FAQ's (Frequently Asked Questions)

Virtual Gift Cards and Paper Gift Cards

Q. I have a paper gift card, how can I use it online?

A. On our new website you can use virtual or paper gift cards. If you have a paper gift card, you may use it with your phone or mail order.

Q. How do I place an order with a Virtual or Paper Gift Cards?

A. To redeem your Virtual Gift Card:

  1. In the Checkout, paste your Gift Card Code in the Gift Card Box.

After you've redeemed your Virtual Gift Card, you can check your account Store Credit Balance by clicking on the link "Check Gift Card Balance" in the footer, or logging into your account.

Passwords / Account
Q. I can't remember my password. How do I get a new one?
A. Click the Person icon next to the Search icon in the top right side of the page. 
Then click the Forgot My Password Link. Enter your email and then click submit. An email will be sent to you to reset your password.
Q. How do I change my login email address?
A. You can either create a new account or contact our customer service team at 1.800.962.9504 to keep your existing account.

Projects

Q. Can you help me with my project?

A. Yes, we offer support on all Mary Maxim Designs! Before calling, try searching YouTube for video tutorials on your issue. Click Here for our YouTube Channel. 


If you cannot find support on YouTube, call us at 1-800-962-9504 Monday-Friday between the hours of 10:00 a.m. to 4:00 p.m. EST and one of our associates will help you through the process of completing your project!

Non-Profit Discounts

Q. Do you offer discounts for non-profit organizations?

A. Any organization with a 501(c)3 charitable non-profit status can qualify for a Free Premium Preferred Crafters Club Membership . As a member, you’ll save 10% on every total purchase”, including regular and sale-priced items along with enjoying other benefits of the club. Send us your non-profit tax status letter, and your name, address and contact information and we will activate your membership discount.

Mail: 2001 Holland Ave. Port Huron, MI 48060 
Fax: 810-987-5056 
Email: Visit our Contact Us Page

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.

Return Policy

Q. What is your return policy?

A. Please visit our Returns 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.

Shipping Rates

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.

Paid Pattern Downloads

We just launched our new website! There are a few changes in accessing your patterns.  Going forward, orders for patterns will come in a link in a second email.  The first email is the order confirmation.  A second one will come within a minute or so, that contains a link with the pattern.

If you're familiar with our old website, there was a folder with pattern purchases.  There isn't a folder any longer for patterns.  You'll find the patterns from past orders, under the order number they were originally ordered under.  You'll find it is a link.  You'll need to highlight and copy it, then paste it into a new browser tab or window. As soon as you hit paste/enter, it will download.  Do that for each pattern link, in every order.

The patterns are still in your web account.  When you open that order (click the order number), click on the bold Download and you'll see the pattern link. You can click the link and the pattern should open.  (However, we have been finding that some browsers may not) If that happens:

Right-click and choose 'Save Link As' and a Box will open with the option of where to save it.  I generally suggest creating a folder on your desktop, name it Mary Maxim Patterns, then choose this to save it to.

Mobile Devices

Q. I cannot view or print the PDL pattern. 

A. Are you using an 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.