FREQUENTLY ASKED QUESTIONS

 

Unfortunately, JOANN is no longer shipping outside of the United States or Canada. We're sorry for the inconvenience. 

 

 

ORDER INFORMATION

 

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 send an email to Customer Care for assistance.

 

Q: What if I need to cancel or change my order?

A: We are unable to modify or cancel orders. 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 visit our International Return Policy 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. If the item ran out of stock before your order was processed and we canceled your order, you may contact our Customer Service team for a replacement honoring the promotional price from your original order. At this time, JOANN is unable to offer order replacements or exchanges for international orders

 

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 bottom section of every page on joann.com. You will need your tracking 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, with your PayPal or Visa Checkout account, or for U.S. Customers only, a JOANN 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: 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.

 

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 privacy and security, please click on Privacy Policy in the upper left-hand navigation area. 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: Can I save items in my shopping bag for purchase at a later date?

A: Yes. If you are logged into your account, you will be able to Save for Later any item that is in your shopping bag. However, inventory for items is not held, so no guarantees for availability can be made for items saved in your shopping bag.
 

Q: When are taxes and duties collected?

A: All taxes and duties are collected at checkout


SHIPPING INFORMATION

 

Through our partnership with ESW, JOANN offers shipping to Canada.

 

Please refer to our International Shipping page for details.

 

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PRODUCT INFORMATION

 

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 email Customer Care for assistance.

 

Q: Can I resell Joann merchandise?

A: No resellers. We reserve the right to limit quantities, no rain checks.

 

Q: What is the JOANN Price Match Policy?

A: JOANN stores will match prices on identical in-stock merchandise sold by brick-and-mortar retailers, joann.com, and select online competitors. For full list of requirements and more details please click here

 

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 and Returns 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 email Customer Care for assistance.

 

RETURNS & EXCHANGES

 

Please refer to our International Return Policy page for details.

 

At this time, JOANN is unable to offer order replacements or exchanges for international orders

 

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GIFT CARDS

 

Q: How do I purchase a JOANN gift card?

A: Gift cards are not available for purchase outside of the United States.
 

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ACCOUNT INFORMATION

 

Q: Do I have to register to place an order with joann.com®?

A: 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 the Hi! Sign in at the top right corner of every page and select Create an Account. You will then be prompted to create an account.

 

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 the Hi! Sign in at the top right corner of every page and select Create an Account. You will then be prompted to create an account.

 

Q: Why can't I log in to the app or joann.com with my email?

A: We apologize for the inconvenience. But as part of our commitment to protecting your privacy, we periodically require your password to be reset. You will need to reset your password by following the Reset Password link at sign in.

 

Q: What happened to social log in?

A: As of 09/25/19, we are no longer offering social log in. If you previously used Facebook, Instagram, or Google+ to sign in, you can access your account by signing in using the same email associated with that social account and resetting your password.

 

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, select Forgot Your Password and enter your email address. If we have your email address on file, we will send you an email to reset your password. If you need further assistance with your username or password, please email Customer Care for assistance.

 

Q: How do I change my username or password?

A: Registered users may change their username or password by accessing "My Account". Select Account Settings and then select the sections you would like to edit. For further assistance, please email Customer Care.

 

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 into the different sections to edit your information.

 

Q: How do I change/update my e-mail address?

A: To update your e-mail address, go to "My Account", sign in, select Account Settings and then select edit Contact Information. To change your e-mail address to keep receiving our money-saving and informative e-mails, you can send an e-mail to Customer Care 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. If you are signed in, you can click on Orders under your name in the top-right corner of every page. You can also access your orders in your account under Orders.
 

Q: Can I adjust my contact preferences for email?

A: Too many ideas and not enough time? We would love to hear how to best communicate to you. Click here to adjust your contact preferences for email. 

 

 

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SALES & COUPONS

 

Q: How do I enter a coupon or promo code for my order?

A: Promotion codes, if applicable, can be entered on the shopping bag page by clicking on the shopping bag icon on the top right of any page after adding items to your cart. The coupon or promo code field is below the order summary before the total in the right hand column.

 

Q: What coupons can I use on the website?

A: You may use any coupon which states it is valid to be used on joann.com®. Some coupons are valid ONLY on joann.com®, while other coupons are valid on joann.com® and in JOANN stores. Please read the coupon details carefully for terms of use.

 

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®. JOANN 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: Coupon codes, if applicable, can be entered on the shopping bag page by clicking on the shopping bag icon on the top right of any page after adding items to your cart. The coupon or promo code field is below the order summary before the total in the right hand column.

 

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 coupons be exchanged for cash?

A: No, coupons are intended to provide a discount to your purchased order and cannot be exchanged for a cash value.

 

Q: If I forget to enter a promo code can my order price be adjusted?

A: An order may be able to be adjusted please contact us to discuss order options.

 

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, please send an email to Customer Care for assistance. Our Customer Care team are unable to provide information regarding future sale events. Pricing may be different between the website and JOANN 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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