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Frequently Asked Questions (FAQ)

General Questions:

When is Herrschners available by phone?

Answer: Our Customer Contact Center is available:

Customer Service: 8:00 AM – 5:00 PM, Monday - Friday.

Ordering by phone: 8:00 AM – 6:00 PM Monday - Friday, 9:00 AM – 5:00 PM Saturday, and 10:00 AM – 5:00 PM Sunday

Times are noted in Central Standard Time (CST).

Does Herrschners sell its products in retail stores in Canada or the United States? 

Answer: No. We sell them through our website and catalogs. You may also place orders by phone or mail. All products are shipped from our facility in Stevens Point, WI. We do have a retail store next to our warehouse.

I receive emails from you, but my email address does not work to log into the website?

Answer: You may have received an email offer from us in the past. However, our promotional email address list is not integrated with our website online accounts. If you had previously ordered and checked out as a Guest, your email account was not registered with our system. Please create an account by clicking the "Sign In | My Account" button at the top of the page and select the tab "New Shopper."

I'm stuck on my project, can  you help?

Answer: We have Customer Service Representatives available to help with your projects from 7:30 am to 5:00 pm, Monday through Friday, CST. For questions related to Herrschners and Willow brand crochet and knitting patterns our technical advisor team will be happy to assist. Please call us at 1-800-713-1239 or email us at and we will get you the assistance needed.

Do you offer classes on different projects?

Answer: Yes. We offer virtual instructions directly on our website. Please visit Inspiration & How-To for videos and articles. If you enjoy a more personal experience, our retail store in Stevens Point, WI offers classes, "Make It & Take It" sessions, and open knitting & crocheting classes. Sales associates are always ready to help you with your next project, whether you need advice, inspiration, or insight into the latest trends.

Canada Customer Questions:

I had a customer account on Is my account still active on

Answer: Yes. Your login and account information will stay the same. No new account is required.

Do I pay in US or CA money?

Answer: All products may be purchased in U.S. dollars. This allows you to purchase at the current exchange rate.

Can I place an item on backorder if I live in Canada?

Answer: Yes. We now offer back orders to Canada with no added shipping cost! If an item is on back order, a notification will pop up on the screen—if you choose to back order the item, your in-stock items will ship out right away and the back ordered item will ship separately when it is in stock.

How much does it cost to ship into Canada?

Answer: We have updated our delivery process with faster shipping speed and full tracking available from the moment your package leaves our warehouse until the moment it reaches your door. Import duties and taxes are the responsibility of the customer. Taxes will be collected at checkout for customers that live within the Manitoba and Saskatchewan provinces.

Current Canada shipping rates are as follows:
$0.00-$10.00 ships for $9.45
$10.01-$20.00 ships for $12.94
$20.01-$40.00 ships for $15.94
$40.01-$60.00 ships for $17.94
$60.01-$80.00 ships for $18.94
$80.01-$170.00 ships for $20.94
$170.01 and up ships for 10% of Subtotal + $3.95
Rush shipping is not available to Canada.

Where do I send returns?

Please send your returns to:

2800 Hoover Rd
Stevens Point, WI 54481

Shipping & Tracking Questions

How do free shipping promotions work?

Answer: We offer many promotions throughout the year to our customers for free shipping, flat rate shipping, and minimum spend free shipping. These promotion codes are good for customers within the contiguous U.S. (Alaska, Hawaii, and Puerto Rico are ineligible for shipping promotions). Free shipping applies to the net amount after discounts.

Can I pick up my items at your store in Stevens Point, WI?

Answer: Absolutely, we would love to have you! Instead of ordering off the website, please stop in or contact our customer service by email at or by phone at 1-800-713-1239 and we'll put your order together for you.

Herrschners Retail Store
2800 Hoover Road
Stevens Point, WI 54481

May I ship part of my order to someone else and are there additional shipping costs involved?

Answer: Yes. You may ship parts of your order to a maximum of two addresses. The shipping cost for each additional address is $4.95.

What countries do you ship to outside of the United States?

Answer: We ship to Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Hong Kong, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malaysia, Malta, Netherlands, Portugal, Singapore, South Korea, Spain, Sweden, and Switzerland.

Due to carrier changes, we are currently unable to ship to Australia or New Zealand.

Will my international shipments be charged Custom Fees / VAT upon arrival?

Answer: Each country has different rules on Customs Fees & VAT, so if you are concerned, please be sure to check the limits in your country.

What are your shipping rates?

Answer: Our shipping prices are based on the total dollar amount of your purchase. International and domestic shipping rates are different. Please visit our Shipping Rates page for more information.


Please note: A 27 cent Retail Delivery Fee has been instituted by the State of Colorado. This amount has been added to the shipping fee for all orders shipping to Colorado.

Do I have to pay sales tax?

Answer: Yes. Please refer to the Sales Tax Rates page to view our tax calculator. Taxes are only collected for Canadian customers that live within the Saskatchewan province. Duties (sometimes refered to as import taxes) are the responsibility of the customer.

How can I track the status of my order?

Answer: After your order has shipped, you’ll receive an email with the tracking number link.

When can I expect my order?

Answer: Orders are processed and leave our warehouse within 2 business days. Once your order is shipped, you can expect to receive it in 3-8 business days. International orders may take longer.

My tracking information states that the order was delivered, but I have not received it. What do I do?

Answer: Please call your local postal service to find out information on where your package was delivered. If they cannot assist you, please contact our customer service by email at or by phone at 1-800-713-1239.

Item Questions:

What if I need a specific yarn dye lot?

Answer: Please contact our customer service by email at or by phone at 1-800-713-1239 and we will be glad to help you with this. Although we make every effort to keep an order within the same dye lot, we are unable to guarantee that subsequent orders will be from the identical lot.

I ordered a pattern download and I checked out as a guest. Will the pattern be emailed to me?

Answer: Yes. A link was shown on your thank-you screen to download immediately; otherwise the link will be in your order confirmation email. If you did not get this email, please contact our customer service department at or 1-800-713-1239. We do recommend that you register an online account when placing orders for patterns, as then you will be able to access them in the future through your website account.

I ordered a downloadable pattern but I changed my mind and I want it printed. May I exchange it?

Answer: We’re sorry, but we cannot make that exchange. Downloadable patterns can be printed on home devices.

Payment & Promotion Questions:

May I use two credit cards to pay for one order?

Answer: We can only accept one credit or debit card per order.

How many promotions may I use with one order?

Answer: You may use only one promotion per order. There is an exception for Smart Savings Club Members who can use their 10% and/or free shipping discount(s) on top of other discounts. Order up here for more savings!

Payment & Promotion Questions:

If part of my order is on back order, do you ship the rest immediately or wait and ship the order together?

Answer: Everything in stock is shipped immediately. Back orders are shipped when they become available.

How do I cancel an item?

Answer: Please contact our customer service by email at or by phone at 1-800-713-1239.

How do I modify a shipping address/color/quantity/style/etc. once I've placed an order?

Answer: Please contact our customer service by email at or by phone at 1-800-713-1239.

Am I charged for back orders when I place the order or when the order is shipped?

Answer: Back orders are charged when they ship.

Returns & Exchanges

What is your Return Policy?

Answer: If you are dissatisfied in any way with your purchase, you may feel free to return unused merchandise for a full refund or exchange within 60 days. Every order arrives with an itemized invoice and contains complete return instructions. You may also mail to:

Herrschners Returns Department
2800 Hoover Road
Stevens Point, WI 54481

(Please be sure to send your package via UPS or insured Parcel Post.)

Please note large orders, refused orders, or orders past 60 days from purchase date may be subject to a restocking fee up to 20% and return shipping cost.

If I return items from two different orders and I used more than one form of payment. How will you credit a partial return?

Answer: If one of the forms of payment was a credit card, debit card, or PayPal payment, your refund will be applied to the form of payment you used. Otherwise you’ll receive a mailed check.

How can I exchange items I purchased for different ones?

Answer: Should you receive a product that is the wrong color, size, or style and would like to exchange your item, please contact customer service at 1-800-713-1239 or at You may exchange the item within 60 days of purchase as long as it has not been used or opened. Return postage/shipping is the responsibility of the customer.

What if there is a price different on my return or exchange?

Answer: If the total of your exchange or new order exceeds the value of your returned items, you will need to provide additional payment by credit card, check, or money order. If the difference is less, we'll issue a refund. You will not pay extra shipping for exchanging an item; however, you will need to pay shipping on returned items.

Where do I send my returns or exchanges?

Answer: Please send them to:

Herrschners Returns Department
2800 Hoover Road
Stevens Point, WI 54481

(Please be sure to send your package via UPS or insured Parcel Post.)

Please note large orders, refused orders, or orders past 60 days from purchase date may be subject to a restocking fee up to 20% and return shipping cost.

Gift Certificates:

Can I use my paper gift certificate for a purchase online?

Answer: Yes. During checkout, please enter your Gift Certificate Number in the "Payments and Promotions" section and click APPLY.

How do I check my Gift Certificate balance?

Answer: Please contact our customer service by email at or by phone at 1-800-713-1239.

Passwords & Online Account Management:

I can't remember my old password. How do I get a new one?

Answer: Click the "Sign In" link at the top, right-hand side of the website. Next, click the "Forgot Password" link and enter your email address. A password reset link will be sent to your email address. You may also call Customer Service at 1-800-713-1239

How do I change my login email address?

Answer: Sign into your online account. On the left-hand side you will see "My Account." Choose "My Information" located under "My Account." Update your email address and click "Save." *

*Please note that changing your login email address will not change your email address where promotions are sent.