Click on the question below to jump directly to a detailed answer, or scroll down below the questions to read the entire document at your leisure. You may also want to print this document so that you'll have a handy reference of our services and policies.
|1.||How can I find the kit I'm looking for?|
|2.||How do I use the shopping cart?|
|3.||What is a Quick Order?|
|4.||What if I want to delete an item from my order?|
|5.||What if I want to delete my entire shopping cart and start over?|
|6.||What if I want to order two different colors of the same item?|
|7.||What is included in the kit?|
|8.||What does the rating of each kit mean?|
|9.||How do I pay for my order?|
|10.||Can I pay with a check or money order instead?|
|11.||What is the shipping and handling charge?|
|12.||Can I place an order from outside of the continental United States, and if so, what is the shipping cost?|
|13.||Will I have to pay sales tax?|
|14.||When will you ship my order?|
|15.||How will my order be shipped?|
|16.||How long will my order take to arrive?|
|17.||Can you ship my order faster?|
|18.||My order should have been here by now; how can I find out if it's on the way?|
|19.||Can I return an item if I'm not happy with it?|
|20.||How do I exchange one item for another?|
|21.||Can you send me a printed catalog?|
|22.||Do you share customer information with anyone else?|
|23.||I’m a Family & Consumer Science teacher; how do I place orders, and what benefits do I receive?|
|24.||Are there lower prices for schools, groups or organizations?|
|25.||What is a Large Order Discount?|
|26.||What if my school uses Purchase Order numbers?|
|27.||What do I do if I teach at more than one school?|
|28.||Can my individual class periods be boxed separately?|
|29.||Can I use my Reward Discount with an Internet order?|
|30.||What does “Order Comments” mean when I am submitting my order?|
|31.||What is a “No Stuffing” Discount?|
|32.||Can I change my Username and Password? What if I forget my Username and Password?|
|33.||How can I contact you in an emergency?|
QUESTIONS AND ANSWERS
1. How can I find the kit I'm looking for? [To Top]
The easiest way to find a kit is to start on the home page and look under the “Browse Products” heading to decide which of the main categories your kit falls under. All stuffed animals are in the “Stuffed Animal Kits” category; all clothes are in the “Clothing/Apparel Kits” category; and so on. Within each category are more specific sub-categories to narrow it down even further. If you still can't find what you're looking for by browsing, the “Search Products” feature on the home page has many ways to search, as follows:
Search by Item Number: If you happen to know the exact item number of the kit you want, type it into the “Enter keyword(s)” search box on the main page, and then click on the word “Search” under it. The Search Results page will list the item number(s) you searched. Clicking on any name or image will take you directly to the ordering page for that item, where you can read detailed information about it, see pictures, and add it to your shopping cart.
(Hint: Just type the 3- or 4-digit item number, with no other spaces or characters.)
Search by Keyword: If you are looking for a certain kind of project, type a keyword into the “Enter keyword(s)” search box on the main page, and then click on the word “Search” under it. For example, the keyword “bear” will show you a list of all items that have the word “bear” in the name or description. Once the list appears on your screen, click on any entry in the list and you will be taken directly to the ordering page for that item, where you can read detailed information about it, see pictures, and add it to your shopping cart.
(Hints: Do not use quotation marks, plus or minus signs, or any other punctuation. Spelling counts. The search is not case-sensitive, so “frog” and “FROG” would all turn up the exact same results.)
Search by Category: You can use the “All Categories” drop-down menu under “Search Products” to limit your search to a specific category. Choosing the Animals option with no keyword(s) entered, and clicking the “Search” button below it, will return all animal items. Searching with a keyword will limit your results to those only in the category you specify.
Search by Construction Method: You can use the “All Construction Methods” drop-down menu under “Search Products” to limit your search to a specific type of kit. Choosing the Pre-printed kit option with no keyword(s) entered, and clicking the “Search” under it, will return all pre-printed kits. Searching with a keyword will limit your results to those only in the option you specify. This enables you to limit your search to kits with patterns printed directly on the fabric, paper pattern kits, kits that are already pre-cut, or measure-and-mark projects.
Search All: You can use the “Search All (Quick)” drop-down menu under “Search Products” to return all items. Just leave the keyword(s) field blank and click on “Search” under it. Once the list appears on your screen, click on any entry in the list and you will be taken directly to the ordering page for that item, where you can read detailed information about it, see pictures, and add it to your shopping cart.
2. How do I use the shopping cart? [To Top]
The shopping cart makes it easy to browse the site. Whenever you find an item that you would like to purchase, simply fill in the “Qty” and click on “Add to Cart”, located near the bottom of the page, and it will instantly be added to your order. If this is an item that is offered in different colors, designs, or colleges, you will need to select some options first. If you click on “Add to Cart” without choosing these options, nothing will be added. Depending on the item, you may have to click the word “Options” for your desired color choice to order it, or you may have to choose your options from drop-down menus. Once you have properly chosen a color or design, clicking on “Add to Cart” will add it to your order. (Please note that some items require more than one option, such as gym bags, where you may have to select a gym bag color AND a webbing color.) You will get a message that says “The following item has been added to your shopping cart” and you will have the option to “Close” and return back to the item’s page, or to “View Cart” where you will be taken back to your shopping cart. The computer keeps a running tally of which items you have ordered, the price of each, and your subtotal so far (excluding shipping and handling and tax, if applicable).
At any time, you can click the “View Cart” link on the top of the page under the heading “My Shopping Cart” to see a complete list of everything in your shopping cart. You can also click on the Haan Crafts logo in the top left corner to return to the home page and begin a new search; doing so will not erase the contents of your shopping cart.
3. What is a Quick Order? [To Top]
Placing a Quick Order is an easy way for customers to type orders directly into the website. You can order as many items as you want (there is no minimum or maximum); the computer will keep a running subtotal for you. You also have the option of entering the period and student initials for each item, and if you do, each kit in your order will come labelled with a student initial sticker. You can access this portion of the website by clicking the “Quick Order” link at the top of the page.
Because our Quick Order system offers so many options, we have created a separate instruction page, which guides you step-by-step through the Quick Order process. You can access it by clicking here.
4. What if I want to delete an item from my order? [To Top]
If you change your mind about a certain item, you can always remove it from your shopping cart. Next to every item ordered, you will find a trash can icon. Click on that icon, and the corresponding item--no matter what the quantity was--will be deleted from your order.
5. What if I want to delete my entire shopping cart and start over? [To Top]
If you decide that you don't want any of the items you've ordered so far, you can empty your shopping cart all at once. On the shopping cart page (which you can access at any time by clicking on “View Cart” link at the top of the page under the heading “My Shopping Cart”), above your list of items on the right are the words “Empty Cart.” Clicking there will remove every item that you have added to your shopping cart, starting you over with a new, empty cart.
6. What if I want to order two different colors of the same item? [To Top]
Before adding an item to your cart, you will see a “Qty” field next to each available color. (You may need to click on the word “Options” first to see the input qty box.) Enter the number of items you would like in each field for the different colors you want to order. Then click on “Add to Cart”. For example, if you want to order one item number 933 in black and another in red, go to the 933 page; next to the black choice, click on the word “Options” and type in the quantity you would like in the “Qty” field; next to the red choice, click on the word “Options” and type in the quantity you would like in the “Qty” field; and then click on “Add to Cart” below.
7. What is included in the kit? [To Top]
All materials are included to make the items as shown, including instructions, fabric, thread and stuffing. We use white stuffing so that light-colored projects look clean. These sewing kits are not pre-made or assembled as shown; you are given all materials needed to make the product yourself. We have four types of kits: PAPER PATTERN (which includes mostly clothing), PRE-CUT (which includes mostly pillows), PRE-PRINTED (where the cutting lines are printed right on the fabric), and MEASURE AND MARK (where you use a ruler to draw lines at a certain distance, and then cut along those lines). The description of each kit, either in the catalog or on the website, should tell you which type of kit it is. Here is some more information about specific types of kits:
8. What does the rating of each kit mean? [To Top]
We have established a uniform and descriptive rating system for all of our kits. This system uses a NUMBER to indicate the difficulty of the individual steps, followed by a LETTER to indicate the amount of sewn pieces used to complete the project. We hope that this will help you better determine which kits are appropriate for your skill level, as well as the amount of time required for construction.
This indicates the skills and difficulty involved in constructing each project, 1 being the easiest.
LETTER=How Many Sewn Pieces
This indicates the number of pieces (including appliqués and accents) that need to be sewn to complete the kit. It does not include trims such as eyes, washers, webbing and ribbons. The higher the letter, the more sewn pieces are involved in the kit, as follows:
Based on this system, a 2-A kit and a 2-E kit both have about the same degree of difficulty, but a 2-E kit will take longer to construct because it has more pieces than a 2-A kit. In addition to this rating system, please read the item descriptions to determine the construction method, as that affects the difficulty level, as well. Pre-cut kits are very quick and easy to make. Pre-printed kits assure accuracy and are quicker to construct than paper pattern kits, which are a little more time-consuming and provide the experience of working with paper patterns. The difficulty of measure and mark kits varies greatly by project.
9. How do I pay for my order? [To Top]
When ordering on the website, retail customers can pay with VISA, MasterCard, or Discover. (Sorry, no other credit cards are accepted at this time.) Orders paid for by credit card are shipped out either the same business day they are received or the next business day at the latest. If you do not wish to pay by credit card, see the next question.
Teachers can pay for an order with VISA, MasterCard or Discover as well, directly on the website. When you include your credit card information at the time of ordering, your card will be charged when the order is shipped, and your bill will be marked “Paid” when it arrives in the package with the kits.
Teachers are also offered open credit on orders sent to the school address. When you place your order, we will send the kits along with an invoice for the amount due. The packing slip is your invoice, and will be placed in the package along with the kits. If you want us to bill the school or school district instead, another copy of the invoice will be mailed directly to the school billing address. If you receive the invoice but the school pays, please give the invoice to the school office so they can process payment. Most schools will not pay from statements. Please make checks payable to "Haan Crafts."
Please don't wait to receive a statement before paying; each invoice is due as it arrives. We reserve the right to withhold further shipments to customers who are delinquent in paying invoices.
10. Can I pay with a check or money order instead? [To Top]
If you would prefer to pay by check or money order, you can send us your order through the mail. First, fill your Shopping Cart with all of the items that you want, and then click on “Proceed to Checkout”. Next, on the Billing/Shipping page, fill in the Billing and Shipping information. Next, print out a copy of this Billing/Shipping page, then click on “Save and Proceed.” On the Payment page, select the Shipping Method you would like, and then print this page out. (Do not click on “Place Order Now.”)
Finally, mail the Billing/Shipping page and the Payment page, along with a check or money order for the “Grand Total” shown on the Payment page (which includes shipping and handling and taxes, if applicable), to this address:
506 East Second Street
P.O. Box 268
Otterbein, IN 47970
Make checks payable to “Haan Crafts.” For retail (non-school) orders, payment must be received before orders are shipped, so we will ship the order as soon as we receive it in the mail with full payment.
11. What is the shipping and handling charge? [To Top]
The charge for standard shipping and handling for customers within the continental U.S. (the contiguous 48 States) is as follows:
|$0.01 - $50.00||$5.00|
|$50.01 - $60.00||$6.00|
|$60.01 - $70.00||$7.00|
|$70.01 - $80.00||$8.00|
|$80.01 - $90.00||$9.00|
|$90.01 or more||$10.00 for retail, FREE for schools|
This shipping and handling charge is added to your order total automatically. (For Alaska, Hawaii, Canada, and all international destinations, please scroll down to find a question about international shipping charges below.)
Additional shipping charges apply to a few items due to the large weight and/or size of the items.
We do offer faster shipping, upon request, and at your expense. See the section below called “Can you ship my order faster?”.
12. Can I place an order from outside of the continental United States, and if so, what is the shipping cost? [To Top]
We gladly accept orders from outside of the continental U.S. Depending on your location, some international orders can be placed directly on the website, but others will need to contact us instead.
Alaska and Hawaii: The website is equipped to handle orders to Alaska and Hawaii. In order to expedite orders to Alaska and Hawaii, shipping costs are calculated based on the average shipping percentage of a wide sample of orders shipped to your area. This allows us to provide you with shipping options and prices at the time of the order. This also prevents us from needing to contact you with shipping prices after the order is processed and boxed, which can cause significant delays and confusion.
Canada: In order to expedite orders to Canada, shipping costs are calculated based on the average shipping percentage of a wide sample of orders shipped to your area. This allows us to provide you with shipping options and prices at the time of the order. This also prevents us from needing to contact you with shipping prices after the order is processed and boxed, which can cause significant delays and confusion.
We offer several different shipping options for Canada, each with their own advantages and disadvantages.
USPS (United States Post Office) Priority Mail Shipping to Canada:
FedEx Shipping to Canada:
Canada customers using their own brokers:
In all cases payment must be made in U.S. funds.
Outside the U.S. and Canada: Haan Crafts ships orders globally, but the website is only equipped to handle orders to the United States and Canada. All other countries should contact us to place orders. Click here to go to the Contact Us page to inquire about ordering.
Keep in mind that payment for all orders must be made in U.S. funds. Depending on your location, shipping method, and order size, additional fees for international shipments may apply. These may include (but are not limited to) taxes, duties, and/or brokerage fees. These fees are determined and charged by customs, and are not determined by, visible to, or paid to Haan Crafts in any way. All additional fees (including taxes, duties and brokerage) for international orders are the responsibility of the recipient.
13. Will I have to pay sales tax? [To Top]
Within the U.S., customers in Indiana only are subject to a 7% sales tax, which is automatically added to the grand total of your order during checkout. No tax is charged in any other states within the U.S.
Schools in Indiana must provide a tax exempt number or pay a 7% sales tax. We have tax exempt numbers on file for all existing customers, but if you are in Indiana and have never ordered from us before, you will need to provide a tax exempt number when you order. You can call us toll-free at 1-800-422-6548 and read us the number over the phone, or you can type it in the “Order Comments” field when you order on the website. The site will display a charge for tax as part of the Grand Total, but we will waive the taxes when processing the order if you have provided a valid tax exempt number.
International orders may be subject to additional tax depending on order size, weight and location.
14. When will you ship my order? [To Top]
We almost always ship your order no later than the next business day after we receive your paid order. For example, if we receive your order on a Thursday during normal business hours, we will ship it out either that same day or Friday at the latest. If we receive your order on a Friday during normal business hours, we will ship it out either that same day or the following Monday at the latest.
Please allow at least one extra day for the shipment of any orders containing material by the foot or yard (which is custom-cut to your specifications).
Also, please be aware that our shipping department closes in late December in order to perform a comprehensive year-end inventory. This causes significant shipment delays around the end of December and the beginning of January. Because most schools are not in session during the holidays, this is a time-frame that does not affect the majority of our customers. If you need your kits to arrive over the holidays or early in the new year, please order in plenty of time before Christmas, so that we can ship your kits before we shut down for inventory. We apologize for any inconvenience this causes.
15. How will my order be shipped? [To Top]
We ship most orders through standard FedEx Ground delivery. This excludes international shipments and orders that fit in small envelopes, which may be sent through the post office at our discretion. Because FedEx delivers only to physical street addresses, they cannot ship to P.O. Boxes. When you check out, make sure to include an actual street address in the “Shipping Address” section, and not a P.O. Box.
16. How long will my order take to arrive? [To Top]
Your order will be shipped out either the day we receive it or the next business day at the latest. Actual delivery times vary with your distance from us. Click here for a map of approximate delivery times (in business days) for the United States.
Remember not to count the day the order is shipped. Also do not count Saturday or Sunday, since the shipping companies we use do not work on weekends. Here is an example: If we ship your order out on a Monday, and you are in a 3-4 day delivery area--day 1 is Tuesday, day 2 is Wednesday, day 3 is Thursday and day 4 is Friday. Therefore your package would hopefully arrive on either Thursday (day 3) or Friday (day 4). If we ship your order out on a Thursday, and you are in the 2-3 day delivery area--day 1 is Friday, day 2 is Monday and day 3 is Tuesday. Therefore your package would hopefully arrive on either Monday (day 2) or Tuesday (day 3). International customers, please note: delivery times vary widely based on shipment method, so please allow plenty of time for delivery.
Please note that around Thanksgiving, Christmas and New Year’s, the shipping companies often shut down for a few days, which can cause shipping delays. In addition, our shipping department closes in late December/early January in order to perform our annual inventory. This causes significant shipment delays, so please allow plenty of extra time when ordering around the holidays.
17. Can you ship my order faster? [To Top]
Most orders are shipped through standard FedEx Ground delivery. Upon request and at your expense, we can send orders through an express (faster) shipping method, such as 1-Day, 2-Day or 3-Day Air, if you prefer. You will be notified of the cost of faster delivery at the time you place your order.
18. My order should have been here by now; how can I find out if it's on the way? [To Top]
If you have placed an order and believe it may be late, call us at 1-800-422-6548. We'll tell you the date the order was shipped and approximately when you should expect it. Keep in mind, though, that these delivery times are estimates, and certain delivery areas or certain times of year may require extra time. If it seems as though your package is significantly late, we will trace the package for you and determine its whereabouts.
If you keep an e-mail address on file in your account, you should automatically receive a FedEx tracking e-mail when your order ships. You can use this e-mail to keep an eye on the progress of your order, the date it shipped, and its estimated date of arrival.
It sometimes takes slightly longer than normal to have packages delivered, but they almost always arrive. We will reship an order only after sufficient time has passed for delivery, and if the shipping company cannot accurately pinpoint its location. In the case of a reshipment, you will be billed for the original shipment and the reshipment. We will trace the shipment, and if the shipping company cannot verify delivery, we will credit your account for the first shipment. If they provide the name of the person who signed for it, we will tell you their name and expect to either receive payment or have the kits returned.
19. Can I return an item if I'm not happy with it? [To Top]
Yes. Your satisfaction is guaranteed. Any Haan Crafts or To-Sew kit that was purchased directly from us may be returned at any time before, during, or after construction and we will gladly exchange it or refund your money at your option. There is no penalty or restocking fee of any kind.
Send the returns within 90 days of purchase (by any shipping method you prefer, as you are responsible for the postage to mail the kits back to us), along with a copy of the original invoice and a brief note explaining the reason for the return, to this address:
506 East Second Street
P.O. Box 268
Otterbein, IN 47970
Once we receive the returned kits and invoice, we will credit your account for the returned item(s). If your account is paid in full and you would prefer to receive a reimbursement check for that amount instead, you must request a refund check in writing and include that request along with your return and original invoice. We do not recommend submitting new orders in the same package as returned kits. New orders or requests for exchanges will be shipped more promptly if they are called in or mailed separately from the return, since returns are not processed daily. When returning items, it is not necessary to return any stuffing; just return the kit itself.
Exceptions: If a returned kit is missing significant materials (such as a notable percentage of the fabric), a refund or full refund may not be given, at our discretion. No credit is given for discontinued or closeout items, items that were purchased more than a year ago, custom-printed projects, or custom-cut material by the foot or yard.
20. How do I exchange one item for another? [To Top]
If you want to return a kit that you ordered and would like to receive a different kit instead, you can send the kit back following our normal return policies (described in the previous question), along with the original invoice and a brief note explaining the reason for the return. As for the new item(s) you want instead, you can just place a new order on the Internet, just as you did the first time.
21. Can you send me a printed catalog? [To Top]
This website includes every item in our entire line. However, if you would like a printed catalog, click on the “Contact Us” link at the top of our website to send us a request for a catalog. Every August, we automatically send new catalogs (as soon as they are printed) to all of our current school customers who ordered during the previous school year. The initial quantity sent is based on your total purchases from last year. If you would like additional catalogs during the school year, you can request more when you place a new order; we can send up to 10 catalogs with each shipment. On the website, simply type your catalog request into the “Order Comments” field as you are placing your order or, you can enter item number “CAT” for Catalogs and then your quantity, up to 10. Because they are expensive to produce and ship, we do not mail catalogs by themselves.
If you don’t have enough catalogs for every student, you can use this website as an online catalog. Any student with Internet access can use this website to browse around and see our complete line of products. They can also use the website to place individual orders and have them sent directly to their home.
22. Do you share customer information with anyone else? [To Top]
We do not share any customer information with any third party, with the exception of submitting required charge card information to the bank for payment of Visa, MasterCard or Discover orders. All customer information is considered confidential. You will not be added to any mailing lists or calling lists.
23. I’m a Family & Consumer Science teacher; how do I place orders, and what benefits do I receive? [To Top]
If you are a Family & Consumer Science teacher at a school, you are eligible to place orders online and take advantage of school-only benefits. To do so, you will need to set up a Haan Crafts account prior to ordering on the website. To set up a school account, you can either:
Once you have logged in, you will gain access to the following teacher benefits: (1) You can have your order billed and shipped to your school without payment in advance. (Retail customers are required to pay for their order via credit card on the website, but teachers with Haan Crafts accounts are not.) (2) You will receive free shipping & handling on school orders of $100 or more to the continental US. (Retail customers always pay for shipping.) (3) You will receive a 5% Large Order Discount on any order that reaches $300. (4) You will be eligible to get 2% of your annual sales back with our Rewards Discount Program. (5) You will be given the option to include free student initial stickers on each kit.
24. Are there lower prices for schools, groups or organizations? [To Top]
There is just one uniform low price for all kits for all customers. Schools, retail customers, and organizations (such as 4-H, Boy Scouts, Girl Scouts, and nursing homes) all pay the same price for the kits themselves. However, there are still plenty of school-only benefits for teachers, such as lower shipping costs, discounts, rewards, contests, open credit, and teacher-only items. (See the question above for more information about teacher benefits.)
25. What is a Large Order Discount? [To Top]
We give a 5% discount for school orders of $300 or more. If you place your order over the Internet and the total exceeds $300, the discount will be applied automatically. To be eligible it must be one order on one day to one address; late additions or follow-ups to a large order are not eligible for the discount.
26. What if my school uses Purchase Order numbers? [To Top]
Some business offices require that all shipments to the school include a PO# (purchase order number). If you have a PO#, please type it into the PO Number field on the Payment page as you are checking out. Be very careful to enter the number exactly. We will then add the PO# to every copy of your invoice before shipping your order, as well as monthly statements. We do not require PO#'s, but some schools and school districts do; if your account specifies that a PO# is required but none is sent with the order, we will put the order on hold and contact you about the PO# before shipping it out.
27. What do I do if I teach at more than one school? [To Top]
If you teach at more than one school, you will need more than one Username. Since you have a different account and customer number for each school, each school will therefore also require a separate Username. Call us at 1-800-422-6548 to get the account information for all of your accounts that you will need to place orders online. Please specify that you teach at more than one school and need information about ALL of your accounts. We ship orders to whichever school corresponds to the Username you were logged in when you placed the order.
28. Can my individual class periods be boxed separately? [To Top]
If you are placing orders for several different class periods (for example, periods 1, 2 and 3) and want each period to arrive in a separate box for faster sorting, please observe the following guidelines:
29. Can I use my Reward Discount with an Internet order? [To Top]
If you received a Rewards Discount coupon at the beginning of the school year, you can apply that coupon in conjunction with any order placed on our website. When you are checking out, there is a field called “Order Comments.” Use that field to tell us that you would like to apply your Reward Discount, and also include the amount of your coupon. This credit does not have to be applied toward any certain items; we simply deduct the dollar amount from your grand total. When you submit the order online, the final total will not reflect your coupon being applied yet, but when we receive the order and see the “Order Comments,” we will apply the coupon at that time. When you receive the invoice along with the kits, it will show that the amount due is lower because your Rewards Discount coupon has been applied.
30. What does “Order Comments” mean when I am submitting my order? [To Top]
The “Order Comments” field is a way for you to communicate with us. If you have any specific requests or instructions regarding your order, you can type them as “Order Comments.” For example, some teachers use this field to request more print catalogs (we can send you up to 10 more catalogs with your order) or student ordering envelopes; to apply their Rewards Discount coupon; to ask for a replacement piece; or to provide a tax exempt number if ordering from an Indiana school. It is an optional field, but can be used to communicate any specific needs you might have.
31. What is a “No Stuffing” Discount? [To Top]
For maximum convenience, Haan Crafts provides white economy stuffing for all stuffed animals and pillows. However, we realize that some customers have different resources and budgets, and may already have access to stuffing. For that reason, we offer a money-saving option. If you do not want the stuffing, we will gladly withhold it from your order and give you a discount, upon request. You can withhold stuffing entirely, or just from certain kits.
When placing your order online, every item that includes stuffing will display a Stuffing drop-down menu. The default is always “Stuffing Included In Price.” For any item that you want to be sent WITHOUT stuffing, simply toggle this menu to “Withhold Stuffing.” (It will even tell you the amount of the discount you will receive if you withhold the stuffing, which depends on the size of stuffing bag sent with that particular kit.) You can control this on every single item of your order.
32. Can I change my Username and Password? What if I forget my Username and Password? [To Top]
Your Username must remain the same after creating an account, but you can change your own Password at any time. After logging in, hover over your name at the top of the page, and click on “Change Password” from the menu. You will be asked to input your new password twice for confirmation. You can change your password as often as you like.
If you ever forget your username or password, you can click the “Forgot Username or Password?” link on the sign-in page.
33. How can I contact you in an emergency? [To Top]
The best way to contact us in a hurry is through our toll-free phone number, 1-800-422-6548. We are open Monday through Friday from 8:00 a.m. to 5:00 p.m., New York (Eastern) time. During those business hours, your call will be answered by a live customer service representative ready to help with your problem, and not an automated machine or voice mail. That number is there to serve you and not just for phoning orders; use it to check on orders, find out your account balance, solve a problem you are having, or any other time you need to communicate with us. For less urgent responses, you can always e-mail using the “Contact Us” link at the top of the page or FAX us at 1-800-552-9205. Our FAX machine operates 24 hours a day.
34. Other questions [To Top]
If you still have a question that we didn't answer here, please call us at 1-800-422-6548 during normal business hours or click the “Contact Us” link at the top of the page to send us an email, and a customer service representative will be glad to answer it for you.