Tracking

Once your order ships, you will receive an email confirmation with your tracking number and a link to view the status of your shipment.

If you can’t find your confirmation email, try searching your inbox for “Herrschners” or your order number. If you created an account at checkout, you can also view your orders and tracking information by signing in to your account.

Please note that tracking updates may take up to 24 hours to appear after your package has shipped. Orders ship on business days only and may be delayed by holidays or severe weather conditions.

Order Issues

Missing or damaged items?

If an item arrived damaged, is missing from your shipment, or there is any issue with your order, we are here to help. Please contact our Customer Care team as soon as possible so we can make it right.

Call us at 1-800-713-1239 Monday–Friday, 8:00 AM–5:00 PM (CT), or connect with us via Live Chat during our chat hours.

Live Chat Support

Live Chat is typically available Monday–Friday, 10:00 AM–4:00 PM (CT). Look for the chat icon on our site to start a conversation with a representative.

Hours may vary on holidays and during peak seasons. If we are unavailable, please leave a message or send an email and we will respond as soon as we can.

Returns & Exchanges

We want you to be delighted with your purchase. If you are not satisfied, you may return most unused items within 30 days of purchase for a refund of the merchandise price.

Items must be in new, unused condition, in original packaging, and accompanied by your packing slip or order confirmation. Please allow time for your return to be received and processed.

Mail your return to:

Herrschners Returns Department
2800 Hoover Road
Stevens Point, WI 54481

Original shipping charges are non-refundable. Large, refused, or late returns may be subject to a restocking fee in accordance with our full return policy.

Canadian Customers

Canadian customers should follow the instructions included with their order for returns and exchanges. Please ensure your return complies with current customs and tariff regulations. Duties and taxes are typically non-refundable through Herrschners; you may need to contact your local customs office for more information.

Refused or undeliverable Canadian orders may be subject to additional fees or partial refunds based on carrier policies.

Exchanges

• Exchanges must be requested within 30 days of the original purchase date.
• Items must be unused, unopened, and in sellable condition, with original packaging and labels.
• Return shipping costs are the responsibility of the customer; we recommend a trackable shipping method.
• Once we receive your return, we will process your exchange and ship the replacement item as quickly as possible.

Some items, including clearance or special-order products, may not be eligible for return or exchange. Please review your order details or contact Customer Care if you have questions.

Product Questions

If you have questions about a product—such as yarn substitutions, pattern details, sizing, or availability—our team is happy to help you find the answers you need.

You can contact us by phone at 1-800-713-1239 (Monday–Friday, 8:00 AM–5:00 PM CT) or use Live Chat during available hours.

For the fastest assistance, please include the item number or pattern name, and any specific details about your project or question.