Website Questions
I keep getting a pop up message at the top of the page when I visit your site; how do I stop this?
What do I do if I’m having trouble ordering?
How can I contact you?

Order and Shipping Questions
How do I place an order?
Why can't I change my shipping address?
Do you ship internationally?
What payment options are available?
Is your site secure?
What is your return policy?
How much will my shipping charges be?
How do I know if my order is received?
When should I expect my order?
How will my order be shipped?
What happens if an item I ordered is found to be out of stock?
Can I be notified when an item does return to stock?
Can I make an adjustment to my order?
I am missing an item(s) from my order, what do I need to do?
How can I obtain coupon codes?
My coupon code is not working…
Can I use more than one coupon code?
Do you sell wholesale?
I received my order damaged, what should I do?

E-Products Questions
What is an e-pattern or e-book?
How do I download my e-pattern or e-book?
I ordered an e-book, but still haven't received it...
I was not able to download my e-pattern/book before the expired date…
I cannot open my e-pattern/book…
I purchased and downloaded an e-pattern/book and it just wasn’t what I was looking for. Can I get a refund?
I've downloaded and printed my e-pattern, but it seems that some of the pattern was cut off in the printing process...

Message Boards or Gallery Questions
I’m unable to login to the message boards or gallery…
How do I get a picture under my name (avatar) on the message boards?
What kind of file formats can I upload to the gallery?
What's the largest size image I can upload to the gallery?
How many images can I upload?
How can I upgrade my account to get more space in the gallery?
Do comments posted in the gallery count towards my number of posts?
I'm scared that other users will post negative comments about my crafts...
I see that some users have created their own albums; how can I do this?
(For more specific questions on how to use our forum, visit our forum FAQ page. For questions about our rules, please read our Terms of Service.)

Advertising Questions
I purchased a banner ad; why don't I see it on your website?
If you have any questions about our consignment program, please see our Advertising page and/or fill out the contact form for more information.
 

Website Questions

I keep getting a pop up message at the top of the page when I visit your site; how do I stop this?  Our website uses some JavaScript, and a few internet browsers prompt you to accept JavaScript.

To turn on JavaScript, go to the top of your internet browser and click tools, then select "internet options", then click on the "Security" tab, then lower your security level to "medium" or select "custom" and find anything with the word java or JavaScript and enable it. Java and JavaScript are safe ways of displaying things on the internet, but Microsoft, for some reason blocks their use on "high-security" settings.

If this does not help, then click on the “Advanced” tab in your internet options, and check “Allow active content to run in files on My Computer”.

What do I do if I’m having trouble ordering?  We do everything we can to ensure that shopping with us is as simple and pleasant as possible. However, computers do sometimes have a mind of their own! If you have trouble placing an order, please email us your order at info{at}CraftyAvenue.com. Please note that only one coupon can be used per order. If two coupon codes are entered into the coupon section of the online order form, neither coupon will be accepted.

How can I contact you? You can contact Crafty Avenue by email: info @ craftyavenue.com

By our contact form.

Or By Mail:
Crafty Avenue
46 Faith Road
Newington, CT 06111

Order and Shipping Questions

How do I place an order?  Ordering from Crafty Avenue is as easy as 1-2-3:
Once you have located an item you are interested in purchasing, click on the “add to cart” or "buy now!" button associated with that item. The item will then be transferred to your on-line shopping cart. You will see that the quantity of each item in your shopping cart defaults to one. If you wish to order more than one of any of the items in your cart, change the quantity to reflect the amount you wish to order; then click on the "Update" button located at the bottom of the page. If you are interested in ordering more than one item, click on the "Continue Shopping” button located below the shopping cart.

Once you finish shopping, click on “Cart Contents” to view your shopping cart.

Once you get all the items you wish to order in your shopping cart, you are ready to check out. Click on the "Checkout" button located below the shopping cart, or within the top page links. If you have not already logged in, it will prompt you to do so. All your items in your shopping cart will then be merged with your saved cart from your account (if you had items in your cart last time you were logged in); so you may want to review your cart again before checking out. Continue to follow the instructions to finish checking out.

Why can't I change my shipping address? If you are ordering e-goods, the shopping cart will not direct you to the delivery page because a shipping address is not required since they are downloadable products.

Do you ship internationally? Yes, we do ship internationally. For international orders, please use our shopping cart. During check out, you will see shipping charges for US only. Your shipping charges will be adjusted to actual shipping before your card is charged. If paying by PayPal, we will send you a separate invoice if extra shipping charges are due.

What payment options are available? We accept PayPal, Visa, MasterCard, Discover, and American Express. We do however, have a minimum order of $5.99 for credit card orders. If your order is less than $5.99; please use PayPal.

Is your site secure? Crafty Avenue uses industry standard SSL encryption to ensure that privacy is maintained with each and every customer transaction. When you enter your credit card information, it is transmitted to us in an encrypted or scrambled format which is 100% secure and hacker safe. To ensure that you are on a secure page, look at the page address, it should begin with https. Credit card numbers are only stored until your order is processed; then they are deleted from our system.

What is your return policy?  We have a 30 day, no questions asked, Money Back Guarantee! If you are unsatisfied in any way with any products you receive, you may return them undamaged, within 30 days of delivery date and we will cheerfully send you a refund for your purchase price (shipping charges are non-refundable). Please note: All clearance items, sale items, e-books, e-patterns, and special order items are not returnable.

Please inspect the contents of your package(s) upon delivery so you have plenty of time to take advantage of our 30-day refund policy. We will be unable to issue any type of refund after the 30-days has expired.

To qualify for the refund, however, product(s) must arrive at our warehouse within 30 days of the original shipment and in the same condition we shipped it--i.e. unopened, unused, and undamaged merchandise. Please repack the products carefully for the return trip to avoid damage in transit. Products that have been opened, used, or damaged will not be accepted for return and will be returned to the customer at the customer's expense. If you believe there will be a problem with the product reaching us within the 30 day period, be sure to contact our customer service department to make special arrangements.
 
If the return is due to our error, we will of course, refund your return shipping costs; and send a replacement for free. Please note that the original shipping charge is non-refundable.

How much will my shipping charges be? We have created a shipping table based on weight of our items to best reflect actual shipping charges. All paper patterns and e-goods are shipped FREE of charge. After adding items to your cart, click on “Check Out”. You will then be directed to a login page, or the delivery information page which will show the shipping charges. If no shipping charges are shown, then your order will be shipped free. Please note that our shipping charges are for US residents only, exact shipping charges will be added to international orders.

How do I know if my order is received? You should receive a confirmation email within minutes of placing your order. Please send us an email at "info @ CraftyAvenue.com" if you do not receive this email. Please note that your confirmation email may get marked as spam, so please check your bulk box before emailing us.

When should I expect my order? Most orders ship within 2-5 business days; and are shipped out by priority mail. If ordering paper patterns only, they will be shipped by first class for free. You will be notified by email if your order will be delayed. E-patterns and e-books are downloaded instantly after successful payment. 

How will my order by shipped? We ship only via USPS priority mail or USPS first class for paper patterns.

What happens if an item I ordered is found to be out of stock? Usually, our out of stock items are marked accordingly, but occasionally our shopping center inventory count may be wrong. If this happens, and you order something that is shown to be in stock, but is actually out of stock, we will deduct the amount of the out of stock item from the total and adjust the shipping charge if applicable. If you order an item that is marked "out of stock" (a note will also appear in your shopping cart) then we will wait until the item(s) are back in stock before shipping your order.

Can I be notified when an item does return to stock? Yes, just click on "notify me of updates to this item" located on the right side of the screen on the product description page. If you do not see this option, you may already be signed up for global notifications (notifications for all products); check your account page.

Can I make an adjustment to my order? We will make every effort to accommodate your requests. You can email us at info @ craftyavenue.com, if your order has not already been shipped we will be happy to accommodate you. Additions lengthen the processing time. For this reason, we encourage customers who are interested in adding more than one or two items to go ahead and place a separate order. If you do place a separate order, please feel free to email us; if the first order has not already been shipped, we can combine the two orders into one and adjust the shipping charges. Please note: this may cause a delay in the first orders processing time.

I am missing an item(s) from my order, what do I need to do? We do apologize for any error on our part. Before contacting us, please check your packing slip for any notations or yellow highlights indicating that the item(s) were out of stock. If an item is out of stock at the time your order is processed, the item cost will be credited back to you and need to be reordered when the item is back in stock. If there is no indication that the item was out of stock, please double check all the packing materials; smaller or fragile items get wrapped up in the packing paper when shipped. If you still believe you are missing items, please email us at: info @ craftyavenue.com; please include your order number, name, address, and items you are missing.

How can I obtain coupon codes? There are several ways our customers can obtain coupons. From time to time, Crafty Avenue will run promotions offering discounts on orders placed. These promotions are mentioned in our monthly newsletter, so don't forget to sign up today! Sometimes we'll send out special newsletters to our valued returning customers, or enclose a coupon for future orders in your shipment.

My coupon code is not working… Please verify the coupon has not already expired, if the coupon is good for select items only, or if it is only valid with a minimum purchase. Also please make sure to type in the coupon code exactly as it is shown; they are case sensitive. 

Can I use more than one coupon code? We can only accept 1 coupon per order. If 2 or more coupons are entered into the coupon section of the online order form, neither coupon is accepted by the system.

Do you sell wholesale? We do not sell wholesale. Crafty Avenue is a retailer and does not offer wholesale pricing.

I received my order damaged, what should I do? We pack everything as carefully as possible, but occasionally something may arrive damaged. If this happens, please retain all original packing materials and notify us immediately. Please open package(s) immediately and report damages within 7 days of delivery.

E-Products Questions

What is an e-pattern or e-book? E-patterns and e-books are items that are instantly downloaded from our website upon payment; and are in PDF format for you to print yourself.  Once you checkout with our shopping cart, you should be redirected to an "order success" page which will list your item(s) to be downloaded. Just click on the .pdf file and choose "save" to save it to your computer. If for some reason, you are not directed to the "order success" page, then you have up to 10 days to download your e-goods from your account. Just go to "My Account" and click on the order that contains e-goods. You'll then be able to download it from that page. You have five chances or ten days (which ever comes first) to successfully download your product before the link expires. To open your PDF file, you need Adobe Reader: a free program that reads PDF’s. If you don’t already have this program installed on your computer, please visit the following address to install it: http://www.adobe.com/products/acrobat/readstep2.html

How do I download my e-pattern or e-book? Our e-goods can be downloaded instantly upon payment either from the check out success page, or from your order history (under My Account). To download an item, simply click on the e-good's link and choose "Save" then choose where to save your new e-good on your computer. If you choose "Open", you may get an error.

I ordered an e-book, but still haven't received it... E-patterns and other e-goods are not emailed to you. They are downloaded directly from our website. After you place your order and successfully send a payment, you are directed to an Order Success page. Your download links are located on this page. You can also download them in your order history. To get to your history, click on 'My Account' at the top right of our shopping center. Next, click on your previous order. From there, you will be able to download any e-goods you have ordered.

I was not able to download my e-pattern/book before the expired date… If for whatever reason your link to your e-goods has expired and you have not successfully downloaded it, please give us an email at: info @ craftyavenue.com with your name, order date, order number and a list of e-goods that you need.

I cannot open my e-pattern/book... Our e-goods come in a PDF format; to open your PDF file, you need Adobe Reader: a free program that reads PDF’s. If you don’t already have this program installed on your computer, please visit the following address to install it: http://www.adobe.com/products/acrobat/readstep2.html

I purchased and downloaded an e-pattern/book and it just wasn’t what I was looking for. Can I get a refund? Sorry, due to their nature, all e-goods are not returnable.

I've downloaded and printed my e-pattern, but it seems that some of the pattern was cut off in the printing process... Some e-patterns require 8.5 x 14" paper. If this is the case, it should be noted in the pattern description on our site. When printing a pattern that requires 8.5 x 14" paper, make sure the option: "Choose Paper Source by PDF Page Size" is checked in the print menu.

When printing, it is easiest to print the pattern cover and directions first (usually the first 3 pages); then the actual pattern page(s) separately. This way you can put the larger 8.5x14" paper in your printer when needed. If you're not sure if you need 8.5x14" paper, you can check by clicking on Print, then under "Print Range" choose "Pages from:", next type in a page number to check what size it is. There will be a preview of the page with it's page size to the right.

Message Boards or Gallery Questions

I’m unable to login to the message boards or gallery… Please note that our forum and gallery use a separate login from our shopping center for security reasons. If you are sure that you have signed up for a login for our gallery and forum, check that your computer is set for the correct date and time. Extreme variations may cause the Community or Gallery to log you out immediately after login. If this doesn’t help, you need to delete your temporary internet files and cookies.

For Internet Explorer - go to Tools, Internet options, and click on the Delete Files and Delete Cookies buttons. Deleting files can take a few moments, so be patient!

For Mozilla - go to Tools, Options, and click on the Privacy icon. Click on Clear next to Cookies and Cache. Again, this can take a few moments.

How do I get a picture under my name (avatar) on the message boards? Adding an avatar is easy! Just go to your "Profile" (there's a link within the top of every page), then towards the bottom, you will see your Avatar Control Panel.

If your avatar is located on your computer, then click on the Browse button, and choose the file from your computer.

If your avatar is located on the internet, you have the option to either copy the avatar to our servers, or simply link to your avatar with its URL. Insert your avatar's URL into either the Upload box, or Link box.

If you do not have an avatar, you can have one made by a graphic designer, create one yourself by using a photo editor program (crop your photo to a square, resize to 80x80, then compress the file to no larger than 6KB), or you can use one of our free avatars by clicking on "Show Gallery" in the Avatar Control Panel and choosing an avatar from there.

When you have indicated an avatar, then simply hit the Submit button, and your avatar will show on all your posts!

Note: Avatars must be 80x80 pixels, and the file size must be no larger than 6 KB. If you need assistance in changing the size of your avatar, please post in the Technical Support forum for help.

What kind of file formats can I upload to the gallery? You can upload .gif, .jpg, .jpeg, or .png

What's the largest size image I can upload to the gallery? The maximum size of the image can be no larger than 550 pixels wide or tall; and no larger than 150 KB.

How many images can I upload? To prevent a server crash, or a massive amount of images in our gallery, users are only allowed to upload up to five images a day. We do not have a limit on the number of total images you can upload, but we do have a limit of the amount of space you can use.  Users can upload a total of 5 MB (5120 KB). To maximize your space, make sure you optimize your photos for the web, and compress them as much as possible. If you are unsure as to how to do this, visit our forum for a tutorial. If you would like more available space, you can upgrade your account.

How can I upgrade my account to get more space in the gallery? You can upgrade your account by visiting our Upgrade page. From there, you can sign up for a subscription service through PayPal.

Do comments posted in the gallery count towards my number of posts? Yes they do. Comments posted in the gallery are counted toward your posts, but not comments posted in our School House.

I'm scared that other users will post negative comments about my crafts... The great majority of comments are positive. We do encourage users to post constructive criticism to help us learn; but being rude or negative about an image is not allowed. We do monitor the Gallery and delete comments that are blatantly rude or offensive.

I see that some users have created their own albums; how can I do this? Creating personal albums is a special feature that is only given to those who have upgraded their account. To learn more about upgrading, please visit our Upgrade page.

Advertising Questions

I purchased a banner ad; why don't I see it on your website? Banner ads are added to our website or community within 2 weeks of purchasing. Also, our banner ads are on a rotation, which means we could have up to 10 banners in one advertising spot. Every time someone visits our site, a banner is chosen at random to be displayed. Also, a new banner is displayed every time the page is refreshed.

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