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FAQ

General Policy/Order Questions
 
How do I use a promotion/coupon code?
 
Some of our promotions require a coupon. If you have a coupon code you may enter it during checkout or at any time you view your cart. Coupons will not be applied if conditions are not met. For example if you use the coupon FREECHART without first adding three charts to your cart, the free chart selection will not be applied.
 
Do I need to create an account?
 
You are not required to create an account to place an order. If you don't wish to create a customer account just leave the password field blank when you check out.  Some things to consider:
  • You must have an account to participate in our rewards program.
  • An account is automatically created for you if you enter a password during checkout.
  • Once an account is created you must log in each time you place an order.
  • Your email address and password are needed to log in.
  • We do not store credit card information with your account. You will need to re-enter credit card information for each order.
  • Creating an account does have its benefits!
    • Save time by not having to re-enter name, address etc.
    • You will be able to view your order status without having to contact us.
    • You will be able to view tracking information if available for your order. (available on priority and express orders)
    • You will be able to view your order history.
    • You will be able to use the Wish List feature. 
    • Only registered customers get Reward Points for every purchase.
  • To log in to update your address, change password or view order history, simply click the My Account button at the top of the page and enter your email address and password. If you forget your password use the reset password link. 
  • Your login is your email address. If that changes - contact us and we'll update your login to your new email so you don't have to create a new account.
What is your Return Policy:
 
Due to the nature of copyright laws - cross stitch orders may only be returned if there was an error on our part - or by previous arrangement through us.
We will not refund or replace items lost or damaged during shipping if customer did not purchase insurance.
We do not refund shipping charges. 
The item must be returned in the original condition it was mailed to you in. It must be in sellable condition.
Your refund for the purchase amount will be sent when we receive the returned item.
Customer is responsible for insurance on returned items. If an item is damaged or lost on the return trip, and is not insured, the full purchase price will not be returned.
 
 
Do you charge tax?
Sales tax and appropriate local county/city taxes will be charged to all Iowa orders. Tax is determined on the zip code we are shipping the item to. 
 
How do I place and order?
 
All orders must be placed through our secure online shopping cart. If you are having difficulty using our cart contact us and we will try to help or will call you to place an order. Online orders are processed faster.
 
What Payment Methods are accepted?
  • PayPal
  • Credit Card (Visa, Mastercard, Discover, American Express)
  • Personal Check (allowed on per customer basis). 
 How much will shipping cost?
 
Shipping is calculated based on the weight of your item. 
You can view a shipping estimate by viewing your cart and entering your zip code. (U.S. orders only)

For standard charts shipping is normally very economical. We believe it is more fair to everyone to try to charge as close to the actual shipping cost as possible rather than charging more for shipping for a higher-priced order. 

Orders within the United States ship FREE if the order total is over $35.
 
Insurance is not automatically included with your order. Insurance is not available for International orders. You will be given the option to select insurance for your purchase during checkout. Orders that are not insured WILL NOT be covered for loss or damage - no exceptions. Insurace is required for orders over $200 - shipping fees won't be charged but insurance will.  Contact us if you have questions.
 
How will my orders be shipped?
 
Cobweb Corner uses the U.S. Postal Service for all shipping. Please enter the address you use to receive normal mail (ex. PO Box, street address etc)
 
In the United States
Generally cross stitch orders under 13 ounces are shipped first class mail. 
 
International Shipping
International rates vary depending on country. Your rates will be displayed at checkout prior to payment. If you have questions on international shipping please contact us.
  
I placed an order but no one got back to me - Why?
 
We do our best to respond to every inquiry or question sent to us. The main reason we may not get back to you is because we can't.  Almost always this is because the email provided is incorrect or our emails to you are being blocked or sent to a JUNK/SPAM folder.
 
Depending on how sensitive your SPAM filtering is it may be blocking our responses. Make sure that email from domain  cobwebcorner.com is always accepted by your email program.
 
If you think we may have missed you because of an invalid email, either submit another order with the correct email address, or  contact us directly. You may want to provide your phone number and we will try to call you if our emails are not getting through to you.
 
What is your Privacy Policy?
 
The information you provide to us for orders, contests, or email lists is used for the purposes of Cobweb Corner ONLY. We will never knowingly give away and we will never sell your personal information including names, phone numbers or email addresses. If you provide a phone number it will only be used to contact you if we are unable to reach you via email and/or there is a problem with your order.  Your phone number will not knowingly be provided to anyone outside of Cobweb Corner.