Why can't I log in/why am I receiving a message that my password is invalid?

The most common reason for this is when copying and pasting a password from email.  An extra space is appended to the end of the password, causing the website to think it is the wrong password, since a space is a valid character.  To remedy this, type your password in by hand, or if copying and pasting, make sure an extra space isn't on the end and delete the space if necessary.

What is the MidwestScrapbook.com return policy?

Generally, returns of unopend, unused items are accepted within 15 days of delivery.  A return authorization is required and may be subject to a restocking fee.  Please see the Returns section for more details.

How are backorders handled?

Due to our current order fulfillment system, unfortunately we are not able to manage backorders.  Any item that becomes out of stock at the time of shipment will be deleted from the order and you will be refunded for those item(s) via the original method of payment.

Do you match dye lots on yarn, thread, embroidery floss, etc?

Our products come from a single distributor so there is a good chance die lots will be consistent within an order, though we cannot guarantee it. 

I ordered a bolt of fabric that arrived with a seam in it, can I return it for a refund or exchange?

The industry standard is to allow one seam per bolt so we do not accept returns or exchanges on bolts of fabric due to a seam. 

The item I received is a different color than the photo showed.

Manufacturers sometimes change the color of their products and a different color may be sent than what is pictured. We make every effort to make sure photos are up to date but the change may occur with little or no notice. Unless a color is specified our fulfillment center will send whatever color is available.

What does DHL Direct Duties Paid mean?

We have recently implemented this shipping method to Australia, Canada and the UK.  This means that DHL takes care of the duties and customs during shipment, so no fees are due at the time of delivery.  Orders to all other countries outside the US may be subject to duties, customs fees or taxes upon delivery dependent upon the local regulations and are the responsibility of the customer.  Orders shipped via DHL Direct Duties Paid can be tracked here.

Once I have placed an order, is it possible to add or remove items to that order?

No, it is not.  The way our order system works puts all completed orders immediately into the fulfillment process making it impossible to edit the order.  The only option is to completely cancel the order and create a new one with the added or removed items.

Where can I track the status of my order?

Once an order is marked shipped, it will be updated with a tracking number.  Orders within the United States can track their packages through the Post Office or DHL.  Orders to Australia, Canada or the UK can track their packages here.  Tracking information is not available to any other locations and may take up to 25 business days to be delivered.

The tracking information says my package was delivered but I don't have it - now what?

Occasionally a carrier will scan a package as delivered before it arrives at the final destination. When this happens, the package is usually delivered within the next few business days.

If you've waited a couple of days and you still don't have the package:

• See if someone else accepted delivery.Check with household members, neighbors, building managers, the mail room, front desk, and anyone else who may have accepted the delivery.
• Look around the delivery location.Carriers sometimes leave packages in a safe, hidden place like on a side porch, in/around your garage, or behind bushes.
• Look for a notice of attempted delivery.You may find an attempted delivery notice in your mailbox or P.O. Box or on your door. Follow the instructions on that notice to request redelivery or pick up the package.
• Contact the carrier. Ask if they have additional information about the package's location. (Have your tracking or delivery confirmation number handy.)