Frequently Asked Questions (FAQ)
Q. What are rewards points? How are they earned and redeemed?
A. Please visit our Rewards Points page for a full explanation.
Virtual Gift Cards and Paper Gift Certificates
Q. I have a paper gift certificate, how can I use it online?
A. Our new website uses virtual gift cards. If you have a paper gift certificate, you may use it with your phone or mail order. Contact customer service if you would like your paper gift certificate transferred to a virtual gift card that can be redeemed online.
Q. How do I redeem a Virtual Gift Card?
A. To redeem your Virtual Gift Card,
- Log into or create a new account.
- From your account home page, click on the link "Redeem a Gift Card (Turn Into Store Credit)"
- Enter gift card code in the box
- Click the "Redeem a Gift Card (Turn Into Store Credit)" button.
After you've redeemed your Virtual Gift Card, you can check your account Store Credit Balance by clicking on the link "Store Credit & Redeemed Gift Card Balance" from your account.
Q. How do I place an order with a Gift Card?
A. To place an order using a Virtual Gift Card, you may redeem it to your account as stated above, then checkout. Alternatively, you may apply your Virtual Gift Card during checkout. While placing your order, you will be asked for your billing information. Under the "Payment Information" section, Click on the link "To add or remove gift cards, Click Here." You will be taken to a page where you will find an area to enter the gift card code under the heading "Gift Cards". After entering the Virtual Gift Card number, click the "Add Gift Card" button.
Passwords / Account
Q. I can't remember my password. How do I get a new one?
A. Go to our Forgot My Password page. Enter your account email address and click "Submit". A new password will be sent to your email. After you have your new password, you may log into your account and change it to whatever you like. Passwords are case sensitive. Please type them in exactly as they appear.
Q. How do I change my login email address?
A. To change your email address/login, please log into your account and select "Account Information" from the left menu options. Update your email address and click "Save".
Email Promotions and Newsletters
Q. How do I manage my Email Promotion and Newsletter subscriptions?
A. To subscribe or unsubscribe from Mary Maxim US National Email promotions, log into "My Account". Click on the link "Newsletter Subscriptions" from the menu on the left. Check or uncheck the box next to the email promotion / newsletter and click on the "Update Status" button. Please note: If you would like to unsubscribe from Crafters Gallery or Mary Maxim Port Huron Retail email promotions, please follow the unsubscribe link located at the botom of the email message.
Backorders - Changes to Orders
Q. Back Orders - Do you ship complete?
A. We cannot guarantee in-stock levels. If a product is or should become out of stock at the time of shipping, we will hold your entire order until the product(s) are available and your order will ship complete. To find out the status of your order, you can log into your account and view your order in the "Orders" heading. To find out the back ordered date a product is expected in the warehouse, please contact customer service.
Q. How do I cancel an item, change a color or quantity once I submitted an order?
A. If you would like to change an order that has not been shipped, please call customer service at 1-800-962-9504, and we will be happy to assist you.
Q. What is your return policy?
A. Please visit our Customer Service page for our return policy.
Q. If I used more than one form of payment, how will you credit a partial return?
A. If you used Store Credit, Rewards Points or a Virtual Gift Card to pay for your order, we will apply the credits to your return in the same order. Any remaining balance will be credited to the credit card or PayPal account used on the original order.
Q. What are your shipping rates?
A. Please visit our Customer Service page for details on domestic and international shipping.
Order Status and Shipment Tracking
Q. How can I track the status of my order and track the shipment?
A. To track the status of your order, log into your account. From your Dashboard, you will see a list of your most "Recent Orders" with the current status next to them. To track a completed a shipped order, click the link "View Order" that appears next to the order. After the order detail page appears, click the link "Track your order".
Q. When can I expect my parcel?
A. You can view the status of your order and tracking information, by logging into your account. Click on the "Orders" heading and then click on the most recent order. This will bring up your order and a tracking link to click on under the shipping heading. This will open a new webpage and you will be able to track your parcel and may receive an expected delivery date from either UPS or USPS. (Tracking may not be available immediately and you may have to check back for updates as they become available) Standard delivery- shipped from zip code 48460; Rush delivery- guaranteed 3 business days from the date it ships.
Q. What is Product Tagging?
A. Tagging an item is a way of helping us describe the products we sell. By clicking on a tag, a customer will find matching products that have been tagged with the same keyword. Customers can earn reward points for submitting new tags.
Q. I cannot view or print the PDL pattern.
A. Are you using and iPad and cannot download and print our PDL patterns? Try following these instructions below, to view and print them.
*Tap on the download link you receive.
*PDF opens in Safari on iPad.
*Tap somewhere on the page.
*A toolbar opens at the top of the page with "Open in iBooks" as one of the buttons. Tap this button.
*The book PDF is saved in the iBooks library on the iPad and then opens up in iBooks.
Q. All the fields aren't there. How do I place my order?
A. If your using a smartphone or tablet, it may not be compatible with our site. Choose the 'Desktop Version' from the bottom of the home screen.