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Manage your profile, view order status & history, reorder, exchange or return and more.

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Create an account with us and you'll be able to check out faster, track new orders, access order status, save multiple addresses, create wish lists and more

Store Policies

View our Shipping, Warranty, Return, Privacy and Payment Policies.

Wholesale Inquiries - Contact Us

Customer Service Frequently Asked Questions (FAQs)

Select a question below to find answers to your customer service related questions. For specific Product or Needlework quesitons, visit our Product FAQ page here.

  • How do I check on an order I have placed?
  • Do you accept international orders?
    • Yes, however additional shipping charges will apply.
  • What is your exchange/return policy?
    • We will gladly assist in resolving your problem and provide you with instructions for proper return or exchange. Simply login to your account, select the order/item you'd like to return and submit a return form. If you have additional questions, please contact us here.
  • Where can I buy Puffin & products?
  • Do you offer wholesale pricing?
  • What payment methods do you accept?
    • PayPal, Credit Card (VISA, Mastercard & DiscoverCard), Check (Must be imprinted & include address)
  • What credit cards do you accept?
    • VISA, Mastercard and DiscoverCard
  • How much do you charge for shipping?
    • Shipping is by USPS First Class. Charges in the continental US are $3.99. Additional charges will apply for other methods of shipping and for outside the continental US.
  • Can I buy a gift certificate?
  • Do you offer gift wrapping?
    • Gift wrapping is not available. If you are sending a gift and do not want the receipt included, please indicate so in the comments section of the order page (Step 4: Order Confirmation).
  • How long does it take to ship my order?
    • We strive to ship within the next business day of receiving your order.
  • Can I send items from one order to muliple shipping addresses?
    • Yes! From the shopping cart, select the "Checkout with multiple addresses" link just below the Proceed to Checkout button. This will route you to a page to select your BILLING address. Once you've selected the billing address, you will be routed to a page where you may select a different SHIPPING address for each product in your cart. You may select existing address from your address book or add a new shipping address. To add a new address, select the link in the white information box at the top of the item list. Please note, the shipping charge will be applicable for each separate shpping address.
  • Will my order be taxed?
    • We are required to charge tax for any items shipped to California.
  • Why doesn't my coupon code work?
    • Coupon codes are case sensitive and should be entered exactly as they appear. Verify you are entering the code in the Coupon Code box vs. the Gift Certificate code box. Also note coupons do have an expiration date. If you are still having issues, please contact us here and list the specific Coupon Code in your message.
  • Are your products guaranteed?
    • Yes, all Puffin and Company products come with our 90 day full replacement warranty against manufacturer's defects. Slight variations in the product will occur due to their hand-made nature.
  • Are your products safe for children?
    • Our products may pose a choking hazard for small children, so please keep your Puffin out of reach of little hands!
  • Can I share my wishlist?
    • Yes! When setting up a wish list, check the "I want to share this list" box. This will provide you with the link to share with friends. You can view the link anytime from your Wish List pages. You can edit the share/don't share option for a list by selecting Edit under the action options on your Wish Lists page.
  • Can I post an item on Pinterest, Facebook or other social media?
    • Yes, we love to have you share your favorite Puffin & Company products on social media sites. On the product details page, click the social media icon you would like to share the displayed product on. The Pinterest icon is located below the product image. The Facebook, Twitter and Google Plus Icons are located above the product image along with the print and email options. If you have trouble identifying which icon represents the social media you are interested in, hovering over the icons will cause a hint to pop-up.
  • How do I print a copy of an item?
    • On the product details page of the product you'd like to print, click the small icon of a printer. It is located above the product image along with the social media icons. If you have trouble identifying which icon, the word "Print" will pop-up when you hover over the printer icon.
  • What if I can't find my question here?