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 send an email to Customer Service 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 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.

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 "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 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: 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 sales taxes.
• We currently collect sales tax in all states except the following: DE, HI, MT, NH, OR, WY.

Q: What if I have tax exempt status in the United States?
A: If you are tax exempt, please set up a user profile on joann.com®. Fax your tax exempt information (state resale exemption form and/or state exemption forms pertaining to your organization type), including the e-mail address used on your profile registration, and your contact information, including your first and last name, phone number and email address to 330-463-6760. Please state which of the following your affiliation's exemption status falls under; Resale, Religious, Not-for-Profit, or Government. Your profile will be granted tax exemption once the information has been verified. You will be notified via email when the process is complete (which may take 48 business hours), and then you may begin placing orders online. Each time you place an order, you must sign-in to your profile, 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 tax exemption being granted. If you have placed an order and paid taxes, please contact your state for reimbursement.

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 "Account" and Create an Account.

Q: How do I purchase 100 yards or more of fabric?
A: For fabric orders of 100 yards or more, please contact Customer Service at 1-888-905-0007.

Q: How can I place a bulk order of a product, when there is not enough in stock
A: To place a bulk order for a product with a quantity in stock that does not meet your needs, please contact Customer Service at 1-888-905-0007.

Please refer to our Shipping Info page for details.

Q: An item was in a JOANN Store, can I also find it on the website?
A: The assortment of items on joann.com® may be different from those offered at JOANN Stores. Please send an email to Customer Service 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 send an email to Customer Service 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 send an email to Customer Service for assistance.

Q: What is JOANN 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 JOANN Store price. Please note that pricing may be different between the web site and JOANN 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 JOANN 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 purchase

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 send an email to Customer Service 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.

Q: How do I place a special order for products not found on joann.com®?
A: Please contact your local JOANN 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 JOANN store on our Store Locator.

Please refer to our Return Policy page for details.

Q: How do I purchase a JOANN gift card?
A: JOANN Gift Cards can be purchased online at joann.com® or at any JOANN store location. To purchase a JOANN 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 JOANN 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 JOANN gift card?
A: You can use your JOANN Gift Card online at joann.com®, or in any JOANN store location. If you received or purchased a gift card from a JOANN 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 JOANN gift card as a payment method in the shopping cart. You can use your electronic JOANN Gift Card online at joann.com®, or in any JOANN store location.

Q: Can I use multiple gift cards online?
A: Yes. On the payment page during checkout, you can use multiple gift cards for checkout.

Q: How can I check the status of my JOANN gift card account?
A: You can check your gift card balance and activate your gift card online by visiting our JOANN gift card main page. The link is located on the bottom of the home page.

Q: Can I use a gift card to purchase a gift card?
A: No. At this time you cannot purchase a gift card with a gift card.

Q: What are the terms and conditions for gift cards?
A: JOANN Gift Cards are in U.S. dollars and are considered the same as cash. They cannot be replaced if lost or stolen. JOANN and 3rd party Gift Cards are not redeemable for cash, unless required by state law.

JOANN gift cards cannot be reloaded through the website.

JOANN 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 gift cards. On the payment page during checkout, you can use multiple gift cards for checkout. Activated plastic gift cards are good for purchases online at joann.com® and at all JOANN store locations. 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 $1.00 shipping fee will be applied to each standard gift card order.

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 "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 "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 "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 send an email to Customer Service for assistance.

Q: How do I change my username or password?
A: Registered users may change their username or password by accessing "Account". Click the "Edit Profile" button and then make your updates. For further assistance, please send an email to Customer Service for assistance.

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 "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 "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 email to Customer Service for assistance. 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 "Account" at the top right-hand area of this page.

Q: How do I enter a coupon code for my order?
A: Coupon 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 coupon code field is below the item details before the subtotal in the right hand column.

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: JOANN Fabric and Craft Stores offers coupons on our homepage, and on the store locator tab. Please send an email to Customer Service for assistance.

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: How many coupons can be used during a store visit?
A: There are instances when JOANN offers customers more than one (1) coupon that is valid during the same time period. The register system was designed to adhere to these requirements, so if the register accepts the use of two (2) or more coupons, it is likely that the coupons comply with these requirements. Customers generally may use more than one (1) coupon in a transaction with the following exceptions:

• They cannot use two (2) identical coupons (i.e., coupons with the same barcode number) in one (1) transaction.
• They cannot use two (2) or more transaction-level discounts in one (1) transaction.
• They cannot apply two (2) coupons or discounts to the same item.

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 coupon code exactly as it appears? Be sure to remove any extra spaces before or after the coupon 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 coupon 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 coupon code per order?
A: No. At this time you are able to use one coupon or coupon 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 coupon code can be entered. You must click the "submit" button next to the field in order for the coupon 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: If I forget to enter a coupon 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 Service for assistance. Our Customer Service personnel 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.

Q: Where is my sales flyer?
A: If you have signed up to receive a sales flyer but have not yet received one, please send an email to Customer Service for assistance. 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 page.

Q: What offers are in this week's flyer?
A: View our current sales flyer.

Q: Are you having issues registering for a class on your mobile device?
A: If you are having trouble registering for a class on your mobile device please make sure your browser's location services are enabled.

Q: How can I report a store experience?
A: Please let us know about your shopping experience in a JOANN store by using our convenient contact form. We appreciate your feedback!

Q: How can I find out about events at a local Joann store?
A: Contact a local store near you.

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: What is the cancellation policy for classes?
A: If you registered for a class online it can be cancelled prior to 48 hours of the class start time. Please send an email to Customer Service for assistance. If you would like to cancel within 48 hours of the class, please contact the store you registered in for assistance, specific store details are available on our Store Locator.

Q: How can I become an instructor for JOANN classes?
A: JOANN 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.

As part of the JOANN policy, a personalized order which contains unlawful, infringing, libelous, defamatory, obscene, or profane content may be rejected or cancelled with or without notice.

Q: Where can I find personalizable items on joann.com®?
A: All personalized products are located in the Fabric category under Personalized Fabric.

Q: What types of personalized products do you offer on joann.com®?
A: We currently offer personalizable fabrics in a wide selection of prints and materials.

Q: What types of materials are the personalized fabrics printed on?
A: We offer each print in 5 different materials including Eco Canvas, Jersery Fleece, Minky Velboa, Jersey Knit & Poplin.

Q: Will I have a chance to review my personalized product before purchasing?
A: Yes, on the personalization page you will see a preview of your choices for font, name & color. You will also have the ability to see a full repeat of the print you are ordering in your cart and throughout checkout.

Q: How long will it take for my personalized order to be shipped?
A: Personalized products are shipped directly from our manufacturer and are printed and shipped within 2-3 business days. Please allow an additional 4-7 days for shipping depending on your location.

Q: Can personalized products be returned?
A: At joann.com®, we want you to be completely satisfied. Every order is custom printed for the person who ordered it and therefore can not be resold. If you received product that was flawed or damaged, we will be happy to work with you on a case by case basis. Please send an email to Customer Service for assistance to determine return eligibility & process.

Q: Can I get a fabric sample before I order?
A: Yes, you can order complimentary swatches by sending an email to joann@skylinefurnituremfg.com. Make sure to include your name, address, and the fabric/color you are considering.

Q: Does the headboard require assembly?
A: Yes, the headboard needs to be assembled. Instructions and hardware are included.

Q: Where is the headboard manufactured?
A: The headboard is made in Illinois.

Q: Can the headboard stand alone, or does it need to be attached to a frame?
A: The headboard needs to be attached to a standard metal bed frame.

Q: What are the legs made of and what color are they?
A: The legs are made of steel and are black.

Q: Which headboards are adjustable in height?
A: The Notched Nail Button Headboard (style 200NB), Tufted Notched Headboard (style 630), Five Button Headboard (style 680) are all adjustable.

Q: Does the headboard have individual nail heads?
A: Yes, the nail heads are individually nailed by hand.

Q: Is the back of the headboard finished?
A: The back of the headboard is finished in a standard black fabric.

Q: What kind of padding is used on the headboard?
A: Depending on style, the headboard is padded with polyester fiber and/or polyurethane foam.

Q: Are there any flame retardants used in the headboard?
A: There are no flame retardants used in any part of the headboard.

Q: Why can't I login on the app or joann.com with my e-mail?
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 do I have to login or create an account in the app to access my coupons?
A: You can still browse coupons and projects without creating an account. But creating an account allows you to get new personalized coupons, create and save projects, and follow cool creators!

Q: Why can't I see coupons or use store locator in the app?
A: We have recently updated the app. Please make sure your app is the most updated version. To access your updates, go to Google Play or iTunes App Store.

Q: I placed an order using the in-store Team Shop Kiosk. Where can I get help with my order?
A: For inquiries on orders placed using our Team Shop Kiosk in select stores, please send an email to Customer Service for assistance.