Frequently Asked Questions (FAQ)

Once an order enters the fulfillment process, we may be unable to modify it. If so, we apologize for any inconvenience.

If you do need to change, add to, or cancel an order please contact us immediately. We will do our best to accommodate your request. 

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is $9.99.

We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 24 hours. However, please note that inquiries sent on Fridays may receive a reply the following Monday, but possibly sooner.

You also can call us at 888-442-2266 to talk to one of our customer service representatives. We staff our call center 7 days a week.

We allow one discount or coupon per order.

We cannot guarantee in-stock levels. If a product is or should become out of stock at the time of shipping, we will hold your entire order until the product(s) are available and your order will ship complete. To find out the status of your order, you can log into your account and view your order in the "Orders" heading. To find out the back ordered date a product is expected in the warehouse, please contact customer service.

If your using a smartphone or tablet, it may not be compatible with our site. Choose the 'Desktop Version' from the bottom of the home screen.

Alternatively, make sure your browsers are updated as there can be issues with old browsers.

Orders undergo immediate preauthorization for the total order amount. 

We currently ship to Canada.

If you are in a different country, please order from marymaxim.com and we can ship globally.

On every order, you will receive a tracking email with a tracking link. Click on this link to track your order.

Alternatively, to track the status of your order, log into your account. From your Dashboard, you will see a list of your most "Recent Orders" with the current status next to them. To track a completed a shipped order, click the link "View Order" that appears next to the order. After the order detail page appears, click the link "Track your order".

Standard shipping normally takes 3-7 business days. 1-2 business day shipping is available on all domestic orders (for an additional charge).

Please visit our Customer Service page for details on domestic and international shipping.

Items must be returned within 90 days after receiving your order. Items must be returned in the same condition in which they were received, be unworn/unused, have any tags still attached, and include all the original packaging.

To make a return for online orders, click here to use our return portal here.

For phone orders please call our Customer Service team at 1-888-442-2266

Refunds are processed within 1-2 business days from when we receive the item(s).

Please note, there could be a couple day delay from your credit card company once we process the return for you to receive your funds.

If you didn't use a credit card, we will send a refund check. This may take an additional 7-10 business days for you to receive this in the mail.

On our website you can use virtual or paper gift cards. If you have a paper gift card, you may use it with your phone or mail order.

To redeem your Virtual Gift Card:

In the Checkout, paste your Gift Card Code in the Gift Card Box.

After you've redeemed your Virtual Gift Card, you can check your account Store Credit Balance by clicking on the link "Check Gift Card Balance" in the footer, or logging into your account.

Mostly, all customers are charged on the 1st of every month.

Quarterly clubs are charged on the 15th.

You can view your upcoming subscriptions in your customer portal.

We make all efforts to ship clubs shortly after you are charged. There are some circumstances out of our hands that make this difficult, but we guarantee your club will be shipped before the end of the month. You will be sent an email notification when your club is shipped. 

Orders must use a credit card for payment, sorry, we cannot accept PayPal, Amazon, or ShopPay.

You can update your billing, shipping, and credit card information by logging into your customer portal and going to My Subscriptions.

If you need further assistance we are here to help! Please contact our Call Center 7 days a week, or click here to send us a message.

Click the Person icon next to the Search icon in the top right side of the page. 

Then click the Forgot My Password Link. Enter your email and then click submit. An email will be sent to you to reset your password.

You can either create a new account or contact our customer service team at 1-888-442-2266 to keep your existing account.

Yes, we offer support on all Mary Maxim Designs! Before calling, try searching YouTube for video tutorials on your issue. Click Here for our YouTube Channel. We have many YouTube videos on specific stitches! 

If you cannot find support on YouTube, call us at 1-888-442-2266 Monday-Friday between the hours of 10:00 a.m. to 4:00 p.m. EST and one of our associates will help you through the process of completing your project!

Orders for paid patterns will be sent to you by email after you order. They will come in a link in a second email.  The first email is the order confirmation.  A second one will come within a minute or so, that contains a link with the pattern.

For free patterns, you can download these from the product page.

To download your purchased patterns, log into your account on www.marymaxim.ca  and click on the tab "My Downloads". You'll need your email address and the order number, it was ordered on. 

If you need the order number, you can find this by navigating to "My Orders" and finding the order number. Go back to "My Downloads" and type the order number and your email address and the pattern link will pop up.  Click the link to download. Then, navigate to your Downloads folder on your device to open and print or save it to a different folder on your device.

Please contact us here and we will do what we can to help you.

For pattern orders placed prior to April 2021 that start with 100, please email us at caninfo@marymaxim.com with that order number and date, and we'll email the patterns to you.

Are you using an iPad and cannot download and print our PDL patterns? Try following these instructions below, to view and print them.

*Tap on the download link you receive.

*PDF opens in Safari on iPad.

*Tap somewhere on the page.

*A toolbar opens at the top of the page with "Open in iBooks" as one of the buttons. Tap this button.

*The book PDF is saved in the iBooks library on the iPad and then opens up in iBooks.

Yes! We are active on Facebook, Instagram, Pinterest and YouTube.

Yes, we do! Click here to learn more.