FAQ's (Frequently Asked Questions)

Virtual Gift Cards and Paper Gift Cards

Q. I have a paper gift card, how can I use it online?

A. On our new 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.


Q. How do I place an order with a Virtual or Paper Gift Cards?

A. To redeem your Virtual Gift Card:

  1. 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.

Passwords / Account
Q. I can't remember my password. How do I get a new one?
A. 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.


Q. How do I change my login email address?
A. You can either create a new account or contact our customer service team at 1-888-442-2266 to keep your existing account.

Projects

Q. Can you help me with my project?

A. Yes, we offer support on all Mary Maxim Designs! Before calling, try searching YouTube for video tutorials on your issue. Find the Mary Maxim YouTube Channel. 


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!

Backorders - Changes to Orders

Q. Back Orders - Do you ship complete?

A. 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.


Q. How do I cancel an item, change a color or quantity once I submitted an order?

A. If you would like to change an order that has not been shipped, please call customer service at 1-888-442-2266, and we will be happy to assist you.

Return Policy

Q. What is your return policy?

A. Please visit our Refund Policy page for our return policy and how to proceed with a refund.


Q. If I used more than one form of payment, how will you credit a partial return?

A. If you used Store Credit, Rewards Points or a Virtual Gift Card to pay for your order, we will apply the credits to your return in the same order. Any remaining balance will be credited to the credit card or PayPal account used on the original order.

Shipping Rates

Q. What are your shipping rates?

A. Please visit our Shipping page for details on domestic and international shipping.

Order Status and Shipment Tracking

Q. How can I track the status of my order and track the shipment?

A. 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".


Q. When can I expect my parcel?

A. You can view the status of your order and tracking information, by logging into your account. Click on the "Orders" heading and then click on the most recent order. This will bring up your order and a tracking link to click on under the shipping heading. This will open a new webpage and you will be able to track your parcel and may receive an expected delivery date from Canadian Post. (Tracking may not be available immediately and you may have to check back for updates as they become available) 

Standard delivery- 7-10 business days

Express delivery- guaranteed 4 business days from the date it ships.

Paid Pattern Downloads

We just launched our new website! There are a few changes in accessing your patterns. Going forward, orders for patterns 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.

To download your purchased patterns, log into your account on www.marymaxim.com  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.  Navigate to your Downloads folding on your device to open and print or save it to a different folder on your device.

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.

Mobile Devices

Q. I cannot view or print the PDL pattern. 

A. 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.

 

Q. All the fields aren't there. How do I place my order? 

A. 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.