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How do I order?

We’ve prepared a guide to help you with the ordering process. Download the Guide (PDF File)
If you can’t open the file, you may need Adobe Reader. You can download it for free from Adobe’s site.


Other reference guides: Order Policy, New Customer/Log In (PDF), Changing quantities and removing items in your cart (PDF), and Tracking your order (PDF).


How do I find out what solid colored yarns are in the multi-colored yarns?

You will find this information in the Multi-Color Coordinate List.


Proudly made in the USA !

Red Heart is proud to present 20 of our yarns that are made in the USA.




Forgot your password?

Go to the “Account Login” tab at the top of the page. Enter the email address you used to create the account and click “Email Password”. The email should arrive in your Inbox within a few moments. If you do not see it within 30 minutes please check your spam/junk folder.


NOTE: RedHeart.com, CoatsandClark.com, and ShopRedHeart.com are all different websites and run off of different systems. The login and password for one will not work on the others. If you have not completed an order through ShopRedHeart.com in the past, your account was not saved.


Dye-lots?

Some yarns are dyed in large batches with each batch assigned a “dye lot number”. Using a color from the same dye batch assures a color match from skein to skein. Other yarns are spun from fiber that is already colored and are labeled as “no dye lot” yarns.


Unfortunately, we are not able to match dye lots. We do try, but depending on demand, the warehouse can go through several dye lots in less than a week. And when dye-lots are picked through looking for matching dye-lots to complete a single order we unfortunately sometimes end up with a few skeins in each of several dye-lots. If you cannot find the dye lot you were using, the best thing to do is to take some of what you have to the store and try to get the best match. Look at it in natural and artificial light if possible. Work alternating rows with the two different dye lots to lessen the effect of knitting with a second dye lot. Not all stores carry all of our yarns in all available colors so you will need to check with the individual store. You can order any of our yarns in any color online.


Coupon codes?

Coupon codes can be located in a variety of places such as in newsletters, on the home page of RedHeart.com, ShopRedHeart.com, and Red Heart’s Facebook page amongst other places.


To use the coupon code: In your shopping cart of ShopRedHeart.com you will find a box “If you have a coupon, enter the code below.” Enter the code exactly as posted: no spaces if it is posted with no spaces, capitals/lower case does not matter, the letters and numbers have to be correct. The easiest way to make sure it is correct is to copy and paste it into the box and click “Add Coupon.”


Coupon code not working? Are you sure it is the correct code? If so, then the items in your cart may be on sale and our special promotion coupon codes are for regular priced merchandise only. If there is a minimum buy quantity to qualify for the discount then only regular priced merchandise is calculated toward your minimum total.


Please Note: Please verify that the discount was added to your order by reviewing your Order Confirmation email that you should receive within minutes after you place your order. If the discount was calculated on your order it will show in this email. If the discount is not there and you have verified that you qualify for the discount, please email customer service at shopredheart@coats.com immediately to add the coupon to your order.


Discontinued yarns?

All the yarns we have available are located on the site. If you do not find the yarn or color you are looking for, more than likely it has been discontinued. We do not keep a back-stock of any of our yarns; once they are discontinued and sold out they are no longer available through us. You may, however, still be able to find it at your local retailer or even an online discount retailer.


What countries do we ship to??

For shipping destinations and charges please see the Customer Service page and click on your flag.


Can I track my order?

Tracking is available for packages shipped to US, Canada, Australia and United Kingdom destinations only. When your order leaves the warehouse you will receive a “Shipping Confirmation” email. In this email you will find the tracking number for your order. If you click on this number you will be transported to the site of the carrier where you can track your order from our door to yours.


Please note: It may take 24 to 48 hours after your order ships for the carrier to update its tracking information.


More information about tracking (PDF)


Tracking says your order was delivered but you have not seen it?

Please check with other household members to make sure they did not receive it and forget about it. Check with neighbors; it may have been delivered to the wrong address. Call your local post office and request they check for it there. If all of this fails to produce your package, please contact Customer Service at shopredheart@coats.com.


How does Expedited Shipping work?

Expedited shipping only speeds up the shipping process. We still need time to process and fill all orders. If you choose “2 Day Shipping” the clock starts at the time the carrier service picks your order up from us. When calculating your projected arrival date, please only include business days (Monday–Friday, excluding all US Federal Holidays). If your order leaves the warehouse on Monday it should arrive at your door on Wednesday, Tuesday should arrive on Thursday, Wednesday should arrive on Friday, Thursday should arrive on Monday and Friday should arrive on Tuesday. These are not delivery dates from the time you placed your order; you will receive a “Shipping Confirmation” email when your order is ready to leave our warehouse.

Adverse Weather occasionally delays delivery of expedited parcels. Please note we cannot guarantee 2-Day delivery during extreme weather conditions. Deliveries delayed due to extreme weather conditions will not be refunded.


Entered an incorrect shipping address on your order?

Customer Service is available Monday–Friday, 9:00 am – 4:00 pm Eastern time; any voicemail message left and email sent outside of this window will be received the next business day.


Your package will ship to the shipping address you supplied with your order. If your package is returned to us because there is a mistake or missing information in the shipping address you provided, the order will be processed as a return, the merchandise will be returned to stock and you will receive a complete refund for the products only; shipping charges will not be refunded. If you would still like the items you ordered you will need to return to ShopRedHeart.com to place your order again.


If we made the error on the shipping label, we will, of course, pay the reship charges.


Please make sure you enter your correct address, suite, and/or apartment number.


Our shippers are aware of all parcels being shipped to individuals. If you are shipping to a business, be sure to supply the name of the business along with a C/O name.


P.O. Box vs. Physical Address

We price compare shipping charges with a variety of shippers including USPS, DHL and UPS. If you have a P.O. Box, please enter its information on one address line and your physical address on the second address line; this will help ensure you receive your package in the least amount of time.


2-Day Shipping is available to destinations in the USA only. We ship 2-Day Shipping via UPS; please supply a physical address if you choose this option.


Exchanges?

Unfortunately, we are not able to exchange merchandise purchased through ShopRedHeart.com. If you order something and upon receiving it have decided it is not what you want for whatever reason, please return according to return procedure and reorder any other items you may want in place of it.


Download books and patterns?

After you place your order and have gone through checkout, you will receive an “Order Confirmation” email and a “Download Instructions for your order” email separately. If you do not receive these within 1 hour, please check your spam/junk email folders. In this email you will find a “Download” link. Click on it and in the File Download box that automatically appears you will need to choose either “Open” (opens file without automatically saving it) or “Save” (saves the file before opening it). You will have 30 days to download and save your pattern/book. After 30 days you will need to re-purchase the pattern/book if you do not have it saved to your computer. If you do not receive your download e-mail please contact customer service at shopredheart@coats.com. For the most efficient service when sending an email, supply your Name, Order Number, and the reason for contacting Customer Service in the subject line.


Downloadable books are non-refundable.


Change/cancel an order?

Customer Service is available Monday–Friday, 9:00 am – 4:00 pm Eastern time; any voicemail message left and email sent outside of this window will be received the next business day.


Change: The best way to make any adjustments would be to contact ShopRedHeart.com customer service at shopredheart@coats.com. For the most efficient service when sending an email, supply your Name, Order Number, and “Change Order” in the subject line.


We do not guarantee changes will be able to be made. Please take the time to review your order before you click “Place Order”.


Cancel: If you’d like to cancel your order, please email customer service at shopredheart@coats.com. For the most efficient service please supply your Name, Order Number, Email/Phone Number, and “Cancel Order” in the subject line. We’ll do everything we can to accommodate your request if we receive your request before your order has been processed.


We pride ourselves on getting ShopRedHeart.com orders on their way quickly and efficiently, so the sooner you email us, the better. Once your package has been processed, we cannot cancel your order. When you receive it please return to us at the address below in the Return Policy. However, you will still be responsible for the shipping charges.


NOTE: We may need up to 3 days (excluding weekends and US Federal holidays) to process your order. However, there is a chance that we could have your order picked and processed within hours of the time you place it, making it necessary for you to contact customer service as soon as possible with your request to change/cancel your order.


Email notifications?

Your Order Confirmation email should arrive in your email box within minutes after your order has been completed.


Order Confirmation emails contain the following information:

  • Billing Information
  • Shipping Information
  • Order Number
  • Account email address
  • Items and quantities ordered
  • Subtotal, Discount, Shipping Charges, Order Total
  • Important information

Your Download email should arrive in your email inbox within minutes after you receive your Order Confirmation email.


Download emails contain the following information:

  • Order Number
  • Instructions
  • Title of book or pattern ordered
  • Download Link

Your Shipping Confirmation email will arrive when your order leaves our warehouse.


Shipping Confirmation emails contain the following information:

  • Billing Information
  • Shipping Information
  • Order Number
  • Account email address
  • Items and quantities ordered
  • Items and quantities shipped
  • Subtotal, Discount, Shipping Charges, Order Total for all items shipped
  • Important information

If, for some reason, you do not get any of these emails, please check your spam/junk folders before requesting copies. Since the “copy” emails will be coming from the same email address this is likely to end up in your spam/junk folder as well unless you have previously accepted email from shopredheart@coats.com and marked them as safe. If you have not received any of the above listed emails please let us know at shopredheart@coats.com; we’ll be happy to re-send them


Backorders?

We do not hold backorders. We fill hundreds, sometimes thousands of orders every day and while we strive to fill everyone’s order efficiently and completely, occasionally the available quantity of an item is not sufficient to fulfill all incoming orders for that particular product. If you place an order for product and we do run out of stock, that item will automatically be cancelled from the order and your credit card will be charged for only the remaining items in your order. We do not backorder. Please open and read the “Ship Confirmation” email that is sent out when your order has shipped. The “Ship Confirmation” email will list the items that are in that shipment and will show a zero ship quantity for any items not in stock. If you still want the remainder of your order, please return to ShopRedHeart.com to place another order for the items previously out of stock.


General return policy?

Your complete satisfaction is very important to us. Your order is carefully picked and packed. Should you receive an order with an error, simply email us at shopredheart@coats.com. For the most efficient service supply your Name, Order Number, Email/Phone Number, and we will do our utmost to fix the problem as quickly as possible.


Please package the items, unopened and unused (for yarn this pertains strictly to the paper wrapper around each skein), in a box with a copy of the original Packing Slip or a copy of the Ship Confirmation email.


Please send to the address below.
Red Heart Returns
165 Cottage Grove SW
Grand Rapids, MI 49507


NOTE: Full refunds will be issued for merchandise returns that have been received within 50 days of the date your order shipped. Shipping charges are not refundable and you are responsible for the return shipping charges. Please allow up to 5 business days from the time your package is received for processing.



Still have questions? Contact us at shopredheart@coats.com or call us at 1-888-505-3475.