When is Herrschners available by phone?

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?

No. We sell products 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. Why?

Our promotional email list is not integrated with website accounts. If you previously ordered and checked out as a guest, your email was not registered as an online account. Please create an account by clicking the “Sign In | My Account” button at the top of the page and selecting the “New Shopper” tab.

Do you offer classes on different projects?

Yes. We offer virtual instructions on our website—visit our Inspiration & How-To section for videos and articles. If you prefer an in-person experience, our retail store in Stevens Point, WI offers classes, “Make It & Take It” sessions, and open knitting & crocheting times. Sales associates are always happy to help with advice, inspiration, and trend insight.

I had a customer account on herrschners.ca. Is my account still active on herrschners.com?

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

Do I pay in US or CA money?

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?

Yes. We now offer back orders to Canada with no added shipping cost. If an item is on backorder, a notification will appear during checkout. If you choose to backorder the item, your in-stock items will ship right away and the backordered item will ship separately when it is back in stock.

How much does it cost to ship into Canada?

We’ve updated our delivery process with faster shipping and full tracking from our warehouse to your door. Import duties and taxes are charged at checkout. Taxes are collected at checkout for customers in the Manitoba and Saskatchewan provinces.

Current Canada shipping rates:
$0.00–$10.00 ships for $13.90
$10.01–$20.00 ships for $17.40
$20.01–$30.00 ships for $19.90
$30.01–$40.00 ships for $20.90
$40.01–$60.00 ships for $22.90
$60.01–$80.00 ships for $23.90
$80.01–$100.00 ships for $25.90
$100.01–$150.00 ships for $26.90
$150.01–$250.00 ships for $29.90
$250.01 and up ships for 10% of subtotal + $7.95.
Rush shipping is not available to Canada.

Where do I send returns from Canada?

Please send your returns to:
Herrschners
2800 Hoover Rd
Stevens Point, WI 54481

How do free shipping promotions work?

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

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

Absolutely! Instead of ordering on the website, please stop in or contact our customer service 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
715-341-8686
HerrRetailStore@herrschners.com
Retail Store details

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

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?

We ship to Belgium, Brazil, Canada, Croatia, Denmark, Estonia, Finland, France, Germany, Gibraltar, Great Britain, Hong Kong, Hungary, Ireland, 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 customs fees / VAT upon arrival?

Each country has different rules on customs fees and VAT. If you are concerned, please check the limits and regulations in your country before ordering.

What are your shipping rates?

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

Do I have to pay sales tax?

Yes. Please refer to the Sales Tax Rates page to view our tax calculator. Taxes are collected for certain locations as required by law. Duties (sometimes referred to as import taxes) are the responsibility of the customer.

How can I track the status of my order?

After your order has shipped, you’ll receive an email with a tracking link.

When can I expect my order?

Orders are processed and leave our warehouse within 2 business days. Once shipped, you can expect delivery in 3–8 business days for most orders. International orders may take longer.

Hawaii customers: Due to logistical considerations, expected delivery time is approximately 28 days.

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

Please call your local postal service to ask where your package was delivered. If they cannot assist you, contact our customer service by phone at 1-800-713-1239.

What if I need a specific yarn dye lot?

Please contact our customer service by phone at 1-800-713-1239 and we will be glad to help. Although we make every effort to keep an order within the same dye lot, we cannot guarantee that subsequent orders will be from the same lot.

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

Yes. A download link appears on your thank-you screen, and a link is also included in your order confirmation email. If you did not receive that email, please contact customer service at 1-800-713-1239. We recommend registering an online account when placing orders for patterns so you can access them in the future.

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

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

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

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

How many promotions may I use with one order?

You may use only one promotion per order. The exception is for Smart Savings Club members, who can use their 10% and/or free shipping discounts on top of other discounts.

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

Everything in stock ships immediately. Backordered items ship separately when they become available.

How do I cancel an item?

Please contact our customer service by phone at 1-800-713-1239.

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

Please contact our customer service by phone at 1-800-713-1239.

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

Backorders are charged when they ship.

What is your Return Policy?

If you are dissatisfied with your purchase, you may return unused merchandise for a full refund or exchange within 60 days. Every order includes an itemized invoice with return instructions. You may also mail returns to:

Herrschners Returns Department
2800 Hoover Road
Stevens Point, WI 54481

Please send your package via UPS or insured Parcel Post. Large orders, refused orders, or orders past 60 days may be subject to a restocking fee up to 20% and return shipping cost.

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

If one of the payment methods was a credit card, debit card, or PayPal, your refund will be applied to that form of payment. Otherwise, you will receive a mailed check.

How can I exchange items I purchased for different ones?

If you receive a product in the wrong color, size, or style and would like to exchange it, please contact customer service at 1-800-713-1239. 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 difference on my return or exchange?

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?

Please send them to:

Herrschners Returns Department
2800 Hoover Road
Stevens Point, WI 54481

Please send your package via UPS or insured Parcel Post. Large orders, refused orders, or orders past 60 days may be subject to a restocking fee up to 20% and return shipping cost.

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

Yes. During checkout, enter your Gift Certificate Number in the “Payments and Promotions” section and click APPLY.

How do I check my Gift Certificate balance?

Please contact our customer service by phone at 1-800-713-1239.

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

Click the “Sign In” link at the top right of the Herrschners.com website, then click “Forgot Password” and enter your email address. A password reset link will be sent to your email. You may also call Customer Service at 1-800-713-1239.

How do I change my login email address?

Sign into your online account. On the left-hand side, under “My Account”, select “My Information”. Update your email address and click “Save.”

Please note: changing your login email address will not change the email address where promotional emails are sent.