FREQUENTLY ASKED QUESTIONS

 

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 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 you placed a JOANN+ order and wish to cancel your order, please email a Bulk Order Specialist at joannplus@joann.com. JOANN+ orders are unable to be returned at this time.

 

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 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, 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: 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®. After you have set-up your profile, please email 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 our Customer Care team at customer.service@joann.com or submit your information using our contact us form. 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 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: How do I purchase 100 yards or more of fabric?

A: For fabric orders of 100 yards or more, please email a Bulk Order Specialist.

 

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 email a Bulk Order Specialist.

 

Q: What if I placed an order on JOANN+ prior to it being merged into the new site experience? Will my order still be fulfilled?

A: Yes, your order will still be fulfilled. If you have questions regarding the status of your bulk purchase, please email a Bulk Order Specialist.

 

 

SHIPPING INFORMATION

 

Please refer to our Shipping Info page for details.

 

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PRODUCT INFORMATION

 

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 Care for assistance.

 

Q: An item was in the weekly ad, is it on the website?

A: To find items seen in our ads, you can use the "Search" box located at the top top of every page or you can click on the weekly ad where you will find a link if the item is available online. Please email Customer Care 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 email Customer Care for assistance.

 

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

JOANN+ is unable to offer a price match guarantee at this time.

 

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.

 

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.

 

RETURNS & EXCHANGES

 

• Please refer to our Return Policy page for details.

 

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JOANN+

 

Q: How do I search for only items with bulk pricing?

A: To filter for bulk items, click a fabric category and select the More Filters tab. Then, choose the option for More Ways to Shop, and select JOANN+ Bulk Pricing. This new feature should help you navigate right to the items that can be purchased in bulk quantities!

 

Q: Does every item have bulk pricing?

A: Only select items currently have bulk pricing and can be found by using the filter feature. We are working to add items to our bulk assortment in the future.

 

Q: Does JOANN+ offer free shipping on orders over $300?

A: A standard 10% shipping fee will be applied to all bulk orders. A 25% shipping fee will be added to orders opting for express shipping.

 

Q: Can I return my JOANN+ order?

A: Please reach out to joannplus@joann.com to request a return. A 10% restocking fee will be applied. There are rare situations in which a bulk order can be returned to a store, but it is up to the discretion of the store manager and the JOANN+ team regarding how much inventory can be received, if any.

 

Q: What if my tax exemption did not transfer to my JOANN.com account?

A: After merging your JOANN+ account with your JOANN.com account, your tax exemption will transfer over. If you are seeing tax applied and should not be, please contact joannplus@joann.com. Please note, you will not see this change reflected in your cart, but only when you check out.

 

Q: Will my fabric still arrive in full bolts?

A: At this time, JOANN+ cannot guarantee full bolts.

 

Q: Am I still enrolled in JOANN+ rewards?

A: The JOANN+ rewards program will be discontinued as of 9/30/2020. All purchases placed and shipped through September 30, 2020 will be tracked towards current quarter rewards. Rewards will be issued within 14 days after the quarter ends and will be valid until December 31, 2020.

 

Q: Where can I find my current quarter spend for JOANN+ rewards?

A: Rewards spend can no longer be viewed online and cannot be calculated on an individual basis throughout the quarter. Rewards will be issued within 14 days after the quarter ends and will be valid until December 31, 2020.

 

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GIFT CARDS

 

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 at the bottom of any page on joann.com in the footer. Complete information to purchase.

 

Q: Where can I use a JOANN gift card?

A: You can use your Gift Card at joann.com® or at 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 balance of my JOANN gift card?

A: You can check your gift card balance online by visiting our Help Center or visiting our Check Your Balance page.

 

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, please email Customer Care for assistance.

 

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: Please refer to our Gift Card Terms & Conditions for further details.

 

Q: Can I reload my Gift Card after I've spent the full value?

A: Not at this time.

 

For a complete list of Gift Card FAQs, please visit our Gift Card FAQ page for more details.

 

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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: Do I have to register to place a bulk order on joann.com?

A: Yes. You must register and create an account with JOANN+, in order to checkout and earn rewards. Creating an account is free of charge. By becoming a JOANN+ Rewards member you will earn rewards, save on bulk pricing, flexible payment options and so much more. Signing in will also 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.

 

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.

 

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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: 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: Yes, you can print coupons from our Coupon page.

 

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 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 I use coupons on the bulk portion of my order?

A: No, JOANN+ does not currently accept coupons that are valid in JOANN stores or on purchases of non-bulk items. You will need to place a separate order with no bulk items in your cart in order to be able to use a coupon.

 

Q: Can I use coupons with my Loyalty ID?

A: Coupons are not valid on bulk items, but you can use coupons with your loyalty ID when making purchases on joann.com or in-store.

 

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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WEEKLY AD

 

Q: Where is my weekly ad?

A: If you have signed up to receive a weekly ad but have not yet received one, please send an email to Customer Care 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 weeekly ad?

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 ad?

 

 

STORE INFORMATION

 

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!

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CUSTOM UPHOLSTERED HEADBAORDS (Skyline)

 

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.

 

JOANN App

 

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.