Help - Potluck Yarn Customer Service
potluckyarn.com has become a certifiably green website. For every KWH of energy that iPage (our hosting company) uses, the company purchases Renewable Energy Certificates to offset that amount with wind energy by 200%!
Where's my order?
You can log in at any time and check your order status. Just click on the "My Account" link in the top menu of just about every page on our site (you do have to be logged in) and then click on the Order History link. If will show you the order status and if it has shipped, when and where, and have the tracking number.
Please note, we do not personally deliver packages. UPS and USPS pick up packages everyday, take them back to their facilities and then route them to you. It is at this time that the the tracking number is emailed to you and updated in your order history.
We will do our best to accommodate your choice of shipping. However in the case that the chosen shipping type does not meet the requirements of the package and or address, we reserve the right to ship it as required and bill you accordingly. An example of this would be a package addressed to a P.O. Box and asking for UPS shipping. As this is not possible it will be switched to ship through the USPS.
Packages are insured and tracking information (when available) is emailed to you once the package ships.
Most packages are shipped within 3-5 business days after payment is received. Depending on your payment method we actually receive payment within 1 to 5 business days from the time the order was placed. Please note that credit card payments take up to 25 hours to complete and PayPal payments can take up to 5 days.
They're high, you don't have to tell us, we pay them too. We do not set the shipping rates. When you click on the "estimate shipping" link or checkout you and Potluck Yarn are receiving real estimates in real-time from UPS and USPS. These quotes are supplied by the shippers (UPS and USPS) based on the weight of your order, your ZIP code and our location. We do not set the shipping rates, the shippers do.
When your order is shipped by UPS or USPS you will be sent a shipping confirmation and tracking number. That info is also posted into your order history on the My Account page.
Not receiving emails from Potluck Yarn?
If you are subscribed to our mailing list, you should be hearing from us just about every day. If you're not subscribed (you're missing a lot of deals) you will only hear from us when you place an order, that order is shipped or if you contact us. If you do not receive those emails you can check your subscription info, log into your account and make sure you entered it correctly. Note-your account at Potluck Yarn and your subscription are two different accounts. Constant Contact handles our mailing list. You should also check your device's email settings to make sure we are on your safe or friends list, that our messages are not ending up in your spam or promotions folders, etc.
Order confirmation, Incomplete Orders, and Re-ordering
Every order placed should receive an automated "order confirmation" response from Potluck Yarn. This contains your order number, a list of items ordered and your total balance. If you did not receive an order confirmation within an hour of ordering, Email us for a direct order confirmation. DO NOT RE-ORDER WITHOUT CONTACTING US FIRST. People often make re-orders on purpose, so a double order isn't enough to raise a red flag for us. We cannot refund orders placed in this manner as per company policy. If you're worried about the availability of an item, Email us with as much information as you have and we'll do our best to make sure you get what you want. Your order number is the best, but your first and last name, email address, and items ordered are enough for us to find you in the system.
If you do have a question or comment about an order, please send an email to help and be sure to include your order number. We will try to get back to you as quickly as possible, usually within 2 business days.
Patterns PDF Downloads
The link to your downloadable pattern is not in the order confirmation, it is sent separately after the order has been confirmed and your pattern personalized for you. It may take a few minutes. Please check your spam or promos folder before contacting us.
We have over 300 patterns available for download. You purchase them just like any other item. After you successfully check out an email will be sent to you with the link to your personalized copy of the pattern. To receive the email with the link your email must be a valid one and you must be able to receive email from us. Please be sure that potluckyarn.com is on your safe sender list. If you are using Gmail, you should be sure that potluckyarn.com is not being redirected to your "promos" folder. The patterns are Adobe PDF files, just about ever computer can read these files or you can find the free Adobe reader at Adobe.com.
When shopping at Potluck Yarn it's important to remember that you don't actually reserve an item as yours until you've checked out with it. While it's in your cart, another buyer can still access the item. This is how items of high interest can become oversold on our site. An infinite number of buyers can put a single item in their cart, but it isn't removed from the site until one of them checks out. If you have an item with a low inventory, especially a featured item off the homepage or the newsletter, it's best to check out with it as quickly as possible.
We do not empty shopping carts, but if an item goes out of stock while in your cart you will receive a message at checkout noting that it is no longer available.
We are aware that many people use shopping carts as a sort of wish list. They put many things into their cart without ever planning on checkout out. Since we sell discontinued items in limited quantities we do not put a reserve on items in carts, they're not yours until you successfully check out with them. Reserving items in cart would not be fair to people actually planning on making a purchase. And, some people put thousands of dollars worth of stock in their carts, there would not be anything left to buy if they were reserved.
Looking for a certain yarn...
If you're looking for a certain yarn please use our search feature at the top right of every page. We update our stock frequently. You can also try the New Products link.
We occasionally use discount codes. To get the discount you must enter it in the space provided on the payment page at checkout. Some codes require you to spend a certain amount or buy certain products or only apply the discount to certain items. Please read the description on the code or in the daily mailer. Only one discount code can be used per order.
From time to time we give a discount code to new customers when they register. You must be able to receive email from us to receive this code. The discount is for new customers only. We didn't really think we'd have to say it, but if you create multiple, fake accounts we will not honor the discount for any additional orders. The discount is good for one person/household/business/address, etc. Some sale items will not be eligible for the new customer discount.
When you click on the "forgot password" link on the log in page, your password is instantly changed and the new password is emailed to you. The password is correct and does work. The new password is case-sensitive and contains both letters and numbers. It is practically impossible to tell some letters and numbers apart in an email so we recommend copying the new password from the email and pasting it into the log in page on our site. From experience we know this works. If you click on the "forgot password" link more than once, you password gets updated more than once and only the latest one will work.
We do not know your passwords and don't really want to know them. But, we do see how many times they get updated and it is a lot.
We accept VISA, MasterCard, Discover and PayPal. You may use American Express by choosing PayPal as your payment method at checkout and entering your information at their site.
When you press the "submit" button your order is encrypted and sent to Authorize.net for authorization. We do not know your credit card number and never see it. It is encrypted and sent to Authorize.net. They contact your credit card company and get approval. We do not have access to your account and our site/servers/company do not access your credit card account or obtain any information from it. This is why we cannot add to or edit your orders, we do not have access to your accounts.
Please use our Contact Us page if you believe there was an error in your order.
Orders cannot be changed once submitted. All cancelled orders are subject to a restocking fee.
Our Returns Guidelines are as follows:
The Color Is Different...
Colors may not be exactly as shown, we do our best to maintain consistency but dye lots may vary. Also, please be aware colors may look different depending on the type of computer screen you are using.
Please see our Contact Us page for information on how to contact us.
Website (External) Links
These links are being provided as a convenience and for informational purposes only; they do not constitute an endorsement or an approval by Potluck Yarn of any of the products, services or opinions of the corporation or organization or individual. Potluck Yarn bears no responsibility for the accuracy, legality or content of the external site or for that of subsequent links. Contact the external site for answers to questions regarding its content.
We use imgur.com as a cloud-based image sever. It speeds up the loading of extra images on our site. We only have control over the images in our own directory there, we do not control other people's images. If you click on the "imgur" logo you will be taken to their site and will find images beyond our control.
There are a number of reasons why you might not be able to access our site. We may be down for maintenance. We usually try to perform maintenance late at night but it could happen anytime. Our server automatically reboots when necessary. Go to downforeveryoneorjustme.com and enter potluckyarn.com to see if it's us or you. If it's us hopefully we'll be back in 15 minutes or so, if it's you well...we really can't help you there...
You may not be able to access our site if you are using a firewall or proxy, like at work, and your employer has decided to block our site. And, it is possible that your computer has been banned. Many computers share IP addresses and if you are sharing an address that a hacker used to try to access our site, you could be banned too. If you think there is a problem contact the firstname.lastname@example.org. You should "google" the term "whats' my IP address" and then include the answer in your message.
Security is obviously a very important issue for us. Potluck Yarn has NEVER had a security issue. If you're unsure as to the secure nature of our site, here's what to look for:
Once you get to the check-out page the address bar should change from "http" to "https" and a small padlock should appear somewhere on your browser window, all browsers are different so we can't tell you exactly where, but in one corner of your browser window there will be a padlock. Remember: these elements only appear once you get to the checkout page.
If you're having trouble seeing either of these elements you may need to update your browser. You should always use the current version of whichever browser you prefer.
Our newsletter is the best way to tell at a glance what's new on the site, and what we think the best and most exciting deals are. The newsletter is always available on a static page, but you can also sign up to have it delivered directly to your email. Each newsletter contains direct links to the features products for your shopping convenience, as well as any information about contests and giveaways. One response we get all the time is "Oh, I already get too much junk" Well, we get too much junk too! The beauty of our newsletter is twofold:
1) The information is ALWAYS relevant. It's often covering the newest items available, items that would otherwise take some probing around to find.
2) You can cancel it at any time, and we CANNOT put you back on. We use a well respected service called Constant Contact that has strict policies concerning the opt-out process. If you choose not to receive our newsletter you'll never hear a thing from us again. No hassles, no problem.