. Why don't I have a username?
A: You will only have a username if you have created an account with Joann.com®. An account requires a unique username and a password. To create an account, click on "My Account" in the upper right hand area of the home page.
Q: Why am I getting a password error message when attempting to log in to my account?
A: Please note that passwords are case-sensitive. Also, you may have accidentally mistyped your username and therefore the password you are entering does not match with that name. Please double check your username.
Q: What do I do if I have forgotten my username or password?
A: If you forget the password for your account, we will provide the hint you entered when you registered. If you need further assistance with your username or password, please contact Customer Service at 1-888-739-4120.
Q: How do I change my username or password?
A: Registered users may change their username or password by accessing "My Account". Click the "Edit Profile" button and then make your updates. For further assistance, please contact Customer Service at 1-888-739-4120.
Q: How do I change/update my account information?
A: To update your account information including billing address, shipping address, payment information, and registration, go to "My Account", sign in, and click the "Edit Profile" button.
Q: How do I change/update my e-mail address?
A: To update your e-mail address, go to "My Account", sign in, and click the "Edit Profile" button. To change your e-mail address to keep receiving our money-saving and informative e-mails, you can send an e-mail to Customer Service at customer.service@Joann.com®. Please be sure to include both your old and your new e-mail addresses.
Please note that e-mail address updates can take 4-6 weeks to take effect.
Q: Can I view my account history?
A: Yes, just click on "Order Status" in the top left-hand navigation area, or click on My Account at the top right-hand area of this page.
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Sales, Coupons and Price Promotions
Q: Can I use a store coupon on the Joann.com® website?
A: Joann.com® accepts coupons which explicitly state they are for use online OR for use in-store and online.
Q: Can I print coupons from the website?
A: Jo-Ann Fabric and Craft Stores offers coupons on our homepage, and on the store locator tab. Please contact Customer Service at 1-888-739-4120 for assistance.
Q: What coupons can I use on the website?
Q: Why is my coupon code not working?
A: If your coupon does not seem to be working, please check the following:
- Did you type in the coupon promotion code exactly as it appears? Be sure to remove any extra spaces before or after the promotion code.
- Has the coupon expired? Or, is the coupon not yet active?
- Is the coupon able to be used on Joann.com® or is it valid in stores only? To determine this, please read the coupon details carefully.
- Are you trying to use the coupon on an item which is excluded from coupon use? To determine if you can use a code on the item you are purchasing please review the coupon exclusion language, or review the product copy for an exclusion note. Please note that you can use only one coupon or promotion code per order on Joann.com®. Jo-Ann Fabric and Craft Stores does not make coupons available on the Web site to print for use in stores.
- Is the coupon valid for your shipping destination?
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®.
Q: How do I redeem a coupon online?
A: On the shopping cart review page (click on "Shopping Cart" at the upper right-hand corner of the page), there is a field near the center of the screen where your promotion code can be entered. You must click the "submit" button next to the field in order for the promotion code to apply to your order.
Q: Can I use my coupon code on any item?
A: There are Joann.com® items that are excluded from coupon use. To determine if you can use a code on the item you are purchasing please:
- Review the coupon exclusion language carefully
- Review the product copy for an exclusion note
- View the coupon exclusion page, Exclusions
Q: Can I get a rain check for an out-of-stock item?
A: Please note that Joann.com® does not offer rain checks or process backorders. However, when prompted, you can provide us with an e-mail address and we will notify you by e-mail when the item comes back in stock.
Q: How can I know when something is on sale?
A: Sale prices change regularly. To receive notification of sale events via mail or e-mail, you may contact us at customer.service@Joann.com®, or call Customer Service at 1-888-739-4120. Our Customer Service personnel are unable to provide information regarding future sale events. Pricing may be different between the website and Jo-Ann stores for many reasons, including the timing of promotional events. Please note that we do not offer rain checks if an item is out of stock at the time it is on sale.
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Q: Where is my sales flyer?
A: If you have signed up to receive a sales flyer but have not yet received one, you may contact us at customer.service@Joann.com® or call Customer Service at 1-888-739-4120. Please remember to allow 6-8 weeks to begin receiving flyers, or up to 4 weeks for e-mails due to advance scheduling.
Q: How can I sign up for a sales flyer?
A: You can sign up for sales offers via e-mail or direct mail on your Contact Preferences
Q: What offers are in this week's flyer?
Q: How can I report a store experience?
A: Please let us know about your shopping experience in a Jo-Ann store by using our convenient contact form
. We appreciate your feedback!
Q: How can I find out about events at a local Jo-Ann store?
Q: How much do in store classes cost?
A: The current Class Catalog
will provide a brief description of the class, what you can learn, and associated costs. Class details for each specific store are also available on our Store Locator
Q: How long is a class?
A: Classes vary in number of sessions and length of sessions. The current Class Catalog will provide a brief description of the class, what you can learn, and class length details. Class details for each specific store are also available on our Store Locator
Q: How can I become an instructor for Jo-Ann classes?
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A: Jo-Ann is always seeking talented instructors to teach our classes. For full details, contact the Education Coordinator at the participating store near you. Locate participating stores near you on our Store Locator
• To find out more about be being a Wilton® Cake Decorating Instructor, go to www.wilton.com
and click on Classes, then Instructors Wanted.
If interested in being a Spotted Canary School Instructor, go to spottedcanaryschool.com and click on the
Certified Scrapbook Instructor link
. Please mention you learned about these opportunities at Joann.com®!
Q: Why am I having trouble downloading a project pattern?
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A: If you see a blank page after clicking Download, you need to make a change in settings in Adobe Acrobat Reader 4.0.
- If you have Acrobat Reader 3.0, please upgrade to version 4.0 or greater before proceeding.
- Close all Acrobat Reader Files you may be using. Make sure Acrobat Reader is open.
- In the File menu of Acrobat Reader, click on Preferences, and then click on General.
- At General Preferences, go to the Options section (near the bottom) and look for Web Browser Integration (in the right column).
- Make sure the check box is EMPTY; do not click if the check box is already empty. Click OK; then close Acrobat Reader.
- Open your browser and view the pattern.
- Additional suggestion: We recommend clearing the cache and history in the browser.